Bangladesh's flagship public telehealth service, Shastho Batayan 16263, which has served as a critical healthcare lifeline for millions, is facing an uncertain future due to prolonged funding delays and administrative bottlenecks, triggering concern among health experts, service providers and policymakers.
Launched under the e-Health action plan of the Directorate General of Health Services (DGHS), the round-the-clock helpline enables citizens to receive free medical advice by dialling 16263. The service is currently operated by around 100 MBBS-qualified doctors and 25 health information officers working in shifts.
Despite its growing demand and expanding role in the national health system, no funds have been released for the programme for more than 17 months. Moreover, although its operational renewal is due in April this year, no initiative has yet been taken to ensure its continuation.
Several officials involved in the programme, speaking on condition of anonymity, told The Financial Express that they are living in deep uncertainty, as salaries have not been paid and the future of the project remains unclear.
They urged the ministry to allocate the necessary funds to sustain the service, stressing that the issue goes beyond their own employment concerns and directly affects millions of people who depend on the helpline for accessible healthcare support.
Official data show that the helpline recorded more than 2.34 million calls in 2025 alone, while it currently receives between 5,500 and 6,500 calls daily. Since its inception, the service has handled more than 27 million calls, underscoring its growing significance in Bangladesh's healthcare landscape.
The platform provides consultations on common and specialised diseases, adolescent health, reproductive and mental health, emergency information on ambulances and blood availability, as well as e-prescriptions and video consultations.
During outbreaks such as COVID-19, dengue and mpox, dedicated IVR lines were introduced to manage call volumes and reduce waiting times. The helpline has also supported national immunisation initiatives, including the 2025 typhoid vaccination campaign.
Responding to questions over who should bear responsibility for the looming shutdown, Professor Dr Md Abu Jafar, Director General of the Directorate General of Health Services, said that although Shastho Batayan 16263 was initiated by the government, its day-to-day operations have largely depended on project-based financing.
"After the expiry of specific projects, the absence of regular budget allocations makes it difficult to continue operations. As a result, pressure has built up across all areas, including staff salaries at the call centre, technological maintenance and service upgrades," he said.
Asked about measures taken to restore and sustain the service, he added that the DGHS had informed the Ministry of Health and Family Welfare of the situation and submitted its next operational plan.
"We have communicated all relevant issues to the ministry and sent formal letters. We hope the necessary processes will begin soon," he said.
Md Saidur Rahman, Secretary of the Health Services Division under the Ministry of Health and Family Welfare, said the programme had been discontinued following its exit from the operational plan framework.
"As the programme moved out of the operational plan, it was discontinued. If the Directorate General of Health Services submits a proposal considering the necessity of the service, the ministry will review it," he said.
His remarks highlight the bureaucratic complexities surrounding the continuation of the service and the absence of a clear institutional mechanism to sustain essential digital health initiatives beyond project-based frameworks.
Public health experts warn that shutting down the service would create a significant gap in access to healthcare, particularly for urban populations lacking community clinics and for remote communities with limited physical healthcare facilities.
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