All India Institute Of Medical Sciences (AIIMS), Delhi, has launched a redressal grievance system through which patients can submit complaints and feedback, and track the status of their issues in real-time. According to AIIMS officials, SANTUSHT, the portal, is functional in the institute’s Mother and Child Block.
Dr M Srinivas, Director, AIIMS, said Monday patients can register complaints by scanning a QR code and submitting their concerns in text, audio, or video format. “Once a complaint is submitted, it is directed to the responsible personnel for resolution, ensuring actions are taken promptly and efficiently within 24 hours,” said Dr Srinivas during a press conference.
Dr Srinivas said through the portal he wants to emphasise prompt, compassionate responses, and continuous improvement based on patient input, ensuring a positive and personalised healthcare experience. “The portal maintains strict security measures to protect patient information and ensure confidentiality, having successfully undergone a security audit by AAA Technologies and got a Security Audit certificate. It is live and successfully running in the MCH Block,” he added.
Along with this, another portal named SAHAS will also be introduced for AIIMS employees for comprehensive HR, financial, and procurement management.
Taking a cue from the R G Kar Medical College and Hospital rape and murder case, AIIMS would also instal AI-enabled CCTV cameras and facial recognition for enhanced security and access control. Dr Srinivas said these steps are being taken to ensure data digitalisation and the safety of doctors.
Providing the details of the work done under his tenure of more than two years, the AIIMS director said around 1,000 more beds have been added to patient care in the last 2.5 years. “The fundamental thing has been good governance and transparency. We expanded hospital services and added 425 beds in the mother and child block. This is exclusively for obstetrics, oncology, paediatric, and paediatric surgery. In addition, 200 beds have come in the surgical block and a national centre for ageing comprising 200 beds has also come up and are functional,” he added.
Dr Srinivas said 127 beds have been added to cater to private wards as well. “As new blocks have come up, our operation theatres have also increased to the tune of 50 per cent, our ICU beds have increased to the tune of 40 per cent, and there are now 3,600 inpatient beds in the whole campus put together so in a way we have increased operation theatres, ICU capabilities, and inpatient beds”.
He said medical investigations have been made available round the clock which has enhanced radiological services, including CT, MRIs, and X-rays, at AIIMS. “This has increased our capabilities for radiological services by 20 per cent and laboratory services by 15 per cent,” said Dr Srinivas.
He said AIIMS has created almost 9 lakh Abha IDS under the Ayushman Bharat Pradhan Mantri Jan Arogya Yojana (AB PM-JAY) for which the institute got an award from the National Health Authority. “More than 30,000 patients have been treated under the Ayushman Bharat scheme and various Jan Aushadhi Kendras have also come under that,” he said.
Why should you buy our Subscription?
You want to be the smartest in the room.
You want access to our award-winning journalism.
You don’t want to be misled and misinformed.
Choose your subscription package