FREQUENTLY ASKED QUESTIONS Note: If you are reading this document online, click the FAQ link to go to the respective topic and get

more details. If you are reading a printed version, refer to the heading numbers to read detailed

explanation of the respective FAQ.

Sr. No.

FAQ Solution

1. Patient has changed phone number

Update the phone number in the Details tab. Always check for data entry errors.

2. Patient has stopped medication

Add relevant tags and enter notes. For past dates, add tags from the adherence calendar of the patient. For adding tags starting from current date to carry forward till patient starts calling again, add it from Tags & Notes tab.

3. Patient moved from one district to another district having 99DOTS

Add notes and then edit the Treatment Center for the patient.

4. Patient died, treatment completed, treatment failed, etc.

Close the case in 99DOTS from the Close Case tab by selecting appropriate Treatment Outcome and end date.

5. Documenting patient interaction

Utilize the Tags & Notes tab in the patient page to write down notes after you interact with a patient. You can also add relevant tags. You can add notes without adding a tag too.

6. How can the staff check the SMS settings?

From Staff Details menu, click the name of the district or TU staff. You can view/edit various settings available with respect to SMS alert frequency and patient registration SMS.

7. How to resolve Toll Free Line complaints? Patient calling, hearing thank you, but dashboard not showing green. Patient calling, gets no service available, or check the number you have dialled message.

For details, refer to the Checklist for Toll Free Lines Issues document available on the training materials page of 99DOTS website.

8 How to mark manual doses?

If you are sure that patient has taken medication, but failed to call or could not call for any reason, you can mark manual doses for that day form the patient adherence calendar.

9. What should I do if I close a case by mistake?

Go to Past Patient tab and open the list of past patients. Check on the name of the patient whose case is to be reopened. Click on the patient name in the Past patient list and then reopen the case by clicking on the Reopen Case tab.

10. Why do I receive an SMS even though the patient calls the toll-free number regularly and the dashboard shows green?

The cut off time to send staff reminder is 3:00PM. If patient does not call before 3:00PM, the missed dose alert is sent to staff based on the alert frequency set for the respective staff. So, if any patient is regularly calling after 3:00PM then the staff will keep getting reminders daily after 3:00PM. Encourage the staff to take medicines before 3:00PM and call the toll-free number

11. How do I download the 99DOTS mobile Android App?

You can download the app from Google Play Store. Search by keywords “99DOTS” without any space in between the words. Alternatively, you can download it from: https://play.google.com/store/apps/details?id=org.a99dots.mobile99dots

12. What should I do if I don’t find a TU on the dashboard?

If the TU is added in Nikshay and not added in 99DOTS, email contact@99dots with the screen shot of Niskhay. The 99DOTS team will add it to 99DOTS dashboard.

13. How do I obtain the 99DOTS mobile app username and password

The 99DOTS username and password is same as the one you use to login to 99DOTS website dashboard. For State, district, and TU it is the same as their Nikshay login.

14. Where can I find training materials about 99DOTS and dashboard

Training materials are available in the Training Materials page of 99DOTS website. You can also use the following link to go to the Training Materials page: https://www.99dots.org/Info

1 Patient has changed phone number If the patient has changed phone number and is calling from the new number, it is important that

the same is updated in the patient details page. You can add this new number as secondary number

for the patient. One primary and three secondary numbers can be saved for the patient. In the

Patient page, you can Edit details from the details tab.

2 Patient has stopped medication If the patient has stopped medication due to several reasons: on medical advice, adverse reaction,

prescription changed temporarily etc. it is necessary to enter the relevant tags. Once you enter the

tag the adherence will show as grey boxes and it won’t be considered as missed doses.

To add tags for past dates > Go to patient page, adherence calendar and add tags for past dates.

Once you add this tag, the calendar will show grey boxes and it won't be considered as missed doses.

To add tag for each single day from current date go to the tags and notes tab and then add the same

tag. This tag will continue to get added for each day, till patient starts calling again.

3 Patient moved from one district to another district having 99DOTS Add notes and then edit the Treatment Center for the patient.

4 Patient died, treatment completed, treatment failed, etc. Close the case in 99DOTS from the Close Case tab by selecting appropriate Treatment Outcome and

end date.

Note: If the patient is not traceable or he/she is absconding, you can close the case as per RNTCP

guidelines. You can wait for X number of days to search for the patient as per the RNTCP guidelines,

and after that close the case with valid Treatment Outcome after discussing with your officials. In

such cases the reason can be Lost To Follow Up. But, we would recommend discussing the outcome

with the officials, before closing the case in 99DOTS.

5 Documenting patient interaction Utilize the Tags & Notes tab in the patient page to write down notes after you interact with a

patient. You can also add relevant tags. You can add notes without adding a tag too.

6 How can the staff check the SMS settings? From Staff Details click the name of the district or TU staff. You can view/edit various settings

available with respect to SMS alert frequency and patient registration SMS.

7 How to resolve Toll Free Line complaints? NOTE: FOR MORE DETAILS, REFER TO THE CHECKLIST FOR TOLL-FREE LINES ISSUES DOCUMENT

AVAILABLE ON THE TRAINING MATERIALS PAGE

8 How to mark manual doses? From patient calendar, click the +Mark/Remove manual doses button.

Select the dates for which you want to mark manual doses and then click the + Confirm altering

manual doses button.

In the Additional notes section, enter why you are marking manual doses and then click the Mark as

Manual button.

In the calendar, the doses for the dates will be shown in light green.

9 What should I do if I close a case by mistake? Go to Past Patients tab and open the list of past patients. Check on the name of the patient whose

case is to be reopened. Click on the patient name in the past patient list and then reopen the case by

clicking on the Reopen Case tab. Once you reopen the case, the patient will now be listed under the

Current Patients list.