Ayushman Card holders are entitled to free treatment at empanelled hospitals under the applicable rules. If a hospital refuses treatment or forces a patient to make a payment, a complaint can be filed online through the CGRMS PMJAY portal or through the Ayushman Bharat toll-free helpline 14555, and the complaint status can be tracked.
If a hospital refuses to accept the Ayushman Card or denies free treatment, patients should preserve all relevant evidence before filing a complaint. The reason for refusing treatment or rejecting the card should be requested from the hospital administration in writing. The name of the doctor or staff member who refused treatment, along with the date and time of the incident, should also be noted.
Hospital slips, doctor’s prescriptions, test reports and other medical documents should be kept safely. If any payment was made for treatment, the receipt or bill should also be preserved. Patients should also keep the hospital’s correct name, branch and location, along with the Ayushman Card number and required identity documents. These details can be used while filing the complaint.
Complaints related to treatment under the Ayushman Card can be filed through the CGRMS PMJAY portal. First, visit cgrms.pmjay.gov.in and click on the Register Your Grievance option given at the bottom of the homepage. Select PMJAY as the scheme.
Enter the name, address, mobile number and Ayushman Card-related details. Under the complaint category, select Hospital and enter the name and other details of the concerned hospital. In the Grievance Description section, clearly describe the incident, including the reason for refusal of treatment, the name of the doctor or staff member, and the date and time.
Upload the hospital slip, doctor’s prescription, written rejection, bill or other relevant documents. After submitting the form, keep the complaint number displayed on the screen safely. The same number can be used to track the complaint status later.
If internet access is not available to file an online complaint, patients can call the Ayushman Bharat toll-free helpline 14555. After calling, select the preferred language through the IVR and choose the option to speak with a customer care executive.
Provide the patient’s name, Ayushman Card number and complete details of the hospital where treatment was refused. Share the date of the incident, the reason for refusal of treatment and details of the concerned doctor or staff member. If the hospital collected any payment or issued a receipt, provide those details as part of the complaint.
After the complaint is registered, note down the complaint number. The same number can be used to contact 14555 again to know the action taken on the complaint and its status.
