Patients suffer as promotion of non-functional service continues
Arvind Sharma
Jammu Tawi, July 26: The Jammu and Kashmir government’s 24×7 toll-free 104 Health Helpline, once a crucial support system for patients, health workers and the general public under the National Health Mission (NHM), has been lying non-functional for the past two weeks, thus raising serious concerns over the healthcare accessibility for the general public.
This also raises serious concerns about government’s seriousness in providing better health services to the people of the Union Territory (UT) of Jammu and Kashmir (J&K).
Despite the helpline being discontinued after July 10, several government departments still continue to publicize the number in awareness campaigns and advertisements, leaving people frustrated when they fail to connect.
Whenever, 104 is dialed by the needy people there is no answer. The helpline, operated by Doctor IT Private Limited since 2021, was run under a five-year outsourced contract that expired on June 30, 2026.
Although services continued for a few extra days, but the facility was eventually shut down after no extension or fresh agreement was reached between the company and the National Health Mission (NHM).
Sources said the operating agency had sought an extension until a new tender was finalised, but the proposal did not materialise. The NHM is now reportedly in the process of issuing a fresh tender for the service.
According to the officials familiar with the system, the helpline handled an average of 400 to 500 calls every day.
It served as a one-stop platform for patients facing difficulties in government hospitals, including the non-availability of doctors, treatment-related grievances, Ayushman Bharat issues, teleconsultations with medical specialists, psychiatric counselling for substance abuse, and complaints related to medicines and pharmacy shops.
The service also played an important role in maternal and child healthcare by providing guidance on pregnancy, newborn care, immunization and safe motherhood.
During seasonal disease outbreaks such as dengue, the people used the helpline No 104 to request fogging and anti-larval measures in affected localities.
Over the past few years, the helpline reportedly resolved around 8,000 public complaints, with most cases addressed within seven days.
The continued promotion of the now-defunct helpline by government departments, including the Food and Drug Control Department and NHM itself, has drawn criticism, with many questioning why citizens are still being directed to a service that is no longer operational.
