Bengaluru: In the corridors of Bengaluru’s Nimhans, Prima from Darjeeling recently experienced firsthand the overwhelming patient load that has become the new normal at India’s premier mental health facility.
Despite arriving early and completing registration by 8.30am, Prima and her epilepsy-affected brother found themselves 135th in line. “We registered around 8.30am and got our OPD screening done by 10.30am but then we had to wait till 2pm to consult the doctor. By the time the tests were done, it was 5pm,” she recalled.
Prima’s not alone. The institution has seen patient numbers skyrocket since the pandemic, with over seven lakh individuals seeking mental health care between Jan 2024 and March 2025 alone.
Operating beyond its intended capacity, Nimhans’ attempt to manage the crowds through an online token system has proven ineffective. “We had registered online but still had to stand in a queue and register again manually. There is no point in registering online,” Prima said.
At OPD Waiting Hall 2 on Saturday last, Aayush (name changed), an IT professional from Marathahalli with Restless Leg Syndrome, waited for three hours. “There is no one to guide patients here. For elderly patients, particularly those with mental disorders, navigation is a huge challenge,” said Aayush, adding that he had to wait for three months to get a DOPA PET scan done. “When we came here last time, a radioactive element was not prepared and so we couldn’t get the test done,” he said, adding that Nimhans is also facing a shortage of doctors.
Sourav, attending to his father who needed neurological consultation, came across as a dutiful son. In the crowded, warm environment, he ensured his father remained hydrated and nourished. “Our token number is 120,” said the 34-year-old KPMG employee while managing his father’s wheelchair.
The extended waiting periods foster interaction among patients and their bystanders, leading to connections.
Bharati and Sunita were seen engrossed in a conversation. “We reached at 4am, much before the OPD started,” said Bharati, a Mandya resident, holding her dabba. She always brings packed meals to Nimhans, anticipating lengthy queues. “If you come early, you can leave early,” she said.
Quotes
The waiting period leads to resentment and forms the basis of grievances. Patients expect to be seen on first come, first served basis but as medical professionals, we see patients on basis of the severity of the diseases. We have to triage. However, for an individual patient, his/her ailment is of great concern to himself/ herself and family. Decentralisation and a proper referral system will reduce overcrowding.
Dr Dhaval Shukla, professor of Neurosurgery, Nimhans
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Decentralisation, tele-screening on cards
Nimhans is looking at decentralisation and tele-screening to reduce crowding at its OPD facility in the main campus.
OPD services are slated to start at Nimhans North Campus, Kyalasanahalli, later this year. A new OPD complex, approved in principle, at the main campus is being designed to ensure more comfortable waiting areas.
Tele-screening, to be rolled out shortly, will ensure that all new patients who are registered online will be seen once via teleconsultation before they report to Nimhans.
Dr Muralidharan Kesavan, medical superintendent and professor of psychiatry, Nimhans, said: “Additionally, we have deployed patient-care coordinators in the OPD and emergency service areas to assist patients and families in navigating the treatment processes. Issues related to the token management system will be resolved soon.”
He said KABHI and TELEMANAS programmes are already in place for providing neurology and mental health care locally or virtually. Token display system has been implemented in the OPD since Nov 2024. Self-registration kiosks are also in place from Jan 2025. “QR code-based feedback – Namma Aaspatre – enables patients to provide feedback at all times. Our OPD satisfaction rate is about 9-9.1/10 and our IP satisfaction rates are usually around 9.6/10,” Dr Kesavan said.