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Developing Standardized Operation Procedures (SOPs) for Primary and Secondary Health Department’s Command and Control Center
SPHERE developed Standard Operating Procedures (SOPs) for Punjab’s Primary and Secondary Healthcare Command-and-Control Center (CCC) to standardize workflows, strengthen coordination, and improve the timely resolution of public health complaints.
The Command-and-Control Center (CCC) plays a critical role in promptly addressing healthcare-related concerns from the public, health managers, and field formations, ensuring timely and appropriate complaint resolution. Incoming issues are received through multiple channels, including the 1033 toll-free health line, social media, and electronic media. Serving as a vital bridge, the CCC facilitates communication between the Health Departments of Punjab and the general public, fostering an effective exchange of information and addressing health-related challenges efficiently. Recognizing the need for a more structured and organized approach, SPHERE Consulting undertook the responsibility of developing Standardized Operating Procedures (SOPs) for the Primary and Secondary Health Department's Command and Control Center. Absence of SOPs results in a haphazard functioning. The developed SOPs shall not only streamline the workflow within the CCC but also contribute to enhanced coordination, responsiveness, and effectiveness in managing healthcare-related issues, ultimately benefiting both the public and health managers in Punjab.