Jaipur, February 11: Principal Secretary, Medical & Health Department, Mrs. Gayatri Rathore on Wednesday reviewed the functioning of the 181 Helpline Centre at the Secretariat. She assessed the call response system, grievance redressal mechanism, and quality of services being provided to beneficiaries.
Mrs. Rathore closely examined how complaints are received and resolved at the call centre. She also reviewed the nature of grievances related to various health schemes and programmes. During the visit, she interacted with call centre staff to understand the complete complaint resolution mechanism and sought details from Helpline In-charge Mr. GK Sharma regarding the status of resolved and pending health-related grievances.
The Principal Secretary directed department officials to ensure that public grievances received through the Sampark Portal, 181 Helpline, and other platforms are resolved on priority and within the stipulated time. Emphasizing that healthcare is directly linked to saving lives, she instructed that complaints must be handled with urgency, sensitivity, and without delay. She also called for regular training of departmental staff to strengthen the grievance redressal system.
During the inspection, she interacted with call centre personnel, reviewed operational processes, and provided suggestions to improve service delivery. She stressed regular monitoring of complaints and speeding up disposal of pending cases. Reaffirming the government’s commitment, she said the Sampark Portal and 181 Helpline serve as strong platforms to ensure timely and effective assistance to citizens.
