Mid Day report: Rajawadi Hospital covers unused Rugna Mitra help desk with blue tarpaulin

Out of sight but not out of mind for patients who need help A Rugna Mitra patient assistance booth at Rajawadi Hospital in Ghatkopar East has been covered with a blue tarpaulin a day after midday highlighted that the facility remained unused amid a reported shortage of manpowerpopcorn number2023 descDay Rugna Mitra facilities were announced classDefaultThe development has prompted questions from residents and social workers who believe the priority should be to make the help desk operational rather than conceal it The hospital administration meanwhile has offered a different explanation for the decisionThe booth was intended to help patients and their relatives navigate the hospital Rugna Mitra facilities were announced in 2023 by Suburban Guardian Minister Mangal Prabhat LodhaResidents appalledVijay Susvirkar 49 a resident of Ramabai Ambedkar Nagar said ldquoCovering a booth that was set up for public welfare is wrong Instead of hiding it the administration should ensure that it serves its intended purpose The help desk should be made operational as it would benefit the public In an emergency patients and their relatives should be able to identify the department concerned and locate the ward where a patient has been admittedrdquoSharad Kolamkar 59 a resident of Pantnagar Ghatkopar East said patients often struggle to navigate the hospital particularly when they have to move between departments for tests and other procedures ldquoWhy cover a help desk that was meant for public convenience Patients referred for Xrays or CT scans may have to move from one floor or counter to another sometimes without adequate assistance from hospital staff A functional help desk could guide them to the right department and make the process easier The administration should make the booth operational for the benefit of patients and their relativesrdquo he saidWhat hospital saysDr Bharti Rajulwala medical superintendent of Rajawadi Hospital said she had directed that the booth be covered to protect it from damage and safeguard public safety as an electric vehicle EV charging line used by ambulances passes nearbyShe also said that the help desk would be able to provide meaningful assistance once the hospitalrsquos departments are integrated under the ongoing Hospital Management Information System HMIS compatibility processAccording to her this would allow the person manning the booth to access computerised records and provide accurate information about admitted patients including their ward numbers and floor locations ldquoThere is no other intention behind covering the booth with a tarpaulinrdquo she maintainedA question of accessFor patients visiting a busy civic hospital locating departments finding wards and understanding procedures can be challenging A staffed help desk can provide a single point of contact reducing confusion and helping visitors reach the right place claims Prakash Wani a local Shiv Sena UBT leader who raised the issueThe issue now centres on when the booth will become operational and what arrangements will be available for patients in the meantime While the hospital says its effective functioning depends on the HMIS integration residents want the facility to serve its intended purposeThe administrationrsquos explanation addresses the reasons for covering the booth but questions about staffing the timeline for completing the integration and the availability of patient guidance remainAdvantages of a Rugna Mitra help deskPatient guidance Directs patients to the appropriate departments wards and diagnostic facilitiesSimplified procedures Assists with registration consultations admissions referrals and dischargeSupport for vulnerable patients Helps senior citizens persons with disabilities and patients from rural and economically weaker sectionsReduced confusion and delays Minimises unnecessary movement and procedural difficultiesBetter patient experience Ensures timely guidance and compassionate assistanceImproved access to healthcare Connects patients with available services eligible schemes and applicable concessionsReduced staff burden Handles routine queries allowing hospital staff to focus on patient careBetter coordination Facilitates communication between patients and hospital departmentsTransparency and accountability Provides a point of contact for information and servicerelated grievancesEnhanced public trust Strengthens confidence in BMCrsquos public healthcare services