Program Operating Model — at a glance
A single coordinated pathway moves a child from first contact to scheduled intervention, with every handoff tracked against a service-level clock. Five personas operate across a central program office and district field network.
Master patient journey
The backbone process. Each block is a status with an owner and an SLA clock; the dotted decision splits the path on eligibility.
1 · Register
Family/volunteer submits child + guardian details and consent.
2 · Verify & Communicate
De-dupe, validate, acknowledge to family.
3 · Allocate to District
Auto-routed to district coordinator by pincode.
4 · Pre-screening
Volunteer + ANM capture history, GMFCS, media.
5 · Panel Analysis
Multidisciplinary doctor panel reviews case.
6 · Recommendation
Eligible / Not eligible / More info.
7 · Schedule
Slot booked; intervention clock starts.
8 · Initiate & Track
Therapy/surgery begins; days-to-initiation logged.
Doctor / Specialist — Onboarding
Specialists join multidisciplinary panels (paediatric neurology, physiotherapy, orthopaedics, occupational therapy, speech & language, developmental paediatrics). Onboarding is credential-gated before any case access.
Invitation / Application
Referred by panel lead or self-applies via portal.
Credential Check
NMC/State Medical Council reg. no., degree, specialty verified.
Agreements
Code of conduct, data-privacy & confidentiality, honorarium terms.
Orientation
Pathway, GMFCS scoring, platform, consent rules.
Activate & Assign
Added to panel roster + district mapping; case access granted.
| Data captured | Verification | Access granted on activation |
|---|---|---|
| Name, specialty, council reg. no., qualifications, years of experience, languages, availability slots | Medical council registry lookup, degree certificate, identity, references | Panel review queue, case clinical records (read), recommendation entry, scheduling visibility |
Volunteer — Onboarding
Field volunteers operate at district level alongside ASHA/ANM workers. They are the human relay for communication and pre-screening, so background verification and consent-handling training are mandatory before activation.
Registration
Applies with district preference + availability.
Verification
ID/address proof, background check, reference.
Training & Certification
CP awareness, child-safeguarding, consent, data privacy, app use.
District Assignment
Mapped to district + pincode cluster under a coordinator.
Activate
Receives routed messages & pre-screening tasks.
Patient — Registration / Requesting Help
A child is registered by a parent/guardian directly, or by a volunteer/ASHA on their behalf. Guardian consent is captured at the point of registration — no record proceeds without it.
Entry Point
Web/app form, helpline, camp, or volunteer-assisted.
Child & Guardian Details
Demographics, district/pincode, condition history, contact.
Photos & Video
Family/volunteer upload pictures & short videos for initial case set-up.
Consent Capture
Guardian e-consent / signed form. Mandatory.
De-dupe & Verify
Check existing records; assign unique Patient ID.
Acknowledge
Family notified; status = Registered → Verified.
| Section | Fields |
|---|---|
| Child | Name, DOB/age, sex, birth history, diagnosis/suspected CP, mobility, current therapy, district, pincode |
| Guardian | Name, relationship, phone, alt. contact, language, address, ID reference |
| Media | Photos & short videos of the child at initial case set-up (JPG/PNG, MP4), linked to Patient ID, gated by media consent |
| Consent | Consent type, mode (e-sign/paper), timestamp, witnessed-by, media-use opt-in |
Communication Workflow — district routing & day-tracking
Every inbound message is routed to the right district volunteer by the patient’s pincode, and a tracking clock counts the days the message stays open. Unactioned messages auto-escalate.
SLA & day-count tiers
| Message type | Acknowledge | Resolve | Escalates to |
|---|---|---|---|
| Urgent / medical | Same day | 1 day | Coordinator → Program Admin |
| Scheduling / pre-screening | 1 day | 3 days | Coordinator |
| General query | 2 days | 5 days | Coordinator |
| Escalation setting | Controlled by | Behaviour on breach |
|---|---|---|
| Days-to-escalate (default) | Tenant / Program Admin | Individual volunteer → bigger district group |
| Per-type / per-district override | Tenant / Program Admin | Tighter/looser threshold per urgency or district |
| Second-level threshold | Tenant / Program Admin | Still unanswered → Program Admin |
End-to-end Process Workflow (swimlane)
The full clinical-operational pipeline with each actor’s responsibilities. Read top-to-bottom by lane, left-to-right by time.
Patient status lifecycle
| Stage | Owner (R) | SLA | Key data / gate |
|---|---|---|---|
| Registration & verify | Program Admin | 2 days | Consent present, unique Patient ID |
| District allocation | System → Coordinator | 1 day | Pincode→district match accepted |
| Pre-screening | Volunteer + ANM | 7 days | History, GMFCS level, media, vitals |
| Panel analysis | Doctor Panel | 5 days | ≥3 specialties review; consensus note |
| Recommendation | Panel Lead | 2 days | Eligible / Not eligible / More info |
| Scheduling | Coordinator | 14 days | Slot, venue, intervention type |
| Initiation & tracking | Coordinator + Doctor | KPI | Days from eligibility → start logged |
Screening Camps Workflow
Camps batch-process pre-screening at the district level (aligned to RBSK mobile health teams and DEIC referral support), converting walk-ins and registered children into panel-ready case files in a single day.
Camp Planning
Date, venue, district, target list, team roster.
Outreach
Volunteers/ASHA invite registered + new families.
Registration & Consent
Check-in, capture/confirm consent.
Screening Stations
Doctor/therapist assessment, GMFCS, media.
Case Creation
Files queued to panel; follow-ups flagged.
Camp Report
Counts, outcomes, referrals, KPIs.
| Phase | Owner | Output |
|---|---|---|
| Pre-camp | Coordinator + Admin | Camp ID, venue booking, staffing, target/invite list, supplies |
| During camp | Volunteers + Doctors | Registrations, consents, screening records, GMFCS, media uploads |
| Post-camp | Admin + Panel | Camp report, cases to panel, referral letters, next-camp planning |
Consent & Compliance Workflow
Because every patient is a minor, all consent is given by a parent/legal guardian and versioned for audit. Consent is a hard gate at registration, screening, media use, and intervention.
Disclose
Purpose, data use, who sees it, withdrawal rights — in local language.
Guardian Consent
E-sign or paper; witnessed if assisted.
Version & Timestamp
Consent record linked to Patient ID.
Gate Checks
Blocks screening/media/treatment if missing.
Renew / Withdraw
Re-consent on scope change; honor withdrawals.
| Consent type | Triggered at | Blocks if absent |
|---|---|---|
| Data & participation | Registration | All processing |
| Clinical assessment | Pre-screening / camp | Screening & panel review |
| Media / photo / video | Registration / camp | Any image capture or use |
| Treatment / intervention | Scheduling | Intervention initiation |
Multi-Tenant Platform & DPDP Compliance
The same care program runs for multiple organisations (NGOs, hospitals, companies) on shared infrastructure, with each organisation’s data fully isolated. The whole platform is built to India’s DPDP Act 2023, including verifiable parental consent for every child.
Multi-tenancy — one platform, isolated tenants
| Role | Scope |
|---|---|
| Platform Operator | Runs shared platform, provisions tenants; cannot see tenant patient data by default (Data Processor) |
| Tenant Admin | Full control within one organisation: users, districts, config, escalation thresholds, languages, reports (Data Fiduciary) |
| All other personas | Operate strictly within their tenant; identity & permissions never cross tenants |
DPDP Act 2023 — obligation mapping
| DPDP obligation | How the program delivers it |
|---|---|
| Notice & purpose | Plain-language notice at registration in English/Telugu before consent is taken |
| Consent | Granular, versioned consent types; one-tap withdrawal honoured & logged |
| Verifiable parental consent | Guardian identity captured & verified; no child record processed without it |
| No child profiling | No behavioural tracking or targeted ads on patient data |
| Purpose & storage limits | Data used only for the care pathway; retention schedule with secure deletion |
| Data-principal rights | Guardian can view, correct, request erasure; grievance contact provided |
| Security | Role-based access, encryption, audit logs, tenant isolation, breach notification |
RACI & Governance
Responsible · Accountable · Consulted · Informed across the core process.
| Activity | Family | Volunteer | Coordinator | Doctor Panel | Program Admin |
|---|---|---|---|---|---|
| Registration | R | R | I | — | A |
| Verify & allocate | I | I | R | — | A |
| Pre-screening | C | R | A | C | I |
| Panel analysis | I | I | C | R/A | I |
| Recommendation | I | I | I | R/A | I |
| Scheduling | C | C | R/A | C | I |
| Consent mgmt | R | R | C | I | A |
| Communication SLA | I | R | A | — | C |