Emergency helpline system at Gangtok UPHC; Rogi Mitra & help desks at STNM Hospital

KUNAL RAI

GANGTOK, : Health minister GT Dhungel along with Health commissioner-cum-secretary Prabhakar Verma and principal director Dr. DC Sharma launched an emergency helpline system at Urban Public Health Centre, Gangtok on Tuesday.

In his address, the Health minister said, “As per the vision of Chief Minister PS Golay of facilitating quality health care and services to the people of the State, the Health department is initiating a comprehensive emergency helpline system, which shall be operational 24x7 starting today.”

Dhungel added that this helpline system will act as one-point contact for addressing both internal as well as citizens, patients’ grievances and services.

This initiative is designed to strengthen emergency medical response and provide timely assistance to the public. Through this helpline, individuals will be able to obtain critical information regarding, ambulance availability, healthcare services accessible at the nearest health centre, especially in the event of road accidents or other medical emergencies.

Furthermore, in instances where a person is rescued—either by the police or members of the public—and is being transported to a health facility, advance intimation can be made to the respective health centre via this helpline to ensure preparedness and timely medical attention.

In addition to emergency support, the helpline will also serve as a grievance and suggestion portal.

“Should there be any inconvenience faced at any health institution—such as water scarcity, unavailability of medical personnel, or any other operational concern—the same may be reported through the helpline. These concerns will be duly communicated to the appropriate authorities for swift redressal will also cover district hospital, community health centres, primary health centres and primary health sub centres,” said the minister.

Dhungel urged the general public across the State to avail the benefits of the emergency helpline system at 90024 33135 and 97493 41334.

Health secretary Prabhakar Verma highlighted that the department lacked an effective information system to track problems and challenges faced by patients at health centres across the State.

“This includes the shortage of medicines, consumables, doctors, nurses or essential services. Health is a time-sensitive sector, where timely intervention is crucial in saving lives. Keeping this in mind, we decided to introduce the Emergency Helpline System to ensure timely medical services and care,” said Verma.

He added that the system would also act as a grievance cell through which people can report deficiencies at hospitals and health centres for corrective measures. “Healthcare reform requires collective effort. It is not possible for the government or the department alone to bring about the necessary reforms for the holistic welfare of the State’s health sector,” he remarked.

Dhungel along with the secretary, principal director and STNM Hospital MS Dr. Ruth Yonzon also launched help desks and Rogi Mitra services in the STNM Hospital.

The Health further informed that, in a continued effort to enhance patient care, streamline hospital navigation and ensure timely assistance, the Health department has set up help desks and deputed Rogi Mitra (patient care coordinators) strategically across all floors of STNM Hospital, Sochakgang.

The Rogi Mitras are entrusted with the responsibility of assisting patients and their families in navigating through hospital services, addressing queries related to departments, availability of facilities, and access to wheelchairs and other amenities. They act as a bridge between the patient and the healthcare system, ensuring smoother communication, guidance and redressal.

“The service is invaluable for patients arriving unaccompanied or those without attendants. Such individuals may approach the nearest help desk or Rogi Mitra for immediate support in matters such as locating departments or diagnostic units, understanding admission or discharge procedures and clarifying treatment-related queries.”

The minister encouraged all patients, visitors and caregivers to avail these services. “Your comfort, dignity, and care remain our highest priority,” he said.