Punjab Health Line

CITIZEN CONTACT CENTRE

Punjab Information Technology Board

• SMS messages• Robot Calls: Pre recorded voice messages • Live Agent Calls – Help Line– Interactive Voice Response (IVR)

Shared facility for Government Departments

CITIZEN CONTACT CENTRE

CITIZEN CONTACT CENTRE

• Technology is the pivotal enabler for any efficient management

• Coordination between all stakeholders possible via one single platform

• CCC platform can be used for – receiving, responding and resolving complaints– conducting surveys with citizens at large– provide counseling via helpline– massive awareness campaigns via SMS, robot calls

PUNJAB HEALTH LINE

Punjab Information Technology Board

The Challenge

Last year, Punjab was hit by the worst ever epidemic of dengue– affecting over 300,000 people

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Confirmed

The Evolution..

Patient Counseling

Complaints

Dashboards

Punjab Government’s Anti-Dengue Initiatives

Establishing Punjab Health Linea. Patient counselingb. Preventive measures to citizensc. Advise on treatment protocol to health practitionersd. Logging of Fumigation Service requests e. Solid Waste Disposal requestsf. WASA/ Sanitation related requestsg. Complaints logging

1. Over charging of labs2. School management related 3. Private hospitals, Govt. hospitals, etc.4. Any other

(0800 99000 Toll Free 24/7)

Establishment of e-CRS Dashboardfor integration of multiple services by Govt. department

Dengue Patient Information Relaying System (DPIRS) - Dengue Patient reporting and recording at Hospitals ( placement of DEOs)

Vector Surveillance SystemTo manage record of indoor and outdoor vector surveys as part of the

larvaciding activities

Dr. Najam has reported 15 Dengue Fever patients and 01 Dengue Hemorrhagic Fever patient

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SurveillanceLarvae Sites

HospitalDengue Patients

Data Entry Dashboards

CM, ACS, Special Branch, Commissioner, DG Health, DCO/ CDGL

WASA

LWMC

TMOs

Schools

Health LineMedical Advice

Complaints

Dengue Information Management System (DIMS)

Punjab Health Line • Over 5,000 calls a day with 80% of them being

complaints

• 10 departments, 14 complaint types

• Multiple sources of information

• Immediate resolution demanded by the Chief Minister

• Real time reporting

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Calls Received

Total: 117,000

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Patient Calls and No. of Complaints

No. of ComplaintsPatient Calls

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Complaints at Punjab Health Line

IRS (Healthline)

Fog Spray

WASA

LWMC

IRS (Hospital)

eCRS Dashboard – Complaints by Town (Lahore) Report

Dengue Activity Tracking System

http://activitytracking.punjab.gov.pk

Dengue Outbreak Detection using SatScan

http://activitytracking.punjab.gov.pk

Dengue Disease Reporting on Map

http://www.dss.punjab.gov.pk

Awareness Campaign

Chief Minister’s initial awareness Message to Public SMS: 36,829Voice: 49,975

Dengue messages broadcasted (Dr. Faisal Masud to Doctors + Govt. Officials and Political Leadership) SMS: 1,638 Voice Messages to Doctors: 2161 Voice Messages to Doctors & Citizens: 17,341

Health Department Punjab awareness Message to Public in May 2012 SMS: 94,575

PUNJAB BLOOD LINEDONATE BLOOD-SAVE LIFE

The Challenge• There are more than 300,000 blood donations per year in

Lahore alone. Blood is needed during emergency, routine surgeries, accidents, thalassemia patients, epidemics etc. There wasn’t any steady systemic/organized way to meet this demand.

• Lack of supply of blood can prove fatal in such cases.

Families of patients, already traumatized, have to face this additional stress of arranging the blood.

• The main challenge is to connect the right donor with

needful patient at the right time.

Punjab Government’s Response

• Punjab Blood Line was launched in October 2011, with organizing blood drives, awareness campaigns, registration camp etc.

• Establishment of a blood inventory system and creation of a blood donor database with geographical tagging and cell phone ID pivoted over Call Centre services.

PUNJAB BLOOD LINE OBJECTIVE

• The main objective of Punjab Blood Line is to mobilize and organize willing donors in order to cope with blood shortages in case of epidemics, disasters, terrorist attacks, accidents etc. For this purpose, Punjab Blood Line registered donors to create a database which is used to mobilize donors when blood is required.

BLOODLINE - ANOTHER LEAP FORWARD

Citizens call HEALTHLINE

(0800-99000), make appropriate selection

from IVR, to register as donors

A LIFE SAVEDpool of satisfied citizens

BLOODLINE – SETTING UP DONORS COMMUNITY FROM THE PLATFORM OF GOVT OF PUNJAB

Bloodline brings donors

and blood banks together Share availability status of blood bags in registered

blood banks etc.

Government of Punjab regulates the activity.

Ensures that registered blood banks (public sector)

update stock levels via online interface

Punjab Blood Line would perform the following functions:

Donor Registration Donor Search & Mobilization Match making for requisitions made by Blood Banks Maintain comprehensive record of each donor

Status (Active / Blocked / Dormant) Visits to BB No shows Blood bags donated so far

Inventory Management

ROLE OF PUNJAB BLOOD LINE

PBL Stakeholders

Punjab Blood Line

System (PBL)

DONORS

IBTS

PATIENTS via

BLOOD BANKS

PBL STAKEHOLDERS

Donors are fundamental to the process of donation. PBL cannot succeed without a pool of motivated donors. For this purpose donors are:

Registered at Blood Bank Registered via PBL Helpline 0800-99000 Registered via PBL website

bloodline.punjab.gov.pk Registered via Camps (Motivational

Campaign)

Donor Registration

Punjab Blood Line Database

Hospital Blood Banks

PBL Helpline

Donors

PBL Website

PBL Awareness Campaign

PBL STAKEHOLDERS

Blood Banks act as a buffer between patients & donors and raise blood requisition through PBL online portal on behalf of patients. They also perform the following duties:

Donor Registration Screening, Bleeding and data entry of donors Update stock inventory Maintain integrated link with Institute of Blood

Transfusion Service (IBTS)

PBL STAKEHOLDERS

Institute of Blood Transfusion Service (IBTS) would manage the PBL system and perform the following tasks:

Register public and private hospitals that meet the minimum requirements for PBL portal

Resource sharing between blood banks for better crisis management through centralized PBL online portal

Monitor donor’s deferral registry Run awareness and motivation campaigns Monitor blood requisition / bleeding / screening flow

Hospital Blood Banks

Raise Blood Requisition on

PBL System

Search PBL Donor Database

Active?

Donor Mobilization

Yes

No

Consent Taken

Yes

Hospital Blood Banks

Donor Screening Yes Yes

NonReactive?

Yes

Successful bleeding

PatientCall Center Agent

DONOR MOBILIZATION PROCESS

Value Proposition

• Privacy intact

• Area based matchmaking

Value Proposition

• Optimized Inventory Management

• Efficient Resource Management

• Curbing the Professionals

Indirect Benefit

• Disease surveillance of – HIV– Hepatitis B– Hepatitis C– Syphilis– MP

Donors

Hospital Blood BanksPatients

Call Center Agents

BLOOD BANKS TO ACT AS A BUFFER BETWEEN DONORS AND PATIENTS

INCENTIVES FOR PBL DONORS

• Free Hepatitis-B Vaccination• Refreshments for Donors at the Blood

Bank • Invitation to State Functions• Free Entry to all Historical Places

INCENTIVES FOR PBL DONORS

• Free Pass for Bus Rapid Transport System (BRTS) for Donor for one week or more

• Issuance of Donor Cards• Time-off from Work (one day leave for

Government officials)• Medals to be awarded to frequent donors

INCENTIVES FOR PBL DONORS

• Free Pass for Bus Rapid Transport System (BRTS) for Donor for one week or more

• Issuance of Donor Cards• Time-off from Work (one day leave for

Government officials)• Medals to be awarded to frequent donors

Punjab Blood Line

PBL Stats as of May 29th, 2012

Total Number of Donors 18,259Total Donors in Lahore 9,229Total Donors Called 1,250Total Donors Mobilized 77Penetration Ratio 6.16%Donor Cards Printed 400

PBL Donor Card (for verified donors only)

• 12 major blood banks chosen• 20 DEOs being provisioned by PITB for only 3

months• Morning and Evening shifts• Pilot to show the efficiency of the PBL system

in terms of better managing the inventory and flow

• Registration of over 8,000 donors by DEOs

Pilot in Lahore

e-GOVERNANCE

Informed Decision Making

Enhanced Transparency

Reliable Solutions