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Kolkata, India, Mar 23, 2023 - The West Bengal Clinical Establishment Regulatory Commission (WBCERC) launched a helpline, where patients or their families can lodge complaints against private health facilities if they face issues about admission, treatment or billing.
Disgruntled families can call up the 24X7 helpline (18603453512) at any time of the day, seeking the commission's intervention.
TOI on January 26 reported on WBCERC's plan to set up a call centre for instant connection with people who may have grievances against private hospitals over patient care, services or any other dispute. "We started the 24X7 helpline from Wednesday. People can call on this number and narrate their problems, whether it is a complaint against a private facility or seeking assistance for hospital admission. We will try our best to help them," said Justice (retired) Ashim Kumar Banerjee, chairman WBCERC.
Complainants will be given a format to lodge their grievances. So far, patients or their families had to either visit the commission's office in person or mail their complaints.
Recently the health commission decided to start a web portal, where private hospitals will have to update their bed vacancy data in real time. Once this portal is up and running, the commission will have a ready list of available beds. If a patient's family calls up the helpline, seeking information on admission, the family can be directed to the nearest private facility, where they can get immediate service and admission. "We had received numerous complaints about patients running from one hospital to another, searching for a bed. Our personnel manning the helpline will assist them with medical care to the nearest hospital with available bed. This will help save precious time, especially in an emergency," said a source in the health commission.
"This is only the beginning. We do not know what kind of problems callers would come up with. Depending on the number of calls and types of grievances, we can augment our services from time to time," said Banerjee.
The state government founded WBECRC in 2017 to regulate the operations of private healthcare establishments across Bengal.
Posted by Veronica Silva Cusi, news correspondent
Source: https://timesofindia.indiatimes.com
Published: Friday, March 24, 2023
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