# SMS-Based Complaint and Suggestion System of the Directorate General of Health Services (DGHS)

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.

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This system exemplifies DGHS's commitment to improving healthcare services through citizen engagement and innovative solutions.