ESIC Hospitals are introducing a standardized set of Standard Operating Procedures (SOPs) for home delivery of drugs. This SOP provides operational guidance for ESIC Hospitals and serves as a framework for beneficiaries and stakeholders.
Geographical Area:
The services will be made available in the defined districts as determined by the DeanMS of the respective ESIC hospital. This strategic approach ensures that the home delivery services are efficiently implemented within a designated and manageable geographic area.
Responsibility of the Hospital:
a) To initiate the process, the hospital will float a bid on the GeM Portal to secure services for doorstep drug delivery, encompassing packaging, collection, and electronic communication to beneficiaries. The bid should be comprehensive and cover all aspects of the delivery process.
b) The In-charge of the Medical Store will serve as the nodal officer responsible for overseeing the smooth functioning of the drug delivery process. This ensures accountability and effective coordination.
c) Each hospital is required to develop its own SOPs tailored to local needs, considering the unique process flow requirements. The SOPs should provide guidance for vendors, pharmacists, and other stakeholders, while also incorporating a robust grievance redressal system.
d) Prescription copies must be enclosed in the drug packets to maintain transparency and adherence to medical guidelines.
e) Rigorous record-keeping at the hospital level is essential for tracking and monitoring the entire drug delivery process.
f) Billing processes should be conducted on a monthly basis, contingent upon the submission of proof of delivery by the vendor.
g) Home delivery of medicines is permissible up to a maximum of 90 days for entitled patients.
h) A Service Level Agreement (SLA) should be established with the vendor, addressing potential issues such as loss of drug packets and late deliveries beyond 48 hours.
Eligibility:
Senior citizens (above 60 years) with chronic illnesses, entitled for ESIC treatment, receiving consultations from the hospital, and prescribed medicines for more than 30 days are eligible for home delivery.
All ESIC beneficiaries, ESIC employees, their dependents, and pensioners seeking teleconsultation through e-Sanjeevani are eligible.
Handicapped and bedridden patients on medication for chronic diseases are eligible if they express a desire for home delivery.
Vendor Responsibility:
a) The selected vendor is responsible for notifying beneficiaries with a SMS/WhatsApp message containing the parcel tracking number as soon as the drug packet is collected from the “Drug Delivery Cell.”
b) Proper cold chain maintenance is crucial for drugs requiring such conditions, and vendors are obligated to ensure compliance.
c) Mandatory delivery information, including the parcel details, must be communicated to the beneficiary through SMS/WhatsApp.
d) Proof of delivery should be obtained through an OTP-based system or the signature of the authorized recipient in a predefined format.
By implementing these SOPs, ESIC Hospitals aim to provide a seamless and reliable home delivery service, ultimately improving the overall healthcare experience for ESI beneficiaries.
