104 Mobile and 104 Advice are HMRI's two cornerstone programs.
104 Mobile is a technology-enabled, comprehensive, once-a-month health service for the rural poor located more than 3 kilometers away from any public health service provider. Through this program, health services are being offered to each village on a ‘fixed’ date of each month, complementing the existing public health system to create a framework for comprehensive and easily accessible health care delivery. The service leverages information and communication technologies (ICTs) and modern management practices to take health care to the last mile. These interventions facilitate faster and more effective realization of the health objectives supported by the various national health programs.
104 Mobile deploys mobile health units (MHUs) to render 4 hours of services once a month in each habitation with a population of 1,500. Each mobile health unit covers two habitations in a day and 56 villages in a month. With staff comprising paramedics, pharmacists and lab technicians, each mobile health unit provides the following services to the rural beneficiaries:
- Ante-Natal check ups
- Height and weight monitoring
- Basic blood and urine lab investigations and screening
- Advice and medicine dispensation for chronic illnesses such as diabetes, hypertension, epilepsy and COPD
- Medicines dispensed for one month free of cost
The modern, state-of-the-art vehicles carry facilities to store blood/urine samples for testing, medicines and a television screen for public health education.
104 Advice, the flagship initiative of HMRI, is a state-of-the-art health helpline that provides the 80 million people of Andhra Pradesh with round-the-clock, qualified and standardized medical information, advice and counseling in three languages — Telugu, Hindi and English. Anyone in Andhra Pradesh with access to a telephone can reach out to 104 Advice for medical advice and information.
The 104 Advice call center has specially trained counselors, doctors, paramedics, and PhDs on to answer questions from callers.
Key offerings of 104 Advice:
- Medical Advice using triage (classifying the caller’s condition into ‘critical’, ‘serious’ or ‘stable’ states) and providing appropriate advice.
- Counseling Services (counseling on the HIV/AIDS condition, matrimonial discord, depression and chronic diseases, psychological distress, and suicide prevention).
- Directory Information (information about health service providers, diagnostic services, hospitals etc.).
- Complaint Registry (citizens can register complaints against any public health system/provider).
At the front end, HMRI has paramedics and doctors who undergo extensive training in soft skills and refresher courses in domain areas, while at the back end they have medical specialists who guide the development of the content and make constant improvements based on analysis of the calls received. The contact center only uses proven state-of-the-art telecommunications equipment and technology.
Since inception, the service has witnessed strong growth, from 4 seats attending 200 calls a day to a new facility of 400 seats working round-the-clock to attend an average of 50,000 calls daily.