Punjab Plans Modern Medical Call Centers to Verify Healthcare Services

The Punjab government has prepared a plan to establish a modern medical call center system aimed at verifying healthcare services provided at Maryam Nawaz Health Clinics and Maryam Nawaz Hospitals, while also collecting patient feedback to help improve service quality.

According to official documents, the Punjab Health Department has drafted a call center services framework for the 2026-27 financial year.

Patient Feedback and Service Verification

Under the proposed system, patients will receive follow-up phone calls to confirm whether they received the healthcare services they were promised and to share feedback about their experience.

Officials say the initiative is intended to strengthen service monitoring and improve accountability within public healthcare facilities.

Call Center Capacity

The proposed call center is expected to include:

• 140 call agents
• 4 shift supervisors

The system is designed to verify up to 20,000 healthcare services every day, with all verification calls being audio recorded for quality assurance and record-keeping purposes.

Services Included in the Verification Process

According to the proposed framework:

• 100% of normal delivery services will be verified.
• 100% of long-term family planning services will be confirmed through phone calls.
• 30% of antenatal care visits will be verified.
• 25% of OPD consultations, vaccination services, tuberculosis (TB) treatment, and malnutrition screening and treatment cases will also be reviewed.

Multiple Contact Attempts

If a patient does not answer or declines the first verification call, officials will make two additional attempts to establish contact.

If all three attempts are unsuccessful, another patient from a backup list will be selected for verification to ensure daily targets are achieved.

Estimated Project Cost

The estimated cost of the proposed call center project is Rs. 140 million. According to officials, this estimate has been prepared for procurement and bidding purposes as part of the project’s planning process.

The initiative is expected to support improved healthcare monitoring, patient engagement, and service quality across public health facilities in Punjab.