Mera Aspataal (Gujarat)

Mera Aspataal (My Hospital) is a Ministry of Health and Family Welfare, Government of India (GoI) initiative to capture patient feedback on the services received from both public and empanelled private health facilities.

It works through multiple communication channels, including Short Message Service (SMS), Outbound Dialling (OBD), a mobile application, and a web portal.

The application allows feedback to be consolidated, analysed and disseminated on a frequently updated dashboard. Analysed data will be used to improve quality of services in healthcare facilities.

Implementation of “Mera Aspataal” programme was started in year of 2017 at Gujarat State:

• Total 1880 facilities has been on boarded till date. Remaining are in process.
• In first phase total 31 Hospitals on boarded. As state has Hospital Management software for online data uploading.Required data share through API (Web service) on daily basis.
• Other health facilities has been on boarded in phase manner.

Implementation Challenges

• Total 2230 Health Facilities (Including Aayusman Bharat PVT. Hospitals and MMU) need to on boarded in Mera Aspataal.
• Limited state level IT team to reach all facilities and trained all health facilities.
• We have no technical expertise at PHC/CHC level, not any Hospital management software so faced difficulty in upload CSV for offline mode.
• Gathering required data from facility level for meraaspataal on boarding.
• Technical support for regular queries of meraaspataal up to PHC level.
• Creation of NIN id for Private Hospitals.

Overcome the Challenges

• Training (with help of State It cell Team and Saathi-Mera Aspataal Team) had given to District Programme Coordinator (DPC), Corporation Programme Coordinator (CPC), Regional Programme Coordinator (RPC), District Quality Assurance Medical Officer (DQAMO).
• All are appointed as a Nodal Officer and Master trainer for data entry and monitoring.
• Provision of Google Form for Enrolment of the health facilities.
• NIN Number had get generated which facilities did not have NIN number.
• Consulate Data Given to GoI Mera Aspaatal team for on boarding health facilities.
• In phase manner facilities get on boarded.
• District Data Manger-IDSP had trained and involved to overcome Technical Challenges and Strengthening data entry up to PHC level.
• RDD and CDHO has instructed from State level for conducting the district wise training and regular monitoring.
• Regular monitoring and Technical support given by state IT cell team.
• Weekly performance review by Principal Secretary and Commissioner of Health.

Source : We Care Coffee Table Book - Good, Replicable and Innovative Practices 2019