JAIPUR— In line with the state government’s mandate to ensure the seamless delivery of healthcare benefits, Shri Pukhraj Sen, the Managing Director of Rajasthan Medical Services Corporation Limited (RMSCL), conducted a surprise inspection of the Rajasthan Sampark Portal (181) call center. The visit focused on reviewing the status and disposal of public grievances related to the Chief Minister’s Free Medicine Scheme (Mukhyamantri Nishulk Dawa Yojana).
During the inspection, the Managing Director took matters into his own hands by directly speaking with several complainants over the phone to understand their ground-level challenges, subsequently instructing officials to ensure high-quality and time-bound resolutions.
Focus on Unresolved and Unsatisfactory Cases
Shri Sen specifically scrutinized complex cases where administrative action had been taken, but the complainants remained unsatisfied with the final resolution. Emphasizing the priority of the healthcare initiative, he stated that the Chief Minister’s Free Medicine Scheme is an ambitious welfare program of the state government, and every single complaint arising from it must be dealt with utmost sensitivity and seriousness.
To streamline the process, the Managing Director issued the following key directives to the monitoring officials:
- Prioritize Medicine Logistics: Complaints regarding the non-availability, disrupted supply, or distribution delays of essential medicines must be categorized under top priority.
- Inter-Departmental Coordination: Officials must establish immediate coordination with localized health institutions, medical officers, and storage warehouses to fix supply gaps promptly.
- Public-Centric Standards: The ultimate metric of resolution must be citizen satisfaction and the timely availability of healthcare facilities.
Direct Dialogue with Complainants across Rajasthan
To get an authentic assessment of the helpline’s efficacy, the Managing Director personally initiated outbound verification calls from the Sampark Call Center to various far-flung districts. He interacted directly with several aggrieved citizens, including Vinod from Kotputli-Behror, Azad from Hanumangarh, Mohammad Usman from Jodhpur, Adam from Beawar, and Mahendra from Bharatpur.
After listening to their operational grievances regarding medicine procurement at local community health centers, Shri Sen assured them that their issues would be rectified on a priority basis.
Driving Effective Governance through Direct Engagement
The Rajasthan Sampark Portal serves as a vital bridge for effective communication between the general public and the state administration.
This inspection comes as a part of a larger administrative drive ordered by Chief Minister Shri Bhajanlal Sharma. Under this initiative, Administrative Secretaries and Departmental Heads are mandated to visit the Rajasthan Sampark Helpline (181) control room on designated dates to engage in direct dialogue with citizens. This proactive approach aims to ensure that people can get their grievances registered and effectively resolved from the comfort of their homes, fostering transparency and accountability in governance.
