West Bengal Clinical Establishment Regulatory Commission launched a 24X7 helpline on Wednesday where patients or family members can seek help or lodge complaints against private healthcare establishments.
The helpline — 18603453512 — will be manned by three persons around the clock. Retired judge Ashim Banerjee, chairperson of the commission, said they wanted to have a dedicated phone number where people could call and seek help. The phone number will take the services of the commission to more people, especially those who are not adept at writing emails or logging into a website to lodge a complaint.
All of them will be able to make a call, said Banerjee. “Those who will answer the calls will guide the caller about what to do. If someone wants to lodge a complaint, we will take down their contact details and a brief description of their complaint. Later, we will call them back and guide them about how to lodge a written complaint or send a complaint by email,” said Banerjee.
“We want to let more people know about the existence of the commission and also make it easier for people to reach out to us.” Those answering calls will also guide the callers about how to lodge a complaint or what kind of documents maybe required. The commission, which was set up in 2017 to decide on allegations of malpractice against private healthcare facilities, had earlier this year announced its intent to open a 24X7 helpline.
The commission has recently started holding hearings in districts to make it easier for residents of places away from Kolkata to take part in proceedings in-person. Many of them find it difficult to come to Kolkata to attend a hearing. Banerjee said the commission would announce a WhatsApp number where one can send a complaint. The helpline did not get a call on Wednesday as people are still unaware about it, said Banerjee. “We will widely publicise the number in the next few days,” he said.
