NDTV NEWS | HEALTH DESK
Ayushman Bharat: What Beneficiaries Can Do If a Hospital Refuses Treatment
NEW DELHI | AUGUST 29, 2026
NEWS DESK: Beneficiaries covered under the Ayushman Bharat–Pradhan Mantri Jan Arogya Yojana (PM-JAY) have access to cashless healthcare at empanelled hospitals, subject to the scheme’s eligibility and approved treatment packages. But what happens if a hospital refuses treatment, demands extra payment or creates problems in providing services?
Beneficiaries do not have to remain silent. The National Health Authority (NHA) provides a formal grievance-redressal mechanism through which complaints can be registered.
What Should You Do First?
If an empanelled hospital refuses treatment after you present your Ayushman card, first ask the hospital authorities for the reason. If possible, submit the complaint in writing.
Keep a record of the incident, including the hospital’s name and address, the date and time, and the name or designation of the person who refused the service.
Preserve all relevant documents, including prescriptions, hospital slips, test reports and medical records. If the hospital demands or collects any additional payment, keep the bill or receipt safely.
Beneficiaries should also keep their Ayushman card or Beneficiary ID readily available while filing a complaint.
How to File a Complaint Online
Complaints related to PM-JAY services can be registered through the Central Grievance Redressal Management System (CGRMS) at cgrms.pmjay.gov.in.
The complaint should clearly explain what happened, when it happened, which service was refused and whether any additional payment was demanded or collected. Relevant documents may also be attached.
After submission, a Unique Grievance Number (UGN) is generated. Beneficiaries should retain this number to track the complaint later.
No Internet? Call 14555
Those without internet access can register complaints through the PM-JAY toll-free helpline 14555. Beneficiaries should keep their card details, hospital information and incident-related documents handy while calling.
It is important to remember that not every treatment is automatically free under PM-JAY. Benefits depend on the scheme’s eligibility criteria and approved health packages. If a problem arises at an empanelled hospital, understanding the reason, keeping proper records and using the official grievance mechanism can help ensure that the matter is formally addressed.
