PGI's project Sarthi struggles with volunteer training, patient assistance
PGI even requested the ministry of health and family welfare to consider emulating their model, and the ministry's governing body recently discussed the initiative.
While PGI administration claims that the NSS volunteers participating in project Sarthi underwent comprehensive training and capacity building to effectively assist patients, manage queues, provide information, and ensure smooth navigation within the hospital premises, ground realities paint a different picture. "The volunteers were unaware of the X-ray department and were seen asking patients to decongest the pathways," a patient visiting the OPD said.
PGI administration reported that around 42% of first-time visitors utilised Sarthi services, significantly reducing their average wait time from 4.2 hours to 2.8 hours. "However, if volunteers lack basic knowledge of the hospital layout, the reported reduction in wait times may not reflect a genuine improvement in patient experience," said a former PGI faculty member.
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PGI proposed to its governing body, chaired by the Union minister of health, to consider Sarthi in the management of patient care. Thereafter, the body took note of the information and directed the institute to send details of the initiative's outcome to the ministry for examination.
During times of strikes in PGI, the administration has taken help from the volunteers to manage the patient queue. "Many years ago, this project started in PGI, and the students were assigned work in certain areas so that they were not confused. However, this time most of the volunteers are so young that they are not taken seriously by any patient or visitor," said an employee in PGI.
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