Success-Stories-on-Health-Sector

The Sahiya help desk reinforced the role of
helping patients in navigating complex health
facilities & has acquired the status of an
information corner to visiting patients for queries
Deputy Superintendent and Civil Surgeon enables review
and redressal. This help desk also serves as a point for
facilitating Sahiyya payments and has a prominent display
of the health scheme/incentives of Sahiya. It also provides
support to other Sahiyyas who bring patients from
remote areas on completing facility related formalities or
information on health facilities. In one instance in Simdega
district a Sahiyya used the help desk to provide patients
with information regarding prevention of Anthrax at the
time of an anthrax outbreak.
All services rendered by the Help Desk are free of cost.
Sahiyyas are posted on a rotation basis for a maximum of
four days in a month and receive an amount of Rs.150 per
day. Sahiyyas at the desks are provided with a dedicated
phone line and identity cards. The Sahiyyas maintain two
registers– one relates to the information and services given
and the other for complaints.
PrograMMe outcoMes
Field reports suggest that the help desk has proved to be
effective one stop information point, with the Sahiyya
Help Desk acquiring the status of an information corner
to visiting patients for queries on availability of a doctor,
diagnostic facility, and the availability of other facility
services. Anecdotal evidence suggests that the feelings of
alienation and fear of being misunderstood on account
of language and socio-cultural differences are reduced
and there is improved awareness about entitlements and
services, grievance redressal and feedback regarding
services.
financial investMent
The cost of establishing a help desk is Rs. 10,000, the cost
of IEC Material and Registers is Rs. 5000, and monthly
Sahiyya Payment is Rs. 7200.
scalability
All health facilities which have inpatient facilities- CHCs
and above require help desks. The Sahiyya help desk
model thus has significant potential for scale.
conclusions/lessons learnt
The Sahiyya Help desk establishes that there is a
specific role for a community health worker in enabling
patients to help patients in navigating complex health
facilities, often culturally alien and overcome other
access barriers to health facilities. Supportive supervision
in terms of quarterly reviews and regular orientation of
Sahiyas associated with help desks is required to make
the SHD more effective. Coordination in work and
cooperation between the sahiyas and hospital staff is
also essential to ensure the smooth functioning of the
help desks.
Contact
Mission Director, NHM, Jharkhand, GVI campus,
Ranchi. Jharkhand
Email: nrhmjharkhand3@gmail.com
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