Center for Health Market Innovations (CHMI)

Programs

Dial 1911: Chikitsa Paramarsh Evam Rogi Shikayat Samadan Seva (Health Advice and Complaints Cell for Health Services)

last updated Jan 16, 2013

Overview

Implementing organization: 
Government of Bihar/ State Health Society of Bihar
Implementation Partner(s): 
Aryabhatt Computers
Legal Status: 
Public-private partnership
Year Launched: 
2008
Stage: 
Existing/expansion stage
Income Level of Target Population: 
All income levels

Funding

Primary Source of Funding: 
Government

Technology

Technology Used: 
Phones › Voice

Scale

Personnel Employed: 
10-49
Number of Clients Served: 
17750 (As of 2009)
Number of Facilities Operated/Networked: 
6 control rooms
Summary: 

This service enables individuals seeking health advice or those wishing to make health related complaints to call the toll-free helpline 1911; the call center operator then connects them to an appropriate doctor who will address their concerns.

Program goals/rationale: 

The objective of the scheme is to provide preliminary medical assistance to patients at any time and at any place.

Key program components: 

The Chikitsa Paramarsh Evam Rogi Shikayat Samadan Seva was launched on 1st March 2008 by the Government of Bihar in partnership with Aryabhatt Computers. The service was launched in six divisions: Patna, Gaya, Bhagalpur, Muzaffarpur, Purnia and Saran. The objective of the scheme is to provide preliminary medical assistance to patients at any time and at any place.

This service enables individuals seeking health advice or those wishing to make health related complaints to call the toll-free helpline 1911; the call center operator then connects to an appropriate doctor who will address their concerns. The doctors may direct the patients to the appropriate treatment facilities or prescribe over the counter medication for immediate relief. Doctors and specialists from government hospitals have been empanelled under this scheme and are put on a roster for attending 1911 calls. A list of the doctors, along with their contact information and the roster are provided to the call center.

Pathology labs have also been attached to the scheme with the purpose of collecting samples for tests from the patients’ home. The service is operated through the call center infrastructure created for the 102 ambulance call center in Bihar. As of 2009, this service has benefited about 17,750 callers.

Program history: 

The Chikitsa Paramarsh Evam Rogi Shikayat Samadan Seva was launched on 1st March 2008 by the Government of Bihar in partnership with Aryabhatt Computers.

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