chatbot-knowledge/complaints.md

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).
• 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.