Federal Minister for National Health Services Syed Mustafa Kamal on Wednesday inaugurated the Care1166 Health Complaint Management System at the Federal Directorate of Immunization (FDI), introducing a centralised digital platform to register public grievances and improve accountability in the health sector.
The new initiative will allow residents of Islamabad to lodge complaints about the Ministry of National Health Services and its attached departments and institutions through a single helpline, 1166, eliminating the need to visit multiple government offices.
The platform is intended to make it easier for citizens, particularly those in remote areas, to contact the relevant authorities by phone and have their health-related concerns formally recorded for action.
According to the ministry, complaints submitted through the system will be automatically referred to the relevant department or designated officer. Their progress will then be tracked from registration through to resolution.
A central dashboard has also been introduced to record each complaint, identify the officer responsible for handling it and document the steps taken to address the issue. The health minister will have access to the dashboard from his office, allowing him to review complaints and monitor how relevant departments are responding to public concerns.
Beyond registering grievances, the system is designed to ensure that complaints receive proper follow-up and that authorities’ efforts to resolve them can be monitored.
The ministry said the data collected through the platform could also help identify recurring healthcare problems and disease trends in different areas by analysing complaints received from the public.
In its initial phase, the system will cover complaints concerning government hospitals and dispensaries in Islamabad. Designated officers at the respective facilities will be responsible for ensuring that grievances are addressed promptly.
The platform will maintain a centralised, traceable record of complaints related to hospitals, enabling the Ministry of Health to monitor public feedback and service delivery across government healthcare facilities.
The ministry said the initiative is expected to be particularly beneficial for women, low-income households and marginalised communities by giving them a more accessible way to raise concerns directly with government authorities.
The system is expected to promote transparency, improve institutional accountability and help the government assess the quality of public healthcare services through the systematic monitoring of complaints and their resolution.
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