Overview
The 104 Health Information Helpline (HIHL), popularly known as SARATHI 104, is a toll-free, 24×7 health helpline that provides timely medical advice, counseling, and reliable health information to the people of Assam. Launched on 7th November 2010 by the National Health Mission (NHM), Assam in collaboration with the Government of Assam, the helpline plays a critical role in reducing the burden of minor ailments on public health facilities by guiding citizens with authentic and standardized medical advice delivered by trained paramedics, counselors, and doctors.
Through the use of clinical algorithms and disease summary software, SARATHI 104 offers medically validated support related to illnesses, symptoms, treatment guidance, and directory information, while also enabling citizens to register complaints and grievances related to public health services. Beneficiaries can further receive prescriptions and instructions via SMS, enhancing accessibility to essential care.
 ----- CLICK HERE TO VISIT THE PUBLIC DASHBOARD
Integrated Call Centre – Strengthening Health Access
In 2021, NHM Assam initiated the establishment of a comprehensive Integrated Call Centre with inbound and outbound call capabilities, IVRS and SMS gateway services. The unified platform integrates the following services:

SARATHI 104 Health Information Helpline
Early Childhood Development (ECD) Call Centre
Mental Health Crisis Helpline
Public Grievance Redressal

Designed to be scalable and responsive, the Integrated Call Centre ensures robust support during public health emergencies, disease outbreaks and pandemics.
 
 
Core Functional Areas
The Integrated SARATHI 104 Call Centre provides the following key services:

Health Helpline: Medical advice, health information, triage support, and referral guidance.
Mental Health & Psycho-social Counseling: Support for stress, anxiety, depression, substance abuse, and crisis situations.
Public Grievance Redressal: Registration and tracking of grievances related to public healthcare services.
SUMAN Initiative Support: Acting as the first responder for maternal death notifications and follow-up calls.
Early Childhood Development / MCTS Follow-Up: Support to caregivers for child development and immunization continuity.
Non-Communicable Disease (NCD) Follow-Up: Continued care support for hypertension, diabetes, and other NCD patients.
 IVRS-Based Beneficiary Satisfaction Surveys: Service quality assessment and public feedback collection.
Multilingual Assistance: Language-specific call routing in English, Hindi, Assamese, Bengali, Bodo, and other regional languages to ensure comfortable beneficiary interaction.

To promote transparency and empower citizens with access to real-time information, the performance metrics of the Integrated SARATHI 104 Health Helpline are available through a Public Dashboard, accessible to all residents of Assam in the link provided below: