The federal government has launched a new digital healthcare complaint management system in Islamabad, allowing residents to report problems at government hospitals and other health institutions through a single helpline number, 1166.
Federal Minister for National Health Services Syed Mustafa Kamal inaugurated the Care1166 Health Complaint Management System at the Federal Directorate of Immunization (FDI) on November 4, 2026.
The new system is designed to provide citizens with a centralised platform for registering healthcare complaints, tracking their progress and monitoring how government departments respond.
Initially, the service will cover complaints relating to government hospitals, dispensaries, the Ministry of National Health Services and its attached departments and institutions in Islamabad.
Under the automated system, complaints will be forwarded to the relevant department or designated officer, while a central dashboard will allow authorities to monitor each case from registration through to resolution.
The initiative aims to improve transparency, strengthen accountability and make it easier for citizens to raise concerns about public healthcare services without visiting multiple government offices.
Islamabad Residents Can Register Complaints Through 1166
The Care1166 system introduces a centralised complaint registration process for residents of Islamabad.
Instead of visiting different government offices to report problems, citizens can contact the health helpline at 1166 and register their complaints directly.
The initiative is particularly intended to help people who have difficulty travelling to government offices, including residents of remote areas, women, low-income households and marginalised communities.
Through the helpline, citizens can report healthcare-related concerns involving government hospitals, dispensaries and other institutions operating under the Ministry of National Health Services.
The ministry aims to make the complaint process more accessible by allowing people to communicate their concerns through a telephone call.
The 1166 number was already operated as the Sehat Tahaffuz health helpline by the Federal Directorate of Immunization. The new Care1166 initiative expands its complaint-management role through a more structured digital monitoring system. <Cite refs={[“turn476474view0″,”turn476474view1″,”turn470611search1”]}/>
Every Complaint Will Receive a Digital Tracking Number
One of the main features of the new system is the introduction of digital tracking for registered complaints.
According to the government announcement, every complaint will receive a unique digital tracking number after registration.
The system will automatically forward the complaint to the relevant officer or department responsible for addressing the issue.
This arrangement is intended to ensure that complaints are not simply recorded and forgotten but remain traceable throughout the handling process.
The digital tracking mechanism will also allow authorities to monitor the progress of individual complaints and identify cases that require further attention.
For citizens, the tracking number will provide a reference for following up on their complaints.
The government says the system will improve communication between citizens and healthcare institutions by creating a clearer process for recording problems and documenting the action taken.
Central Dashboard Will Monitor Hospital Complaints
The Care1166 system also introduces a central digital dashboard to strengthen oversight of complaint handling.
The dashboard will maintain records of registered complaints, the officers responsible for handling them and the progress made towards resolving each issue.
Federal Health Minister Syed Mustafa Kamal will have access to the dashboard from his office, allowing him to review public complaints and monitor responses from relevant departments.
The system is designed to provide a central view of complaints rather than leaving different institutions to manage public grievances through separate and disconnected arrangements.
The ministry will be able to examine how many complaints have been received, which departments are responsible for them and what steps have been taken to address the reported problems.
This monitoring mechanism could also help identify facilities where similar complaints are repeatedly being reported.
Initial Phase Covers Government Hospitals and Dispensaries
The first phase of Care1166 will focus on healthcare complaints involving government hospitals and dispensaries in Islamabad.
Designated officers at the relevant healthcare facilities will be responsible for receiving complaints referred through the system and ensuring appropriate follow-up.
The centralised arrangement is intended to provide the Ministry of Health with a clearer picture of public concerns and service delivery across government healthcare facilities.
Complaints may highlight problems involving hospital administration, access to services, patient facilities and other issues that fall within the responsibility of the relevant health authorities.
The ministry expects the system to create a more organised process for handling such concerns.
However, the launch announcement does not specify a fixed resolution deadline for every complaint or guarantee that all reported issues will be resolved within a particular period.
The effectiveness of the system will therefore depend on how quickly designated officers respond and whether hospitals take appropriate action after receiving complaints.
Healthcare Complaint Data Could Help Identify Disease Trends
Beyond managing individual grievances, the new platform is expected to generate information that could help authorities identify recurring healthcare problems.
The ministry plans to analyse complaint data to understand issues affecting different areas and identify patterns that may require administrative or policy attention.
For example, repeated complaints from particular locations could highlight weaknesses in healthcare access, the availability of services or the performance of specific facilities.
Information collected through the platform may also support healthcare surveys, preventive measures and future policy formulation.
Radio Pakistan reported that the government intends to use data generated by the system for broader healthcare planning and early preventive action. <Cite refs={[“turn476474view0″,”turn470611search3”]}/>
The approach could help authorities move beyond responding to individual complaints and use public feedback to identify wider problems within the healthcare system.
Mustafa Kamal Says Transparency and Accountability Are Priorities
Speaking at the inauguration ceremony, Syed Mustafa Kamal emphasised that an effective complaint-resolution mechanism was important for improving public service delivery and strengthening citizens’ confidence in the healthcare system.
He said transparency and accountability remained important government priorities and stressed the need to give citizens a direct way to communicate their healthcare concerns.
The minister also highlighted the importance of monitoring complaints after registration to ensure that relevant departments take responsibility for addressing reported problems.
The initiative is intended to improve the relationship between healthcare institutions and the public by making government services more responsive to citizens’ needs.
The launch ceremony was held at the Federal Directorate of Immunization in Islamabad, with the new system introduced under the Ministry of National Health Services.
Government Plans Nationwide Expansion of Care1166
Although the initial rollout is limited to Islamabad, the federal government plans to expand the complaint management system nationwide.
According to Radio Pakistan, Mustafa Kamal said the nationwide expansion would be undertaken at an estimated cost of Rs400 million.
The broader rollout could eventually allow residents in other parts of Pakistan to use the same centralised mechanism to report healthcare-related concerns.
A nationwide system would also provide the federal health authorities with a larger database of public complaints and service-delivery problems across different regions.
However, the government has not yet announced a detailed schedule for extending the service to other cities and provinces.
For now, Islamabad remains the initial implementation area while the ministry works on the proposed expansion. <Cite refs={[“turn476474view0”]}/>
How Islamabad Residents Can Use the Care1166 System
Residents who want to report healthcare-related problems involving government institutions in Islamabad can use the following process:
- Call the health helpline at 1166.
- Explain the healthcare-related complaint to the helpline representative.
- Provide the relevant details about the hospital, institution or department involved.
- Obtain the digital tracking number assigned to the complaint.
- Use the tracking reference when following up on the matter.
The complaint will be routed to the relevant department or designated officer through the central system.
Citizens should keep their tracking numbers available so they can refer to their complaints when requesting updates.
The service is intended for complaints involving the Ministry of National Health Services and its attached departments and institutions during the initial Islamabad rollout.
Residents should note that the new Care1166 complaint-management service is not a replacement for emergency medical treatment. Anyone facing an immediate medical emergency should seek urgent medical assistance rather than relying on the complaint process.
What the New System Means for Public Healthcare in Islamabad
The launch of Care1166 introduces a more structured way for Islamabad residents to raise concerns about government healthcare services.
By combining a single helpline, digital tracking numbers, automatic complaint referrals and a central monitoring dashboard, the initiative aims to make public grievances easier to register and follow up.
For patients and their families, the system could provide a more convenient way to report problems without repeatedly visiting different government offices.
For hospital administrations, it introduces a formal mechanism through which public complaints can be recorded and monitored.
For the Ministry of Health, the collected information could help identify recurring service-delivery problems and areas requiring administrative attention.
The success of the initiative will ultimately depend on how effectively departments respond, how quickly complaints are addressed and whether the system is expanded beyond Islamabad.
With a nationwide rollout planned at an estimated cost of Rs400 million, Care1166 could become an important part of the government’s efforts to strengthen healthcare accountability across Pakistan.
Also read: The Islamabad Capital Police will build a top-notch hospital.
