AIIMS Delhi provides the hospital management with a WhatsApp contact to report touts

The AIIMS Delhi administration is taking action against unauthorized persons who take advantage of patients. On Wednesday, they released a WhatsApp number where anyone can report and provide proof of cases of abduction or bribery.

An official directive said that the number would be operationalized by the end of this month.
When speaking with patients and their families, AIIMS Director M Srinivas allegedly discovered that some of them were being abducted by touts and agents who pretended to be able to provide them with medications, assist them with inquiries outside of AIIMS, or refer them to other hospitals in order to expedite their care, among other schemes.

“Anti-corruption helpline number — in case any tout/ agent is fleecing you or anyone is seeking bribe for services at AIIMS New Delhi, please forward the audio or video evidence and location via WhatsApp on this number: +91-9355023969.” Additionally, it said that the number has to be conspicuously posted in both Hindi and English on signs at every location, including the OPD, wards, waiting rooms, shops, pharmacies, etc.

“This number will not entertain routine grievances but shall only take cognisance of the complaints related to fleecing of patients by touts/agents or for complaints in cases where anyone from AIIMS, Delhi is seeking bribe in lieu of any services at the hospital,” according to the directive.

The Security Department will keep a close eye on this number around-the-clock. In order to guarantee timely complaint verification and expedite necessary action, a team of regular security personnel will be stationed in the paging room next to the AIIMS Control Room (Room No. 12, Old Private Ward) around-the-clock.

According to the directive, a team will be sent right away to investigate any complaints received on the specified WhatsApp number, after consulting with the duty officer in the Control Room, in order to confirm the information.

After conducting preliminary verification, if the complaint is found to be authentic, the duty officer will respond promptly and will confer with the relevant administrative incharge.

All complaints received by the security department must be recorded in a log book, which must include the time of the complaint, the date of verification and the results, any actions taken in response to the complaint, etc. According to the directive, a daily summary of the log must be sent by 9 a.m. to the director’s office and the additional director (administrative).

It is emphasized that every employee of AIIMS, including the chiefs of centers, the medical superintendent, senior officials, professors, etc., has a shared duty for maintaining a tout- and bribe-free AIIMS. The office order stated that the entire outsourced security staff posted in the affected area would be relieved and the regular AIIMS security staff posted/incharge of the affected area would be suspended pending fact-finding and disciplinary proceedings. This is because the security department is directly responsible for stopping such activities.

It also said that, after adequate fact-finding and in accordance with established guidelines, action as considered essential should also be taken against individuals in charge of supervisory supervision of the relevant areas in addition to taking the required action against the offenders.