Sarathi - Government Project

Vision

Preface

In an era where healthcare systems are increasingly challenged by overwhelming patient loads, the need for innovative solutions has never been more critical. Project Sarathi emerges as a beacon of hope, meticulously crafted to address the escalating demand for healthcare services at PGIMER, Chandigarh. More than just a response to the operational pressures faced by medical facilities, this initiative is a transformative movement aimed at engaging the youth in community service and fostering responsible citizenship.

With millions of patients seeking care annually, PGIMER has experienced unprecedented strain on its resources. Project Sarathi not only aims to alleviate this burden but also provides students with invaluable, hands-on exposure to the healthcare environment. By actively involving them in patient care and navigation, the project cultivates essential life skills and promotes a culture of empathy and social responsibility.

Importantly, it serves as a constructive alternative for youth, steering them away from anti-social behaviours like drug abuse and empowering them to become compassionate, engaged members of society. Through this initiative, PGIMER is not just enhancing healthcare delivery but is also nurturing the next generation of responsible citizens, creating a brighter, healthier future for all.

Conceptualization

The vision for Project Sarathi draws inspiration from a successful volunteer-based model observed by Mr. Pankaj Rai at Henry Ford Health Hospital, Detroit, during his October 2019 visit for training on Marketing Analytics to Drive Growth at the University of Chicago Booth School of Business, Chicago, USA.

Presently posted as Deputy Director (Administration), PGIMER, Mr. Rai recognized the immense potential of replicating such a program in PGIMER Chandigarh, particularly in light of the staggering patient influx at the institute.

The healthcare scenario at PGIMER, with over 30 lakh annual patient visits in Outpatient Departments (OPDs), necessitated innovative solutions to enhance service delivery without immediate hiring. Hence, the concept of enlisting NSS (National Service Scheme) volunteers from local educational institutions was born. The project was aptly named “Sarathi,” meaning “charioteer” in Sanskrit, symbolizing guidance and support for patients navigating the hospital system.

The primary objectives included improving patient management, enhancing the hospital's operational efficiency, and providing students with an opportunity to gain practical experience in a structured manner. Beyond these, a significant goal was to constructively engage students in activities that would steer them away from harmful behaviours, including drug abuse, and promote social responsibility.

Stakeholder Involvement

Stakeholder involvement was a significant aspect of Project Sarathi's success. Key stakeholders included PGIMER’s administration, NSS volunteers from local colleges, and healthcare staff at the hospital. From the start, the project involved several educational institutions, such as Panjab University, Government Polytechnic College for Women, Govt. Postgraduate College, Sector 11, and DAV College, among others.

Local NGOs such as the Vishav Manav Ruhani Satsang Kendra and Sukh Foundation were also brought into the fold, contributing volunteering during times when student availability was limited, like exam seasons or holidays.

A series of meetings were conducted by Deputy Director (Administration), PGIMER, Chandigarh prior to the launch of the project, with continuous monitoring in place to ensure its seamless and smooth operation.

Pilot Phase

The pilot phase of Project Sarathi was launched with 22 volunteers from the Government Polytechnic College for Women, Chandigarh, in April 2024. This 7-day trial period was designed to test the feasibility of deploying student volunteers in the hospital environment. During this phase, the volunteers helped patients with navigation, non-medical needs, and coordination between healthcare providers and patient families.

Feedback from both the hospital staff and patients was overwhelmingly positive. Patients appreciated the additional assistance, and hospital staff noted an improvement in operational efficiency. The volunteers reported a highly rewarding experience, which further motivated them to continue their participation.

Launching of the Project

After the success of the pilot, Project Sarathi was officially launched on May 6, 2024. The initial roster expanded, with 31 more volunteers from the Post Graduate Government College, Sector-11, Chandigarh, joining the program. These students were scheduled in shifts, and each group of volunteers was deployed for a fortnight.

In the last seven months since inception, the project has engaged about 350 students in different batches, who were strategically placed at various patient care areas starting from the New OPD (Outpatient Department) and subsequently expanding to Advanced Eye Centre (AEC), Advanced Cardiac Centre (ACC), and Advanced Paediatric Centre (APC) blocks at PGIMER. Volunteers worked from 8 AM to 1 PM, offering consistent assistance to both patients and hospital staff.

Components of the Project and Curriculum Framing

Components of the Project

Patient Assistance: Volunteers assist patients, particularly the elderly and physically challenged, in navigating the hospital and accessing services, ensuring a smoother and less stressful experience for those in need.

Communication and Coordination: Facilitating communication between healthcare providers, patients, and their families, volunteers play a crucial role in bridging gaps and enhancing the overall patient care experience.

Volunteer Training: Volunteers undergo comprehensive orientation and training sessions to prepare them for their roles, equipping them with the necessary skills and knowledge to provide effective support.

Roster System: A well-organized roster system ensures that volunteers work in shifts, providing continuous support during operational hours while balancing their academic responsibilities.

Certification and Recognition: To encourage continued participation and acknowledge their efforts, volunteers receive certificates and recognition for their contributions, fostering a sense of accomplishment and motivation.

Curriculum Framing

The PGIMER volunteer training curriculum has been carefully structured to assign volunteers clearly defined roles that align with patient support needs, minimizing overlap with healthcare staff duties and avoiding any "turf" conflicts. This well-defined approach ensures that volunteers focus solely on patient assistance, without being assigned unrelated or incidental tasks.

Comprehensive training modules are designed to enhance key skills in communication, empathy, stress management, and adherence to healthcare protocols. By equipping volunteers with these specialized skills, the curriculum aims to establish a dedicated support system that maintains high standards of patient care while respecting professional boundaries within the healthcare team.

Standard Operating Procedures (SOPs)

Replication Started

Following its successful implementation at PGIMER, the Project Sarathi model began expanding to other hospitals. Healthcare institutions such as Govt. Multi-Speciality Hospital, Sector 16, and Govt. Medical College & Hospital, Sector 32, in Chandigarh have adopted the project. Additionally, the Government of Himachal Pradesh and AIIMS Bilaspur have expressed interest in implementing this system. The project's structure, based on student volunteers, gained widespread attention as a scalable and sustainable solution for managing patient flow in overcrowded hospitals.

The cascading impact of Project Sarathi became evident as more colleges and universities expressed a willingness to send their NSS volunteers for similar roles. The replication of this model across different regions ensured that hospitals could benefit from enhanced patient care, driven by a dedicated youth volunteer force, thereby improving healthcare delivery while fostering community engagement.

Sustainability and Support During Crisis

Sustainability

Sustainability is a cornerstone of Project Sarathi’s design, ensuring its long-term success by diversifying its volunteer base. The project engages multiple sources, including NSS volunteers, alumni of NSS, and local NGOs, to prevent over-reliance on any single group. During academic breaks or exam periods, former NSS students and NGO members step in to maintain uninterrupted patient services, ensuring continuous support.

To achieve financial sustainability, a society is being registered to establish a corpus fund. This fund will cover operational expenses such as volunteer refreshments, transportation, training sessions, conferences, IEC (Information, Education, and Communication) activities, and other miscellaneous costs, securing the project's longevity. Additionally, efforts are underway to involve B.Ed students and alumni networks, creating a reserve pool of volunteers who can be mobilized as needed, further strengthening the project’s resilience and continuity.

Support During Crisis

During recent strikes by outsourced staff at PGIMER, Project Sarathi’s student volunteers played a crucial role in maintaining essential patient care services. Typically operating in smaller groups of around 30, the volunteers swiftly scaled up their efforts, with batches of up to 100 arriving to support hospital operations during this challenging period.

Equipped with specialized training in patient care, communication, and empathy, these dedicated students ensured that patients received timely assistance despite the temporary staffing shortage. They guided patients to various departments, provided comfort to those waiting, and supported basic needs, helping the hospital remain both operational and compassionate in its care delivery.

Their proactive response during the strike demonstrated the Sarathi project’s immense value not only in regular operations but also in crisis situations. This highlighted the commitment, resilience, and readiness of the young volunteers to uphold PGIMER’s high standards of patient support, showcasing the project’s potential as a vital component of healthcare resilience.

Pan India Implementation

Based on the comprehensive project report ideated and curated by the Deputy Director (Administration) under the leadership of the Director, PGIMER, the Project Sarathi model has been adopted by over 250 hospitals across 25 states. Plans are already in motion to expand this initiative to more than 700 hospitals in the coming weeks, as announced by the Secretary (YSS), Government of India, Smt. Meeta Rajivlochan, during her visit to PGIMER on 24th September, 2024.

The national rollout will leverage the “MeraYuva Bharat” platform to certify students who complete 120 hours of service, ensuring that their participation contributes to both their academic and professional development. These students will be awarded certificates as a recognition of their valuable contributions. This large-scale implementation will ensure that the benefits of Project Sarathi extend well beyond its origins in Chandigarh, impacting healthcare facilities and communities across the nation.

Making Rewarding Environment

In addition to the certificates awarded upon the completion of voluntary service, along with refreshments, PGIMER is set to introduce a range of privileges for student volunteers who complete 120 hours of dedicated service under the Sarathi program. These privileges will serve as a recognition of their valuable contribution to patient care and emphasize the importance of their efforts.

This initiative not only acknowledges the hard work and dedication of the volunteers but also aims to encourage sustained participation, ensuring the continuity of compassionate support for patients. By offering these privileges, PGIMER seeks to create a rewarding environment for volunteers, motivating them to remain engaged and continue making a positive impact on patient experiences and overall healthcare delivery.

Monitoring & EValuation

To accelerate the implementation and progress of the 'Sarathi' Project, a dedicated committee has been formed to oversee its development, assess feedback, and ensure continuous value addition to the initiative. In pursuit of these goals, a review meeting is held every Saturday, chaired by the Deputy Director (Administration). These regular meetings offer a platform for key stakeholders to discuss updates, address challenges, and develop strategies aimed at enhancing the project's effectiveness in a timely and efficient manner.

The committee is structured to ensure comprehensive collaboration across departments, and includes the following key members:

A faculty from Hospital Administration: Responsible for overseeing hospital operations and administration.
A Senior Administrative Officer: Manages administrative functions and ensures smooth coordination across various departments.
A Security Officer: Addresses security concerns related to the volunteer program and ensures overall hospital safety.

Under the leadership of the Deputy Director (Administration), the committee's efforts are focused on improving the project in a time-bound manner. The goal is to identify areas for growth, refine processes, and continuously enhance Sarathi, turning it into an exemplary model. Through regular feedback, evaluation, and collaborative decision-making, the committee will ensure that the program not only optimizes patient care but also strengthens community engagement as it expands.

Proposed Amendments in NSS Policy

To further encourage student participation, proposed amendments to the NSS policy are being considered. These changes would allow students to receive additional academic credits or grading benefits for their involvement in structured volunteer programs like Project Sarathi, where they directly engage with patients in distress, agony, and under tension. Such recognition would highlight the invaluable contribution of students in providing essential patient support and care.

In an effort to institutionalize this initiative, the HRD Ministry may be approached to include a mandatory two to four-week training in healthcare settings as part of the undergraduate curriculum. This addition will ensure that all students gain hands-on experience in a real-world environment, providing them with essential skills while aligning the project's objectives with broader educational goals. Through this approach, students will develop critical competencies in social responsibility, patient care, and community engagement, while contributing meaningfully to healthcare delivery.

Shaping Student Personalities through Service

Project Sarathi plays a pivotal role in enhancing the personal development of students by fostering essential life skills such as self-esteem, communication, teamwork, and problem-solving. Through direct interaction with patients and healthcare professionals, students gain confidence in handling challenging situations, improve their ability to communicate effectively, and work collaboratively in a high-pressure environment.
This real-world exposure not only refines their problem-solving abilities but also instills a sense of responsibility and empathy, shaping well-rounded individuals prepared for both professional and personal challenges.

Helping Dissipating Anti-social Activities

One of the key motivations behind Project Sarathi is to address the growing concerns around drug abuse and other anti-social behaviours among youth. With the increasing prevalence of substance abuse, especially among young people, the program offers an alternative path by engaging students in meaningful, community-focused volunteer work.
Sarathi provides a positive outlet for their energy, steering them away from harmful activities. This structured environment fosters responsibility, discipline, and a sense of civic duty, effectively acting as a deterrent to drug abuse and other negative behaviours.
Through such initiatives, PGIMER not only encourages the personal and social development of young volunteers but also reinforces a culture of empathy and support within the institute, promoting healthier lifestyles and social well-being.

PMO Oﬃce and Future Projections

The Project Sarathi has garnered tremendous recognition, becoming a central focus during a recent presentation to the Prime Minister’s Office (PMO). The initiative received resounding support, further validating its impact on improving healthcare services and engaging youth in meaningful community work.

The feedback from the PMO not only acknowledged the project's remarkable success but also emphasized its potential to bring about transformative changes in healthcare across India. The vision for scaling this initiative nationwide has now taken a significant step forward, with plans to expand its reach to hundreds of hospitals and communities across the country.

This recognition has ignited a fresh wave of inspiration among all involved, fueling a renewed sense of purpose and determination to push Project Sarathi to even greater heights, ultimately transforming the future of healthcare and youth empowerment in India.

Inferences

Project Sarathi stands as a groundbreaking initiative that seamlessly blends community service, healthcare improvement, and youth engagement. Launched at PGIMER, Chandigarh, this initiative has garnered impressive success within the institute and is now on the cusp of becoming a nationwide movement, with expansion plans targeting 700 hospitals across India. The initiative’s rapid growth underscores the increasing recognition of its potential to revolutionize patient care and youth involvement across the country.

At the heart of Project Sarathi lies its commitment to fostering both personal and professional growth for students. By involving them in meaningful volunteer work, the program enhances patient care while providing a channel for students to contribute positively to society. In doing so, it serves as a powerful deterrent to the rising threat of substance abuse and anti-social behaviors, offering a structured and purposeful alternative for youth. With a strong emphasis on discipline, responsibility, and empathy, Sarathi is reshaping both youth engagement and healthcare delivery, making a tangible impact on communities and healthcare institutions alike.

What makes Project Sarathi truly transformative is its ability to deliver maximum impact with minimal costs. Through thoughtful planning, community involvement, and a robust volunteer framework, the program demonstrates that significant improvements can be made to the healthcare system without requiring large financial investments. Its sustainable, scalable model benefits a wide range of stakeholders—from patients and healthcare providers to the broader community—proving that real change is possible without heavy financial burdens.

With its innovative strategies and unwavering community focus, Project Sarathi is poised to leave a lasting legacy in the Indian healthcare system. As a pioneering initiative, it offers hope for a future where healthcare is more accessible, more compassionate, and more efficient, all while empowering the next generation of leaders and changemakers.

Study Pre & Post – Impact on Patients, Attendants, and Students

In its commitment to measuring the success of Project Sarathi, PGIMER embarked on a comprehensive impact study, conducted in collaboration with the Department of Community Medicine, under the expert guidance of Prof. A. K. Aggarwal. The study was designed to assess the far-reaching effects of the initiative on patients, healthcare professionals, and student volunteers, providing invaluable insights into the program’s effectiveness in both healthcare delivery and personal development.

The study began with the pre-implementation phase, where baseline data was gathered on critical aspects such as patient navigation, satisfaction levels, and the operational efficiency of PGIMER. This initial data formed the foundation for evaluating the program’s impact.

Following the program's implementation, the study assessed improvements in patient care, staff workload, and volunteer development. Key indicators such as time efficiency in patient navigation, patient satisfaction, and volunteers’ growth in skills like communication, teamwork, and social responsibility were measured. These metrics provided a holistic view of the program’s outcomes.

Beyond being a tool for evaluation, this impact analysis serves as a roadmap for refining Project Sarathi. By identifying both strengths and opportunities for enhancement, PGIMER is setting the stage for future improvements, with the potential to expand the program to other institutions, ultimately creating a more efficient and compassionate healthcare ecosystem across the nation.

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A Brief Report

Rapid Assessment of Sarathi Initiative at Out Patient department of PGIMER Chandigarh.

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SOPs

Standard Operating Procedures (SOPs)

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