INTRODUCTION:

 A 29 seated Health Advice Call Center is established at Chest Hospital, Pune to provide information about health programs and specialist opinion to medical officers and health care service

• Health Advice Call Center (HACC104) working 24×7 helps in providing patient centric care and by addressing the grievances registered regarding
• Healthcare providers working under public health department (like ASHA, ANM, medical officer and other health workers) often face trouble while implementing National Health programs or providing medical services. In such situation, they need advice from specialist.
• If these services are provided on time, the delay in providing assistance to the clients can be
• Counseling services for maternal & child health, adolescents and mental health are also provided through this call center.

OBJECTIVES:

 To provide 24×7 hours information and advice to health care service providers in order to give better and efficient services to patients.

1. To give expert advice and guidance to medical officers working in Rashtriya Bal Swastha Karyakram while health inspection of students in the schools.
2. To provide medical advice for small
3. To provide specialist opinion by gynecologist, pediatrician, physician and Public Health
4. To provide information about government hospitals, blood bank and eye donation
5. To provide free counseling regarding issues pertaining to mental health
6. To provide information and counseling to parents, which will enable them to provide nurturing care to their children up to 2 years of age focusing on the first 1000 days of the child which consist of 270 days during pregnancy and the first 730 days or first 2 years after birth, to ensure their optimal development
7. To provide necessary related information and address grievances under SUMAN scheme (a MoHFW initiative) to mothers. The objective of SUMAN is to provide assured, dignified and respectful delivery of quality healthcare services at no cost and zero tolerance for denial of services to any woman and newborn visiting a public health facility in order to end all preventable maternal and newborn deaths and morbidities and provide a positive birthing
8. To register grievances regarding non availability of free medicines at government health institutes and complaints regarding outside prescription of
9. To register grievances regarding health services provided by public health department and follow up with respective departments to solve the

 

STRUCTURE OF HACC:

 

The 29 seats of HACC are distributed as follows:

Sr. No.	Seats	For Program
1	10	To provide information and counseling for ECD (7  counselors + 3 Call Centre agents)
2	02	To provide counseling service under Mental Health Program
3	17	General seats including RKSK, Grievance redressal
TOTAL	29

 

FUNCTIONALITY:

Who can call?

• Medical Officers working in public health department, ASHA, ANM, medical officers working in PHC, RBSK, MMU, other staff like CHO, MPW, LHV working in health department for getting information and specialist opinion.
• General public for availing services of counseling under Mental Health Program, RKSK, for registering
• These services are provided in Marathi, English and Hindi

Distribution of work:

• Information regarding calls received, grievances registered is provided by HACC to deputy directors, civil surgeons, district health officers, district program managers and PPP coordinator on daily

Beneficiary:

People

Benefits:

 To provide 24x7 hours information and advice to health care service providers in order to give better and efficient services to patients.