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CASE STUDY

situation involving his five- the necessary CTVS surgery. Grievance Cell emphasised
month-old baby, Kaniz The necessary treatment was the importance of timely
Kulsum. On 7th June 2023, provided and the 5-month- resolution and highlighted
the baby was diagnosed with old baby got the required life- the violation of Shraboni‘s
a heart blockage, leading saving treatment. rights. The intervention led
to critical complications. Case Study 2: The Story to a positive resolution, with
Seeking medical help, the of a Student’s Erased the school administration
citizen visited Bagnan Accomplishments acknowledging Shraboni‘s
Hospital and Uluberiya outstanding academic
Mohokuma Hospital, both The Crisis: achievement and handing
of which recommended Shraboni Gupta (Name over her ISC Marksheet and
immediate surgery. As the Changed), a meritorious certificate.
baby’s condition deteriorated, student of renowned
she was admitted to the ICU educational institution of 4.7 Challenges and Future
at PG Hospital. The ICU at Kolkata, found herself in Perspectives
PG Hospital became their last the midst of a distressing Challenges:
hope. However, PG Hospital situation when her ISC
lacked the necessary facilities marksheet was withheld • Pre-existing inefficiencies
for the required open-heart by the school without any in public service delivery.
surgery in his desperate plea valid reason. Furthermore, • Limited technological
to Hon’ble Chief Minister, despite scoring 100/100 infrastructure and resource
the citizen implored the in History, she discovered constraints.
concerned authority to that her name had been
arrange a bed in any hospital deliberately struck off the list • Ensuring digital literacy
capable of providing the of individuals who achieved and accessibility for all
essential treatment without subject-wise excellence. citizens.
delay. This act, wherein her name
Intervention and Resolution: was initially printed and Future Perspectives:
later crossed out with a pen, • Expansion of AI and
Upon receiving Sek Hazrat deeply hurt Shraboni. Despite
Ali’s grievance, the Chief her repeated attempts, the machine learning tools for
predictive analysis and
Minister’s grievance cell school administration failed proactive service delivery.
promptly intervened in to provide any justification
the matter. The case was for their actions. This created • Enhanced digital literacy
immediately taken up with significant inconvenience programs to increase
the relevant authorities and uncertainty for Shraboni citizen engagement.
and medical professionals. regarding her future
After consultation with the endeavours. • Potential for global
Cardiothoracic and Vascular Intervention and Resolution: replication in developing
Surgery (CTVS) team, it was countries.
determined that the baby falls Upon receiving the complaint, 5. Conclusion
under the Sishu Sathi scheme the Chief Minister’s Grievance
(State Government Health Cell intervened and engaged The grievance redressal
Scheme for Children) and with the school education initiative spearheaded by
awaits approval for a referral department to address the Chief Minister’s Office
to Narayana Hospital for the issue promptly. The in West Bengal showcases

50 HUDCO-HSMI Publication