Rogi Sahayata Kendra

For countless patients traveling from remote villages to hospitals, navigating the complex healthcare system can be overwhelming. The absence of clear information, guidance, and support often forces them to move from pillar to post, uncertain about doctor availability, diagnostic tests, and hospital services. Many fall prey to touts, leading to delayed care, financial exploitation, and frustration. This communication gap not only weakens doctor-patient trust but also contributes to violence in hospitals and declining faith in the public healthcare system. Recognizing this critical need, AGMSWT, in collaboration with the Department of Health & Family Welfare, Government of West Bengal, and the National Health Mission, launched the Rogi Sahayata Kendra (RSK) initiative in 2017 at Egra Sub Divisional and Super Specialty Hospitals. By establishing dedicated patient help desks, known as Rogi Sahayata Kendras, staffed by trained Rogi Sahayaks (Patient Assistants), the initiative ensures easy access to accurate and real-time healthcare information. Patients and their families receive clear guidance on hospital services, doctor consultations, diagnostic tests, and procedural requirements, reducing confusion, stress, and delays in treatment.

Objectives

• Bridging the Information Gap - Provide real-time updates on doctor availability, hospital services, and patient admissions to eliminate confusion.
• Empowering Patients & Families - Ensure that patients understand their treatment journey—from registration to discharge, medical procedures, and cost-related assistance.
• Assisting Healthcare Providers - Reduce the workload on medical staff by efficiently guiding patients, improving hospital workflow and service delivery.
• Preventing Exploitation by Touts - By offering clear and direct access to hospital services, the initiative prevents financial and emotional exploitation of vulnerable patients.
• Strengthening Doctor-Patient Trust - Improve communication and foster trust between patients and healthcare providers, reducing hospital conflicts and grievances.

Impact

• Improved Patient Navigation & Satisfaction - Patients now have a centralized help desk, reducing confusion, delays, and frustration.
• Prevention of Exploitation & Touts - Patients and their families receive direct, reliable guidance, preventing exploitation by middlemen.
• Reduced Doctor-Patient Conflicts - By providing accurate and transparent information, RSK has reduced miscommunication, leading to fewer conflicts and grievances.
• Increased Efficiency of Healthcare Services - Medical staff can focus more on patient care, as Rogi Sahayaks handle administrative inquiries and patient guidance.