Operational Guideline of 24×7 Health Helpline named Swasthya Bandhu

Government of West Bengal
Department of Health and Family Welfare
PHP Branch
Swasthya Bhawan, GN-29, Sector V,
Salt Lake City, Kolkata-700091

No. HF/SPSRC/49/2013/201 Dated: 10.10.2013

Memorandum

To establish a good public relation system enabling the citizen to exercise their rights related to provision of health care was under active consideration of the Deptt for some time past. In the meanwhile, the Multi -Disciplinary Expert Group under the Chairmanship of Dr. Subrata Maitra has also recommended establishment of similar kind of helpline and bed bureau.

Now it has been decided that Health & Family Welfare Department will forthwith operate 24×7 Health Helpline named SWASTHYA BANDHU on an outsourced basis. Patients, Patient Parties or the general public would receive the following two categories of services from the Helpline (a) Information regarding availability of essential services in State Government Run Health Facilities and (b) Assistance in availing the services rendered by the State Government Run Health Facilities.

In order to implement and monitor the above mentioned project, the Deputy Director of Health Services (Hospital Administration) has already been designated to act as the State Nodal officer for Health helpline vide GO No. HF/SPSRC/49/2013/Hospital Admn/135 dated 18-06-2013.

In view of above the Department of H&FW has developed an Operational Guide with endorsement from the Director of Medical Education and Director of Health Services, which is enclosed herewith for taking necessary action.

Query or facilitation requests originated by a caller regarding healthcare provided by the healthcare establishment of DHFW of GOWB will be entertained by the Health Helpline Operator [HHO] as per SOP mentioned in the operational guide annexed here with.

Health helpline operator will forward the query or complaint to the Facility Manager. MSVP/Supdtt/ Dy Supdtt/ Asstt Supdtt/ Nursing Supdtt /Ward master will act as ‘Facility Manager’. ‘Facility Manager’ has to take appropriate action and respond to the call centre operator promptly and truthfully as per SOP mentioned in the operational guide annexed here with.

Principal Secretary
Govt. of West Bengal

No. HF/SPSRC/49 dated 10.10.2013, Health Helpline Operation Guide, Source