NSS volunteers to now assist patients in PGI’s OPDs under ‘Project Sarathi’

Launched in 2023, Project Sarathi, involving the National Service Scheme (NSS) volunteers in managing patient influx at PGI, was conceived by Pankaj Rai, Deputy Director, Administration. The involvement of NSS volunteers in Project Sarathi has improved the patient management process at the hospital, easing the burden on the medical staff and providing invaluable support to the patients and their families. The PGI administration has also opened the ‘Project Sarathi’ for citizens, not just NSS volunteers, to assist patients and their attendants. The decision is expected to bring much-needed relief to thousands of patients who visit PGI daily. The hospital system is often overwhelming and confusing for patients, especially for those coming from rural areas. With more volunteers guiding them through processes like registration, bill payments, and navigating different departments, PGI aims to ease patient journeys, improve services, and patient care.

Started to assist patients and their families in understanding PGI’s complex hospital system, Sarathi volunteers guide people from getting their OPD slips to meeting the right doctor. These volunteers are stationed in various hospital blocks and assist people with tasks such as registration, billing, report collection, and other duties. Besides logistical help, volunteers also provide emotional support and often feel lost in the hospital’s busy corridors. To strengthen this initiative, PGI has also launched the ‘Sarathi Feedback Mobile App’ that will enable volunteers to collect real-time feedback from patients and their families after assisting them. The feedback will be sent directly to the PGI administration, enabling them to understand service gaps and areas that require immediate improvement.