After Assam and Andhra Pradesh, now Gujarat will start a health information helpline service, known as ’104′, for the people of the State.According to state Health Minister’s announcement today, the helpline will start working within two months. This means, by March 2011 one would be able to dial the facility actually.
Once the help line starts working, the people would no longer have to wait in queues to seek a doctor’s help or advice, as all health-related information would be readily available round-the-clock just by making a call through mobile or landline phones.
As of now, Deputy Director, Medical Services Commissionerate of Health, Medical Services, Medical Education and Research, is in process of finalizing the things.
An inbound domestic call centre will function as a public helpdesk providing information about queries in the following areas.
1. Pre and Post operative medical care and tracking services
2. Booking appointments with a medical practitioner
3. Managing long term conditions like diabetes, heart issues etc.
4. Response to health scares and other localized epidemics
5. Mental health advice (stress, depression, anxiety, post-trauma recovery)
6. Health and symptoms checker (initial assessment, flu advice, pregnancy related information etc)
7. First aid information
8. Any other health related services
Some of the key services include are:
• Rehab counseling (Alcohol, Drugs, Smoking)
• Psychological counseling (Anxiety, Depression etc.)
• First level medical advice and suggestive medication
• First aid
• Information regarding medical facilities- hospitals, pharmacies, independent practitioners.
• Women and child care information
• Family planning counseling
• Information regarding alternate medication (AYUSH)
• Counseling about stigmatized diseases (HIV, AIDS, Leprosy)
• Nutrition and hygiene Information
• Health alerts and warnings
• Submission of any department related grievances
• Liaison with 108 (GVK-EMRI) helpline to cater to people who may require emergency care.
The services will be available in three languages, viz. Gujarati, Hindi and English. The ratio of doctors to other staff will be maintained as at least 1 doctor for every 6 paramedics. The service provider will offer a per call rate for the services provided. A call will be defined as a phone conversation that lasts for at least one minute. Beyond one minute, all calls will be charged at a flat rate regardless of the duration of the call.
The expected outcomes of this project include:
1. Access to health information for all strata of society.
2. State would be better equipped to handle any health crisis by effectively managing the information dissemination process, and directing people to the right place in the least amount of time.
3. Reduction in the number of footfalls in hospitals.
4. State would be able to optimize the resources in the Healthcare system – funds, personnel, facilities etc.
5. Increased acceptability of confidential medical counseling services, resulting in a decrease in the number of people suffering from such conditions.
A toll free number is proposed to be used to render these services to citizens in the state.
The envisaged call routing of any call coming to the call center is the following:
1. A beneficiary dials the ‘104’ helpline number
2. The call is received by a paramedic
3. If the beneficiary needs emergency care, the call is routed to ‘108’ helpline
4. If the beneficiary needs information, counseling or medical advice, then citizen details are captured and entered in the system
5. The paramedic provides information to the beneficiary as per the data that is available with the helpdesk
6. If the beneficiary asks for medical advice then the paramedic asks for symptoms from the citizen
7. The paramedic provides advice with the support of clinical decision support system available to him/her
8. The paramedic can suggest hospitals/private practitioners to be visited by the beneficiary for further clinical advice
9. The paramedic can also provide information about nearby pharmacists in case the beneficiary needs to know where he can procure medicines etc.
10. If the beneficiary is not satisfied with the counseling, information or medical advice, or if the paramedic believes that more expertise is required to assist the beneficiary, the call is routed to an available doctor.
11. The doctor then tries to provide the relevant information, counseling or advice to the beneficiary.
Paramedic Suitable candidates will be holders of any of the following qualifications:
1. Bachelor of Pharmacy or Diploma in Pharmacy
2. Bachelor of Physiotherapy
3. Bachelor of Science (Nursing)
4. Bachelor of Science (Life Science)
5. General Nursery and Midwifery
6. Master of Social Work
Doctor
1. MBBS / MD (General Practitioner)
2. BDS
3. Clinical Psychologist
4. Degree in AYUSH medicine practices
The development of non emergency health helpline is based on the rapid technological advances that have been happening. The ability to remotely diagnose a person enables specialized care to reach a far greater number of people than it ever did. Also, the development of medical triage algorithms means that people can do highly reliable self by simply providing the symptoms observed. The following table outlines the details of the Non-emergency health helpline service project. It is widely recognized that the health infrastructure across the country is greatly stretched to beyond its real capacity. The socio economic review by the Gujarat state (2007-08) states that more than 60% of villages lie beyond 5 kilometers from the nearest PHC and more than 40% of villages lie beyond 5 kilometers from any medical/health facility (including private 20 dispensaries). This often leads to long waiting times before a person can receive medical advice. It has been also noted that Gujarat has 50% penetration as far as the mobile phone connections are concerned. The best way to provide medical advice is to reach out to people with the most widely available communication medium i.e. telephones.
call 9974617525
Once the help line starts working, the people would no longer have to wait in queues to seek a doctor’s help or advice, as all health-related information would be readily available round-the-clock just by making a call through mobile or landline phones.
As of now, Deputy Director, Medical Services Commissionerate of Health, Medical Services, Medical Education and Research, is in process of finalizing the things.
An inbound domestic call centre will function as a public helpdesk providing information about queries in the following areas.
1. Pre and Post operative medical care and tracking services
2. Booking appointments with a medical practitioner
3. Managing long term conditions like diabetes, heart issues etc.
4. Response to health scares and other localized epidemics
5. Mental health advice (stress, depression, anxiety, post-trauma recovery)
6. Health and symptoms checker (initial assessment, flu advice, pregnancy related information etc)
7. First aid information
8. Any other health related services
Some of the key services include are:
• Rehab counseling (Alcohol, Drugs, Smoking)
• Psychological counseling (Anxiety, Depression etc.)
• First level medical advice and suggestive medication
• First aid
• Information regarding medical facilities- hospitals, pharmacies, independent practitioners.
• Women and child care information
• Family planning counseling
• Information regarding alternate medication (AYUSH)
• Counseling about stigmatized diseases (HIV, AIDS, Leprosy)
• Nutrition and hygiene Information
• Health alerts and warnings
• Submission of any department related grievances
• Liaison with 108 (GVK-EMRI) helpline to cater to people who may require emergency care.
The services will be available in three languages, viz. Gujarati, Hindi and English. The ratio of doctors to other staff will be maintained as at least 1 doctor for every 6 paramedics. The service provider will offer a per call rate for the services provided. A call will be defined as a phone conversation that lasts for at least one minute. Beyond one minute, all calls will be charged at a flat rate regardless of the duration of the call.
The expected outcomes of this project include:
1. Access to health information for all strata of society.
2. State would be better equipped to handle any health crisis by effectively managing the information dissemination process, and directing people to the right place in the least amount of time.
3. Reduction in the number of footfalls in hospitals.
4. State would be able to optimize the resources in the Healthcare system – funds, personnel, facilities etc.
5. Increased acceptability of confidential medical counseling services, resulting in a decrease in the number of people suffering from such conditions.
A toll free number is proposed to be used to render these services to citizens in the state.
The envisaged call routing of any call coming to the call center is the following:
1. A beneficiary dials the ‘104’ helpline number
2. The call is received by a paramedic
3. If the beneficiary needs emergency care, the call is routed to ‘108’ helpline
4. If the beneficiary needs information, counseling or medical advice, then citizen details are captured and entered in the system
5. The paramedic provides information to the beneficiary as per the data that is available with the helpdesk
6. If the beneficiary asks for medical advice then the paramedic asks for symptoms from the citizen
7. The paramedic provides advice with the support of clinical decision support system available to him/her
8. The paramedic can suggest hospitals/private practitioners to be visited by the beneficiary for further clinical advice
9. The paramedic can also provide information about nearby pharmacists in case the beneficiary needs to know where he can procure medicines etc.
10. If the beneficiary is not satisfied with the counseling, information or medical advice, or if the paramedic believes that more expertise is required to assist the beneficiary, the call is routed to an available doctor.
11. The doctor then tries to provide the relevant information, counseling or advice to the beneficiary.
Paramedic Suitable candidates will be holders of any of the following qualifications:
1. Bachelor of Pharmacy or Diploma in Pharmacy
2. Bachelor of Physiotherapy
3. Bachelor of Science (Nursing)
4. Bachelor of Science (Life Science)
5. General Nursery and Midwifery
6. Master of Social Work
Doctor
1. MBBS / MD (General Practitioner)
2. BDS
3. Clinical Psychologist
4. Degree in AYUSH medicine practices
The development of non emergency health helpline is based on the rapid technological advances that have been happening. The ability to remotely diagnose a person enables specialized care to reach a far greater number of people than it ever did. Also, the development of medical triage algorithms means that people can do highly reliable self by simply providing the symptoms observed. The following table outlines the details of the Non-emergency health helpline service project. It is widely recognized that the health infrastructure across the country is greatly stretched to beyond its real capacity. The socio economic review by the Gujarat state (2007-08) states that more than 60% of villages lie beyond 5 kilometers from the nearest PHC and more than 40% of villages lie beyond 5 kilometers from any medical/health facility (including private 20 dispensaries). This often leads to long waiting times before a person can receive medical advice. It has been also noted that Gujarat has 50% penetration as far as the mobile phone connections are concerned. The best way to provide medical advice is to reach out to people with the most widely available communication medium i.e. telephones.
call 9974617525
