PGI’s online lab report system fails to deliver

Ritika Jha Palial

Tribune News Service

Chandigarh, May 12

Over a year after the PGI launched the facility of viewing lab reports online, the system has failed to benefit patients. While the PGI authorities claim that there is no technical snag in the system, experiences of patients undergoing lab tests at the institute in the past 15 days and those standing in a queue for collecting the reports reveal that the one-time password (OTP) for viewing the reports online was never generated after they gave the sample.

Two patients underwent a test pertaining to the Biochemistry Department (CR numbers are available but have been withheld), two weeks ago and collected their reports from the collection counter in the New OPD Block the next day. “I never received any SMS on my mobile, informing me about the availability of reports or any password,” said a patient, requesting anonymity.

Another patient, who visited the Department of Dermatology two weeks ago, gave a sample for a test relating to allergy. The patient managed to collect the reports manually and even met the doctor last week to show the reports. “I had registered my husband’s mobile number at the counter but we did not receive any message,” the patient said (name withheld).

A visit to the report-collection counter today revealed that over 100 patients were standing in a queue to collect their reports between 11 am and 1 pm. Of the five patients approached by this reporter, none had received the OTP. The system was launched last year with much fanfare. Earlier, in December 2014, Chandigarh Tribune had carried out investigations posing as a patient. However, even two weeks after giving the sample, the OTP was not received. The PGI website displays a link for online viewing of reports, stating that an OTP will be sent to the patient’s mobile number (mentioned on the registration card) -- a prerequisite for accessing the report. 

The Biochemistry Department caters to a majority of the diagnostic tests, including liver function tests, kidney function tests, blood sugar levels and others. The department conducts around 12,000 to 14,000 tests every day.

The purpose of the online access facility was to save patients’ time and efforts in frequenting the report delivery counter with uncertainty.

 What the assn says 

“We have not seen the number of patients visiting the counters for collecting reports go down in the past one year. The rush and overcrowding has rather gone up,” said Ashwani Munjal, general secretary, PGI Medical Technologists Association.

Staff member's complaint

Last month, a staff member of the PGI had lodged a complaint with the vice-chairman of the PGI computerisation committee, Dr Narayana, citing unavailability of reports online.  

Facility working fine: PGI   

“The online report facility is working fine. The reports are available once these are processed in the respective labs. Can you share the details (CR No. and receipt No.) so that we can look into this issue?” said PGI’s official spokesperson Manju Wadwalkar.