Aiims queueless opd mbillionth 2011

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Objective(s):
To streamline the process of hospital visits and minimize wait times for patients by using m-governence. A secondary objective was to improve transparency and accountability in the OPD’s

Achievements of the programme/project?
1. Following this initiative, patients no longer have to queue for appointments with doctors/ stand in line for registration and can take appointments from the comfort of their homes
2. The wait time to be seen by the doctor has drastically been cut down to less than 2 hour for the majority of the patients
3. In case the doctor is unavailable or there is change in schedule, an intimation by SMS is sent to the patients and appointments rescheduled
4. The token number sent as SMS remains the queue number which is displayed on electronic display boards in real time outside each doctor’s chamber.
5. The OPD area is dramatically less crowded leading to better ambience and staff response.
6. For the first time statistics on the number of patients waiting to be seen by a clinician/ specialty will be available to the government so that necessary policy changes can be made.

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Aiims queueless opd mbillionth 2011

  1. 1. Eliminating queues in hospital clinics An m-health initiative by JPN Apex trauma Centre, AIIMS Dr Deepak Agrawal Head, department of IT JPN Apex Trauma centre, AIIMS, New Delhi
  2. 2. BACKGROUND <ul><li>Bedridden and wheelchair bound patients (head & spinal injuries) have to travel long distances for follow up visits. </li></ul><ul><li>This increases the socio-economic load on the families. </li></ul><ul><li>Scarcity of specialist doctors in rural areas </li></ul><ul><li>Local doctors unable to attend to simple queries of these patients </li></ul>
  3. 3. BACKGROUND <ul><li>Mobile penetration in India exceeds 50% </li></ul><ul><ul><li>The subscriber base in wireless segment increased to 563.73 million in February (TRAI- march 2010) </li></ul></ul><ul><li>Almost every family has access to mobile </li></ul><ul><li>Pilot study at JPNATC shows that all patients could give a mobile number at the time of registration </li></ul>
  4. 4. INTRODUCTION <ul><li>Although Call-centres are common in commercial industries like telecom, the concept has been alien to hospitals. </li></ul><ul><li>Hospitals usually have reception desks which manage general enquiries and appointments. </li></ul>
  5. 5. INTRODUCTION <ul><li>An integrated call-centre on the other hand manages extensive backend administrative chores and services besides providing a host of patient related activities on a common platform. </li></ul><ul><li>JPN Apex Trauma Centre has a mature EMR system making it ideal for case study </li></ul>
  6. 6. Why was the project started <ul><li>Long queues in OPD’s (clinics) especially in governmental hospitals </li></ul><ul><ul><li>Patients stand in line from 6AM </li></ul></ul><ul><ul><li>Encourages corruption & malpractice </li></ul></ul><ul><li>Doctor's may be unavailable </li></ul><ul><ul><li>pts usually come from far distances & it is a major socio-economic burden to come for follow up visits. </li></ul></ul><ul><ul><li>In case the doctor is on leave/ busy, patients have to come another day </li></ul></ul>
  7. 7. AIMS & OBJECTIVES <ul><li>To streamline the process of hospital visits and minimize wait times for patients by using m-health initiatives. </li></ul><ul><li>A secondary objective was to improve transparency and accountability in the OPD’s </li></ul>
  8. 9. <ul><li>Target group: </li></ul><ul><ul><li>General public and patients visiting hospitals </li></ul></ul><ul><li>Geographical reach: </li></ul><ul><ul><li>All over India (As patients come from various states from all over the country to AIIMS) </li></ul></ul>
  9. 10. Initiative 1. Mobile number is captured in the EMR and verified by the Call-centre during the first visit/ admission 2. Call-centre give appointment using voice &SMS 3 . On day -1, sends list of all appointments that files can be taken out 5 . Pt waits with token number which is displayed outside each room 4. On Day ‘0’, final list is prepared and put on each doctors table 6. Call centre phones in evening and gives next appointment based on doctors orders
  10. 11. ACHIVEMENTS <ul><li>Following this initiative, patients no longer have to queue for appointments with doctors/ stand in line for registration </li></ul><ul><li>The wait time to be seen by the doctor has drastically been cut down to less than 2 hour for the majority of the patients </li></ul><ul><li>In case the doctor is unavailable or there is change in schedule, an intimation by SMS is sent to the patients and appointments rescheduled </li></ul>
  11. 13. ACHIVEMENTS <ul><li>The token number sent as SMS remains the queue number which is displayed on electronic display boards in real time outside each doctor’s chamber. </li></ul><ul><li>The OPD area is dramatically less crowded leading to better ambience and staff response. </li></ul><ul><li>For the first time statistics on the number of patients waiting to be seen by a clinician/ specialty will be available to the government so that necessary policy changes can be made. </li></ul>
  12. 14. TECHNICAL OVERVIEW <ul><li>Hardware </li></ul><ul><ul><li>HP proliant rack mounted servers </li></ul></ul><ul><li>Software </li></ul><ul><ul><li>PHP,AJAX, Javasript, Perl for connection </li></ul></ul><ul><li>Platform </li></ul><ul><ul><li>Linux OS </li></ul></ul>
  13. 15. USP <ul><li>Independent of make of mobile phone!! </li></ul><ul><ul><li>SMS & voice call based </li></ul></ul>
  14. 16. Hosted on Internet
  15. 18. Content & Services <ul><li>Content </li></ul><ul><ul><li>Token number </li></ul></ul><ul><ul><li>Appointment time </li></ul></ul><ul><ul><li>Approximate wait times </li></ul></ul><ul><li>Services </li></ul><ul><ul><li>Reminder service </li></ul></ul><ul><ul><li>Appointment booking </li></ul></ul><ul><ul><li>Universal 24 X 7 call centre support (human middleware) </li></ul></ul>
  16. 19. INTERACTIVITY <ul><li>fully functional call centre with all applications integrated and real time availability. </li></ul><ul><li>Even illiterate people can interact, get appointments, discuss their problems and have their questions sent (by email) to concerned doctors without any technological barrier </li></ul>
  17. 20. Sustainability & Scalability <ul><li>The total expenditure is presently around Rs 1 lakh/ month (including a nine seater call centre) </li></ul><ul><li>The width and breadth of the initiative is immense. One tele-centre can cover multiple hospitals, or at state level and even at national level </li></ul>
  18. 21. Vision for mobile technology in India <ul><li>Our vision is to have mobiles as enabling devices for the empowerment of society so that appropriate information is available without end-user technological barriers to the masses. </li></ul><ul><li>For this, a back end call centre which collates all data, integrates with mobile application and acts as an ‘ human middleware ’ to the masses is essential. </li></ul>
  19. 22. THANK YOU

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