Programme Description National Health Mission (NHM) established a 24 x 7 Comprehensive Call Centre (27 seats) in 2016 with the objective of improving mother and childcare services through a single contact point for monitoring, ensuring traceability and providing information related to pregnancy and child immunization. Using toll free number-104, any citizen can get health advice/ information, avail counselling services, request directory information, or lodge a service complaint against any public health facility: Beneficiary can dial toll free 104 and connect to a Health Advisor/ Counsellor or a Doctor who addresses health related queries using medical health software applications. The grievances if registered at 104 are forwarded to the concerned authority and after resolution of grievances complainant is informed about the grievance redressal. Maternal and Infant Deaths are reported by ASHAs through 104. Folllow-up of RBSK vehicles/ teams, TB Patients, Counselling of Tobacco addicts is done through Comprehensive Call Centre. Interdepartmental Convergence- for food related grievances. ANC, PNC and Immunisation SMS & Voice Messages are sent to beneficiaries. Satisfaction and Feedback Surveys are conducted. Financial Implications MOHFW through ROP Approvals. Programme Outcomes Total 2,99,257 calls have been received on 104 - since 2016 to till 22nd Aug’2019. Facilitated timely corrective actions and getting desired outcomes. Tracking of services of beneficiaries during ANC, PNC & Immunisation. Reduction of patient load to some extent at DH & tertiary care institutions. Follow-up with TB patients. Scalability Model is scalable and can be replicated in other states. Source : We Care Coffee Table Book - Good, Replicable and Innovative Practices 2019