Patna, India, Oct, 2019 -- Four days after TOI published a report on poor or no response on ‘104’, the helpline number of state health department, State Health Society (SHC) increased the number of operators for this toll free number from five to 20.
"Though there was a proposal to upgrade the helpline centre, it was taken up on priority basis after TOI reported that existing call centre was of little help to people," said a senior SHC official.
Health department principal secretary Sanjay Kumar inaugurated the upgraded call centre at SHC on Thursday. The centre will be run in public-private-partnership (PPP) mode by a Hyderabad-based company. "Health related counselling and consultation is of utmost importance and with the increased capacity of call centre, we will be able to provide better health service to people," Sanjay said.
The upgraded call centre will run in three shifts – from 6am to 2pm, 2pm to 10pm and 10pm to 6am. There will be 20 call centre executives in first two shifts and 10 in the third shift. These executives will either be pharmacists or general nurses. Each shift will also have two counsellors and a doctor. A woman doctor will be available from 9am to 5pm every day. There will be technicians and management staff as well. Earlier, there used to be only five operators in first two shifts and two in the third shift.
People can lodge their complaints related to admission and treatment of patients in any government hospital on the toll free number ‘104’. Complaints related to absence of doctors or staff, unavailability of medicines and issues with the blood bank, if any, can also be registered through the helpline number.
People can also avail free health consultation from the doctors who will be on duty round the clock. A woman doctor will also be on duty from 9am to 5pm. Callers can also seek information regarding various central and state-sponsored health programmes. Information related to diseases like dengue, Japanese encephalitis, kala-azar and malaria can also be collected.
Posted by Veronica Silva Cusi, news correspondent
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Published: Tuesday, October 29, 2019
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