PGI introduces ‘Digi Seva’ for online patient registration, priority based consultations

Launched on a pilot basis for the Liver Clinic run by the Department of Hepatology in January, PGI Director Prof Vivek Lal launched the full-fledged Digi Seva service at the institute on Saturday.

Key benefits of Digi Seva include seamless online registration, real-time appointment booking, priority-based consultations, automated notifications, and optimised hospital workflow, minimising administrative burdens and enhancing transparency, allowing medical professionals to dedicate more time to patient care.

“Digi Seva marks a major step forward in patient-centred healthcare. The priority-based consultations will ensure those in need receive timely medical attention, making hospital visits smoother and more efficient,” Dr Lal said.

Deputy Director of the PGI Administration Pankaj Rai highlighted that patients could access Digi Seva through http://www.pgimer.edu.in to register, book appointments, and receive confirmation. “Designed to be secure, user-friendly, and available in multiple languages, this initiative aligns with national digital health goals and sets a new standard for smart healthcare services,” Rai said.

According to PGI officials, on average, more than 10,000 OPD registrations are done daily at the PGI, with patients from other states standing in queues for hours before the registration counters open at 8 am to get their registration cards made for treatment. The high volume of patients puts pressure on the infrastructure of the Institute, burdens the doctors and healthcare staff, and affects patient care as well, they said, adding that Digi Seva is expected to address these issues.

During its initial launch in January, n one month, approximately 450 patients registered for the Liver Clinic through this system in one month, demonstrating its success and patient acceptance.

Officials said the PGI had been working to introduce patient-friendly initiatives to reduce waiting time, have more seamless systems of delivery and use digital services to ease procedures.

In August last year, the Advanced Eye Centre, PGI, introduced a system wherein patients registering online for OPDs in advance would be given priority.

Dr SS Pandav, head of the department, said, “The new facility to book online appointments helps in queue management, decongesting the OPD in morning hours and streamlining the process of registration. While more than 80 per cent of follow-up patients use the online system, this facility encourages new patients to use the website for registration, with 200 slots for online registration.”

“With the number of patients increasing in OPDs, the effort is being made to think of ways to save time for patients, and with an appointment system, processes will be more streamlined, including decongestion of traffic and also reduce the rush in the hospital,” Rai added.

Mobile app to come up soon

Talking about future initiatives, Rai said that he was working to start a pilot project that would use an App to schedule online registration, with the online appointment system already in place. “The App which can be downloaded on a phone,” Rai said, “will help patients register from wherever they are. After paying Rs 10, a card number will be generated, and the printout will be the proof of registration. This will save patients from standing in queue at counters.”

“To widen the impact, our goal is to link this service with Common Service Centres (CSCs), like E Sampark, Lok Mitra Kendras, etc., in adjoining states to assist non-tech-savvy patients. We want to make this facility accessible to everyone, irrespective of their technological proficiency,” he said.

Project Sarathi launched in May last year — involving National Service Scheme (NSS) volunteers in managing patient influx at the PGI — was conceived by Rai. It significantly improved the patient management process at the hospital. Under Project Sarathi, volunteers assist patients in registration, guide them to various departments, and provide essential information, ensuring a smoother and more organised experience for everyone involved.

PGI’s School of Public Health recently surveyed Project Sarathi to analyse the benefits patients are getting. The study revealed a new patient, seeking treatment, usually takes about four hours from getting the registration card made to going to the OPD and receiving treatment. With the help of Sarathi, new patients take only two hours and a few minutes for the entire process, saving about one hour and fifty minutes.

24×7 diagnostic services in the offing

Another facility in the pipeline is the provision of 24×7 Diagnostic Services. The PGI Standing Committee has, in principle, approved the proposal for round-the-clock diagnostic services here. The 24×7 Diagnostic Services will alleviate the burden on patients, enabling them to receive care at their convenience rather than being restricted to standard operational hours of 1 pm.

“We have already identified a space for this facility, and we will work towards this, in association with a public sector undertaking, which will provide all tests at the PGI rates. With this facility, patients don’t have to return the next day for a test, saving their time,” Rai added.