Shastho Batayon 16263

Introduction to the project

Shastho Batayon 16263, the National Telehealth Call Center, was launched by the Ministry of Health and Family Welfare and has been managed by Synesis IT since 2015. This service has revolutionized healthcare access in Bangladesh, providing reliable medical advice and assistance to millions of people across the country. During the Covid-19 pandemic, Shastho Batayon supported many hospitals, showcasing its critical role in the nation’s healthcare system.

Challenges Before Automation

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Limited Access for Rural and Low-Income Areas

Healthcare services were often unavailable or inaccessible in rural regions, disproportionately affecting low-income populations.

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Financial Barriers to Expert Consultation

High consultation costs made it challenging for many to seek advice from experienced doctors, leaving critical medical needs unmet.

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Lack of Emergency Services and Hospital Information

Emergency services and crucial hospital details were not readily available, forcing people to travel long distances for medical care.

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Scarcity of Timely Medical Advice

The unavailability of accessible healthcare led to delays in medical advice, causing severe health complications for those requiring immediate attention.

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Feelings of Vulnerability and Neglect

The struggle to obtain proper healthcare left many individuals feeling vulnerable, underserved, and disconnected from essential medical support systems.

Solution Overview

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Project Launch

The MIS department of the Department of Health & Family Welfare of Bangladesh, in collaboration with Synesis IT, launched the National Health Care Call Center, Shastho Batayon 16263, in September 2015 to deliver modern and quality healthcare to people's doorsteps.

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Goal

The goal of Shastho Batayon is to ensure accessible and efficient healthcare services for the people of Bangladesh, addressing their needs through telemedicine and digital platforms.

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Implementation

A robust infrastructure and a dedicated team of 250 doctors and 100 health service officers were established to ensure seamless healthcare delivery, capable of handling over 2 lakh customer interactions daily.

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Digital Innovation

Shastho Batayon set a milestone in digital services in Bangladesh, surpassing the capabilities of many advanced global systems. It provided critical telemedicine services, especially during the COVID-19 pandemic, addressing hospital shortages and offering effective remote consultations.

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Service Integration

Through its telemedicine services, Shastho Batayon has integrated health consultations, COVID-19 care, and other health-related assistance into a single platform, serving millions of citizens with satisfaction.

Key Features

Operational Excellence

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Call Center Solution

Development, implementation, and maintenance of a robust system for health-related inquiries

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Infrastructure Support

Management of required hardware and infrastructure for Data Center (DC) and Disaster Recovery (DR)

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Training Programs

Workshops and knowledge transfer sessions for 120 doctors and 30 Health Information Officers

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High Call Capacity

Ability to handle 50,000 calls per day with scalability up to 500 seats

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CRM System

Customer Relationship Management for doctors and Health Information Officers

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Telecom Integration

Nationwide short-code (16263) connection with all telecom operators

Healthcare Service Delivery

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Patient & Health Data Management

Comprehensive systems for managing patient records, ambulance information, and health databases

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Monitoring Tools

Development of performance-based monitoring and reporting tools

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MIS and Reporting

Advanced systems for database management, analytical reporting, and dashboard insights.

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Grievance Redress System

Efficient complaint and grievance handling to address user concerns

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Automated e-Prescription

SMS-based prescription services integrated with telecom operators

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24/7 Healthcare Support

Around-the-clock medical advice, treatment, counseling, emergency response, and referral services

Technology Platform

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.Net

Asterisk

MySQL

Linux Apache Server

Core Expertise

Contact Center

DevOps

Cyber Security

Data Science and Analytics

Impact

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Accessible Medical Consultation for All

Shastho Batayon provides free, 24/7 medical consultation with experienced doctors via mobile phones, ensuring access to healthcare for citizens across Bangladesh, especially those with financial constraints.

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Expanded Healthcare Services

Beyond medical consultations, Shastho Batayon offers emergency ambulance services, handles health complaints, and provides hospital information. It has also introduced sexual health, reproductive health, and family planning services, demonstrating a comprehensive approach to health support.

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Advancing Digital Healthcare

By digitizing healthcare, Shastho Batayon has modernized the sector, bridging urban-rural healthcare gaps. Plans to expand into child health, food, and nutrition services further underscore its role in revolutionizing healthcare delivery in Bangladesh.

Conclusion

Shastho Batayon is a very important and milestone initiative of Bangladesh Government & Synesis IT. Shastho Batayon doctors are working tirelessly to serve the country and people. They are very committed to providing services to the people of the country.