Page History

...

• Disconnected Call: For calls that end abruptly due to technical issues.
  Example: A call drops due to network problems.
• Missed Call: For calls terminated by the caller before connecting to an agent.
  Example: A call that rings briefly and ends without interaction.
• Noise Disturbance Call: For calls disrupted by excessive noise or poor audio quality.
  Example: Communication is unclear due to static or background noise.
• Nuisance Call: For irrelevant, prank, or inappropriate calls.
  Example: A caller repeatedly dials for non-serious reasons.

Counselling officer Module in 104

Transfer the call to Counselling officer 

3. Transfer Call

This option allows the redirection of calls to the appropriate personnel for specialized handling. Calls can be transferred to:

...

• Submit and Continue: To save the current call details and proceed with the next task or call.
• Submit and Close: To save the call details and mark the process as complete.

Counselling officer Module in 104

After transferring the call to Counselling officer the following screen should appear

Image Added

Take the Beneficiary Consent

After HAO transfer the call to Counselling officer the below mentioned screen will appear

Image Added

Counselling Sheet Current Visit 

The counseling officer must fill in the following details in the "Current Visit" section of the counseling sheet, as per the provided screenshot:

Image Added

History

Click on History to view the Beneficiary previous Visit details 

Image Added

Upon clicking the History button, the system displays a comprehensive record of the beneficiary’s interactions across various service lines. This includes:

1. 104 History:
   Displays the beneficiary's call records, health queries, and advice received through the 104 Helpline service.

2. MCTS History:
   Shows details from the Mother and Child Tracking System (MCTS), including prenatal, postnatal, and immunization-related interactions.

3. TM History:
   Provides a record of interactions or consultations through Telemedicine (TM) services, including diagnoses and prescriptions.

4. 104-HIHL Case Sheet:
   Presents the beneficiary’s detailed case sheet maintained under the 104 Helpline Integrated Health Line (HIHL), covering health assessments, counseling sessions, and follow-ups.

This consolidated history allows for a holistic view of the beneficiary's engagement across different health services, ensuring better continuity of care and informed decision-making.

This clearly shows the health history of all the Beneficiaries and below is the screenshot

Image Added

Detailed HIHL CO Case sheet

Upon clicking on detailed HIHL CO case sheet the following details has to be entered such as

• Chief complaint
• Impact on Patient Life which consist of 

         a)Biological functioning

         b)Occupational Functioning

         c) Social Functioning