Smart Governance
Health Initiative
Registration Counters each one equipped with a computer terminal loaded with e-Hospital software . It was constructed and operationalized in a record time of six months . Now the registration time was a mere 40 seconds for all new appointments with UHID numbers generated from the online registration system .
The e-Hospital project proceeding at a modest pace , suddenly gained significant momentum with the launch of Digital India Initiative . There was a new urgency in DeiTY and NIC for expeditious development of the software so that the Online Registration System could be established . This was followed by the collaboration between AIIMS and Pay Gov for creation of a payment portal .
The e-Hospital project necessitated transparency in OPD appointments . AIIMS always encouraged walk-in patients and also had several followup patients coming for consultation . The streamlining of the new OPD cases began with 15 percent of the total new OPD appointments being given for online registration . The outpatient appointments of each of the Departments of AIIMS were placed online and every consultation room in the OPD was allotted a fixed number of OPD patients identified by name .
AIIMS – TCS Collaboration : The AIIMS-TCS collaboration for the AIIMS OPD Transformation Project was conceptualized as a Corporate Social Responsibility Project in April 2015 . It was only after several months of observations at OPD followed by conceptualization , discussions , capacity building , consensus building and software development that the TCS prescribed a model of AIIMS OPD transformation . The approach was to facilitate faster registration , to dissipate crowds with larger patient waiting areas , introduction of several new measures like fresh signages , screening at the entry
point , patient care coordinators at the registration / consultation areas and the rather unique exit OPD counters for all follow-up patients . Today , the AIIMS-TCS collaboration has provided the country with a role model for transforming OPD services at all major Central and State Government Hospitals .
The newly adopted model envisaged construction of a Patient Registration Center , with 50
Fast Track Queues were created where the patients who had already registered themselves under the online registration system could get their OPD cards and move quickly to the Patient Waiting Areas . Patient Care Coordinators ensured that Patients understood clearly where to visit during the entire process . The whole approach was one of empathy and efficiency . The successful operationalization of the
November 2016 12 www . smartgovernance . in