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 PGIMER’s Deputy Director (Administration), Mr. Pankaj Rai, during his October 2019 visit to Henry Ford Health Hospital, Detroit, USA. He was in the United States to attend the advanced training on Marketing Analytics to Drive Growth at the University Of Chicago Booth School Of Business. Recognizing the immense potential of such an initiative, Mr. Rai envisioned adapting the model at PGIMER Chandigarh to address the institute’s staggering patient infux.

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 âSARATHIâ (Studentsâ Alliance for Responsible Action to Transform Healthcare Institutes) meaning âcharioteerâ 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 (Admn), 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, nonmedical 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 sixteen months since inception, the project has engaged over 1200 student volunteers in different batches, who were strategically placed at various patient care areas starting from New OPD (Outpatient Department) and subsequently expanding to Advanced Eye Centre (AEC), Advanced Cardiac Centre (ACC), and Advanced Pediatric Centre (APC) blocks at PGIMER. Volunteers work 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.

Communication and Coordination: Facilitating communication between healthcare providers, patients, and their families.

Volunteer Training: Volunteers undergo orientation and training sessions to prepare them for their roles.

Roster System: Volunteers work in shifts to ensure continuous support during operational hours, while managing their academic responsibilities.

Certification and Recognition: Volunteers receive certificates and recognition for their contributions, encouraging continued participation.

Curriculum Framing

PGIMER volunteer training curriculum has been carefully structured to assign volunteers clearly defined roles that align with patient support needs, thereby minimizing overlap with healthcare staff duties and avoiding any "turf" conflicts. This approach also ensures that volunteers are not 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 like Govt. Multi-Speciality Hospital, Sector 16, Govt. Medical College & Hospital, Sector -32 in Chandigarh also started this project. Even Govt. of Himachal Pradesh has adopted this project and the same has been included in their annual budget. The Govt. of India, Ministry of Health & Family Welfare has also recommended this Project for Best Practices in Healthcare. This project’s structure, based on student volunteers, attracted attention as a scalable and sustainable solution to managing patient flow in overcrowded hospitals.

The cascading impact was evident as more colleges and universities expressed a willingness to send their NSS volunteers for similar roles. The replication of this model ensured that more hospitals across different regions could benefit from enhanced patient care, with a youth-driven volunteer force at the helm.

Sustainability and Support During Crisis

Sustainability

Sustainability is a cornerstone of Project SARATHI’s design. To prevent over-reliance on any single group, the initiative engages diverse volunteer streams, including NSS students, trainees from the National Institute of Nursing Education (NINE), and local NGOs. During academic breaks or examinations, NINE students and NGO members step in, ensuring seamless continuity of patient services without disruption.

To make the project financially sustainable, a society has been registered to create a corpus fund. This will cover operational costs like volunteer refreshments, transportation, organizing trainings, conferences, IEC activities and other miscellaneous expenditure, ensuring the project’s longevity.

Support During Crisis

During recent strikes by outsourced staff at PGIMER, the SARATHI project’s student volunteers played a vital role in maintaining essential patient care services. Usually attending in smaller groups of around 30, the volunteers quickly scaled their efforts, arriving in batches of up to 100 to support hospital operations during this challenging period.

With specialized training in patient care, communication, and empathy, these dedicated students ensured that patients received timely assistance despite the temporary staffing shortage. They assisted with tasks such as guiding patients to departments, providing comfort to those waiting, and supporting basic needs, helping the hospital remain operational and compassionate in its care.

Their proactive response during the strike demonstrated the SARATHI project’s value not only in regular operations but also in crisis situations, highlighting the commitment and readiness of these young volunteers to uphold PGIMER’s standards of patient support.

Dissemination of the Project

To extend the initiative beyond PGIMER, Chandigarh, and make healthcare more humane, the Chief Secretaries of the feeder states were urged to promote Project SARATHI up to the last mile, in view of its remarkable outcomes. The Ministry of Health & Family Welfare and the Ministry of Youth Affairs & Sports were also approached for support in disseminating the project nationwide.

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 model has been integrated with the My Bharat portal under the Seva Se Seekhen – Experiential Learning Program. As per information from the Ministry of Youth Affairs, Government of India, more than 1,400 hospitals across 30 States and Union Territories have been in-boarded on the portal, with over 550 hospitals already implementing the model.

The national rollout leverages the My Bharat portal to certify students completing 120 hours of service, thereby aligning their participation with both academic and professional growth. Awarded certificatescates recognize their contribution, ensuring that the impact of Project SARATHI extends far beyond its origins in Chandigarh.

Monitoring & EValuation

To fast-track the implementation and progress of the 'SARATHI' Project, a committee has been constituted to monitor its development, assess feedback, and ensure value addition to the initiative. In line with this objective, a review meeting, chaired by the Deputy Director (Administration), is held every Saturday. This regular meeting provides a platform for key stakeholders to discuss updates, challenges, and strategies for enhancing the project’s effectiveness in a time-bound manner.

To upscale the project and ensure its sustainable growth, a dedicated Cell has been constituted with defined roles and responsibilities covering overall coordination, technical and administrative support, data management, and the safety and security of volunteers. This mechanism is designed to identify and address gaps while streamlining processes for improved outcomes.

In parallel, PGIMER has launched the SARATHI Feedback App to strengthen patient-centered care. Each volunteer is equipped with the app to capture real-time feedback from patients and attendants after assistance. This data-driven approach enables informed decision-making, enhances transparency, and reinforces communication between SARATHI volunteers and patients. To further ensure authenticity, PGIMER conducts random follow-up calls with patients and attendants for direct feedback.

Under the leadership of the Deputy Director (Administration), dedicated monitoring and evaluation efforts are driving time-bound improvements, identifying growth opportunities, and refining processes to evolve SARATHI into a replicable model of excellence.

Proposed Amendments in NSS Policy

To further incentivize student participation, amendments to the NSS policy are being proposed, mandating that each NSS student contributes at least 60 hours of community service in a healthcare setting. These amendments would allow students to receive additional academic credits or grading benefitsts for their involvement in structured volunteer programs like Project SARATHI where there is a direct connect with the patients who are in distress, agony and under tension.

To institutionalize this initiative, the HRD Ministry may be approached to incorporate a mandatory two to four-week training in healthcare settings as part of the undergraduate curriculum.

This will ensure that all students receive hands-on experience in a real-world environment, aligning the project’s objectives with broader educational goals of student development, social responsibility, and community engagement.

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 problemsolving. 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.
Project 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.

Inferences

Project SARATHI exemplifies a transformative initiative that unites community service, healthcare improvement, and youth engagement. Launched at PGIMER, Chandigarh, the project has achieved outstanding success within the institute and has snowballed into a nationwide movement. It has been integrated with the My Bharat portal under the Seva Se Seekhen – Experiential Learning Program, with more than 1,400 hospitals across 30 States and Union Territories in-boarded, and over 550 already implementing the model.

By actively engaging students, Project SARATHI provides a platform for personal and professional development while significantly enhancing patient care. The project offers students a structured, meaningful way to contribute to society, diverting them from the growing threat of drug abuse and anti-social behaviours. With its emphasis on responsibility, discipline, and empathy, it serves as a game-changer in both youth engagement and healthcare delivery.

What makes Project SARATHI truly revolutionary is its minimal cost while achieving maximum impact. The initiative proves that with careful planning, community engagement, and volunteerism, significant improvements can be made to the healthcare system without major expenditure. It offers a sustainable, scalable model that benefits all stakeholders — patients, healthcare providers, and the wider community.

Through innovative strategies and community involvement, Project SARATHI is poised to create a lasting impact on healthcare access and quality across the country. As a game-changer in the healthcare sector, it stands as a beacon of hope for transforming healthcare systems and improving the overall well-being of countless individuals, making a real difference without heavy financial investments.

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

To assess the effectiveness of Project SARATHI, PGIMER commissioned a comprehensive before-and-af ter impact study with the Department of Community Medicine under the able guidance of Prof. A. K. Aggarwal. This study aimed to evaluate the initiative's effects on patients, health care staff and student volunteers, measuring key performance indicators in healthcare delivery and personal development.

The pre-implementation phase involved collecting baseline data on patient navigation, satisfaction levels, and the overall operational efficiency of PGIMER. This data served as a crucial benchmark against which the project's outcomes can be evaluated.

Post-implementation, the study analyzed various aspects, including improvements in patient care and staff workload, as well as the development of essential skills among student volunteers. Key metrics included the time taken for patient navigation, patient feedback on their experiences, and volunteers' self-reported growth in areas such as communication, teamwork, and social responsibility.

This impact analysis is not merely an evaluative tool but also a roadmap for continuous improvement. By identifying strengths and areas for enhancement, PGIMER aims to refine Project SARATHI and potentially replicate its success across other institutions, ultimately contributing to a more efficient and compassionate healthcare system.

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A Brief Report

A Volunteer-based Transformative Initiative at Outpatient Department of PGIMER Chandigarh

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SOPs

Standard Operating Procedures (SOPs)

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Rapid Assessment Report

Rapid Assessment of SARATHI Initiative at Outpatient Department of PGIMER Chandigarh

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Synopsis

SARATHI Synopsis

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SARATHI Video

Watch the SARATHI initiative in action at PGIMER Chandigarh

Digital Capacity Building Initiatives

To enhance digital capacity building among stakeholders and beneficiaries, several initiatives have been undertaken to encourage the effective utilization of the Scheme's digital innovations.

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Digital Feedback

The PGI Sarathi App enables structured feedback collection. Stakeholders record beneficiary details and feedback in real time, with auto-filled data and instant confirmation for accuracy and efficiency.

Download Link

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Digital Attendance

Stakeholders are trained to use a digital attendance system for real-time participation tracking and transparency. Mobile-based attendance ensures efficient volunteer engagement monitoring.

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Online Registration

Stakeholders guide beneficiaries in using the PGIMER Portal for online registration, helping decongest hospital areas and ensuring timely, hassle-free appointments.

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ABHA ID Creation

Stakeholders assist beneficiaries in generating Ayushman Bharat Health Account (ABHA) IDs using a PGIMER-developed application, ensuring seamless digital health record integration.

Collectively, these initiatives enhance digital literacy, streamline processes, and empower stakeholders and beneficiaries to fully engage with the Scheme's digital ecosystem.

Join the Movement

If you are a young citizen between the ages of 15 and 29, MY Bharat is an excellent opportunity to progress your profession and cultivate a positive personality. You may learn about opportunities for occupational skill development, youth leadership, and community participation here. Participate in activities of national importance and make a significant contribution to the country's growth.

MY Bharat Portal Link

Click on SEVA AUR ANUBHAV - SARATHI to join this movement by following simple steps:

1. Register as a Youth

2. Click Register

3. Enter Mobile & Accept Terms

4. Enter the Sign-Up Details and Submit:

( Full Name, Date of Birth, Gender, State, District, Urban/Rural, etc.)

5. Fill the Basic Details:

( Profile Picture, Area of Interest, Education, Sports, Languages, etc.)

Welcome to Project Sarathi

Vision

Preface

Conceptualization

Stakeholder Involvement

Pilot Phase

Launching of the Project

Components of the Project and Curriculum Framing

Components of the Project

Curriculum Framing

Standard Operating Procedures (SOPs)

Replication Started

Sustainability and Support During Crisis

Sustainability

Support During Crisis

Dissemination of the Project

Pan India Implementation

Monitoring & EValuation

Proposed Amendments in NSS Policy

Shaping Student Personalities through Service

Helping Dissipating Anti-social Activities

Inferences

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

A Brief Report

SOPs

Rapid Assessment Report

Synopsis

SARATHI Video

Digital Capacity Building Initiatives

Digital Feedback

Digital Attendance

Online Registration

ABHA ID Creation

Join the Movement

Dr. Rajeev Chauhan