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99 DOTS- Troubleshooting
Learning Objectivesresolve issues with the toll free lines
Whenever a patient calls a toll-free line on the 99DOTS (Directly Observed Treatment, Short Course) envelope, they should have the following experience:
- The call is answered immediately.
- A brief "thank you" message is played.
- The call hangs up automatically.
In total, the call is less than two seconds long. After this sequence, the Nikshay adherence dashboard will be updated with the adherence details.
Patients may sometimes face issues with the toll-free lines. In such times, the healthcare worker must try to understand the challenge and help the patient to resolve the issue. The table below shows common issues with the toll-free lines and their solutions.
Issues | Solutions |
The patient dials the toll-free number and hears “Thank You”, but the Nikshay dashboard is still showing red. |
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The patient dials the toll-free number but hears an out-of-service voice message. |
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The patient dials the toll-free number but hears “Please check the number”, “Invalid number”, or “Number not in use” voice messages. |
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The patient says that their pre-paid balance is deducted after dialling the toll-free number. |
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The patient has very little or zero balance, dials the toll-free number and hears a long message regarding less or zero balance.
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The patient dials the toll-free number but cannot hear anything or “Thank You” is not heard. |
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The patient says that they are not able to connect to the toll-free lines after 1:00 PM or 3:00 PM.
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Resources:
Assessment
Question | Answer 1 | Answer 2 | Answer 3 | Answer 4 | Correct answer | Correct explanation | Page id | Part of Pre-test | Part of Post-test |
What should be done if a patient dials the 99DOTS toll-free number and hears “Thank You”, but the Nikshay dashboard is still showing red? | Tell the patient that they lied as they did not take their medication. | Check that there are no errors in the patient’s phone number on Nikshay. | Check if the patient used an alternative number to call the toll-free line and register this dual line on Nikshay. | Options 2 and 3 | 4 | If a patient dials the 99DOTS toll-free number and hears “Thank You”, but the Nikshay dashboard is still showing red, then: Check that there are no errors in the patient’s phone number on Nikshay, also check if the patient used an alternative number to call the toll-free line and register this number on Nikshay. |
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