Dial M for medical care

: The fabled Indian call centre has finally turned its gaze inwards to serve its own people. Soon, medical call centres based on the Indian model may be available to other nations. Dialling 108 connects to emergency medical, fire and police services in two Indian states, Andhra Pradesh, and Gujarat. It takes an average of twenty minutes for a fully equipped ambulance, with a well-trained medical technician, to arrive. A doctor from a call centre is in continuous contact with the emergency technician beside the patient. Dispatchers use up to-the-minute computer-generated traffic information to direct the ambulance along the shortest route to the hospital. Soon this service, provided by the Emergency Management Research Institute (EMRI) will be available throughout India.

EMRI dispatch centres are modern marvels. Addresses and map locations of fixed line callers are displayed on computer screens that summarize their call histories. The lines are then transferred to medical, police and fire professionals for action. By the time the call reaches the doctor, the location of nearby ambulances and local hospitals, together with data describing available hospital services, is on the screen. Life saving procedures can become accessible within the golden hour, the crucial first hour following the emergency crisis.

Call from anywhere in Andhra, and you will be connected to qualified professionals providing free medical advice over the phone. The service, provided by Health Management & Research Institute (HMRI) immediately sorts and prioritises calls. Those needing an ambulance pick up are guided to 108 and EMRI. Acute non-life threatening cases are given advice on how to stabilise their condition and directed to appropriate nearby clinics or hospitals.

The majority of 104 calls are not for emergency help, and often seek advice on difficult psychological problems. Calls are routed to a doctor, nurse practitioner, or psychologist as required. Ayurvedic and homeopathic doctors are also available for advice. The 104 workers currently operate from a call center in Hyderabad. The target for the year is to increase the number of doctors in the call center to about 200 and hire about 2000 paramedics, from about 50 doctors and 250 paramedics currently on staff. About one quarter of the calls require professional medical advice and about half the calls originate from small farming villages with no permanent medical infrastructure. Shortly EMRI will field-test a mobile hospital.

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