The State Government has directed all Covid hospitals, both Government and private ones, to operate a 24X7 dedicated help desk with a dedicated telephone within a week in order to help patients’ relatives to get information about health status of patients anytime.

According to a notification issued by the Health and Family Welfare Department, a helpdesk must have a dedicated telephone preferably a toll free number, which should be intimated to the Additional DMET.The help desk should be manned with sufficient HR personnel so as to attend all calls round the clock in a shift manner. Apart from telephonic communication, the help desh should also use the social media like WhatsApp etc. to communicate the voice and pictures of the patient to the attendants of the patient.

A dedicated conference room may be set up at the outside of the Covid-19 facility with provision of TV and cameras which can be connected with CCTVs installed inside the facilities so that the attendant can see his patient and talk with him/her.

Steps should be taken to collect and record the contact numbers of the patient at the time of admission. Even if not inquired, a general information of the condition of the patient should be communicated as a SMS or WhatsApp message to the attendant of the patient every day at least once. The AMO as well as AP would ensure the proper functioning of the help desk. In case of any complain regarding the non response of the help desk to the query / help needed over the telephone, the AMO / AP should take necessary steps to respond to the call immediately.

Any violation of the above provisions and non-functioning of the help Desk, necessary action as deemed fit shall be initiated against erring hospital, said the notification.