MANAGING SOCIAL PROJECTS PRESENTATION ON 108 EMERGENCY SERVICES AN INITIATIVE BY GVK EMRI GROUP

PRESENTED BY:HARSH GOYAL (111224) HARSHIL PARIKH (111227) HIREN PATEL (111228) HRISHIKESH HANAMSHET (111229) KARAN BHADRA (111230) KARISHMA MADIYAR (111231) MANTHAN JOSHI (111232)

LITERATURE REVIEW
Why organizations go for PPP? Reasons: 1) Stakeholders 2) Legitimacy 3)Corporate Behavior

E.g.: Total S.A; UNESCO in Myanmar

EMERGENCY MEDICAL SERVICES

providing out-of-hospital acute medical care and/or transport to definitive care, to patients with medical emergency also encompasses services developed to move patients from one medical facility to an alternative one EMS units may handle technical rescue operations such as extrication, water rescue, and search and rescue Some countries closely regulate the industry

TYPES OF OPERATORS OF EMS

Government Ambulance Service Fire or Police Linked Service Volunteer Ambulance Service Private Ambulance Service Combined Emergency Service Hospital Based Service Company Ambulance

LEVELS OF EMS SERVICE

Basic Life Support (BLS) Advanced Life Support (ALS)

Intermediate Life Support (ILS)

CATEGORIES OF APPROACHES USED IN EMS PROVISION

Franco-German model - physician-led approach Anglo-American model - trained technicians/ paramedics, to staff ambulances

MODELS OF EMS IN INDIA

EMRI 108 Model (Comprehensive EMS model) Janani Express Scheme (non-EMS, merely transportation model) Bihar Model: 102 and 1911 (mix of EM and basic transportation model) West Bengal Ambulance PPP Model (non-EMS, merely transportation model) Referral Transport System in Haryana (trauma/highway ambulance)

CALL CENTRES FOR EMS

Common toll-free number across the country, preferably 108 to be owned by the central government and not owned/patented by any private party/organization. It may be combined with the O&M contract, or may be contracted separately Needs standardized protocols of operations including for call processing, screening, ambulance dispatch, follow-up, voice recording etc.

MANAGING SOCIAL PROJECTS

Social projects are motivated by a social cause

such as elderly and child care, social awareness and literacy, rehabilitation of physically and mentally challenged individuals and environment protection

Managing social projects well is definitely critical in determining its success Non-governmental organizations (NGO) are playing an important role in addressing these social concerns and supporting government initiatives

OBJECTIVES OF MANAGING SOCIAL PROJECTS

To make the students aware of the social concerns

and the nature of individuals and organizational effort required to address such concerns as well as the role they can play in this effort

To generate a perspective about the nature of managerial challenges faced by such organizations and learn how the academic inputs of the MBA programme can be made applicable to diverse situations

MAANAV SADHNA REPRESENTED BY MRS. ANAR PATEL SEVA CAF STARTED WITH THE INTENTION OF HELPING THE POOR AND NEEDY DIRECT THE EFFORTS OF THOSE PEOPLE WHO WANT TO DO SOMETHING FOR SOCIETY BUT DO NOT KNOW HOW JAN VIKAS REPRESENTED BY MR. GAGAN SETHI

VIKSAT REPRESENTED BY MRS SUDESHNA BHOJIA THE IDEA OF THE GROWTH OF SOCIAL INITIATIVES AS A NEED FOR SOCIETY SAATH MR. RAJENDRA JOSHI LINK BETWEEN CAREER AND SOCIAL DEVELOPMENT GANATAR REPRESENTED BY MR. SUKHDEV PATEL

REFLECTIONS

What is an NGO

How an NGO actually works

It is a form of social service

You can join an NGO after you retire to do good for the society.

It can be more than a career

Before

Difference between a typical business and an NGO After

108 emergency services

An INITIATIVE BY GVK EMRI GROUP

VISION

PROVIDE EMERGENCY RESPONSE SERVICES UNDER PPP (PUBLIC PRIVATE PARTNERSHIP) FRAMEWORK. RESPOND TO 30 MILLION EMERGENCIES AND SAVE 1 MILLION LIVES ANNUALLY. DELIVER SERVICES AT GLOBAL STANDARDS THROUGH LEADERSHIP, INNOVATION, TECHNOLOGY, RESEARCH AND TRAINING

108 SERVICES

24X7 TOLL FREE EMERGENCY SERVICE FOR MEDICAL, POLICE AND FIRE EMERGENCIES EMERGENCY HELP WILL REACH WITHIN 18 MINUTES AFTER CALL RECEIVED

PURPOSE

TO SAVE A LIFE TO PROVIDE EMERGENCY SERVICES IN CASE OF EPIDEMICS AND RIOTS OR ANY OTHER EMERGENCY SITUATIONS TO REPORT A CRIME IN PROGRESS TO REPORT FIRE

ORGANIZATIONAL STRUCTURE
COO

HR

Operation s

Financ e

SCM

Regional Manager

Regional Manager
Program Manager Operation s Executive EM T Pilot

BUSINESS PROCESS MODEL

1-0-8 SERVICES ARE BASED ON PPP (PUBLIC PRIVATE PARTNERSHIP) MODEL GVK EMRI IS THE NON PROFIT ORGANIZATION THAT CARRIES OUT THE OPERATION IN EACH STATE ALL THE COST OF AMBULANCES, SALARIES OF EMPLOYEES, MEDICAL EQUIPMENT ARE BEING BARED BY STATE GOVERNMENT

SRC MODEL

GOVERNMENT PARTNERSHIP

FOR PROVIDING TIMELY AND ACCURATE EMERGENCY SERVICES AND SAVING LIVES OF CITIZENS, IT HAS EQUAL RESPONSIBILITY ON GOVERNMENT AND PRIVATE ORGANIZATIONS AS A RESULT GVK EMRI HAD TIE UP WITH SEVERAL STATE GOVERNMENTS FOR PROVIDING MEDICAL SERVICES WITH THE HELP OF GOVERNMENT FUNDING

STATES WITH 1-0-8 SERVICES

STATE DATE OF MOU 22nd April 2005 29th August 2007 8th March 2008 14th June 2008 6th May 2008 14th August 2008 25th November 2007 8th July 2008 5th November 2008 17th May 2010 9th July 2010

Government of Andhra Pradesh Government of Gujarat

Government of Uttarakhand
Government of Goa Government of Tamil Nadu Government of Karnataka Government of Madhya Pradesh Government of Assam Government of Meghalaya Government of Chhattisgarh Government of Himachal Pradesh

PRIVATE PARTNERSHIP

GVK EMRI HAS PARTNERSHIP WITH SEVERAL PRIVATE ORGANIZATIONS FOR EFFICIENT OPERATIONS GVK EMRI HAS PRIVATE PARTNERSHIP WITH COMMERCIAL ORGANIZATIONS, EDUCATIONAL INSTITUTIONS AND OTHER NON GOVERNMENT ORGANIZATIONS FOR PROVIDING BETTER MEDICAL AND OTHER EMERGENCY SERVICES

HANDLING A MEDICAL EMERGENCY

Step 1
Call at the Communication Officers desk 99% Efficiency in call reception

Step 2

CO Classifies the calls to emergency or Non emergency On the basis of predetermined factors and past experience If Emergency call Then CO captures the mandatory information Call transferred to DO(Dispatch Officer)

Step 3

HANDLING A MEDICAL EMERGENCY

Step 4
Location of emergency is identified. DO dispatches nearest ambulance (ambulances are strategically located) to that location.
EMT makes quick check of victim and informs ERCP EMT provides pre hospital care until victim reaches to nearest approprite hospital Once the victim reaches the hospital EMT generates the case ID and transfers the victims vitals and logistics related information to the base

Step 5

Step 6

HANDLING A MEDICAL EMERGENCY

Step 7
After 48 hours of the incident desk follow up is conducted. If required inter facility transfer is provided.

FEATURES OF THE AMBULANCE

IT HAS ALL THE NECESSARY EQUIPMENTS AS MANDATED FOR ANY AMBULANCE. IT IS NOT JUST AN AMBULANCE , IT IS AN EMERGENCY VAN. HAS ALL THE LATEST AND UPDATED MEDICAL EQUIPMENTS WHICH ARE MAINTAINED AT REGULAR INTERVALS.

EMERGENCIES HANDLED
Medical Emergencies Serious Injuries Cardiac arrests Stroke Respiratory Diabetics Maternal/Neonatal/Pediatric Epilepsy Unconsciousness Animal bites High Fever Police Emergencies Robbery / Theft / Burglary Street Fights Property Conflicts Self - inflicted injuries / Attempted suicides Theft Fighting Public Nuisance Missing Kidnappings Traffic Problems ( Traffic Jams or Rallies, raasta rokos etc ) Forceful actions, riots etc Burns Fire breakouts Industrial fire hazards Fire Emergencies

Infections

EMPLOYEE RECOGNITION PROGRAM

MORE EMPHASIS ON EMPLOYEE RECOGNITION.

YEARLY : UNITED AWARD -> BEST AMBULANCE EMT AND PILOT (PAN INDIA) GOVERNMENT AWARD -> NOMINATED BEST EMTS AND PILOTS ON INDEPENDENCE AND REPUBLIC DAY. E-LIVE AWARDS -> JEEVAN RAKSHAK, AAKASMIT RAKSHAK, MAATRA-SHISHU RAKSHAK (STATEWISE).

Monthly: EM Care: Best case across all the districts under a state, 108 care award (Rs.1008). Call center awards: Best employee of the month.

Ad Hoc: Honesty beyond the call of duty award: Award given for performing outside ones jurisdiction. Thank you awards: For performance requiring immediate recognition.

EMPLOYEE MOTIVATION & RETENTION

Measure of motivation: An employee performing to the best of potential. Biannual motivation index: Based on questionnaire given to employees. V Care system: A platform to express and discuss employee problems.

Statistics:

90% employees -> EMT and Pilots (24-25 years) 40% employees > 4 years with the organization. Attrition -> 18% Reasons to leave -> Government job , Teaching.

CHALLENGES

SAVING HUMAN LIFE Providing faster emergency services

Reducing IMR and MMR in the areas of operations

Spread awareness about Fire and Police emergency services. Change peoples perception.

Entering UP with a fixed cost model

Keeping the motivation level of employees high Reducing fake calls 7 out of 10 calls are not emergency and 4 out of these 7 are fake callers. Deciding on the best route to hospital in order to ignore traffic jams and other obstacles on the way.

FUTURE PROSPECTS AND SUGGESTIONS

Placing GPS systems in Ambulances to monitor the exact location. Providing video conferencing facilities in Ambulances via 3G services for better medical assistance. Analysis of data to identify areas which has poor medical facilities or no facilities in near vicinity. Using technology to track the location of the callers.

Deeper analysis of data to identify the accident prone zones and sharing these data with road and transport institutions so as to take proper steps in curbing emergencies from the source. Gradual implementation of the system in all states and hence providing a country wide usage of single emergency number 108

Contacting mobile manufacturers to put 108 as emergency number for India and making it possible to call 108 when phone is locked or even switched off.

LEARNINGS

A very corporate and professional approach having standardized operations across 12 states. Good HR policies of EMTs and pilots resulting in low attrition rate. An example of a successful PPP and ideal mix of management control sharing.

THANK YOU !!!!