108 Emergency Services (1) Edited

Summer Internship Project
2022-23
A
SUMMER INTERNSHIP PROJECT
“STUDY ON THE HISTORY AND OPERATIONAL PROCESS OF
MOBILE HEALTH UNIT & DHANVANTRI AAROGYA RATH
AND
ANALYSIS OF AMBULANCE SERVICE”
SUBMITTED TO
R.B. INSTITUTE OF MANAGEMENT STUDIES

IN PARTIAL FULLFILLMENT OF THE REQUIREMENT OF THE AWARD FOR THE DEGREE OF
MASTER OF BUSINESS ADMINISTRATION
UNDER
GUJARAT TECHNICAL UNIVERSITY

UNDER THE GUIDANCE OF
Faculty Guide Company guide
Dr. Bhumika Punjabi Chintan Patel
Submitted by
Soniya Sanki
Batch 2021-23
Enrollment no. 217460592126
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Report on History and internal Operational Process of Mobile Health Unit and Dhanvantari Arogya Rath
2022-23
Student’s Declaration
I hereby declare that the summer internship project report titled “A study on the operational process of
mobile health unit and Dhanvantari Aarogya Rath & Analysis of the Ambulance services.” In GVK EMRI
is a result of my own work and my indebtedness to other work publications, references, if any, have been
duly acknowledged. If I am found guilty of copying from any other report or published information and
showings as my original work, or extending plagiarism limit, I understand that I shall be liable and
punishable by the university, which may include ‘fail’ in examination or any other punishment that
university may decide.
ENROLLMENT NO. NAME SIGNATURE
217460592126 Sanki Soniya Austo
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Institute certificate
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Certificate of examiner
This is to certify that project work embodied in this report entitled “Study on the History
and Operational process of Mobile Health Unit and Dhanvantari Arogya Rath “ was
carried out by Soniya Sanki -217460592126 of RB Institute of Management Studies &
786.
The report is approved / not approved.
Comments of External Examiner
This report is for the partial fulfillment of the requirement of the award of the degree of
Master of Business Administration (Part –time) offered by Gujarat Technological
University.
(Examiner’s Sign)
Name of Examiner:
External Examiner’s Institute Name:
External Examiner’s Institute Code:
Date:
Place:
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Company certificate
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Plagiarism report
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Table of contents
Sr no. Particular Page no.
1 Preface
2 Acknowledgement
3 Executive summary
4 Company profile
Part-1
5 Introduction
 History of the GVK EMRI
 Governing directory of GVK EMRI
 Achievements
6 Introduction to the all the projects
7 Objectives
8 Vision & mission
9 Introduction to the department
Part-2
10 MHU & DAR
 Launch photographs
 Objective
 Operational model
 Services
 Scope of the project
 Manpower and work station
 Patient flow chart
 Roles and responsibilities
 Records and register
 GPS tracking
 Past records
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Part-3
11 Research methodology

12 Data Interpretation
13 Findings & Limitations to the study
14 Conclusion
15 Biblography
16 Annexure
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Preface
It gives us great pleasure to prepare a project on “A study on the history and operational
process of Mobile Health Unit and Dhanvantari Aarogya Rath & analysis on the ambulance
service” as my summer internship project Report. I have learned so much about the
emergency services provided by the GVK EMRI while preparing this project.
In this project report we have included various concepts, effects, and implications regarding
the ambulance services. Doing this internship we get to know about many practical things
that how these organization works and management part. This project report helped me to
enhance the knowledge regarding the work of the organization.
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Acknowledgement
As a student of management, I take the opportunity to Thank GTU for introducing the
course of MBA to make the student more efficient and perfect manager of tomorrow. It
gave me a real time experience as how an organization works.
I am highly thankful to R.B. Institute of Management Studies, DR. SHASHIBALA

director for giving me the opportunity to do this project.
My sincere gratitude goes to Dr. BHUMIKA PUNJABI for providing me such a

valuable experience and opportunity to do this project.
I am thankful to CHINTAN PATEL and all the members of the company those who
were working with me for the guidance & planning out the schedule for the internship.
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Executive Summary
This is an attempt to know how the theories can be applied to practical situation.
As a student of R.B. Institute, it is a part of study for everyone to undergo summer project
at some good institute or an organization. So for this purpose, I got the opportunity of
summer training at GVK EMRI.
In the first part of the project report the general information of the company and its
objectives, vision mission and the information about the various departments has been
collected. Information is gathered through the primary and secondary source as well.
In the second part of the report, contains the specialized part of the study on the history and
the operational process of MHU- Mobile Health Unit & DAR- Dhanvantari Aarogya Rath
and analysis of the ambulance services.
In the third part of these report contains the research Methodology, the survey, sample and
design and the data interpretation analysis & Questionnaire.
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Company’s profile
Company name : GVK EMRI (Emergency management Research Institute)

Working : providing emergency services
Company address : 108 Head office, kathwada,
Email : info@emri.in
Contact number : 07922814896
Website : www.emri.com
Company guide : Chintan Patel
Project duration : 45 Days
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PART-1
INTRODUCTION
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GVK EMRI Emergency Management Research Institute
GVK EMRI is India’s first and the world largest integrated emergency responses services into pre hospital
care, having more than 53000 employees and operating over above 13000 ambulances in 16 states and 2
union territory in the country and also as the partners in the emergency responses services of Sri Lanka
and spreading the wings to other part of the world.
GVK EMRI- an Organization that ensures – “Your Right to Safety”.
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History of GVK EMRI
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Governing board of GVK EMRI
Dr. GVK REDDY, chairman, GVK EMRI
He is founder and chairman of GVK a diversified business enterprise with

interest in a wide range of business including power generations, airport
operations and management, roads, urban infrastructure, bio science hospitality
services and manufacturing sectors. In recent years GVK has increasingly
focused on the infrastructure sector which has been identified as its core
business area for future growth.
Dr. gvkreddy has been recognized for his outstanding brilliance and invaluable
contribution to the field of entrepreneurship and social upliftment he was conformed with one of the
highest civilian honours of padmabhushan by the government of india in 2011 and has been bestowed with
the honorary title “ doctor of philosophy” by the renowned Jawaharlal Nehru technological university
India.
Dr.gvkreddy is recognized for his benevolent spirit evident from his commitment to the cause of the
development of society. He has set up GVK foundation which provides education and civic amenities like
housing, drinking water and health care to the unprivileged people.
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Achievements
GVK EMRI awarded for providing “Outstanding Ambulance

services” in the state of west Bengal.
GVK EMRI wins an award on best ambulatory service

provider
GVK EMRI received Mahatma Award For Social Good 2019 for
Medical Emergency Initiatives on 1st October 2019 in Delhi.
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Projects
Emergency Helpline services
 108 - Ambulance services
 UT-108 - Union Territory
 181 - women Helpline
 104 Medical Helpline
 1962 emergency services for Animals
 DIAL 100
 102 Khilkhilat
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Non emergency services

 MHU - Mobile Health Unit
 DAR – DhanvantriAarogyaRath
 SMC - State Management Worker
 MVD - Mobile Veterinary Dispensary
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108 Emergency Services
GVK Management services and research institute, the major social responsibility of GVK,
was established in 2007 in Gujarat. GVK EMRI started this project for the social
responsibility of the society to serve the millions of the emergencies arriving every day and
save lives nationally. It is a ambulance service which help the patient to reach the hospital
in case of any emergencies and getting the medical facility instant at the door step after
calling the ambulance.
108 Emergency Management Service is a 24*7 emergency service for medical, police and
fire emergencies. It is a free service for any Emergency in which people are involved. The
service is available 24*7 in the states of India.
The facilities provided by this service are:
 It is a 24*7 emergency service.
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 Toll free number accessible from landline or mobile in the state.
 Emergency help will reach the beneficiary in an average of 18 minutes.
 Call 108 for all emergencies (Medical, Police and Fire).
Process Model
Emergency Management requires the integration of four cardinal pillars:
Sense, Reach, Care and Follow-up.
Sense: The Sense paradigm of Emergency Management comprises of information capture regarding the
emergency situation. A dedicated toll free number 1-0-8 is used to report any of the three kinds of
emergencies-Medical, Police or Fire. The 108 call is received by the Emergency Response Officer (ERO)
who collects and records all facts regarding the emergency, identifies the nearest ambulance to the scene of
emergency and gives instructions for dispatch of the ambulance.
Technology plays an important role in providing state of the art CTI (Computer Telephony Integration)
solutions for receiving 1-0-8 emergency calls and maintaining records of the caller data.
Reach: Reaching the needy in the Golden Hour is crucial for an emergency medical service provider. Our
Advanced Life Support (ALS) ambulances are equipped with medical equipment like defibrillators and
ventilators to aid the patient even during transportation to a hospital.
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Ambulances are strategically placed so as to reach the beneficiary in the shortest possible time. In case of
Police or Fire emergencies local state Police Station or Fire department is immediately notified with full
details.
Care: “CARE’ is an important and integral component of ‘SENSE-REACH-CARE-FOLLOE UP’ (SRCF)

process paradigm of GVK MRI. Pre- hospitalcare in GVKEMRI ambulance is evidence based. It has “ on-
scene” and En-route” and ‘patient handover’ as three name phases. Trained EMTs in the ambulance
provide pre-hospital care under the medical direction of qualified MBBS doctors working 24*7 in the state
level Emergency Response Centre ( ERC). Pre-Hospital EMS protocols developed in collaboration which
Stanford School of Medicine , USA guide the EMTs and ERC Physicians in provision of care. Pre- hospital
care protocols are also applicable for Inter Facility Transfer (IFT) case also. Assessment of the patient,
livesaving stabilization using basic life support skills and medical equipment,OLMD (online medical
direction ), monitoring of vitals, level of consciousness, pre arrival information encompass ambulance
based care
48 Hour Follow-up:
GVK EMRI has a unique process which does not exist in any Global EMS organizations. This is in the
form of “48 Hour Follow – up”. The major area where 48 Hour Follow-up is obtained from the
beneficiaries of 108 services are
1. Condition of the patient (critical/Discharged/fatal)

2. Services rendered in the ambulance
3. Suggestions to improve the services.
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Number of Ambulances
Sr. Name of the state No. Of Ambulance No. Of Khilkhilat

No.
1. Telangana 426 300
2. Gujarat 802 466
3. Goa 52 1
4. Tamil Naidu 1237 99
5. Karnataka 746
6. Assam 793 235
7. Meghalaya 50
8. Himachal Pradesh 198 124
9. Chattisgarh 83 324
10. Uttar Pradesh 2200 2415
11. Rajasthan 807 587
12. Kerala 330
13. Delhi 262
14. Andhra Pradesh 195
15. West Bengal 931
14. Diu Daman and Dadra 22
Nagar Haveli
Total 7810 4946
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Ambulances Services all over India
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Other ambulance services
Inter facility transfer
The objective of these ambulance are to provide timely transportation to patients who
required next level of medical treatment in higher healthcare facility this facilitates an
integrated and comprehensive health care management providing high end ambulatory
transportation for appropriate care.
Neo Natal Ambulance
Neo natal ambulance are launched in order to ensure the emergency transfer for very sick
babies who require more special list treatment at another hospital and also for effective or
back transfer to transport recovering babies back to the hospital nearest to their homes. It is
primarily launched to reduce the neonatal mortality rate as a part of millennium
development goals. This specialised service is operated in tamilnaidu and goa as a part of
108 emergency response.
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181 – Women helpline number

GVK EMRI in association with Government of Gujarat has launched 181- Anhayam Women Helpline in
Gujarat. The helpline has been launched in collaboration with the women and child welfare and home
departments. Technical support for operational protocols were developed by GVK EMRI in collaboration
with Tata Institute of Social Sciences (TISS).
The 24*7 helpline -181-is a toll-free number to support woman in distress and is
accessible through any mobile or landline. Any women can access 181
“Abhayam” helpline for the purpose of counseling, guidance, information and also
for the rescue in various threatening situations including domestic violence.
Currently 181 Women Helpline service is available in various places of India.
181 is a helpline for women safety whenever a women feels unsecure or unsafely she can call at these
helpline a rescue team will reach at the caller place as soon as possible to protect the women . it can be
from the society or by her husband or from any stranger it can be at any place at ant time.
The rescue team is ready for the situation there are counselor doctor police who handles the situation by
going there. They give advice and they also takes legal action if they feel requirement if the women is
tortured or any thing wrong happens with the women. This helpline number specially works for these part.
104 Medical helpline

104- health helpline number. This is a medical health helpline number which is used for the advice on
calling. The doctor pescribes the medicine after talking on the call. According to the health condition of the
patient. This helpline is basically for the fever .
104 was started for the fever of the malaria but now it gives the treatment for the all the
patients. Generally it solves the problem of the patient in the call only . this is a medical
health helpline number which gives the cure for the fever and alaso decides that the forever
thing is the all that makes the services available to all the people and get to the facility and treatment for the
cure of the patient.
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It also solve the suicide prevention cases they give the counseling to the person who thinks about doing the
suicide they give concern to the person as to save a life of the innocent these team helps to the person
because may be he is thinking wrong and about to sacrifice his life so 104 helpline helps to the person.
1100 Telemedicine helpline

This helpline gives the advice for the medicine if the patient wants to connect or talk to the doctor and take
to the medicine directly from the advice of the medicine so the doctor gives the medicine in the
call only so that we can have the facility of the taking the concern from the doctor directly.
1962Animal Helpline
1962 the animal helpline that cure the animals which are stray. Ten animal ambulances named Animal Mobile
Medical (AMMA) were flagged off on 25 th September ,2016 by Then Tamilnadu Chief Minister Late J. Jayalalithaa
for free service in five districts of Tamilnadu. 100 no. of PashuAarogyaSewa Mobile
Veterinary clinics was launched by Telegana Chief Minister k. Chandrasekhar Rao on
15th September,2017.These ambulances shall be available to public in case of Veterinary
emergencies for their livestock via a Toll Free no. 1962. 11no. of Karuna Animal Ambulances were launched on 06 th
October,2017 by Gujarat Chief Minister Vijay Rupani. Currently 37 Karuna Ambulances are operational across
Gujarat.
Animal helpline was created for the animal which are the stray animal if that animals are injured some nearby
people call the ambulance of the 1962 the veterinary officer cure the animal. The team reaches their after the call
and the animal that is need of the help if injured in the emergency or in accident.
1962 is also called as the karuna ambulance
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Dial 100
Dial 100 is the police the services which is provided to whole nation for the security of the people and they gives
the secure the police is needed at every occasion in the festival to maintain the huge crowd to
keep the rules and regulation as per the policy for the benefits of the public. It is the uniform
color job that requires the high power of the police force make the situation better when it
come stop the injustice or anything wrong the police is required.
Dial 100 is the very strong concern call the people call when they are in the at most help and get the all the site of
the security when the people are in the services there are high post of the call and get to all the people that makes
sure that the people are safe.
Majorly the thieves and the people who do wrong or culprit work are also afraid of the police and the prisoning of
the police dial 100 is the police services which is required at most of the times and gets the help of the people and
they are also helping I the patrolling of the city during day and night .
Khil-khilat
GVK EMRI operates ambulance under the scheme in partnership with Andhra Pradesh, telangana,assam,
Gujarat, chattisgarh, goa, himachal Pradesh, rajasthan, uttar Pradesh, and west Bengal. Government to ensure
wholesome support for the mother and child by providing home to hospital and drop back facility for mother
and child . these services are offered to the mother and the child if they have continued to stay in the
government hospital for 48 hours after the child birth.
Khilkhilat is the project that is started by the government to facilitate the transport of the pregnant women
during their pregnancy and have their transportation of the pregnant ladies to the hospital carefully and have the
no obstacles to the reach the hospital.
102 is the helpline number of the khilkhilat it is the project where the pregnant lady can go anywhere safely.
Once the 102 is contacted it takes care of the patient like they call them as they have all the record of the patient
and they know about the next appointment so they make a call before that they wants to call again the 102 to
transport the women to the hospital and get all the facility and have the transportation by the khilkhilat
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112 Emergency Response Support System
These is the emergency helpline number which is applicable to the only 7 newly formed district of Gujarat
that are aravalli, botad, chota udeipur, morbid, mahisagar, gir-somnath, dwarka in these the people of the
states have to call in just one number whatever emergency that have whether it is of ambulances fire
medical police animal whichever emergency they have they just have to call on the these number and then
the call will transformed from here only to the particular department and then they will send the
ambulances or the other services such as police or etc, according to the type of emergency.
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Non Emergency Services

MHU – Mobile Health Unit
Mobile health unit is also called as Arogya Sanjeevni. The mobile health unit means the
health unit which is movable and the treatment is done by the doctors within the van only.
The van of Arogya Sanjeevni is placed at the corner of the road and also in the villages
though it is a movable van but still its placed is fixed that these van will come and stand in
the same particular place so it is easy for the people to come and take the medicine.
Arogya Sanjeevni just treat the non emergency cases in which just a little consultancy of the
doctor is required and the medicine is provided to the patient. The MHU helped the people
a lot during the COVID19 times as there was lockdown and the small clinic were closed so
for the small consulting people used the aarogya sanjeevni services and take the medicine.
In villages it move from one village to another village. In the MHU the team is of 5
members.
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DAR - DhanvantriAarogyaRath
Dhanvantri Aarogya Rath is the ambulance that goes in the construction site it performs the same work as
the MHU just a difference that dhanvantri aarogya rath particularly goes in the construction site where the
workers medical health check up is done and it is ensured that the very worker and their children gets the
regular health check up and get the needed medicine at the point of the time.
SMC
Asha worker
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The state management worker is the group of women who are also called as a the asha worker. In every
area the different group are assigned and they make sure that the polio medicine and the medicine for the
water tanks , and if any one needs the personal care or they have some medicine which they can provide for
the some pain or the any fever and the asha worker also keeps the records of the pregnant women they can
appoint the khilkhilat for them if they required because you cannot directly called the ambulance so they
take the help of the asha workers. They help a lot to the people as they go to the doorstep and of the people
and provode the medicine and health care.
MVD- Mobile Veterinary Dispensary
MVD Mobile Veterinary Dispensary is the van that is allocated in the villages that treat the animals which
are owned by the people the pets who are owned by the person. If their pets are sick or suffering from any
issue or may injured from the accident and have the mobile veterinary dispensary that moves in the villages
and help that animals and give them cure and have the various medical things that the veterinary officer can
do the operation in the spot only if there creates a urgent emergency.
The veterinary officer who provides the help to the animals are very well trained and have the help of the
other team member also .these facilities is basically started by the government for the animals.
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UNION TERRITORY-108 (DD & DNH)
The ambulance services is to provide the ambulance services at union territory Diu-Daman and
dadranagarhaveli. In these union territory the ambulance service is provided in the form of the boat as it is
the sea coastal areas.
Boat ambulance
In order to improve response efficiency, as also reducing the scene to hospital time, boat
ambulance are operated in areas that are better accessible by waterways than roadways.
Boat ambulance operate as a integral part of 108 emergency response services. This service
has 5 boat ambulance in Assam to respond to medical emergencies and referral transport
serving to remote villages accessible through waterways.
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Objectives
GVK EMRI objective is to ensure that it delivers the best emergency services and establishes its
benchmark in its category.
GVK EMRI is the only emergency response services provider that conducts Medical research, System
research, and Operational research to continually improve their emergency response services.
GVK EMRI aims to provide the improved technology, education systems, training standards in the speed
and quality of patient care by analyzing interpreting and estimating.
It also makes sure to integrate developments, and impact policies, and help in resource deployment.
GVK EMRI objective is to transfer knowledge, and study the patient care.
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Vision
The vision of GVK EMRI is to provide leadership for the quality of pre-hospital care in India. Emergency
Management learning center aspires to be one of the top ten global premier training centers in emergency
management.
Mission
Emergency Management Learning Center wants to strives to introduce and implement appropriate
evidence based emergency care practices for responding the maximum people who are in the need of
emergency services and they have tried to response the 71.41 million emergencies.
EMLC aspires to model best in class educational or training programs for pre-hospital and hospital based
emergency health care providers and scale up with a focus on the development of public health care
department.
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Working of the organization
GVK EMRI is a big organization and serve the nation by providing the emergencies services to the people
as and when required but for the maintenance of all these records there need a lot of management and the
supporting staff and all the operation is bifurcated and which is carried out by the different departments.
 FINANCE DEPARTMENT
The main objectives of the finance department:
 Effective and accurate utilization of public funds

 Obeying policy and procedure of an organization
 Managing of fund for continuity of operations and services
Functions of the finance department
 Receipts and payments

Preparation of all the receipts and the payment is done in these all by department.
The salary of all the employees working in the organization.
The purchases are made during the year so payments to all the vendors are handled by
the finance department.
The government is providing the grant to the GVK for all the projects so the records of
all the grant receive is maintained under these department
 Fund management
The fund management is required for maintaining fund to run the routine operations to
make it more effective.
Effective planning has to be made for the excessive fund.
 MIS Reporting
Preparing the management information reports for recording all the expenses and
incomes of all the projects.
 Fuel management
Planning and maintaining fuel in all the ambulances
 Fleet card management
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These department handles the custodian of all the fleet cards.
Receipt and issue of fleet cards
 Statutory compliances
Formulating and harmonizing compliances of all the departments.
Comply all the statutory liabilities like- GST, PF, ESIC, PT, TDS, Income Tax etc.
 Strategic budgeting
Financial budgeting to government.
Functional or departmental budgeting
 Auditing and assurances

Internal audit
Statutory audit
Other government department audits
 Proactive tax planning

Effective tax planning to reduce taxes in the hands of employees and to organization
also
 Finalization of books
Monthly and yearly books closure.
Recording book closure entries in compliance of the different acts.
 Dealing with government department

Providing SOE (statement of expenses and UTC to government department
Formulating and managing data to govt. as and when required
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ROLE OF FINANCE DEPARTMENT WITH
OTHER DEPARTMENT
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Human resource (HR) department

o HR Department is important for all the company as this department manages the
man power of every firm.
o This department handle all the recruitment activities for particular district and
location for EMTS, PM and doctors and pilots.
o HR Department handle the compliances of salary
o Eg. PF, ESIC, Gratuity, mediclaim, HRA, D.A. This all activities data are maintain by
HR.
o HR Department also maintains attendance wise data every month.
o HR Department also handles recruitment, offer letters for legal papers for
recruitment activities.
SUPPLY CHAIN MANAGEMENT(SCM) DEPARTMENT

o SCM provides the regarding data for any products of ambulance.
o This department satisfies to vendors from market and E-platform of GEM provided
by Government.
o SCM Department selects the vendors from Government E-Market (GEM).
o SCM Department collects the security deposits from vendors for security.
o SCM collect the sample product samples for further purchase.
o SCM Department discuss with veternity doctors for product quality purpose
(products check).
o When the product selected by veternity Doctor then after SCM Department raises
purchase order for vendors.
o After issuing the purchase order the vendor issue the product as per purchase order
and generate the tax invoice for all the product.
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FLEET DEPARTMENT
o Fleet department manage operational data of vehicles or the ambulance running all
over these project.
o Fleet department maintain the repair and maintenance of the ambulances running
under these project.
o Fleet department maintain the fueling activity of ambulance. ( It’s a petrol and diesel
expenses)
o Fleet department maintain(IOCL) Indian Oil Corporation limited cards for petrol
diesel fueling activity with all the vehicles no. wise data. They maintain all the data
records and facilitate the all the information to the other department.
o Fleet department deal with all the vendors for ambulance repair and maintenance
activities and any kind of service activities for ambulance.
o Fleet department maintain EMTS, pilots, manager, field expense activities as per
company rules and regulations and also collect vouchers with original documents.
o Fleet department maintain all the vehicle insurance activity with vehicle numbers of
all the activities.
o This department maintains government grants data and utilization data every month.
o It make utilization certificate using per utilize fund of government every year.
o It prepares Balance Sheet and Profit and Loss A/C at the end of the Financial year
with signature of CA.
o It provide P.F , payments, ESTC payment, professional tax payment, gratuity
payments, TD’s of TCS payments maintain every month.
o It prepares GST compliances and payments every month.
o This department maintain per ambulance cost per k.m and per ambulance per k.m
average cost finding activities every month.
o This department Co-ordination with pilots and district wise manager for any kind of
maintenance ambulance per k.m average cost.
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Eg. Fleet department officer ask to pilot for every month activities for ambulance
regard average related.
ANALYTICS DEPARTMENT
o Analytics department is a very important department for this organization.

o This department generally builds big data collection and analytics capabilities to
uncover customer, product and operational unsights.
o It analyse the data sources and processing solution to strategic planning problem on a
one time or periodic basis.
o This department provides the data driven for the decision support to take the decision
from the recorded data.
o Developing the analytical models and insight for customer and employees.
o Analytics department research about the upcoming project and manpower vehicles
needed for the case solution etc.
EMLC (EMERGENCY MANAGEMENT LEARNING CENTRE)

 Emergency management learning centre provides the training invoice and approval the training they
provide at the EMLC.
 Emlc department makes the (DD) demand draft payment for external training . this particular demand draft
have the all the basic details of the training period.
 Emlc department work is also to provide verification and approval of training books.
 As it is a learning center it provides the information
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OPERATION MANAGEMENT DEPARTMENT
o This department is most important from the view point of MHU&DAR.

o Operation department manages the ambulance location district wise and handle it.
o Operation department set up the ambulance location district and area for standby. The
whole schedule of the ambulance is done by these department that on which day and
where it will be standing all these is decided by these department.
o Operation department provides guidelines to pilot, EMTS, Doctor for flow to handle
the patients or Emergency case.
o Operation department give training regarding operational activity at the time of case.
o Operation department handle all the ambulance k.m wise data and how much cases
completed by vehicle with vehicle no. data.
o Operation department maintain project advertisement activities and slickering
activities for ambulance advertisement.
o Operation department also collects operational office wise expenses of caption, pilot
and managers with original documents.
PUBLIC PRIVATE PARTNERSHIP (PPP)

o PPP department deal with the government department for this project legal
documents and other government paper.
o This department works with government bodys for renew the projects and Tendor
base activity and legal compliance for government.
o This department provides all the legal papers at government department.
o This department deals with government department for grant regarding activities.
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o The government demands legal paper related to the project and the PPP department
provide all the papers.
o This department works for project regarding Tendor activity and other legal
activities for opening new project.
o This department helps to release the grant from government departments and also
deal with the government officers.
Part-2
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MHU - MOBILE HEALTH UNIT
&
DAR - DHANVANTRI AAROGYA RATH
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Launch photograph
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PREFACE
This facility aims to provide access to health care and equitable distribution of health services among
people of Gujarat, predominantly population from rural, tribal and hilly areas. Enabling access of health
services for all
Name MHU DAR
citizen of
Logo underserved
areas / regions.
Different units
have different
target
population
Launch Date 15th aug’15 26th dec’15 which is as
follow:
vehicle
MHU/ MMU :
MOBILE
HEALTH
UNIT /
Stakeholder Gujarat labour welfare board Gujarat building and other MOBILE
construction worker’s welfare MEDICAL
board
UNIT
No. of vehicles 90 54
DAR : DHANVANTRI AAROGYA RATH
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Objective
 To operationalise mobile health unit in identified district across the Gujarat state for improved access to
health care services.
 To make health care services available in underserved areas.
Service approach
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Operational Model
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Services
51
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Scope of the project
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Manpower and work station
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54
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Patient Flow Management
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ROLES AND RESPONSIBILITIES
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Driver
VEHICLE RELATED
 Regular check on fleet related issue ofvehicle. (daily check list register)
 Over all vehicle maintenance
 Have adequate experience of driving in road conditions that are typical to terrain areas.
 Responsible for basic repair and maintenance of the vehicles.
 Driving a vehicle on a designated route is certainly a vital and important part of the driver’s role
 Report immediately any malfunctions of the vehicle to the supervisior
 Keeps vehicle should be kept clean and tidy with the help of the other staff
 Maintenance of vehicle log book
Service related
 Manage the crowd of the patients

 Assit the staff in managing the registration and collecting the data of the patients in the patient
record register (PRR).
 Also assit other MHU staff in activities related to camps
 Leads the MHU staff members with a positive start and reach the point of service on time.
 Always respect and receives respect from the staff and the community.
 Should be available as and when required
 He should always realize the significance of a MHU driver role play in each and every visit to the
point of service.
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Paramedic
 He/ she shall be responsible for primary health check up & data entry.
 Assits the doctor, who is in charge for MHU.
 Examines the ANCs who attend the child and coundel regarding the delivery and a moral support to
the mothers.
 Check and records the vitals of all the patients.
 To seek support of local anganwadiworkers?anms?asha and other community health activists for a
effective service delivry of the MHUs in the village
 Under the supervision of the doctor, should render preventive, promotive and curative primary
health care services
 Should exhibit willingness to adopt practices & recommendations from time to time
 Adhere to the reporting processes and timelines in the MHU operations
 He / she is responsible to take appropriate action for bio medical wastage management with medical
officer in charge.
 Shall maintain proper documentation of patient assessment care
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Medical officer
 Medical officer (MO) is the overall team manager. The doctor shall be over all responsible for the
effective functioning and supervision of the other staff members at the service point.
 She shall be collectively responsible for th effective implementation of preventive, curative and
promotive primary health care services along with emergency first aid care services to the people
in the designated area.
 MO examines the ANCS/ PNCS and makes an arrangement for routine investigation
 Should exihibit willingness to adopt practices & recommendations from time to time
 Adhere to the reporting processes and timelines in the mhu operations
 Shall participate in training programme organized by GVK EMRI both foundation and refresher
 Shall maintain proper documentation of patient assessment care and referral practices
 Responsible for treatment of walk-in our patients as per the protocol fixed by GVK emir and also
advice received through online medical direction.
 To refer patients to higher facilities or to the specialist after taking advice from doctors at online
medical control center.
 To plan medical camps at various allotted villages and roster employees accordingly.
 To deal with local stake holder and build relationship to smoothen the medical campus operation.
 To maintain minimum stock level of all required medicines in the mhu
 To analyze lab reports of the patients and diagnose appropriately.
 To ensure cleanliness of mhu always while in operation.
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LAB TECHNICIAN
 To carry out all anc related examinations i.e. (pregnancy detectiontest, hb% estimation, urine for
sugar& proteins, blood sugar,etc)
 To carry test for malaria
 Properly dispose of waste (bio medical wastage ) in appropriate waste containers for final disposal
with doctor in charge.
 Responsible for the safe use biological agents in their laboratory.
 Should ensure proper preservation and security of specimens.
 Responsible for data entry in laboratory register.
 To maintain stock registry of the tab
 Responsible for the knowing the potential hazards contained within their respective work areas in
particular the biological material and appropriate procedures and practices to be used in the mhu.
 Responsible for managing infectious materials in the laboratory environment where they are being
handled or maintained to reduce or eliminate exposure of mhu staff, other persons, and the outside
environment to potentially hazardous agents.
 Periodic checking of all safety equipment and accessories should be ensured.
 With help of the helper lab technician should decontaminate the work surfaces after completing the
work with infectious materials and should report and record all the spills and accidents.
 Should exihibit willingness to adopt practices & recommendations from time to time
 Adhere to the reporting proceses and timelines in the MHU operations
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counselor
 To spread awareness about the various government schemes to the workers’

 To register all the construction site workers.
 To guide in case of non- availiablity of documents and help to obtain that document.
 To provide the registration certificate to the workers.
 To explain all the schemes to the workers.
 To solve the doubts of the workers and help in the process of application for any scheme .
 To counsel workers.
 To help the remaining staff in case in free time.
 To keep all the instrument properly and handle the same well.
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Records and Register
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Opd ( out patient department) card
Front
Back
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Sample of Case paper
Mobile Health Unit

Case Paper
Base Station and Operating Center Information
Vehicle Reg.: _________________________________ Base Station: __________________________________ Village: _________________ District: _______________________________
OPD Information
OPD ID: _______________________________________ PRN No.: ______________________________________ New / Follow-up Date : __________________________________
Benificiary Information
Name :___________________________________________________________________________________________ Age: ____________________ Gender: ________________________________
Village: _______________________________________ Mobile: ________________________________________ Economical Status: Social Status: SC/BC/ST/OC/Others
Vital Check-up & Data Recording
Weight: _______________________________________ Height: ________________________________________ BMI: ____________________ BP: ___________________ Temp: ________
Chief Complain: ________________________________________________________________________________ Past History :____________________________________________________
Pt's Examiniation & Findings
Presenting sign and symptoms of disease :________________________________________________________________________________________________________________________
______________________________________________________________________________________________________________________________________________________________________
Laboratory Test
(A) Blood Test Diffrential Count(Blood Smear) (B) Urine Test Urine Microscopy
Haemoglobin Neutrophils Urine Sugar Pus cell
WBC Count Lymphocytes Urine Albumin RBC
Platelate Eosinophils Urine BSBP Crystal
Malaria Parasite Basophils Urine PH Epithelial cell
Blood Sugar Monocytes Urine Pregnancy Test
Diagnosis
Adolescent (14-18) Animal Bite-Insect Bite LBW Newborn
Health Education Yes Arthritis/Joint Pain Leprosy Suspected - Referred
RTI(Reproductive Track Tnfection)/STI Bacillary Dysentery RTI(Reproductive Track Infection) /
Contraceptive Services Burning Sensations Low B. P.
Services to ANC Mothers Burns Malaria
ANC Registration Yes No Chest Pain/Cardiac/Cardio Vascular Measles
ANC Checkup Yes Chiken Pox Meningitis
Highrisk Mother Identification Yes No Convulsions/Epilepsy/Fits Oral Cavity
PNC Check Up Cough, Cold, Coryza Pertusis
Children Primary Care (1-13) Dehydaration Pneumonia
School Health Dengue/DHF/DSS Poisioning
AWC Visit Diabetes Psychiatric Disorders
LBW Newborn Diarrhoea Pyrexia Of Unknown Origin (PUO)
Diarrhoea Diphtheria Rectal Disease
Worms Infestation Emergency Services Provided Syncope
Dental Disease ENT Disease Tobacco Addiction
Referred Cases Children Eye Cataract Trauma/Injury
Other Diseases Eye Conjunctivitis Tuberculosis Susp. Referred
Abdominal Colic Eye Visual Disorder Typhoid (Enteric Fever)
Animal Bite -Snake Bite Jaundice Others
Remarks if any:
_____________________
Sign of Medical Officer Sign of Laboratory Technician
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Case paper
Mobile health unit

Case Paper
Dose Time Dose Time
NAME OF THE MEDICINE Quantity NAME OF THE MEDICINE
Quantity
Dose
Dose
Morning
Morning
Evening
Evening
Noon
Noon
Clotrimazole Cream Tablets Ibuprofen 400mg
Ciprofloxacillin Eye/Ear Drops Tablets Iron and Folic Acid (IFA) (S)
Clotrimazole Ear Drops 1% Tablets Isosorbide Dinitrate 10 mg
Ointment Povidone Iodine Tablets Levocetirizine 5mg
Betamethasone Valerate Cream 15gm Tablets Metronidazole 400mg
Calamine Lotion Tablets Norfloxacin Kid 100mg
ORS powder Tablets Ofloxacin 200mg
Tablets Azithromycin 500mg Suspension Metronidazole
Tablets Bisacodyl 5mg Syrup Chloroquine
Tablets Calcium Gluconate 500 mg Syrup Dextromethorphan
Tablets Cefadroxil Kid 125 mg Syrup Iron Folic Acid
Tablets Cefadroxil Kid 500 mg Syrup Levocetirizine Dihydrochloride
Tablets Cefixime 200mg Syrup Paracetamol
Tablets Cetirizine 10mg Inj Buscopam
Tablets Chloroquine Phosphate 250mg Inj Dexamethasone Sodium Phosphate
Tablets Chlorpheniramine Maleate 4mg Inj Diclofenac Sodium
Tablets Ciprofloxacin 500mg Inj Gentamicin 80mg
Tablets Dexamethasone 0.5 mg Inj Ondansetron
Tablets Diclofenac Sodium 50 mg Inj Paracetamol
Tablets Dicyclomine 20 mg Inj Phenaramine Maleate
Tablets Domperidone 10mg Inj Ranitidine Hydrochloride
ERCP Advice Taken: Yes No ERCP Name :
Remarks if Any
Sign of Pharmacist
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Patient record register
MOBILE MEDICAL UNIT REGISTRATION NO.: ____________________________ BASE STATION:____________
SR. EMP ID
NAME POSITION 1 2 3 4 5 6 7 8 9 10 11
NO. NO.
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Sample of daily check list
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Sample of log book cum trip sheet register
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MhU Route Plan
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GPS Tracking System
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Rath summary deployed in Ahmedabad during pandemic
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Month wise performance
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Eco operation in Ahmedabad
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Operational photographs
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Part-3
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RESEARCH METHODOLOGY
A structured questionnaire will be administered to study various factors measuring satisfaction including
safety, comfort, time and money. Demographic questions could identify types of end users for detail
analysis of data underlying demographic dimensions.
Type of research : Descriptive Research
Data Sources : Primary and secondary
Data collection method : Data survey

Data collection tools : Questionnaire
Sample size : 284 respondents
Sample area : Ahmedabad city
Sampling method : Non Probability Method
PROBLEM STATEMENT :
Are the people of the city satisfied with service of the ambulance ?
RESEARCH OBJECTIVE :
 TO understand the demographic profile of the end users of ambulance services.

 To study the perception of end users regarding safety, timing, cost and comfort related factors while
ambulance services.
 To study users satisfaction regarding services.
 To explore the influencing factors regarding the services.
DEVELOPING THE RESEARCH PLAN
Sourced data
We will considered the primary as well as secondary data for the project report on
“The Analysis of the ambulance services”
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1. Primary data
Primary data will be collected to conduct the study by means of a structured questionnaire. The data
will be collected via one to one interaction with the respondent.
2. Secondary data
Various magazines, newspaper, periodicals , sites will be used for the purpose of the collecting data
regarding ambulance services.
Research Approaches
1) Survey Research
This survey research is of descriptive type. This survey is useful to learn people’s knowledge,
belief, preference and satisfaction this survey include questionnaire with the respondents are
asked to fill up. The survey is conducted to cover govt. Emergency ambulance service and
nonusers, which include students, service people, businessman, and house wives.
2) Research Instrument
Questionnaire:
Questionnaires consist of set of questions prepared to respondents. In these questionnaire we

will include open ended questions, closed ended question, rating questions.
3) SAMPLING DESIGN
The target population of the study consists of various respondents of various places this survey
was done by collecting the data from the respondents.
4) SAMPLE SIZE
For the research, the sample size that was found to be appropriate for the study
was 284.
5) Sampling Techniques
Probability sampling methods requires complete knowledge about all sampling units in the
Ahmedabad city. Since due to time constraint non-probability sampling was chosen for the
study.
6)
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DATA Interpretation and Analysis
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Questionnaire
From the above graph we can interpret that the respondent are the answer are given by the majority of the
males about 58% are males and 42% are the females who fill up the questionnaire.
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This graph shows that the people who respondent in this questionnaire are majorly from the
age group of the 18-25 and few are from the the age group of 26-40 and very few are from
the age group of 40-60.
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Are you aware of 108 AMBULANCE services ?
o Yess, offcourse
o No not all
Intrepretation
From the above data we can interpret that mostly people are aware about the emergency
services of 108. As from this graph it is clear that 93% of the people who respondent are
aware about about the emergency services of 108.
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Interpretation
The above data shows that the ambulance the people agrees that the ambulance was a life
savior during COVID times. Ambulance helped a lot during the covid times to take the
person immediately to the hospital in case of any emergency.
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INTERPRETATION
From the above graph we can interpret that the people who respondent from
them 52% people thinks that the ambulance service is excellent & 35% people
thinks that the ambulance services is good and the remaining 13 % thinks that
the ambulance service is better.
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8. How many ambulances are running all over gujarat ?
o 502
o 602
o 802
o 1000
Interpretation
From the above graph, we can interpret that the how much the people know about the
ambulances that are running all over the Gujarat in today life. 67.3% of the
respondent are aware about the correct answer that there are 802 ambulances that are
effectively running in the Gujarat.
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9. Have you ever called the Ambulance ?
Interpretation
From the above graph we can interpret that the 64% of the people who respondent
have called the ambulance and the 36% of the people have not yet called the
ambulance.
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Interpretation
From the above graph we can interpret that the 90 % of the people who respondent agrees that the
ambulance call taker listen carefully and 10 % people do not agree it may be for any one the reasons.
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Interpretation
From the above data we can interpret that 75 % of the people who respondent feels that the ambulance reach
the spot easily and the call taker understand the location easily.
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Interpretation
From the above graph we can interpret that 54 % of people who responded are aware about that the ambulance
take about average 18 mins to reach the patient place after calling specially in urban areas.
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Interpretation
From the above graph we can interpret that 93% of the people who responded agrees that the hygienity care
and medical treatment was maintained in the ambulance as promised and 7 % of the people does not agree for
the same .
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Interpretation
As the above graph shows that the the emergency ambulance service majorly gets the 5 star for these particular
emergency service. The rating of the Ambulance service.
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 FINDINGS
 Mostly the 18-25 age group of the people have responded in the questionnaire.
 The major part of the population are the males.
 There are major population which are aware about the emergency ambulance
services.
 Ambulance was a life savior during covid times many people agree to this because it
was really a tough time for everyone to reach the hospital was not a easy task but
ambulance service did the job very well.
 The respondent feels that the ambulance service is excellent.
 Major the respondent know about that there are 802 ambulance service all over
Gujarat.
 The respondent agrees to that the ambulance driver come to their location easily.
 Majorly the respondent are aware about the ambulance takes average 18 mins in the
urban areas to reach the patient place.
 People agree with the hygienity care and medical treatment is maintained in the
ambulance as promised.
 Many respondent have given the ambulance 5 star ratings.
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LIMITATION OF THE STUDY
 Time limit is a major obstacle.

 The suggestion cannot be given on the basis of the research because it was not
extended to whole population.
 The sample questionnaire has a sample size of 284 respondent which is very low to
know about the whole population perception.
 And this few respondent are not able to study the awareness of the people about
the emergency services.
 Respondent are not genuine and are careful to fill the questionnaire so that we
cannot find the right understandings.
 According to the company rules, many information has not been disclosed as it is
confidential.
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CONCLUSION
From the study we can conclude that the GVK EMRI provides the various emergency
services that provides the benefits to the people like safety, immediate medical treatment,
transfer to the hospital, ambulance services etc, with well behaved staff.
The people who have used these services gives the reply with the satisfaction of all the
questions and fill up the questionnaire genuinely.
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 BIBLOGRAPHY
 www.emri.com
 https://docs.google.com/forms/d/
1odRohJtJLp08SPIT_M2WQXYzYT1KZYq6Uu9AISG3MMA/edit
 Reference with concerned
 Handbooks of GVK EMRI

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ANNEXURE
1. Name __________________
2. Gender
o Male
o Female
3. Age group
o 18-25
o 26-40
o 40-60
o 60 and above
4. Email - id _________________
5. Are you aware of 108 emergency Ambulance service

o Yes
o No
6. Ambulance was a life savior during covid times

o Agree
o Strongly agree
o Neutral
o Disagree
o Strongly disagree
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7. What do you think about the emergency services of 108?

o Good
o Bad
o Excellent
o Bad
8. How many ambulances are running all over Gujarat?

o 502
o 602
o 802
o 1002
9. Have you ever called the Ambulance?

o Yes
o No
10. Did the ambulance call taker listen carefully?

o Yes, offcourse
o No
o Not at all
11. Did the ambulance call taker understood your location easily?
o Yes
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o No
12. According to you how much average time does the ambulance
takes to reach the patient place after calling?
o Average 18 mins
o Average 25 mins
o Average 40 mins
o Average 1 hour
13. Was the hygienity, care, and medical treatment maintained as

promised?
o Yes
o No
14. Rate the service of the Ambulance ______________
15. Share your experience ,if any______________
16. Feedback ______________
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Summer Internship Project

R.B. INSTITUTE OF MANAGEMENT STUDIES

GUJARAT TECHNICAL UNIVERSITY

Faculty Guide Company guide

Dr. Bhumika Punjabi Chintan Patel

Enrollment no. 217460592126

ENROLLMENT NO. NAME SIGNATURE

217460592126 Sanki Soniya Austo

The report is approved / not approved.

Comments of External Examiner

I am highly thankful to R.B. Institute of Management Studies, DR. SHASHIBALA

My sincere gratitude goes to Dr. BHUMIKA PUNJABI for providing me such a

Company name : GVK EMRI (Emergency management Research Institute)

GVK EMRI Emergency Management Research Institute

GVK EMRI- an Organization that ensures – “Your Right to Safety”.

History of GVK EMRI

Governing board of GVK EMRI

Dr. GVK REDDY, chairman, GVK EMRI

He is founder and chairman of GVK a diversified business enterprise with

GVK EMRI awarded for providing “Outstanding Ambulance

GVK EMRI wins an award on best ambulatory service

 108 - Ambulance services

 UT-108 - Union Territory

 181 - women Helpline

 104 Medical Helpline

 1962 emergency services for Animals

Non emergency services

 SMC - State Management Worker

 MVD - Mobile Veterinary Dispensary

108 Emergency Services

The facilities provided by this service are:

 It is a 24*7 emergency service.

Emergency Management requires the integration of four cardinal pillars:

Sense, Reach, Care and Follow-up.

Care: “CARE’ is an important and integral component of ‘SENSE-REACH-CARE-FOLLOE UP’ (SRCF)

1. Condition of the patient (critical/Discharged/fatal)

Sr. Name of the state No. Of Ambulance No. Of Khilkhilat

Ambulances Services all over India

Inter facility transfer

Neo Natal Ambulance

181 – Women helpline number

104 Medical helpline

1100 Telemedicine helpline

1962 is also called as the karuna ambulance

Non Emergency Services

MVD- Mobile Veterinary Dispensary

The main objectives of the finance department:

 Effective and accurate utilization of public funds

Functions of the finance department

 Receipts and payments

Effective planning has to be made for the excessive fund.

 Fleet card management

 Auditing and assurances

 Proactive tax planning

 Dealing with government department

Human resource (HR) department

SUPPLY CHAIN MANAGEMENT(SCM) DEPARTMENT

o Analytics department is a very important department for this organization.

EMLC (EMERGENCY MANAGEMENT LEARNING CENTRE)

OPERATION MANAGEMENT DEPARTMENT

o This department is most important from the view point of MHU&DAR.

PUBLIC PRIVATE PARTNERSHIP (PPP)

MHU - MOBILE HEALTH UNIT

MOBILE MEDICAL UNIT REGISTRATION NO.: ________________ BASE STATION: