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+# Directorate General of Health Services (DGHS) SMS-Based Complaint and Suggestion System
+
+The Directorate General of Health Services (DGHS) operates a dedicated SMS-based complaint and suggestion system to improve healthcare services and provide a platform for public feedback. Below is a detailed explanation of how the system works, its features, and the operational guidelines.
+
+## Overview
+The SMS-based complaint and suggestion system allows individuals to submit feedback directly to DGHS by sending an SMS to a dedicated number displayed in all public hospitals across the country. This system ensures anonymity for the public while providing an efficient mechanism for healthcare service improvement.
+
+## Features
+- **Ease of Use**: Citizens can send their complaints or suggestions via SMS to the dedicated number displayed prominently in public hospitals.
+- **Dashboard Integration**: The submitted complaints and suggestions are displayed on a centralized dashboard linked to the National Health Dashboard ([https://dashboard.dghs.gov.bd](https://dashboard.dghs.gov.bd)).
+- **Privacy Protection**: DGHS ensures that the identity of the sender remains hidden from public view. Only authorized staff can access sender details.
+- **Categorization**: Assigned staff categorize the complaints and suggestions for systematic handling.
+- **Authority Notification**: Relevant authorities are notified about actionable items for resolution.
+- **Follow-Up Mechanism**: Staff follow up on the complaints and suggestions after notifying the appropriate authorities.
+- **Verification Calls**: Staff may contact senders to verify or clarify details as needed.
+
+## How It Works
+1. **Submission**:
+   - Citizens send an SMS containing their complaint or suggestion to the designated number.
+   - The number is displayed in all public hospitals for easy access.
+
+2. **Processing**:
+   - The system receives the SMS and updates the complaint or suggestion on the centralized dashboard.
+   - Assigned staff access the dashboard to review and categorize the feedback.
+
+3. **Privacy and Verification**:
+   - Sender details, including phone numbers, are accessible only to authorized staff.
+   - In cases requiring further clarification, staff may contact the sender directly.
+
+4. **Notification**:
+   - Relevant authorities are notified about the categorized complaints or suggestions.
+   - The notification includes actionable items and deadlines for resolution.
+
+5. **Follow-Up**:
+   - Assigned staff monitor the progress of the actions taken by the notified authorities.
+   - Updates are logged in the dashboard to ensure transparency and accountability.
+
+## Operational Guidelines
+- **Staff Responsibilities**:
+  - Monitor the dashboard daily for new submissions.
+  - Categorize complaints and suggestions promptly.
+  - Maintain confidentiality of sender details.
+  - Notify relevant authorities within 24 hours of receiving actionable feedback.
+  - Follow up on each item until resolved, ensuring the outcomes are recorded.
+
+- **For Authorities**:
+  - Respond to notifications and take necessary actions within the stipulated time.
+  - Provide updates on actions taken to the assigned staff through the dashboard.
+
+- **Data Security**:
+  - Ensure that only authorized personnel access the dashboard and sender information.
+  - Regularly audit the system to prevent unauthorized access or data breaches.
+
+## Benefits
+- **Improved Healthcare Services**: Timely feedback allows for quick resolution of issues.
+- **Increased Accountability**: Authorities are held accountable for addressing complaints.
+- **Public Empowerment**: Citizens have a direct channel to voice concerns or suggestions.
+- **Enhanced Transparency**: Integration with the National Health Dashboard ensures visibility into the system's operation.
+
+---
+
+This system exemplifies DGHS's commitment to improving healthcare services through citizen engagement and innovative solutions.
+