Medical Call System - HMRI - 104

Trip Start Jul 26, 2008
Trip End Sep 27, 2008

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Flag of India  , Andhra Pradesh,
Sunday, August 24, 2008

Health Management and Research Institute - HMRI - Susbanth Garg - Program Manager, Dr. M V Rao, MD - Manager Mission Control

HMRI is a brand new (free) Call 104 System where people can call with an ailment - physical or mental and get immediate over the phone support.  Additionally HMRI has Medical Support vans that go into every village and provide schedule medical testing and support.

HMRI Website

The 104 Call Center - commonly known as Mission Control will accept toll free calls for any type of medical or psychological need.  It the call is an emergency - it will be immediately transferred to the 108 (equivalent to US 911) call center.  Mission Control has 400 - 500 employees per shift including intake, paramedic/nurse, counselor and doctors in the center at any one time. HMRI has currently 8,000 employees - 2,000 in Mission Control and 6,000 in the field.  The call center is currently taking 55,000 calls per day.

At Mission Control an intake person answers the call on one ring (80% of the time) and never on more than two rings.  It takes this person forty-five seconds to get and record on the computer the basic information of the person needing/wanting help.  The intake person then transfers (immediately) the call to either a paramedic/nurse or a counselor - depending upon the person's needs.

The Paramedic/Nurse finds out what the persons problems/systems are and goes through a preprogrammed list of questions and answers relative to the problem - which typically takes five minutes.  Ninety percent of the time the Paramedic/Nurse can then direct the patient on what to do - what to get, etc and the problem is resolved.
In the event that the Paramedic/Nurse cannot resolve the problem - the call is immediately transferred to a doctor in the call center who has final responsibility for treatment and prescribing.  In some cases this may include transferring them to 108 to get an ambulance.

Many of those serving in Mission Control - particularly the doctors and retired people who are doing this as volunteers.  The head doctor that I met is a volunteer.

This is a most amazing combination of technology (from Satyam), disciplined/programmed processes and personnel.

The second aspect of HMRI 104 is that one can schedule a fixed day and time free medical screenings and analysis from Paramedics in extremely well equipped medical vans that travel throughout the country.  These centers are totally electronically connected to Mission Control. They describe it as providing medical services to the last mile.  Four hundred and seventy five of the very high tech medical vans, with seven nurses/paramedics are traveling throughout the state.

The staff in the vans also provides Health and Hygiene Education.

I was honored to be invited by Verghese to be his guest at the formal announcement in a five star hotel with lots of security, press, etc.  It was a grand announcement.

HMRI and EMRI, had their software developed by Satyam (500 people developed the software) and all of the state of art medical technology researched and selected and integrated by Satyam.

These programs and systems are by far the most advanced of anywhere in the world.  We have much to learn from these people who are developing programs to replicate their work in other countries - including the United States.
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onlinedating on

It is a very good post. Thanks for sharing the information with us.

s s nehra on

very very good job

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