Odisha makes help desks mandatory for all hospitals treating Covid-19 patients

22/09/2020 at 7:35 PM

Bhubaneswar, Sep 22: Odisha government today made it mandatory for all hospitals treating Covid-19 patients to have help desks to inform/update patients’ conditions to their family members and relatives.

The Covid tally reached 1, 88,311 in the state with detection of 4,189 new coronavirus positive cases in last 24 hours. As many as 1, 49, 379 persons have recovered from the disease so far and the state has now 38,158 active cases.

Guidelines for establishing Dedicated Helpdesk

1. Each Covid-19 facility (Both Government and Private) shall mandatorily establish a dedicated Help Desk to function 24 x 7

2. The help desk must have a dedicated telephone preferably a toll free number

3. The toll free help line number of the help desk must be intimated to the State Level Authorized Officer ie Addl. DMET. Odisha ( Prof Dr Umakant Satpathy Mob- 9437410842.

4. The toll-free numbers of all Covid-19 facilities shall be widely notified to the public

5. The help desk shall be manned with sufficient HR so as to attend all calls round the clock in shift manner

6. The help desk apart from telephonic communication shall aslo use the social media like WhatsApp etc to communicate the voice and pictures of the patient to the attendants of the patient

7. 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

8. Steps shall be taken to collect and record the contact numbers of the patient at the time of admission and even if not inquired by the attendant of the patient, a general information of the condition of the patient shall be communicated as SMS or WhatsApp message to the attendant of the patient every day at least once

9. The Authorized Medical Officer and the Authorized Person shall ensure the establishment of help desk within a limited time of one week and intimate the helpline number to the State Level Authorized Officer

10. The AMO as well as AP shall also 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 shall take necessary steps to respond to the call immediately

11. For any violation of the above provisions and non-functioning of the help desk necessary action as deemed fit shall be initiated against the erring hospital. Further as the compliance of the help desk is directly related to the overall satisfaction of the patient as well as the attendants, noncompliance of the same shall be seriously viewed and shall be considered as negligence in duty for the concerned patient and the claim of the hospital for the same patient shall be withheld Such matter shall be decided by the Technical Committee after receiving a written complaint from the appellant and approval of Government.

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