PTV Flood Line Medical Call Center

In collaboration with PTV and Ziauddin Medical University Hospital Karachi, Phone cast (Educast) established a free health helpline (toll-free number) to provide free medical assistance to flood victims. Through these helplines, the flood victims were able to reach the doctors to gain access to prescriptions and medical advice from 8:00am-8:00pm. Number of doctors working on a 12 hours shift basis was 24 and they were dedicated to connecting the callers to the health camps through conference calls in the proximity of the callers. All calls were recorded for quality assurance and analyzed for reporting. Additionally, to gauge feedback, follow up calls were made to random numbers for process improvement and troubleshooting. Results delivered: Through the 24-hour helplines, people from across the country were able to gain medical assistance in a timely manner. A total of 150,000 calls were handled from 4 provinces over the span of 2 months (or is it every week). The number of flood-affected people that benefited from this project was 150,000 and the cost per person was determined to be $2.7.