Islamabad Launches Care1166 Centralised Health Complaint System
Federal health minister inaugurates a single-window digital platform allowing Islamabad residents to lodge healthcare complaints via helpline 1166, with a central dashboard to track resolution and accountability.
The federal government has launched a centralised digital complaint management platform aimed at streamlining how residents of Islamabad raise concerns about public healthcare services. Federal Minister for National Health Services Syed Mustafa Kamal inaugurated the Care1166 Health Complaint Management System at the Federal Directorate of Immunization (FDI) on Wednesday, according to a ministry announcement.
Under the new arrangement, citizens can register grievances concerning the Ministry of National Health Services and its attached departments and institutions through a single helpline, 1166, removing the need to visit multiple government offices in person. The ministry said the platform is designed to make it easier for residents, especially those in remote areas, to reach the relevant authorities by phone and have their concerns formally recorded for action.
Complaints lodged through the system will be automatically routed to the concerned department or designated officer, with progress tracked from registration through to resolution. A central dashboard will record each complaint, identify the officer responsible for handling it and document the steps taken to address the issue. The health minister will be able to access the dashboard from his office to review complaints and monitor how departments are responding.
In its first phase, the system will cover complaints relating to government hospitals and dispensaries in Islamabad, with designated officers at each facility responsible for ensuring grievances are addressed promptly. The ministry said the platform will maintain a centralised, traceable record of complaints, allowing it to monitor public feedback and service delivery across government healthcare facilities.
Beyond individual grievance redressal, the ministry said data gathered through the platform could help identify recurring healthcare problems and disease trends in different areas by analysing complaints received from the public. The initiative is also expected to benefit women, low-income households and marginalised communities by giving them a more accessible route to raise concerns directly with government authorities.
Officials said the system is intended to promote transparency, strengthen institutional accountability and help the government assess the quality of public healthcare services through systematic monitoring of complaints and their resolution.
