.

1. Use of ICT (Information &
Communication Technology) in
improving Accountability and
quality of service in public hospitals
in India
Deepak Agrawal
Chairman, Coputerisation
AIIMS, New Delhi

2. Background
• There is a lot of dissatisfaction with the working of
public funded hospitals in India.
Crowding at AIIMS, N Delhi

3. Purpose & Priorities
• Primary objective: To improve transparency and
accountability in public funded hospitals by the use
of ICT which can be scaled to a national level
• Other priorities were to improve patient satisfaction
and delivery of services in the Emergency
department & OPD’s by use of ICT - the two key
areas where patient dissatisfaction was maximal.
• To improve the online content and services offered
to patients & relatives so as to improve the overall
experience of visiting public funded hospitals

4. Strategies
• Call Centre
• Online real time audit
• eMLC
• Patient Display System & SMS integration

5. Strategy 1: Call Centre
• Use of call center as a
middleware between
patients & the hospital
 Leveraging Call Centre for
making OPD’s queue-less

6. Strategy 2: Real time Audit
• Real-time statistics on website with audit of all departments &
completely online RTI application process for improving
transparency and accountability

7. Strategy 3: eMLC
• Development of eMLC (Electronic medico-legal
case-sheet) for improving accountability and
requirements of the police & Judiciary.

8. Strategy 4: Patient Display System (PDS)
& SMS Integration
Development of PDS for real time display of patients &
their status in the Emergency department along with
SMS Integration
The Indian Express, Sep 26, 2012

9. Reasons for Success
• Uses existing manpower (Nurses/
DEO’s) and nil or minimal extra
manpower required for
Implementation
• Extremely Cost-effective: Uses
Open source or in-house
developed software which can be
scaled to any level
• High visibility of ICT use to all
Stakeholders (Patients/Doctors and
nurses)
Before Call centre-appointment system
After Call centre-appointment system

10. JPNA Trauma Centre
• Cleanest & most well
maintained public
hospital in India
• Patient –centric hospital
• One of the most IT
enabled hospitals in
India
Waiting area for patients &
relatives inside trauma center

11. Replication & Scalability
• This model is now being replicated in AIIMS, New
Delhi (>3000 beds)
• MOU with 6 new AIIMS Directors to have same
model in all hospitals
Signing of MOU with directors of all 6 AIIMS

12. 2013 Award
Most Innovative Heathcare Provider
JPNA Trauma Centre, AIIMS, N Delhi

13. Thank you