Comprehensive Call Centre (Himachal Pradesh)

Programme Description

National Health Mission (NHM) established a 24 x 7 Comprehensive Call Centre (27 seats) in 2016 with the objective of improving mother and childcare services through a single contact point for monitoring, ensuring traceability and providing information related to pregnancy and child immunization. Using toll free number-104, any citizen can get health advice/ information, avail counselling services, request directory information, or lodge a service complaint against any public health facility:

• Beneficiary can dial toll free 104 and connect to a Health Advisor/ Counsellor or a Doctor who addresses health related queries using medical health software applications.
• The grievances if registered at 104 are forwarded to the concerned authority and after resolution of grievances complainant is informed about the grievance redressal.
• Maternal and Infant Deaths are reported by ASHAs through 104.
• Folllow-up of RBSK vehicles/ teams, TB Patients, Counselling of Tobacco addicts is done through Comprehensive Call Centre.
• Interdepartmental Convergence- for food related grievances.
• ANC, PNC and Immunisation SMS & Voice Messages are sent to beneficiaries.
• Satisfaction and Feedback Surveys are conducted.

Financial Implications

MOHFW through ROP Approvals.

Programme Outcomes

• Total 2,99,257 calls have been received on 104 - since 2016 to till 22nd Aug’2019.
• Facilitated timely corrective actions and getting desired outcomes.
• Tracking of services of beneficiaries during ANC, PNC & Immunisation.
• Reduction of patient load to some extent at DH & tertiary care institutions.
• Follow-up with TB patients.

Scalability

Model is scalable and can be replicated in other states.

Source : We Care Coffee Table Book - Good, Replicable and Innovative Practices 2019