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Telemedicine Unit – King George’s Medical University (KGMU)
1. Overview
• Established in 2017 and upgraded in 2019, the Telemedicine Hub at King George’s Medical University (KGMU), Lucknow stands as a testament to the institution’s commitment to leveraging technology for healthcare delivery. It was set up with the vision to bridge the gap between healthcare providers and patients in remote, rural, and underserved areas of Uttar Pradesh through digital health solutions.
• The hub acts as a centralized control and coordination centre, integrating various modes of virtual consultations—ranging from mobile and app-based platforms to AI-assisted and government-supported systems like e-Sanjeevani. It facilitated real-time access to specialist and super-specialist consultations across more than 40 clinical departments of KGMU during the COVID pandemic.
• Since its inception, the Telemedicine Unit has played a vital role in democratizing healthcare by ensuring timely, affordable, and expert medical care for individuals who might otherwise lack access due to geographic or socioeconomic constraints.
• With over 5,00,000 consultations successfully conducted, the Telemedicine Hub has grown into one of the most robust and effective digital health ecosystems in India. Its achievements have gained national and international recognition, including being featured at the United Nations General Assembly in 2023 and being acknowledged by the Hon'ble Prime Minister of India under the Digital India Programme.
• The Unit continues to evolve through partnerships with government and non-government agencies, contributing to both capacity-building and public health impact at scale.
2. Key Services
King George’s Medical University offers a comprehensive suite of telemedicine services through its state-of-the-art Telemedicine Hub & Control Centre, ensuring healthcare is accessible, efficient, and patient-centric. These services are tailored to meet the needs of both urban and rural populations, covering primary, specialty, and super-specialty care.
e-Sanjeevani OPD – Patient-to-Doctor Consultations
This is a nationally integrated teleconsultation service under the Government of India’s flagship Digital Health Mission, allowing patients to directly connect with registered doctors via secure digital platforms.
- Available to all citizens from the comfort of their homes
- Offers real-time consultation, prescription, and follow-up
- Particularly beneficial during COVID-19 and for non-emergency routine care
e-Sanjeevani AB-HWC – CHO-Facilitated Consultations at Health & Wellness Centres
This doctor-to-doctor telemedicine service connects Community Health Officers (CHOs) at Health and Wellness Centres (HWCs) with doctors at KGMU and other tertiary centres.
- Reduces the need for patient travel
- Empowers frontline health workers
- Covers common ailments and chronic disease follow-up
- A key element in strengthening primary healthcare infrastructure
HealthRADAR – AI-Supported Telemedicine Platform
A cutting-edge initiative using Artificial Intelligence (AI) to enhance diagnosis, triage, and decision support during virtual consultations.
- Facilitates early detection of diseases and structured care pathways
- Integrates seamlessly with the teleconsultation workflow
- Improves clinical quality and turnaround time
App-based & Multichannel Consultation Modes
The Telemedicine Hub leverages multiple digital tools to ensure accessibility and user convenience:
- AI-based OPDs through mobile apps
- Virtual consultations via Google Meet, Zoom, and WhatsApp
- Telephone-based services using mobile and landline for remote and elderly patients
- Email support for follow-ups, document sharing, and feedback
Virtual Consultations
KGMU provided teleconsultation services across a wide spectrum of clinical departments, ensuring expert care is available remotely:
- Departments include Internal Medicine, Pediatrics, Obstetrics & Gynecology, Dermatology, Psychiatry, Orthopedics, Cardiology, Neurology, and more
- Enables second opinions, chronic disease management, and post-discharge follow-up
Helpline Services
To streamline access and address queries, a dedicated helpline number (0522-2258880) is operational for patients, CHOs, and field workers.
- Assists in scheduling consultations, technical troubleshooting, and general guidance
- Supports both Hindi and English communication
- Plays a critical role in patient satisfaction and user engagement
3. Achievements
The Telemedicine Unit at KGMU has not only delivered impactful healthcare to millions but has also garnered national and international acclaim for its innovation, outreach, and scalability. The unit's achievements reflect a blend of visionary leadership, robust partnerships, and dedicated healthcare delivery.
Global Recognition – United Nations General Assembly, 2023
A narrative film showcasing the success of KGMU’s Telemedicine model was presented at the UN General Assembly on 9th September 2023, highlighting it as a global best practice in digital health transformation.
National Recognition – Interaction with Hon’ble Prime Minister of India
KGMU was honored when the Hon’ble Prime Minister interacted with a beneficiary of the KGMU Telemedicine Hub (e-Sanjeevani) during the Digital India anniversary celebrations on July 1, 2021. This underlined KGMU’s role as a flagship model for telehealth delivery in India.
Flag Bearer Award – C-DAC Mohali
KGMU received the Flag Bearer Award for recording the highest number of teleconsultations under the “e-Sanjeevani OPD: Patient to Doctor” service in India.
- Award presented by:
- Dr. V. K. Saraswat, Member, NITI Aayog & Chancellor, JNU
- Mr. P. K. Khosla, Executive Director, C-DAC Mohali
Scale of Impact – Uttar Pradesh Leadership
KGMU has contributed significantly to teleconsultations conducted across Uttar Pradesh and remains the leading academic and technical support hub for the initiative in the state.
Capacity Building – Over 5000+ Healthcare Professionals Trained
KGMU has conducted over 100 training programs for Medical Officers, Community Health Officers (CHOs), and healthcare workers. These programs have built digital health literacy and telemedicine readiness in collaboration with Jhpiego, BMGF, and WISH Foundation.
- Enhanced confidence and skills in virtual patient care, documentation, and digital ethics.
Model Adopted Pan-India
The KGMU Telemedicine model was adopted nationally by the Government of India due to its comprehensive design and proven success. KGMU has become a mentor institution, guiding other medical colleges and health departments in implementing similar digital health frameworks.
Infrastructure & Technological Innovation
KGMU operationalized the HealthRADAR AI-based OPD system and integrated various digital tools (Zoom, Google Meet, WhatsApp, AI Apps) into healthcare delivery. These innovations enabled data-driven decision-making with dashboards and analytics.
Media & Institutional Appreciation
KGMU has received regular media coverage in leading newspapers and portals, along with appreciation awards from District Administration and the State Government. Key officers have also been felicitated for recording the highest number of teleconsultations in Uttar Pradesh.
4. Capacity Building & Collaborations
At the heart of KGMU’s Telemedicine success lies a strong foundation of partnerships and continuous capacity building, aimed at scaling up quality digital health services across the state and beyond. The Telemedicine Unit is committed to empowering healthcare providers, building local leadership, and strengthening system-wide digital competencies through collaborative efforts.
Strategic Collaborations with Leading Organizations
KGMU has collaborated with national and international stakeholders to support telehealth scale-up, innovation, and quality improvement:
- Bill & Melinda Gates Foundation (BMGF) – for piloting quality improvement models like the Group Practice Manager (GPM) model and supporting the creation of a Centre of Excellence (CoE) for Telemedicine.
- Jhpiego (Johns Hopkins Program for International Education in Gynecology and Obstetrics) – for technical assistance in system readiness, SOP development, workforce training, and documentation standards.
- WISH Foundation – for strengthening telemedicine infrastructure and expanding community-level engagement, especially at CHCs and PHCs.
These partnerships have helped enhance governance, capacity, monitoring systems, and community awareness around telehealth.
Training Programs and Workshops
KGMU has conducted over 100 hands-on and virtual training sessions for doctors, CHOs, nurses, and IT staff across Medical Colleges, PHCs, CHCs, and HWCs of Uttar Pradesh. These sessions covered topics such as:
- eSanjeevani platform use
- Digital documentation
- Patient communication during teleconsultations
- Use of HealthRADAR and other AI-supported tools
- Troubleshooting and IT support protocols
The sessions also created master trainers and digital champions for decentralized rollouts.
Orientation Programs & Digital Health Ecosystem Workshops
KGMU organized multiple orientation and refresher programs focusing on the Digital Health Ecosystem for:
- New CHOs and Medical Officers
- Faculty of medical colleges
- Technical support teams
Key Workshops:
- “Digital Health Ecosystem Readiness for Last-Mile Telemedicine” (Aug 2024)
- Financial Management in Health Tech (April 2024)
- e-Governance Refresher Training (Jan 2024)
- SONMED-CT Orientation (Feb 2024)
These initiatives aim to ensure sustainability, improve quality of consultations, and support real-time decision-making.
Towards a Centre of Excellence (CoE)
KGMU, with support from BMGF and Government of UP, is in the process of establishing a Centre of Excellence for Telemedicine. This CoE will:
- Develop new training modules
- Lead academic research in telemedicine
- Innovate SOPs and quality frameworks
- Mentor other institutions in digital healthcare delivery
5. Events & Campaigns
The Telemedicine Unit at KGMU goes beyond digital consultations—it is a dynamic platform for health awareness, community engagement, and professional development. Through strategic campaigns and hands-on events, the Unit actively promotes health equity, digital empowerment, and preventive care across Uttar Pradesh.
Women’s Health Campaigns
Recognizing the importance of preventive and promotive care, the Telemedicine team has led multiple community-based women’s health initiatives:
- Conducted sessions for school and college girls on menstrual hygiene, nutrition, and reproductive health
- Delivered awareness talks at institutions like Loyola International School and Heeralal Yadav Balika PG College
- Participated in outreach events alongside government bodies and social organizations to promote telehealth access for women
- Focused on urban slums, jail populations, and underserved female populations
Student & Youth Awareness Camps
The Unit has conducted several interactive camps and webinars for medical and non-medical students to create awareness on:
- Digital health technologies
- Responsible online consultations
- Entrepreneurship in the medical field
- Career opportunities in telemedicine and health informatics
- Sessions held during school outreach and NAAC-related inspections
CHO Trainings & State-wide Orientation Programs
To support last-mile teleconsultation delivery, over 100 training and orientation programs have been conducted for Community Health Officers (CHOs) and Medical Officers across UP.
- Practical sessions held at the Telemedicine Hub and district PHCs/CHCs
- Ongoing mentorship provided under the GPM model and HealthRADAR program
- Special focus on eSanjeevani2.0 transition, quality documentation, and tele-triage
Key Dates & Highlights
Key events and milestones of the Telemedicine Unit at KGMU:
- Feb 2023 – NAAC Inspection and presentation of KGMU's telemedicine achievements
- Aug 2023 – Participation in UNESCO World Heritage Meeting with digital health exhibits
- Sep 2023 – Digital Health Camp in Mohanlalganj and Women’s Health Drives
- Nov 2023 – School Health Awareness Drive
- Apr 2024 – Workshop on Financial Management in HealthTech
- June–July 2024 – Intensive CHO training & GPM pilot launches
- Aug 2024 – Workshop on Digital Health Ecosystem Readiness with Jhpiego and NHM
District-Level Outreach
The Telemedicine team has actively expanded services and educational outreach to multiple districts, including:
- Gorakhpur, Ayodhya, Sant Kabir Nagar, Deoria, Kushinagar, Basti, Maharajganj, Siddharthnagar
- Health camps at urban PHCs in Lucknow (e.g., Chhitwapur) and Arogya Mandirs
- Infrastructural support and monitoring visits to remote CHCs, PHCs, and district jails
These efforts reinforce KGMU's mission to ensure healthcare for all, anywhere.
6. Organogram
The Telemedicine Unit at KGMU is driven by a dedicated multidisciplinary team that brings together medical expertise, technological proficiency, and visionary leadership. The team ensures smooth operation, quality assurance, and continuous innovation in digital health service delivery.
Leadership Team
- Prof. Soniya Nityanand, Vice Chancellor, KGMU
- Prof. Apjit Kaur, Pro-Vice Chancellor, KGMU
- Dr. Sheetal Verma, Faculty In-Charge
Medical Officers – Core Operational Team
The following Medical Officers play a pivotal role in delivering teleconsultations, mentoring CHOs, conducting training, and ensuring quality of patient care:
- Dr. Ahlam Kazim
- Dr. Saniya Rauf
- Dr. Dheeraj Sharma
- Dr. Akansh Khare
- Dr. Saurabh Singh
They are actively involved in supervising consultation flow, troubleshooting service-related issues, and supporting patient interaction and follow-ups. Many have been recognized by the State Government for exemplary service, including the highest number of consultations rendered.
Extended Support Network
Behind the seamless and impactful functioning of the Telemedicine Hub at KGMU lies a robust ecosystem of institutional, governmental, and technical support. These contributors play a critical role in governance, strategic planning, service delivery, and continuous quality improvement:
- Heads of Departments – Key in facilitating specialist consultations from over 40+ clinical departments
- Faculty of All Departments – Regular contributors to e-consultations, training, and mentorship
- Medical Officers (MO), Telemedicine Hub – Oversee day-to-day clinical coordination and support CHOs
- Call Coordinators & Frontline Staff – Act as the first point of contact for patients and field workers
Collaborating Agencies & Government Bodies
These partners offer policy guidance, funding, technical expertise, and field-level coordination that enable the Telemedicine Unit to function at scale and with high impact:
- Government of India
- Government of Uttar Pradesh
- National Health Mission (NHM), U.P.
- CDAC Mohali
- Bill & Melinda Gates Foundation (BMGF)
- Jhpiego India Country Office
Their support has been vital in building the Centre of Excellence (CoE) model, piloting innovative practices, and scaling capacity-building efforts across the state.
7. Future Plans
The Telemedicine Unit at KGMU is entering a transformative phase, with a clear roadmap to expand its scope, elevate service quality, and establish itself as a national leader in digital healthcare innovation. The focus is now shifting from quantity to quality, leveraging data, AI, and interdisciplinary collaboration.
Centre of Excellence (CoE) for Telemedicine – Underway
With support from the Government of Uttar Pradesh and the Bill & Melinda Gates Foundation, KGMU is developing a Centre of Excellence (CoE) to:
- Serve as a national training and mentoring hub
- Develop, test, and disseminate standardized SOPs and protocols
- Guide policy formulation and digital health research
- Foster a culture of quality and continuous improvement
Group Practice Manager (GPM) Model – Quality Mentorship Rollout
The GPM model is being piloted in six districts of the Lucknow region, aimed at:
- Mentoring and auditing the work of 50 Medical Officers per GPM
- Conducting weekly quality reviews of teleconsultations
- Providing clinical feedback and acting as peer mentors
- Standardizing practices in line with state and national benchmarks
Advanced Quality Monitoring Systems
- Launch of real-time dashboards for tracking teleconsultation metrics
- Introduction of feedback loops, quality scorecards, and clinical audit tools
- Support to the State PMU for data analysis, performance reports, and policy insights
Expansion into Specialized Telemedicine Services
To meet evolving patient needs and strengthen critical care outreach, the following specialty telehealth services are being developed:
- TeleTrauma:
- Emergency teleconsultation support for peripheral centers handling road traffic accidents, falls, burns, etc.
- Will enable real-time triage and trauma care guidance by KGMU experts.
- TeleICU:
- Remote support to District Hospitals and CHC-based ICUs for managing critically ill patients
- Integration with vital monitoring systems and AI-powered alert systems under development
- Aimed at reducing referral burden and improving outcomes
- TelePediatrics:
- Virtual consultation services dedicated to child health, neonatology, and adolescent care
- Focus on vaccination, growth monitoring, nutritional counselling, and pediatric emergencies
- In collaboration with the Department of Pediatrics, KGMU
- TeleGenetics & Rare Disease Consultation (Upcoming):
- Aiming to provide genetic counselling, metabolic disease diagnosis, and remote evaluations for rare disorders
- To be piloted in association with genetic labs and advanced diagnostic units
- TeleMental Health & Wellness Clinics:
- Strengthening digital psychiatry and counselling services
- Online support groups, therapy sessions, and wellness webinars planned
Holistic System Strengthening
- Continuous SOP revisions based on field feedback and national standards
- Deployment of AI-supported clinical decision tools (HealthRADAR 2.0)
- Creation of a digital documentation library for training and self-learning
- Enhanced helpline capacity for multilingual and round-the-clock support
8. Statistics
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