AIIMS Delhi Cracks Down on Touts and Agents: Launches WhatsApp Number for Complaints

In a bid to curb unauthorized individuals exploiting patients, AIIMS Delhi has launched a dedicated WhatsApp number where people can report instances of fleecing or bribe-seeking. This initiative aims to ensure a safe and transparent healthcare environment for all.

In a significant move to curb unauthorized individuals exploiting patients, the All India Institute of Medical Sciences (AIIMS) Delhi has introduced a dedicated WhatsApp number where people can report complaints and provide evidence related to fleecing or bribery.

WhatsApp Number for Complaints

The WhatsApp number, 9355023969, will be operational by the end of February 2024. Patients or their relatives who encounter touts or agents seeking bribes or engaging in fraudulent activities can send audio or video evidence along with details of the incident to this number.

Displaying the Number

To ensure maximum visibility, the WhatsApp number will be prominently displayed in English and Hindi signages in all areas of AIIMS, including the OPD, wards, waiting areas, stores, and pharmacies.

Scope of Complaints

This dedicated number is specifically intended to address complaints related to fleecing of patients by touts or agents and instances where anyone from AIIMS Delhi seeks bribes for services. Routine grievances will not be entertained through this channel.

Monitoring and Action

The WhatsApp number will be monitored round-the-clock by the Security Department. A team of regular security staff will be positioned in the paging room next to the AIIMS Control Room to ensure prompt verification of complaints and take immediate action.

Verification and Action

Upon receiving a complaint, a team will be mobilized in consultation with the duty officer in the Control Room to verify the complaint. If the complaint is found to be genuine, the duty officer will take immediate action in consultation with the concerned administrative incharge.

Documentation and Reporting

The security department will maintain a log book of all complaints received, including the time of complaint, verification, findings, and actions taken. A summary of the log will be furnished to the office of the Director and the office of Additional Director Admin on a daily basis by 9 am.

Responsibility of Staff

AIIMS emphasizes that ensuring a tout-free and bribe-free environment is the collective responsibility of every staff member, including Chiefs of Centres, Medical Superintendent, senior officers, and faculty. However, the security department holds direct responsibility for curbing such activities.

Consequences for Security Staff

In case of verified complaints of fleecing or bribing of patients or their attendants from any area, the entire outsourced security staff posted in that area will be relieved, and regular AIIMS security staff will be posted in their place pending fact-finding and disciplinary proceedings.

Action Against Culprits

In addition to taking action against the culprits involved in fleecing or bribery, appropriate action will also be initiated against those responsible for supervisory oversight of the respective areas after thorough fact-finding and in accordance with prescribed rules.

Conclusion

The launch of this dedicated WhatsApp number is a proactive step taken by AIIMS Delhi to combat the menace of touts and agents exploiting patients. By encouraging reporting and providing a direct channel for complaints, AIIMS aims to ensure a safe and corruption-free environment for patients seeking medical care at the institute.