104 Helpline in AMRIT
The AMRIT 104 Helpline plays a vital role in improving healthcare accessibility and offering timely guidance for various health concerns. Whether you need health advice, information on medical facilities, or help with grievances, the 104 Helpline serves as a reliable point of contact. By utilizing this service, you can take proactive steps toward maintaining your health and addressing any concerns related to healthcare services.
C-Zentrix Overview
C-Zentrix is a strategic development partner that collaborates with Piramal Swasthya to provide advanced call center solutions for the 104 helpline service. Through its innovative technologies, C-Zentrix enables smooth communication workflows that enhance operational efficiency and service quality in call centers.
The main tool used for this integration is the C-Zentrix App, which is designed to facilitate seamless agent login and management on the 104 call center platform. By leveraging this application and its softphone capabilities, call center agents are able to efficiently handle incoming queries and ensure prompt support for users.
C-Zentrix App Features
The C-Zentrix App provides a user-friendly interface for call center agents, enabling them to log into the 104 application and manage their interactions effectively. Here are the key functionalities of the app:
Agent ID and Extension Number Integration:
The app allows agents to log in using their Agent ID and assigned extension number. This ensures that each agent is correctly identified and routed to the appropriate call queues.Simple Login Process:
Once the agent enters their credentials (Agent ID and extension number), they simply need to click on the Login button to access the 104 call center system.Softphone Capabilities:
In addition to login, the app supports softphone functionality, enabling agents to make and receive calls directly through the app without the need for physical telephony hardware.
- SIP setting for X-lite should be configured before login
- Health Advisory officer, Medical officer and Counselling officer should login into the X-lite soft phone
- Cross check that Agent/CO is logged into the C-Centrix as well
Open C-Zentrix and also Login to Softphone
After login to Softphone Click on SIP Account settings
Double click on IP address
Enter all the details under the Accounts section and click on Apply and OK
RO/HAO Login
Health Advisory officer
The Health Advisory Officer is an integral part of the AMRIT 104 Helpline, offering expert health guidance and support to individuals seeking advice on a range of medical and health-related issues. These officers are trained professionals dedicated to ensuring that users receive accurate, up-to-date, and reliable health information tailored to their needs.
Login to 104 Application
After Login to 104 Application 104 Dashboard screen will appear on the screen
Login to C-zentrix and also to the soft phone and in the softphone enter the extension number available for the particular agent
and also enter the password
Caller Identification:
The application checks if the caller is already registered in the system by identifying the phone/mobile number.Registered Caller:
If the caller's number matches a previously registered one, the application automatically displays the registration history.New Caller:
If the caller's number is not registered, the RO/HAO (Registration Officer/Health Administration Officer) proceeds with the fresh registration of the beneficiary.
Enter the details of Beneficiary
Note: - There is an Emergency section and after clicking on Emergency the Fields will be minimised
and below is the screenshot for the reference
After unticking Emergency all the fields for Registration will show on the screen
Enter the address of Beneficiary and tap on Generate ID
Confirmation Message:
Upon successful registration, the application displays a confirmation message to the user, ensuring they are informed of the successful process.SMS Notification (Optional):
The registration ID and relevant beneficiary details are sent to the beneficiary’s mobile number via SMS, providing them with a record of their registration for future reference.
After the Beneficiary ID is generated, a pop-up appears with the prompt, "Do you want to proceed to HAO?" The user can either click Proceed to HAO to navigate to the Case Sheet screen or click Closure to close the current screen.
Beneficiary case sheet will appear on the screen
Click on Health Advisory current Visit and fill up the details
Select Current Chief complaint and then Symptoms screen will appear
Based on the Symptoms it will show the Symptoms Result
Click on Result and post which "Diseases" screen will appear
After clicking on Save Recommended action will be filled instantly based on the symptomatic assessment
\
Closure Page
This is the page where the HAO chooses to close the call so kindly click on Closure and it will move to the closure Page and it also includes the following dropdowns such as
The following sections describe the categorization of calls and the subsequent options for handling them in the application.
1. Call Type
The Call Type determines the primary classification of the call. It is divided into the following categories:
- Valid: A call that meets all required criteria and is actionable.
- Transfer: A call that needs to be redirected to another officer or department for further resolution.
- Incomplete: A call that lacks sufficient information or was disconnected before completion.
- Wrap-up Exceeds: A call where the wrap-up process exceeded the designated time limit.
2. Call Sub-Type
The Call Sub-Type is chosen depending on the Call Type to categorize the nature of the interaction or its outcome:
a) Call Type: Valid
When the call is complete and purposeful, the following Sub-Types are selected:
- Counseling Call: For calls requiring emotional or psychological support.
Example: A caller seeks help for stress or anxiety. - Follow-up Call: For inquiries about ongoing cases or previous complaints.
Example: Checking the progress of a submitted health query. - Grievance Call: For complaints or dissatisfaction raised by the caller.
Example: Reporting poor service at a health center. - Health Advice Call: For seeking medical guidance or health-related queries.
Example: Asking for advice on managing cold symptoms. - Information Call: For general queries about services or procedures.
Example: Inquiring about helpline operating hours.
b) Call Type: Incomplete
When the call does not result in meaningful communication, the following Sub-Types are selected:
- 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.
3. Transfer Call
This option allows the redirection of calls to the appropriate personnel for specialized handling. Calls can be transferred to:
- HAO (Health Advisory Officer): For detailed health-related guidance.
- MO (Medical Officer): For clinical or medical consultations.
- CO (Counseling Officer): For professional counseling and psychological support.
Action Options
Upon categorization and handling of the call, the following actions can be performed:
- 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
Login to CO Module (Counselling officer)
Connect to C-Zentrix after login to Medical officer (MO) Module
Take the Beneficiary Consent
After HAO transfer the call to Counselling officer the below mentioned screen will appear
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:
History
Click on History to view the Beneficiary previous Visit details
Upon clicking the History button, the system displays a comprehensive record of the beneficiary’s interactions across various service lines. This includes:
104 History:
Displays the beneficiary's call records, health queries, and advice received through the 104 Helpline service.MCTS History:
Shows details from the Mother and Child Tracking System (MCTS), including prenatal, postnatal, and immunization-related interactions.TM History:
Provides a record of interactions or consultations through Telemedicine (TM) services, including diagnoses and prescriptions.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
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
Past History
The Past History section captures essential details about a patient's medical and psychiatric background. Users are required to select and input the following key elements:
Past Psychiatric Condition
Document any previous psychiatric conditions experienced by the patient.Type of Treatment
Specify the nature of treatments undergone for psychiatric or medical issues.Past Medical Condition
Record any significant medical conditions from the patient's history
Note:- The units of duration as well as Progress should also be selected from the Dropdown
Below is the screenshot for the reference
Add and Remove Functionality
The Add and Remove Functionality is used to add or remove the Past History or Family History and the same is being used for other functionalities which comes under
Impact on Patient's life
Call Closure
Click on Call closure Page and after that it will move to the Next screen
Call Closure Page
The Call Closure Page requires the selection of the following key fields to ensure proper documentation and resolution of the call:
Call Type
Select the appropriate type of call based on the nature of the inquiry or issue.Call Sub-Type
Specify the sub-category of the call for further classification.Remarks
Provide any additional comments or observations relevant to the call for clarity and record-keeping.
External Referral
The External Referral field is used to document cases where the patient needs to be referred to other healthcare centers for further treatment or specialized care. This ensures seamless continuity of care and proper follow-up.
Click on Closure to close the call
Medical Officer Module
The Medical Officer Module in the 104 helpline is designed to enable medical officers to efficiently manage and address health-related inquiries, provide expert advice, and facilitate appropriate medical interventions
Now the call is transferred to Medical officer and below is the module of the Medical officer
Login to MO Module
Connect to C-Zentrix after login to Medical officer (MO) Module
Now the Medical officer screen will open and now appears the Case Sheet option where the following things needs to be selected
When the Medical Officer screen opens, the Case Sheet option becomes available. This section allows the Medical Officer to manage patient cases efficiently by selecting the following key elements:
Present Chief Complaint or Disease Summary
- Record the primary health issue or summarize the patient’s current condition.
Provisional Diagnosis
- Enter a preliminary diagnosis based on the symptoms and medical history provided.
Recommended Action
- Specify the recommended course of action, such as treatment, follow-up, or referral.
Action by Medical Officer (MO)
- Document the steps taken by the Medical Officer to address the patient’s condition, ensuring clarity and accountability.
Symptom Pop-Up
After selecting the Chief Complaint, a Symptom Pop-Up appears. This interface enables the Medical Officer to:
- Review the patient's symptoms in detail.
- Select the appropriate algorithms from the provided list, ensuring that the diagnosis and treatment plan align with standardized clinical guidelines.
Once the Symptoms are selected, the Symptom Results section will appear. This section provides a detailed analysis of the selected symptoms and aids the Medical Officer in the decision-making process.
Key features of the Symptom Results include:
Symptom Analysis
Displays a comprehensive summary of the selected symptoms, helping to identify potential health conditions.
Suggested Diagnoses
Lists possible conditions associated with the symptoms for the Medical Officer to review.
Recommended Clinical Actions
Provides guidance on next steps, such as prescribing medication, advising diagnostic tests, or referring the patient to a specialist or healthcare facility.
The Case Sheet is updated with the Present Chief Complaint, Provisional Diagnosis, Recommended Action, and the actions taken by the Medical Officer (MO) based on the symptom analysis.
Prescription
The Prescription feature in the 104 helpline includes the following details to ensure accurate medication guidance:
Medical officer needs to update all these information
- Drug List: Specifies the prescribed medications.
- Drug Group: Indicates the category or class of the drugs.
- Strength: Defines the dosage strength of the medication.
- Route Description: Describes the method of administration (e.g., oral, injection).
- Frequency: Specifies how often the medication should be taken.
- Number of Days: Indicates the duration for which the medication should be taken.
- Remarks: Provides additional instructions or notes regarding the prescription.
COVID-19 (QC)
If the patient is identified as a COVID-19 case, the COVID-19 (QC) option must be selected. Upon selecting "Yes," the following details are required to be updated:
Travel History
- Record the patient’s travel details, including recent international or domestic travel, and relevant dates.
Symptoms
- Document the patient’s symptoms such as fever, cough, breathlessness, or other COVID-19-related indicators.
COVID-19 Contact History
- Capture information about any known exposure to confirmed COVID-19 cases.
Outcome of Suspected COVID-19
- Update the status of the case, such as whether the patient is confirmed, suspected, recovered, or referred for further testing or treatment.
History
After clicking on History, a comprehensive view of the patient’s history across all applications associated with the 104 helpline will be displayed. This feature leverages interoperability, allowing seamless integration of patient data from various healthcare systems and applications.
The interoperability ensures that information from different platforms, such as Electronic Health Records (EHR), diagnostic systems, and external healthcare applications, is unified and accessible in one interface. This enables healthcare providers to have a complete and accurate picture of the patient’s medical history, promoting more informed decision-making and coordinated care.
Below is a screenshot for reference, illustrating how history from various systems is presented in a unified manner.
Closure Page
Click on Closure page to move to the closure screen and follow the same process which was applicable in Associate and
Counselling officer login
