Mumbai civic hospitals to get dashboard tracking for complaints, records
Mumbai's civic body plans a digital dashboard to track doctor attendance, complaints, birth-death certificates and hospital procurement.
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The Mumbai civic body has begun setting up a digital system to more effectively monitor whether doctors at its hospitals report on time, how long a citizen's complaint has been pending, where an application for a birth or death certificate is stuck, and at what stage the purchase of medicines and equipment has stalled.
Additional Municipal Commissioner (City) Dr Prajakta Verma-Lavangare gave this information at Sion's Lokmanya Tilak Municipal General Hospital. She said the effort was to build a citizen and patient centred system that fixes accountability at every stage, rather than confining healthcare oversight to hospitals alone.
Instead of stopgap fixes for the civic health system's long pending issues, a permanent system is now being planned. This will bring changes ranging from staff recruitment and doctors' attendance to citizens' complaints, hospital procurement and digitalisation, and improving the quality of blood banks.
To spare citizens repeated visits to offices for birth and death certificates, the service is being simplified further under the Setu system. Applications, pending cases and ward-wise performance will be tracked through a dashboard, and there are plans to notify citizens by SMS as soon as a certificate is ready.
Verma-Lavangare said the "Marg" system for citizens' health related complaints will be expanded. A mechanism is being set up so that if a complaint is not resolved within the stipulated time, it will automatically be escalated to senior officials.
The administration will also tighten oversight of doctors' attendance at civic hospitals. Biometric attendance will be made more effective to check irregular attendance, with action taken as per rules. The administration is also focused on filling vacant posts, training for new doctors, revising the staffing structure or "aakrutibandh" to match changing medical needs, a patient centred PPP model, and advance workforce planning for new hospitals due to open by 2028.
The blood banks have been set a target of securing NABL accreditation within the next year. There are also plans to eventually get third party checks done on hospital cleanliness and the quality of contracted services. A digital dashboard system is being developed to identify and reduce delays across every process, from the purchase of medicines and equipment to patient care.
