23 October,2026 08:19 AM IST | Mumbai | Vinod Kumar Menon
The Rugna Mitra help-desk cabin at Rajawadi Hospital in Ghatkopar East prior to mid-day’s report (right) The non-functional facility is covered with a tarpaulin on Thursday. Pics/By Special Arrangement
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 mid-day highlighted that the facility remained unused amid a reported shortage of manpower.
[popcorn number="2023" desc="Day Rugna Mitra facilities were announced" class="Default"]
The 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 decision.
The 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 Lodha.
Vijay Susvirkar, 49, a resident of Ramabai Ambedkar Nagar, said, "Covering 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 admitted."
Sharad 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. "Why cover a help desk that was meant for public convenience? Patients referred for X-rays 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 relatives," he said.
Dr 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 nearby.
She also said that the help desk would be able to provide meaningful assistance once the hospital's departments are integrated under the ongoing Hospital Management Information System (HMIS) compatibility process.
According 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. "There is no other intention behind covering the booth with a tarpaulin," she maintained.
For 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 issue.
The 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 purpose.
The administration's explanation addresses the reasons for covering the booth, but questions about staffing, the timeline for completing the integration, and the availability of patient guidance remain.
Patient guidance: Directs patients to the appropriate departments, wards, and diagnostic facilities.
Simplified procedures: Assists with registration, consultations, admissions, referrals, and discharge.
Support for vulnerable patients: Helps senior citizens, persons with disabilities and patients from rural and economically weaker sections.
Reduced confusion and delays: Minimises unnecessary movement and procedural difficulties.
Better patient experience: Ensures timely guidance and compassionate assistance.
Improved access to healthcare: Connects patients with available services, eligible schemes, and applicable concessions.
Reduced staff burden: Handles routine queries, allowing hospital staff to focus on patient care.
Better coordination: Facilitates communication between patients and hospital departments.
Transparency and accountability: Provides a point of contact for information and service-related grievances.
Enhanced public trust: Strengthens confidence in BMC's public healthcare services.
