Not just students, PGI Chandigarh now opens its volunteer-driven Project Sarathi for common citizens too

Indian Express

3 days ago

'Project Sarathi', involving the National Service Scheme (NSS) volunteers in managing patient influx at the PGIMER, was launched last year. The scheme, conceived by Pankaj Rai, deputy director, Administration, saw the involvement of NSS volunteers, which significantly 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.
As the project continues to evolve, the PGIMER administration has now opened the Project Sarathi for citizens, and 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 the institute 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, the PGIMER aims to ease the patient journey, improve services, and patient care.
Rai shared that the decision to open the project to citizens was taken after the institute received an overwhelming response from students, not only NSS volunteers. 'Since July 17, in just 15 days, over 1,000 students have applied to become Sarathi volunteers. We didn't expect this kind of response in such a short time. We are sure we will now have many citizens also come forward to be part of Sarathi,' Rai said.
Interestingly, it's not just students who are showing interest; several common citizens have also expressed their desire to volunteer and be a part of this patient-friendly initiative. This prompted the PGIMER to take the next big step, to open Project Sarathi for every willing individual, regardless of their background. 'Service doesn't look at age, profession, or qualifications. If someone genuinely wishes to assist patients at the PGIMER, we welcome them to join us,' Rai added.
Started to assist patients and their families in understanding the institute's complex hospital system, Sarathi volunteers guide people from getting their OPD slips to meeting the right doctor. These volunteers are posted in different hospital blocks and help people navigate through processes like registration, billing, report collection, and more. Besides logistical help, volunteers also provide emotional support and often feel lost in the hospital's busy corridors. To strengthen this initiative, the PGIMER 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 institute's administration, helping them understand service gaps and areas that need immediate improvement. Rai emphasised that the feedback app will bring transparency and accountability into the system. 'Our policies and improvements will now be guided by patient feedback. This blend of service and technology will make PGIMER's healthcare delivery more effective and patient-centric,' he said.
Anyone, be it students or common citizens, interested in volunteering under Project Sarathi can send an email with their name, institution (if applicable), and contact details to [e-mail]. Once the application is received, PGI will provide orientation and training to ensure the volunteers are well-prepared to guide and assist patients effectively.
The PGIMER's School of Public Health recently surveyed this project to analyse the benefits patients are experiencing. The study has revealed that patients visiting the institute for treatment for the first time benefit the most from the project, with 42 per cent of first-time visitors utilising Sarathi services, 30 per cent for the second visit, and 28 per cent of patients and their attendants using Sarathi after two trips. Usually, a new patient seeking treatment 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 this entire process, saving close to 1 hour 50 minutes for each patient.