Comprehensive Call Centre (104)
Background:
Department of Health & Family Welfare, Himachal Pradesh under National Health Mission (NHM) established a Comprehensive Call Center (27 seats) in 2016 with the objective of improving mother and childcare services through a single contact point for providing information related to pregnancy and child immunization. It provides a reliable mechanism for monitoring and ensuring traceability of every pregnant women and child in the State. Using toll free number -104, any citizen can get health advice / information, avail counselling services, request directory information, or lodge a service complaint against any public health facility.
Comprehensive Call Centre has been made functional on 24×7 basis (32 Seats) from 20th January 2020.
About the interventions:
- A beneficiary, anywhere in the State, can dial 104 Health Helpline(toll-free number) through landline or Mobile Phone and connect to a Health Adviser / Counselor or a MBBS Doctor who addresses health related queries through the use of advanced medical algorithms and disease summaries using medical health software applications.
- Adolescent Health Counselling
- Resolution of queries of health functionaries and beneficiaries through 104 helpline.
- By dialing 104- toll free number, any citizen of H.P. can lodge a health services / service delivery related complaint against any health functionary or public health facility. The grievances registered at 104 are forwarded to the concerned authority and after resolution of grievances complainant is informed about the grievance redressal.
- All the child deaths (0-1 Year) are reported by ASHAs through 104 Health Helpline to initiate Child Death Review.
- All the deaths of women (15-49 Years) are reported by AHSAs through 104 Health Helpline. This mechanism has been developed to identify the maternal deaths & for initiating MDR.
- Follow-up of RBSK Programme and movement of RBSK vehicles / teams is monitored through Comprehensive Call Center
- Mechanism to get feedback from TB Patients about treatment and follow-up through Comprehensive Call Center.
- Counselling of Tobacco Addict Patients (De-addiction Counselling) through 104 Helpline
- Mechanism of sending SMS & Voice Messages to beneficiaries during ANC , PNC & Immunization and sensitization of pubic through SMS regarding prevention to be taken during seasonal diseases / outbreaks.
- Satisfaction Survey / Feedback from Anti-Natal beneficiaries for ensuring quality of ANC / PNC services.
