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Government Of Assam Health & Family Welfare National Health Mission

Sarathi 104

  • Background:

    The Government of Assam under the National Rural Health Mission has been laying increasing focus on the preventive aspect of diseases. However, for prevention, it is important that information pertaining to diseases is readily accessible. Despite best efforts, the availability of medical personnel, particularly MBBS or specialist doctors, remains a challenge for the public hospitals and health facilities, especially in the remote areas of the state. Fortunately, the advances made in information technologies have made it possible to provide medical advice from geographically distant locations. It was in this context that State Government of Assam decided to take advantage of technology to make available medical advice to all the people in the state of Assam through a simple phone call. 104 is the number of a toll-free health helpline which any citizen of the state from anywhere in the state can call any time of the day or night to access validated and scientific health related information. This 24x7 call center has been established in Guwahati by the National Health Mission, Assam, in partnership with Piramal Swasthya.

    About 104 Sarathi and its services:

    104 SARATHI is a one stop Health Information Helpline for resolving all health-related issues of the citizens of Assam in a time bound manner. Sarathi is staffed by qualified and well-trained paramedics, counselors, and doctors who are supported by algorithms and disease summaries. The algorithms and disease summaries standardize care across conditions. As a result, patients with the same symptoms will receive the same diagnosis and same treatment. Sarathi 104 empowers the citizen of Assam to have authentic and standardized medical advice from skilled medical professionals, including prescriptions through SMS on mobile phones. 104 Sarathi also collects information from rural health workers regarding epidemics and outbreaks and passes the information along to the government to spark appropriate response. The services offered by the initiative are:

    • Medical Advice - is the primary service aimed at providing preliminary diagnosis of symptoms, and subsequent measures to be taken. A competent group of trained medical and paramedical personnel use specially designed decision support tools to assess a patient’s condition and provide advice.
    • Counseling Services - Trained Counselors provide counseling to callers in matters of HIV/AIDS condition, matrimonial discord, depression, chronic diseases, psychological distress and suicidal tendencies.
    • Directory Information - This service provides information about health service providers, hospitals, diagnostic centers, pharmacists, etc.
    • Service Improvement - This service is aimed at improving the delivery of existing public health services in the state of Assam. A caller can register a discrepancy in the existing system or alert regarding the requirement of medical action, which is notified to the government authorities.

     

    Key features of 104 Sarathi Health Information Helpline:

    • Authentic and standardized medical advice from skilled medical professionals.
    • Staffed by well trained Paramedics, counselors, doctors & specialists to provide medical advice.
    • Medically validated advice provided by computerized proven & tested clinical algorithms & protocols.
    • Prescription of approved medicines through SMS to the callers.
    • Information on all health aspects with priority to National Health programs.
    • More than 75% of the calls are from rural & remote areas.

    Progress:

    SARATHI PERFORMANCE SINCE INCEPTION

    Call Details

    2010-11

    2011-12

    2012-13

    2013-14

    2014-15

    2015-16

    2016-17

    2017-18

    2018-19

    2019-20(Till 31st May-2019)

    Total

    Total Calls Received

    270511

    1125771

    1729104

    2346895

    2379987

    1969859

    1743034

    1524839

    1314552

    220222

    14624774

    Total Service Provided Calls

    108753

    548693

    673103

    858414

    745174

    599252

    528963

    452945

    381776

    70972

    4968045

    Medical Service Provided Calls

    106703

    534615

    650794

    833520

    723578

    580612

    512313

    436799

    368032

    69231

    4816340

    Counselor Service Provided Calls

    2043

    7370

    15446

    15115

    14499

    13244

    13053

    12331

    10355

    1302

    104758

    Information  Provided Calls

    0

    4955

    5303

    7600

    5556

    4291

    2721

    3204

    2883

    332

    36845

    Complaint Logging Calls

    0

    1636

    1693

    2249

    1967

    1121

    883

    589

    490

    106

    10734

    ASHA Helpline calls

    0

    1270

    709

    16309

    11625

    973

    501

    310

    137

    46

    31880