INDIAN EX SERVICEMEN MOVEMENT ECHS DIVISION

CONCEPT PAPER #1 dt 11Sep 09

Evolving our Aim/Goals to Achieve, Organizational Matrix and Work Philosophy
1.With continually rising cost of medical care and simultaneous depleting income, Healthcare is a major concern for veterans.
2.Aware of this, the Indian Ex Servicemen Movement (IESM) has established an ECHS Division to address and assist ESM Healthcare issues.
3.The Division is chartered to assist in the creation of the Finest Healthcare system for ESM.
4.Two points need to be made.
a)Finest Healthcare system is a subjective term. To measure our progress in its creation, we need to establish WHAT constitutes ‘FINEST HEALTHCARE’. Some constituents are listed in para 5 as benchmark, so we know what we are aiming at. The ECHS Division will endeavour to achieve these.
b)While ESM concentrations are identifiable in certain regions, there are areas that are not sufficiently populated with ESM, to justify setting up of ECHS polyclinics. Consequently creation of an effective Healthcare grid will need to address thin ESM habitations in isolated /remote areas.
5.Essentials of ‘The Finest Healthcare System’.
a)Clean, comfortable polyclinics with hygienic facilities for drinking water, toilets and spacious, ventilated waiting areas with adequate seating.
b)Speedy Registration.
c)Empathetic staff and Doctors. ECHS is basically a ‘Service Industry’. The ‘Comfort and Feel Good of the client (patient) comes FIRST – Always and Every time.
d)A Prioritization system for patients in distress/ Senior Veterans and those needing urgent attention.
e)Quick consultation with Doctor and issue of medicine.
f)Expeditious procurement of NA medicines. Intimation to patient about availability.
g)Issued medicines to have sufficient residual shelf life.
h)Simplification of processes to ensure patient is not harassed / made to run around for referrals, approvals etc.
i)Simple processes to ensure empanelled hospitals and not the patient , run around to get approvals/ intimations etc. Polyclinic to be the Single window for all the patient’s requirements.
j)Speedy processing and clearing of hospital bills.
k)Speedy processing and clearance of patient reimbursements.
l)Monitoring and Performance Audit of Empanelled Hospitals.
m)A support system to render advice including legal, to ‘wronged’ veterans to file consumer complaints in case of default/ deficiency in services at any level of the medical chain.
6.In case of any dispute/doubt on what is to be done, the Patients’ convenience and comfort must be the supreme, overriding, deciding factor ALWAYS AND EVERYTIME.
7.Organization of ECHS Division. Ensuring the desired constituents discussed above, necessitates presence of ECHS Division representatives at every level of ECHS HQ/ Polyclinics. . (For Organization of ECHS refer to ECHS Information Brochure 2008 OR visit ECHS website http://www.indianarmy.gov.in/echs/arechs.htm ). The following organization is therefore planned.
a)IESM ECHS Division HQ at Delhi, forming part of the IESM Core Group. Comprises of
Air Marshal Kuldeep Rai, AVSM Kulusha1112@gmail.com 9818601740
Rear Admiral George Kuruvilla, VSM georgekuruvila@gmail.com 9447508936
Brigadier Sateesh Kuthiala Kuthiala27@hotmail.com 9811660251
Colonel RP Chaturvedi rpchaturvedi@gmail.com 9891279035
Hony Lt Kameshwar Pandey pandeykameshwar@gmail.com 9811059825

b)Region Liaison Cells collocated with ECHS Region Centres. Presently 13. 15 more are on the anvil. List of Region/ Polyclinic Liaison Cell members is attached as Annexure 1. Only stations highlighted in Yellow have been represented so far, based on available volunteers.
Jammu (J&K, HP, Punjab) Jaipur (Rajasthan, Haryana, Punjab)
Chandimandir ( Punjab, HP) Lucknow ( Uttaranchal, UP)
New Delhi (NCR, Haryana) Jabalpur ( MP, Chhatisgarh, UP)
Pune (Goa, M’rashtra, Guj, MP, UP, Patna (Bihar, Jharkand, Orissa)
Chennai (Tamil Nadu, A&N) Kolkata ( West Bengal, Sikkim)
Kochi ( Kerala, Lakshdweep) Guwahati (Assam , NE states)
Hyderabad ( AP, Karnataka)

c)Polyclinic Liaison Cells collocated with ECHS Polyclinics. ECHS Brochure/ website refers.
d)Volunteers at Polyclinics.
8.Working Philosophy. The ECHS Division is basically a ‘User Interface’. It works on the premise that the ECHS organization is as keen to improve functioning as any other professional organization, which indeed the Defence services are. Its approach consequently would be based on close interaction with both, the ESM, as users, and the ECHS as the provider of health services. It is vital therefore that ECHS Division members exercise high grade diplomacy and cordiality in ensuring anticipated changes rather than assume a role of ‘auditors/ inspectors/ nambardaars/ union leaders’ which WILL be counterproductive. We want improvements and have little place for crass, undisciplined and rude behaviour/showdowns. Our role has to be participative and constructive. Diplomacy and finesse’ is called for. We therefore need volunteers with a cool, balanced temperament.
9.Duties.
a)ECHS Division HQ.
i)Will maintain CLOSE contact with both, the Region Liaison Cell and ECHS HQ, to provide an apex ‘bridge’ between the user and provider.
ii)Will identically interact with other Governmental bodies/ organizations in pursuit of an effective healthcare system for ESM.
iii)Will evolve necessary plans, presentations and instructions to guide the ECHS Division efforts.
b)Region Liaison Cell.
i)Will identify and recommend to ECHS Division, volunteer veteran (Officers, JCO and OR (and equivalents in Navy and Air Force)) to be nominated as members of Region and Polyclinic Liaison Cells.
ii)Will remain in close touch with the ECHS Region Centre and the Polyclinic Liaison Cells, and assist in resolution of ESM Healthcare problems in consultation with the two.
iii)Will keep IESM ECHS Div HQ apprised of problems not resolved with Region Centre.
iv) Will liaise with local Station HQ informally to expedite any issue affecting ESM healthcare.
v)In case of any veteran being admitted / evacuated to their geographic area, visit and seek a feed back.
vi)Assist in any consumer court/ legal issue with service provider.
c)Polyclinic Liaison Cell.
i)Will maintain regular and cordial contact with the ECHS OC, staff and IMPORTANTLY, the users- patients. Will act as bridge between the two, to ensure patient care and problems are expeditiously attended to.
ii)Feedback and assistance of Region Liaison Cell will be sought in case resolution locally is not possible/ working out.
iii)Will identify volunteers who wish to help out in making ESM care comfortable. While details will need to be worked out locally, the following duties may be possible.
•Assisting with Reception/ Registration, particularly when ECHS staff may be on leave etc.
•Guiding / explaining to patients, issues related to prescriptions, latest instructions, administrative problems etc.
•Prioritizing of patients who may be in need of urgent attention.
•Assisting out with administration in liaison with RWAs.
•Helping / escorting the elderly if required.
•Visit / seek feedback on efficacy of treatment at empanelled hospitals.
10.Monitoring. A Monthly Report from RLC to Div HQ, on E Mail, will indicate:
a)Satisfaction levels at polyclinics, deficiencies of medicines, amenities etc.
b)Cases to which ‘neglect’ can be ascribed.
c)Details of NA medicines including period for which NA.
d)Any QC issues.
e)Any misuse cases.
11.Conclusion. Even God is said to help those who help themselves. Our philosophy to organize the Finest Healthcare for ESM revolves around this. While interactive confabulations WILL continue with ECHS staff/ HQ at all levels, we perceive that the REAL difference to OUR healthcare would emerge from a participative involvement.