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Navigating the eShushrut Grievance Module - CGHS: A User Guide

Navigating the eShushrut Grievance Module: A User Guide

Navigating the eShushrut Grievance Module: A User Guide

Download Official User Manual (PDF)

Download User Manual

The Central Government Health Scheme (CGHS) is a comprehensive healthcare program provided by the Government of India's Ministry of Health and Family Welfare. Launched on 1st, 1954, it delivers medical services and facilities to the employees, pensioners, and dependents of the Government of India.

To streamline feedback and issue resolution, the eShushrut system includes a Grievance Module. This guide details the processes for both beneficiaries who need to file a grievance and the CGHS officials who process them.

Salient Features of the Grievance System

The module is designed with several key functionalities:

  • User-Friendly Interface: The system is intuitive and easy to navigate for filing and tracking grievances.
  • Online Submission: Users can submit their grievances online, along with supporting documents.
  • Tracking & Status Updates: The module provides real-time tracking of a grievance's status, supplemented by automated notifications via email or SMS.
  • Categorization: Grievances are classified based on their category and urgency to ensure quicker resolution.
  • Appeal & Feedback: Users have the ability to appeal decisions made on their grievance and provide feedback on the handling process.
  • Security: The system ensures the data security and confidentiality of all user information.

For Beneficiaries: How to Manage Your Grievances

Here is the step-by-step application process for beneficiaries to lodge, withdraw, appeal, and rate a grievance.

1. How to Lodge a Grievance

Follow these steps to successfully lodge a new grievance.

Step 1: Login

  • Open the eShushrut portal at www.cghs.mohfw.gov.in
  • Click the "CGHS Ben Login Button" located at the top of the portal.
  • Fill in your Login ID, Password, and the OTP sent to you.

Step 2: Access the Grievance Section

  • Once logged in, select the "Grievance Desk" menu from the dashboard.

Step 3: Lodge the Grievance

  • Click on "beneficiary grievance" to begin lodging a new grievance.
  • Select the "Grievance Type" from the options provided.
  • After selecting the type, enter all the required grievance details into the form and click the "save" button.
  • Upon saving, a new Grievance ID will be generated.

2. How to Withdraw a Grievance

If you need to withdraw a submitted grievance, follow this process.

  • From the grievance list, click the "View Detail" action button for the grievance you wish to withdraw.
  • On the details page, click the "withdrawal" button.
  • A pop-up will appear. Fill in the withdrawal remark and click the "save" button.
  • After clicking save, the grievance will be closed.

3. How to Appeal a Grievance

Beneficiaries can appeal a grievance decision.

Note: An appeal must be filed within 7 days of the grievance's closure.

  • Click the "View Detail" action button for the closed grievance.
  • Click the "Appeal" button.
  • Fill out the appeal form with your remarks and click the "save" button.
  • Your grievance will then be successfully appealed to the next level.

4. How to Rate a Resolution

After your grievance is resolved, you can provide feedback on the resolution.

  • Once a grievance is closed, a "Rate Us Now" action button will become visible.
  • Clicking this button will open a rating form.
  • You can then rate the resolution provided.

For CGHS Officials: How to Process Grievances

The manual also details the application process for CGHS Officials handling grievances.

Step 1: Login

  • Officials must open the eShushrut portal (www.cghs.mohfw.gov.in).
  • Click the CGHS login button and enter the Login ID, Password, and OTP.

Step 2: Locate Grievance Desk

  • On the dashboard, locate and open the "Grievance Desk" menu.

Step 3: Process Grievance

  • Find the grievance in the list and click the "process grievance" button under the action menu.

Step 4: Take Action (4 Cases)

The CGHS official has four options for processing the grievance:

  • Case 1: Forward Grievance: If the grievance is "Not related to this concerned office," the official ticks the checkbox and fills out the form to forward it.
  • Case 2: Close Grievance: If the issue is resolved, the official selects the "Closed" option from the Grievance Status dropdown.
  • Case 3: Interim Reply: The official can provide a temporary update by selecting the "Interim Reply" option from the dropdown.
  • Case 4: Need More Information: If more details are required from the beneficiary, the official selects "Need More Information" from the dropdown.

Note: In the case of "Need More Information," the beneficiary has 30 days to submit the required information.

After Submission

  • Track Status: Beneficiaries can track the status of their application on the eShushrut portal.
  • Notifications: Notifications regarding the application's progress will be sent to the registered phone number.
  • Editing: Once a grievance is lodged, it cannot be edited. If necessary, a new grievance with additional details may be submitted.

Support

For any assistance, users can contact the support team via the Help Desk, which is accessible through the portal.

Ministry of Health and Family Welfare

Central Government Health Scheme (CGHS)

For more information, visit: www.cghs.mohfw.gov.in

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