Bengaluru's Tele Manas App Fails Hearing-Impaired, Highlights Mental Health Access Gap
In Bengaluru, Pradeep PK, a resident of Malleswaram living with hearing impairment, encountered significant frustration when seeking mental health support. Hoping to find immediate assistance, he recently downloaded the Tele Manas app, a mental health initiative launched by the Union health ministry and Nimhans to provide psychological support. However, instead of help, he faced exclusion.
"The app does not seem to help hearing-impaired people who cannot make phone calls. There is no mention of email, a WhatsApp number, or a mobile number that can provide responses to chat-based queries," Pradeep explained. His experience is not isolated, as many mental health helplines rolled out in recent years across public and private sectors offer only landline or mobile numbers, lacking alternative communication options like chat platforms or email support.
Systemic Neglect of Disability Guidelines
Pradeep pointed out that the Rights of Persons with Disabilities (RPwD) Act, 2016, provides guidelines on making public services disabled-friendly, but these are often ignored. Activists in Bengaluru emphasize that most hearing- and speech-impaired individuals have no reliable resources during mental health emergencies. While some chatbots and alternative platforms have emerged, they are typically not backed by credible institutions, making them untrustworthy.
VS Basavaraju, executive director (strategy) and founder secretary of Disability NGOs Alliance, criticized this oversight: "When the government creates programs on a mega scale, they often forget minorities who might not benefit from one-size-fits-all approaches. We repeatedly see mental health helplines touting numbers helped, but when those with impairments need counselling, resources are largely absent." He added that accessibility challenges extend beyond hearing or speech impairments to include senior citizens unaware of resources and stroke patients unable to speak or type effectively.
Promising Signs of Change on the Horizon
Despite these issues, there are indications that improvements may be forthcoming. According to Naveen Kumar C, professor of psychiatry and head of community psychiatry at Nimhans, feedback from persons with disabilities has been received and is under consideration. "We are working on enhancing accessibility, and it will take at least a few months to integrate it into the system," he stated. For in-person consultations, Nimhans does not have a separate sign language counselling service but utilizes doctors and counsellors proficient in sign language on campus.
In response to the prevalent problem, Dinesh Gundu Rao, the health minister, commented: "Since this is a prevalent problem, I will direct the health department officials to do some research on this subject. We will explore the possibilities of developing a chat-based system which could help those in need."
This situation underscores a critical need for inclusive mental health services in Bengaluru and beyond, urging authorities to prioritize accessibility in future initiatives.
