Patients to give feedback about services at govt hospitals

By: | Published: August 30, 2016 3:07 AM

The initiative was launched at the third National Summit on 'Good and Replicable Practices and Innovations in Public Health Facilities' at Tirupati in Andhra Pradesh

Nadda said that for any innovation one must think of scale, skill and speed as has been stressed by Prime Minister Narendra ModiNadda said that for any innovation one must think of scale, skill and speed as has been stressed by Prime Minister Narendra Modi

From now on, patients visiting government hospitals will be able to give their feedback on the quality of services at the facility including cleanliness.

Union Health Minister J P Nadda today launched “Mera Aspataal” (My Hospital) initiative which aims at empowering the patients by seeking their views on quality of experience in a public healthcare facility.

“Patient satisfaction is the ultimate test for assessing quality of services, provided by a healthcare facility. To further build upon the gains so far, we are now making a paradigm shift and expanding the programmes from grassroots upwards to build the continuity of care,” Nadda said while launching the new initiative.

The initiative was launched at the third National Summit on ‘Good and Replicable Practices and Innovations in Public Health Facilities’ at Tirupati in Andhra Pradesh.

Nadda said that for any innovation one must think of scale, skill and speed as has been stressed by Prime Minister Narendra Modi.

The Information and Communication Technologies (ICT) based Patient Satisfaction System (PSS) which was launched for public and government empanelled private hospitals will have a a multi-channel approach to collect patients’ feedback like web portal, mobile application, SMS and Interactive Voice Response System (IVRS).

“I am sure that ‘Mera Aspataal’, together with the Kayakalp awards, as part of ‘Swacchata Abhiyaan’ will spur the states in a spirit of friendly competition to get highest ratings for all their facilities,” Nadda said.

According to officials, the feedback collected from the patients will be recorded and factored in while star rating the hospitals.

Nadda said that his Ministry has launched the Pradhan Mantri Surakshit Matriva Abhiyan (PMSMA) to provide fixed day assured quality ANC services to pregnant women on the ninth day of every month across the country.

“These services will be provided by obstetricians and physicians. A key pillar of this programme is voluntary partnership of private doctors.

“The Prime Minster has appealed to the private sector to join in and contribute their services for providing antenatal care to poor pregnant women,” Nadda said.

Noting that “persistent and intensive” focus on maternal and child health has yielded dividends, Nadda said that besides sustaining the country’s polio-free status, India has successfully validated Maternal and Neonatal tetanus elimination in May 2015, well before the global target.

“What is noteworthy is that India’s Under-5 Mortality Rate and Maternal Mortality Ratio declined at a higher pace than global average,” he said.

The Health Minister said that initiatives like free drugs services, free diagnostics services, strengthening district hospital, roll out of comprehensive primary health care, quality assurance programme and the Kayakalp awards are all intended to reduce fragmentation of care, improve quality of care and reduce out of pocket expenses.

Nadda also released operational framework on management of common cancers, guidance note for outsourced call centre for tele-consultation, grievance redressal and providing information about schemes.

On the basis of health indicators and service delivery, the best performing large states for decline in IMR was given to Haryana and West Bengal while Nagaland and Tripura were given the award in the small state category.

For service delivery in public health facilities, Tamil Nadu and Andhra Pradesh were awarded amongst large states and Sikkim and Himachal Pradesh were awarded amongst small states. Best performing Union Territory was Dadar and Nagar Haveli.

Minister of State for Health Faggan Singh Kulaste said that this summit is a good platform to share experiences and collectively strategise on how to improve health services in the country.

Andhra Pradesh Health Minister Kamineni Srinivas highlighted various steps taken for pregnant women, reducing Infant Mortality Rate, Maternal Mortality Rate and reducing out-of-pocket expenditure for the patients while appreciating the Centre’s help for free drugs and diagnostics for the poor and telemedicine schemes.

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