1. Use of ICT (Information &Communication Technology) inimproving Accountability andquality of service in public hospitalsin IndiaDeepak AgrawalChairman, CoputerisationAIIMS, New Delhi

2. Background There is a lot of dissatisfaction with the working ofpublic funded hospitals in India.Crowding at AIIMS, N Delhi 3. Purpose & Priorities Primary objective: To improve transparency andaccountability in public funded hospitals by the useof ICT which can be scaled to a national level Other priorities were to improve patient satisfactionand delivery of services in the Emergencydepartment & OPDs by use of ICT - the two keyareas where patient dissatisfaction was maximal. To improve the online content and services offeredto patients & relatives so as to improve the overallexperience 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 amiddleware betweenpatients & the hospital Leveraging Call Centre formaking OPDs queue-less 6. Strategy 2: Real time Audit Real-time statistics on website with audit of all departments &completely online RTI application process for improvingtransparency and accountability 7. Strategy 3: eMLC Development of eMLC (Electronic medico-legalcase-sheet) for improving accountability andrequirements of the police & Judiciary. 8. Strategy 4: Patient Display System (PDS)& SMS IntegrationDevelopment of PDS for real time display of patients &their status in the Emergency department along withSMS IntegrationThe Indian Express, Sep 26, 2012 9. Reasons for Success Uses existing manpower (Nurses/DEOs) and nil or minimal extramanpower required forImplementation Extremely Cost-effective: UsesOpen source or in-housedeveloped software which can bescaled to any level High visibility of ICT use to allStakeholders (Patients/Doctors andnurses)Before Call centre-appointment systemAfter Call centre-appointment system 10. JPNA Trauma Centre Cleanest & most wellmaintained publichospital in India Patient centric hospital One of the most ITenabled hospitals inIndiaWaiting area for patients &relatives inside trauma center 11. Replication & Scalability This model is now being replicated in AIIMS, NewDelhi (>3000 beds) MOU with 6 new AIIMS Directors to have samemodel in all hospitalsSigning of MOU with directors of all 6 AIIMS 12. 2013 AwardMost Innovative Heathcare ProviderJPNA Trauma Centre, AIIMS, N Delhi 13. Thank you