Abstract: Grievance Redress system is an important mechanism to identify services delivery and fulfilment of needs of the people. It helps to identify gaps of the system and further help to shape the policies. Objective is to study the concept and implementation strategies of Grievance Redress Mechanism in Sri Lanka. A descriptive cross-sectional study was designed. The approach will enable a document assessment of the existing Grievance Redress Mechanism (GRM) within the Ministry of Health and facilitate identification of gaps and areas for improvement. Studying of literature was done to explore opportunities and best practices. Ministry of Health has started GRM on 2018 under the administrative purview of Additional Secretory Medical Services It operate as tier system. People can lodge grievances through QR code display in the institutions can call through hot line 1907 or can email
Strengthening Leadership and governance, Strengthening Human Resource Development Strengthening Inter institutional collaboration and Encourage Research and innovations are suggested to improve the Grievance Redress Mechanism.
Keywords: Grievance, Grievance Redress Mechanism, hot line, four tier system.
Title: Grievance Redress Mechanism in the Ministry of Health Sri Lanka: Concept and implementation strategy
Author: Indika Wanninayake
International Journal of Recent Research in Social Sciences and Humanities (IJRRSSH)
ISSN 2349-7831
Vol. 13, Issue 2, April 2026 - June 2026
Page No: 1-4
Paper Publications
Website: www.paperpublications.org
Published Date: 04-April-2026
