Islamabad residents can now report healthcare-related complaints through a new government helpline, offering a direct way to raise concerns without visiting multiple government offices.
Federal Health Minister Syed Mustafa Kamal inaugurated the Health Complaint Management System on November 4. The initiative introduces a centralised mechanism to register, forward and monitor public complaints.
Under its first phase, residents can call 1166 to report issues involving the Ministry of National Health Services, its attached departments, government hospitals and dispensaries.
Every Complaint Gets a Digital Tracking Number
The new system aims to make healthcare authorities more accountable through automated complaint management.
Once a complaint is registered, the system will automatically forward it to the relevant department or responsible officer. Each case will receive a unique digital tracking number.
This will allow citizens to check the progress of their complaints and see what action authorities have taken.
A central dashboard will also help the health minister and monitoring teams review complaints in real time. Meanwhile, designated officers will be assigned to handle grievances at government hospitals.
24/7 Helpline to Monitor Healthcare Issues
The complaint centre will operate around the clock in three shifts. This arrangement will allow citizens to report problems even outside regular office hours.
Officials will also use the collected information to identify recurring healthcare issues and emerging disease trends in different areas.
For example, a sudden increase in similar complaints from one location could help authorities identify a potential health concern and respond earlier.
Nationwide Expansion Planned
The government plans to expand the system across Pakistan after its initial launch in Islamabad.
Mustafa Kamal said the project carries an estimated cost of Rs400 million. It has been developed with support from relevant institutions, including the Pakistan Telecommunication Authority and UNICEF.
The initiative aims to give citizens, including people in remote areas, a direct channel to report healthcare concerns and seek action from relevant authorities.
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