Officials should regularly carry out surprise checks

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It is called going into the system to test its efficacy, and we are all for this. Additional Municipal Commissioner (Western Suburbs) Dr Vipin Sharma recently experienced the Brihanmumbai Municipal Corporation's Hospital Management Information System (HMIS) as a patient to assess the effectiveness of the digital healthcare platform implemented across civic health facilities.

The top official visited a maternity home and a municipal dispensary in Mulund, where he reviewed various stages of the HMIS system, including patient registration, consultation, treatment, and medicine dispensing. He examined the system's technical aspects, utility for patients, and overall implementation. He then said he was satisfied with its functioning.

As part of the exercise, Dr Sharma registered himself on the HMIS platform as a patient, citing symptoms of fever and throat irritation for the two days. He underwent consultation through the system and collected prescribed medicines, thereby experiencing the complete patient journey firsthand. When those in authority involve themselves firsthand in an initiative or facility, it is extremely beneficial. They can see for themselves how it works, what doesn't and loopholes that need to be plugged in.

While it may not be possible in every scenario, people in charge of every facility/infra/project must pose as ordinary persons. Only then will they have a real understanding of shortfalls if any, what needs improvement and how one can undertake this. We are all for surprise checks and in-person experiences, which may throw light on why complaints come in repeatedly. More power to such an enterprising administration.