Enhancing Healthcare Access: Sarathi 104 Health Information Helpline in Assam
Sarathi 104 Health Information Helpline, a project by National Health Mission in Assam, addresses the lack of accessible health information, providing round-the-clock services, expert counseling, and grievance redressal. The system integrates technology for automated diagnosis, supports multiple languages, and has handled millions of calls, emphasizing timely intervention and appropriate care.
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Presentation Transcript
Sarathi 104 Health Information Helpline with Grievance Redressal System National Health Mission, Assam Health & Family Welfare Department Government of Assam
Situation Analysis Areas of concern There was no single window system to provide health information in the State. For small medical advices, people have to visit Doctor. For that many health issues remain unattended. People hesitate to visit doctor for certain health issues specially sex related issues. Adolescents neither consult with doctor nor with parent for their health issues (specially sexual and psychological related issues) which remain unattended. There was no structured mechanism to redress the grievances of public related to health facilities, services etc There was no structured mechanism to address the information of epidemic outbreak from public.
Single Window System for Help information and Grievance Services under Sarathi 104 Health Advice Counseling Health Information Helpline Grievance Redressal Epidemic Helpline RSBY Helpline ASHA Helpline
Salient Points of Sarathi 104 Salient points Caller can directly call in the 104 Toll Free No Services are available on 24X7 basis for 365 days a year State of the Art Software Technology Manned by trained Paramedical Staff, Counselors and Doctor Provides Health Care personnel with Timely Referral & appropriate intervention. Integration with 108 services. Validated Algorithm & Treatment Protocols Services offered in Hindi , English , Assamese and Bengali Started on 20th July 2010 with 50 Seats
Technology Technology used in Sarathi 104 Automated Diagnosis: Clinical Decision Support System (CDSS) tools enable diagnosis of minor ailments by paramedics allowing doctors to focus on complex cases only. 800 algorithms are used for automated diagnosis of minor ailments. 650+ Disease Summaries are used to provide advice over the phone New Disease information are updated regularly
Call Flow in Sarathi 104 Emergency Transport Health Advisory officer Switching Server Medical Officer Exchange Caller Counseling Officer Complaint Logging/Directory Information/Complai nt Redressal
Achievements of Sarathi 104 Sarathi 104 has received more than 1 Crore Calls. On an average 6500 calls received per day. Cumulative Calls 1,04,18,859 1,20,00,000 98,26,553 1,00,00,000 Cumulative Number of Calls 78,74,997 80,00,000 57,24,203 60,00,000 31,25,386 40,00,000 13,96,282 20,00,000 2,70,511 0 2010-11 2011-12 2012-13 2013-14 2014-15 2015-16 2016-17 (Up to July, 16) As on
Steps for Online eCRS System NHM Assam has developed online electronic complaint Redressal system (eCRS) for quick redressal of the complaints. Complaints received from 104 imported in eCRS Authorized officer of NHM segregate the complaints and forwarded to respective District/ Directorate. Forwarding letter along with complaint detail auto generated. District / Directorate user update action taken report State level user verifies the action taken report and send to 104 to inform the caller about the action taken. If action take not satisfied then return to District. Callers are informed about action taken from 104. If Caller satisfied then call closed. If caller not satisfied, then call again forwarded to District.
Process Flow for Electronic Grievances Redressal System (eCRS) Receive data from 104 Call Center No Call the caller to get required information Checking of Information (Check whether information is specific or non specific) Segregation (Administrative process to set Priority & Category) 1. Generate order 2. Send SMS Forward to District/ Directorate Receive Action Taken report from District/ Directorate Generate Reminder Inform Caller through 104 No Yes If Satisfied Close the Case
Category wise Complaints Infrastructure Development related 102 1% Miscellaneous 43 1% Service Related 1814 27% Service Related Human Resource related Scheme related 2785 42% Scheme related Human Resource related 1938 29% Infrastructure Development related Miscellaneous Total 6682 complaints received out of which 4738 (71%) complaints readdressed from 17th August 2011 to 25th August 2016.
Integration of eCRS with Assam MCTS Call Centre Assam MCTS Call Centre Assam MCTS Call Centre inaugurated on 1st September 2013 Phone Calls are made to Pregnant Women and parent of Children regarding due date of services and information about various health schemes. During interaction with beneficiaries actual status of implementation of programmes collected by asking simple question whether the benefits has been received or not. All negative feedback received from beneficiaries are treated as complaint and also readdressed through Complaint Redressal System. Total 86,487 negative feedback collected through Assam MCTS Call Centre from 1st September 2013 to 25th August 2016
