The health department’s helpline number 104 is proving to be a panacea for patients. With the help of this helpline number, patients are getting facilities like direct booking of doctors along with solving the problems of medicines and beds. At the same time, complaints related to bad behavior of doctors are being registered directly. Instructions are issued to the doctors on these complaints and a report is also being sent from the headquarters to their civil surgeon.
Due to the fear of complaints, facilities have also started improving. So far, a total of 57 complaints have been received against doctors, out of which 50 complaints have been closed by seeking answers from the doctors, while on seven complaints, when the patients were not satisfied, those complaints have been reopened and action is being taken on them.
State Health Minister Rao Aarti Singh launched helpline number 104 on March 21. Its purpose was to register the health related complaints of the patients and solve their problems. Patients can also take appointments of doctors from home. At the same time, the patient can also know from home when the OPD of specialist doctors is held in the government hospital, what tests are done in the lab, whether the facility of cesarean is available in the hospital or not. Now he neither needs to look on Google nor visit hospitals for these information. Health Director Dr. Manish Bansal said, 104 helpline number is getting a very good response. Our effort is to resolve the problems and pain of the patients who tell their problems on the helpline and satisfy them. The nodal officer of the helpline system is Dr. Yadavindra Singh, under whose supervision the entire call center is being operated. There are 15 callers in it, who attend the calls.
Complaints of rude behavior, availability of medicines, lack of beds are coming
A senior citizen patient lodged a complaint on number 104 that the doctor has behaved rudely with him. As soon as the complaint was received, a reply was sought from the concerned doctor. After getting the reply from the doctor, he was instructed to behave well with the patients. The family of a patient suffering from fever lodged a complaint that they were not getting a bed in the hospital. As soon as the call was attended, the civil surgeon was informed and the patient was provided a bed. A patient was thrown out of the doctor’s room. The patient lodged a complaint that the doctor had mistreated him. On this, the concerned hospital has sought an answer from the doctor. A patient complained that the medicine prescribed by the doctor was not available in the hospital. Later, medicines were also made available to him through the helpline.
Vishal of Kaithal called on 104. As soon as he dialed, the call got connected to the operator. He asked if there is an ophthalmologist in the district civil hospital. The call was put on hold for about 30 seconds. Later, he was told that there is an ophthalmologist. The OPD is closed at this time. You can get your test done by getting an OPD slip made in the morning.
Rajkumar of Balana village of Ambala called on 104. He was connected to the operator within 15 seconds. After this, the patient asked about the food given to children in summer. The operator held the call for one and a half minutes and told all the information. Along with this, in case of more problems, he also advised to go to the nearest civil hospital.
Sunil Sheoran, a resident of Hisar Housing Board Colony Sector 14, said that he had complained about the problem of water and shortage of medicines in the civil hospital on dial 104. Till now there has been no hearing on this. The reply received from the call center was that your complaint has been registered. It will be resolved soon.
20067 calls in two months, 6640 calls were for doctors’ appointments
20067 calls have been received on the helpline number in two months. Out of these, 6640 calls were only for doctors’ appointments. Patients dialed the number and took direct appointment of their doctor. This appointment facility is currently available in 54 hospitals. Till now, feedback has been taken from 5410 callers, out of which 5032 callers have expressed satisfaction.
