Ayushman Bharat Pradhan Mantri Jan Arogya Yojana (PM-JAY) is a flagship program launched by Hon’ble Prime Minister Shri Narendra Modi on 23rd September 2018 at Ranchi. The program is aimed to cover over ten crore poor and vulnerable families in the country (approx. 50 crore beneficiaries), providing coverage of up to 5 lakh rupees per family per year for secondary and tertiary care hospitalization. In J&K AB, the PM-JAY scheme was launched on 1st December 2018.

After the successful implementation of AB PM-JAY in the UT of J&K, it was decided to provide the scheme’s benefits to all residents of UT of J&K. In this regard, AB PM-JAY SEHAT was launched by the Hon’ble Prime Minister of India on 26th December 2020, having National Portability.

Current Problems
AB PM-JAY guidelines recommend that State Health Agencies (SHAs) establish a District Implementation Unit (DIU) within each district to assist in executing the scheme. These units are pivotal for effectively implementing PM-JAY at the district level. The DIU team usually comprises a Program Coordinator and coordinators for Medical, Grievance, and IT matters. This team is tasked with conducting regular audits of accredited hospitals, coordinating Information, Education, and Communication (IEC) efforts, addressing hospital and beneficiary-related grievances, overseeing IT functions, and monitoring operations, amongst other operational tasks. As the DIUs play a multifaceted role in the field, several challenges arise in ensuring work efficiency.

The Solution
To address the diverse responsibilities and challenges encountered by DIUs, the SHA J&K, with the technical assistance of GIZ India’s IGUHC, ideated and identified a web-based mobile application, ‘DIU Survey Assessment and Tools Hub Interface – SATHI App’. The development of the app was a collaborative endeavor to offer a comprehensive and all-in-one digital solution tailored to the specific requirements of DIUs and SHA in J&K. It aims to bridge the gap by providing a streamlined platform for data collection, ensuring uniformity and accuracy in reporting, with the functionality of customization and scalability.

Efficiency and Usability
With technical assistance from IGUHC, the State Health Agency (SHA) J&K conducted two extensive field testing of the application. During these rigorous trials, the app exhibited exceptional robustness and efficiency. The positive feedback received from district teams further affirms the app’s capabilities. It has proven to be a valuable tool that promises to significantly enhance the operational efficiency and overall effectiveness of the DIUs across the Union Territory. A soft launch was conducted on August 15th, 2023, in Srinagar, with successful logins done for the DIU team.

Currently, the DIU App is being utilised by all the DIUs on a pilot basis. Based on feedback and requirements to enhance its efficiency, the following updates are under development:

• Realignment of attendance dashboard.
• Individuals are allowed to register their attendance once daily.
• The attendance dashboard should display timestamp information.
• Integration of Excel for both the grievance and claims audit module.
• Ensure that no user can edit forms from the backend.
• The attendance format, presented in a calendar view, should be sent out on the last day of each month.

Benefits of the DIU SATHI APP Streamlined Reporting: With the implementation of a single-window system, reporting for DIUs becomes more efficient. This streamlining leads to better organization and a structured work environment.

Opportunity for Showcase: The app allows DIUs to showcase their work and outputs. This exposure can enhance recognition and collaboration opportunities.

Performance Tracking: DIUs can easily track their performance and indicators through the app. This feature allows for continuous monitoring and enables DIUs to identify areas for improvement.

Real-Time Support: The app offers real-time monitoring and mentoring support for DIUs. This feature ensures that DIUs receive timely assistance and guidance, enhancing their effectiveness and efficiency.

Dashboard View: The app provides a comprehensive dashboard view of scheme operations at both the state and district levels. This overview enables stakeholders to gain insights into the progress and performance of the schemes.

Monitoring of Individual Officers: The app facilitates monitoring of individual district officers, enabling performance reviews. This feature promotes accountability and ensures officers are held responsible for their contributions to the schemes.

WhatsApp and web-based chatbot for AB PM-JAY and SEHAT schemes

The State Health Agency, Jammu & Kashmir, ensures everyone can access high-quality, fair, and affordable healthcare. Although these initiatives have significantly improved access to healthcare, we still need to work on increasing participation and making it easier for individuals to avail of these benefits. To help achieve this goal and to educate the public about the scheme and make them more aware, SHA J&K has introduced a chatbot for the Ayushman Bharat Pradhan Mantri Jan Arogya Yojana (AB PM-JAY) and SEHAT scheme in Jammu and Kashmir. This easy-to-use chatbot will provide efficient and straightforward access to information about these health services for the public. This chatbot will be a helpful friend for anyone wanting to know about the AB PM-JAY and SEHAT Schemes. It will be available on a website and WhatsApp, answering your questions about:

• Eligibility: Whether you are eligible for the schemes based on your available documents.
• Coverage: What medical/surgical treatments and services are included?
• Patient Experiences: What other patients say about their treatment experiences or feedback for service improvement.
• Enrollment: How to easily apply for the Ayushman Card and services at empanelled hospitals and skip extended visits.
• Assistance: Where to go for treatment at approved hospitals and what treatments they offer.
• Community Support: How to access resources like online portals, BIS, CGRMS for complaints, QR scans for feedback, and hospital information portals. This is in the final stage of launch and will be live soon.

Views expressed by: Sanjiv M. Gadkar, IAS, CEO, Ayushman Bharat-Pradhan Mantri Jan Aarogya Yojana, Govt of Union Territory of Jammu and Kashmir

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