Over 3.5K queries flood KEM hospital’s Help Desk in two and a half months
Every morning, the Help Desk receives inquiries from around 60 to 70 citizens seeking information on hospital details, doctors, OPD, and bed availability.
3 min read
Operating around the clock, 365 days a year, the Help Desk ensures continuous support. (Express photo)Two and a half months after launching a Help Desk at Mumbai’s civic-run KEM Hospital, the facility has documented more than 3,500 inquiries. Notably, the associated helpline number has not only been buzzing with calls from within Mumbai, but an impressive 40 percent of the queries originate from outside the city.
Everyday, Mumbai’s civic-run KEM Hospital witnesses a footfall of over 2,000 patients in its OPD. Notably, nearly 40 percent of these individuals come from outside Mumbai and often find themselves navigating the vast campus, moving from one department to another. This has long been a persisting issue for patients. Finally, last November, the hospital addressed this concern by installing a Help Desk. This initiative not only guides OPD and in-house patients but also extends assistance to external patients who reach out via the helpline number associated with the unit.
Every morning, the Help Desk receives inquiries from around 60 to 70 citizens seeking information on hospital details, doctors, OPD, and bed availability. Operating around the clock, 365 days a year, the Help Desk ensures continuous support. In the daytime, two employees man the desk, while at night, one remains available, providing guidance whenever needed, at all times.
“Most calls pertain to bed availability. Desk attendees access a live dashboard to check bed availability and provide timely information to callers. Previously, patients and their families would rush to the hospital only to be turned away due to bed shortages, resulting in wasted time. This system enables us to save crucial time,” said one attendee.
Dr Sangeeta Rawat, the dean of KEM Hospital, underscores the pivotal role of the Help Desk in aiding patients and their relatives. Recognizing that not every visitor possesses comprehensive information about the hospital, the Help Desk serves as a crucial resource for dispelling uncertainties. Dr Rawat said, “The diverse origins of calls span districts like Palghar, Pune, Nashik, Nanded, and beyond.” She recounts a memorable instance where a concerned relative from Uttar Pradesh sought information about bed availability. “The consistent influx of calls, particularly inquiring about the accessibility of ICU beds, underscores the vital support the Help Desk provides in catering to a wide range of healthcare queries,” she said.
Navigating KEM Hospital can be daunting for new patients and their relatives, unfamiliar with department schedules. To address this, a Patient Friend Room was established in front of the Emergency Department, offering assistance to assuage uncertainties and doubts faced by those seeking information about OPD departments and their schedules.
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