Project Aarohan Field Visit Report: Learnings from SVP Hospital – A Live Case Study in Healthcare Digitalization

                             🏥 SVP Hospital – Project Aarohan Visit Summary

📍 Date: 6th August 2025
📍 Location: SVP Hospital, Ahmedabad
👥 Delegation: 8-member team from Project Aarohan
🙌 Received by:

• Dr. Tripathi (Medical Superintendent)

• Ms. Kavita (Operations Head from Archimedes Consultancy Pvt. Ltd.)

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1️⃣ SVP – A Unique Governance Model

• Operated under AMC (MET) authority.

• Clinical Services managed by NHL Medical College.

• All Non-Clinical Services (NCMS) are outsourced and managed by:
  🔹 Archimedes Consultancy Pvt. Ltd. (AICPL)
  🔹 Functionally integrated team managing operations end-to-end.

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2️⃣ Outsourced Departments (As per presentation)

Under Archimedes Consultancy, the following departments are outsourced and functionally managed:

• Patient Registration (UHID)

• Appointments & Admission

• Inpatient & Outpatient EMR (E-MRD)

• Emergency & Trauma

• Radiology & Imaging (PACS)

• Lab Information System (LIS)

• Pharmacy

• Diet & Nutrition (Patient Meal Tracking)

• Claims & Billing

• Purchase, Stores & Inventory

• CSSD

• IT Helpdesk

• Intranet, Queue Management, Biomedical Support

• Facility Management & Support Staff

📲 All modules are integrated into iHIS, forming a fully paperless digital system.

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3️⃣ Hospital Infrastructure Highlights

• 18-storey steel structure, helipad on 18th floor.

• 1500 beds, with:

  • 442 ICU beds

  • 60 Emergency & Trauma

  • 127 Executive beds (expandable to 200)

• 32 OTs, including 8 modular theatres

• Dialysis Unit, 2 Cath Labs, Central CSSD

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4️⃣ Paperless From Day One (Since 2019)

• Fully digital hospital with:

  • Barcode-enabled peripherals

  • Modality-integrated LIS & PACS

  • Partial QMS integration

  • Cloud-linked patient reports via Patient Portal

🔹 Patient Portal gives real-time access to: 

• Lab/Radiology reports, OP Summary, Visit Details, Bills 

  
  
  

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5️⃣ Robust IT Backbone

• Managed by IQVIA – Global HMIS & clinical trial giant.

• Dedicated team of 20+ IT experts under AMC.

• 24×365 IT support

• 70+ servers, 15 compute nodes, 110 TB SAN storage

• VMware, SimpliVity, Citrix-based compute architecture

• DR site, endpoint management, cybersecurity & MIS 

  
  
  

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6️⃣ Intranet Dashboard 

• Real-time stats: OP/IP admissions, ER visits, surgery data

• Integrated with patient portal, HIS, PACS, and biomedical support

• Displays “Thought of the Day,” news, and escalation matrix

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🟢 SVP Hospital stands out for its PPP governance, modular outsourcing, and full-stack digital ecosystem—offering a unique blend of government accountability with private sector agility.             

7️⃣ IT Presentation & Department Visit – SVP Hospital

After the initial hospital overview, the IT presentation was delivered by Mr. Sanjeet K Shrivastava, Project Head – IT Support & Services (IQVIA) at SVP Hospital. He walked us through the robust IT backbone that powers the hospital’s paperless, fully digital operations.

Mr. Sanjeet elaborated on:

• Their in-house datacenter, managing over 70 servers and 15 compute nodes

• HIPAA-compliant EMR & RIS, integrated with PACS and LIS

• A 24×365 support system, fully managed by IQVIA under AMC guidance

• Use of SimpliVity (HP), VMware, Citrix for compute, storage, and endpoint control respectively

• Disaster Recovery site, queue management tools, cybersecurity, and patch control

• Live dashboard monitoring and ticket tracking

Following the presentation, Mr. Sanjeet personally escorted us to the IT department.

There, he explained their 4-tier IT support system:

• 🔹 Level 4 engineers are deployed 24×7 on each floor for immediate issue resolution.

• 🔹 All complaints are logged via automated ticketing, tracked digitally.

• 🔹 Resolutions are closed online, and performance is audited through dashboards and MIS reports.

We were impressed by the professionalism, scalability, and real-time responsiveness of their IT operations — a key enabler of their paperless hospital model.

💼 Business Card Attached: Mr. Sanjeet K Shrivastava

📞 9408642437
📧 sandeet.iqvia@svphospital.com | sanjeet.shrivastava@iqvia.com

8️⃣ Registration & Queue Management Area

🎥 [Videos – Registration Workflow & Queue System]

• Video 1 

  
  

• Video 2 

  
  

• Video 3

We then visited the Registration and Billing area, located at the spacious ground floor lobby. It was refreshing to see how SVP Hospital has implemented a highly efficient queue management system — especially commendable in a government-run medical college setup.

👥 The process:

• Upon entry, a staff member at the Token Counter hands out a system-generated digital token number.

• Patients wait seated in a designated arena until their token is called.

• Only then do they approach the registration counters — ensuring zero crowding and a peaceful OPD environment.

🖥️ The registration system is fully digital using the IQVIA HIS platform.
Each patient is issued a UHID card, which serves as a lifetime hospital ID.

🏥 Key Facilities at Registration:

• 13 counters in total.

  • One dedicated counter for CGHS patients

  • One exclusive counter for senior citizens

• Integrated billing and registration system

• Photo capture, demographic entry, clinical visit tagging, and digital payment (ICICI EDC) done at the same desk

📸 Images attached show:

• Real-time IQVIA registration screen

• Patient queue at 11:32 AM

✅ Highlight: For a high-volume public hospital, this level of organized, digital-first queue and billing management was truly exemplary.

Absolutely! Here’s a crisper version of the OPD EMR section in report style:

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9️⃣ OPD EMR – Paperless Outpatient Workflow

🎥 Video Links: 

We observed the paperless OPD workflow at SVP Hospital, where doctors use the IQVIA iHIS platform for all clinical documentation.

🖥️ Key highlights:

• Digital access to patient demographics, visit history, vitals, and consultation notes.

• e-Prescription, lab/radiology orders, and follow-up scheduling integrated.

• EMR is seamlessly connected to pharmacy, diagnostics, and billing.

• Doctors work without paper files, and data flows in real-time across departments.

🔐 Compliance: Role-based access and audit trails ensure data security.

✅ The OPD is fully paperless, efficient, and well-suited for high patient volumes.

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🔟 IPD Admission & Bed Management – 100% Paperless

📍 Location: Admission Desk & Bed Board Area
🎥 Video Link – Bed Management Workflow 

We next visited the Inpatient Admission Desk, where SVP Hospital demonstrated end-to-end digital workflows for patient admissions and bed allocation using the IQVIA iHIS system.

🖥️ Observations:

• All admissions are recorded via EMR—no paper files or forms.

• The Admission Module captures:

  • Patient details

  • Department/ward allocation

  • Clinical category

  • Billing status (PMJAY, CGHS, self-pay, etc.)

🛏️ Bed Management: 

• SVP uses a live bed board system—color-coded and status-tagged.

  • Green: Vacant

  • Red: Occupied

  • Yellow: Housekeeping

  • Grey: Under maintenance

• Ward-wise and ICU-wise bed availability, utilization, and turnover are tracked in real time.

📊 Another dashboard showed donut charts and analytics on:

• Total occupancy

• Discharges

• Daily updates per unit

• Reserved vs. available beds

💡 Unique Feature:

• Separate Admission & Registration Counters for PMJAY (Ayushman Bharat) beneficiaries.

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• Dedicated pharmacy desk for scheme-based dispensing, fully integrated into the billing and EMR chain.

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✅ The entire inpatient workflow—from admission to bed assignment—is digitally managed, supporting transparency, efficiency, and data-driven hospital operations.

📸 Images included:  

• Admission screen

• Live ward bed status

• Analytics dashboard

• PMJAY Registration Counters in the main atrium

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1️⃣1️⃣ ICU Visit – Paperless Workflow & Automation

📍 Location: Critical Care Unit    

🎥 Video Link – ICU Walkthrough   

The team then visited the ICU, where we witnessed a fully paperless critical care environment integrated with digital medication and diagnostic workflows.

🖥️ Key Digital Features:

• The ICU uses a dedicated EMAR (Electronic Medication Administration Record) for bedside drug administration.

• Nurses scan the barcode on the medicine label, validate dosage and timing, and document the administration digitally.

• System also includes alerts for late or missed doses, enhancing medication safety.

🧾 Seen modules:

• MAR timeline

• Administration history

• Status (administered/pending)

• Barcode scanning for double-check

🧪 Barcoding & Pneumatic Tube System (PODs):

• All lab samples in the ICU are labeled with barcoded stickers printed bedside.

• These samples are sent to the lab via a pneumatic chute system (PODs) — eliminating manual transport, improving turnaround time and reducing errors.

📸 Images attached:

• EMAR in use by ICU nurse

• Barcode printer (Zebra)

• Pneumatic tube unit

• Live ward screen for bed status & medication flow

✅ The ICU operates with zero physical charts, offering a robust, safe, and scalable digital critical care model.

1️⃣2️⃣ Ward Visit – Comfortable, Structured, and Digital

🎥 [Video Links – Ward Rounds]

• Ward Overview 1      

  
  

• Ward Overview 2  

  
  

The team visited the general wards, which were well-organized, clean, and digitally enabled for smooth inpatient care.

🛏️ Environment:  

• Each ward cubicle was separated with partial wooden partitions and curtains, offering privacy while maintaining visibility.

• All beds had dedicated nursing stations, computers, barcode printers, and drug administration screens.

• A strict “One-Visitor Only” policy was followed, ensuring patient comfort and infection control.

🖥️ EMR Integration:  

• Medications and vitals were updated on the iHIS platform (EMAR module).

• Only after documentation in EMR were printouts generated, for convenience and backup — not as a primary record.

• The nursing interface displayed:

  • Diagnosis, patient vitals, care notes

  • Complete drug charts with timestamps

  • Barcode-based drug scanning

📸 Images included:

• Ward interiors and layout

• Nurse working on EMAR system

• Medication chart digitally documented

• Visitors seated outside partitioned cubicles

✅ SVP wards maintain a paperless clinical workflow, while balancing operational needs with patient dignity and hygiene.

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1️⃣3️⃣ TPA & Billing Department Visit

At this stage of the visit, our team split into smaller groups. Dr. Himanshu focused on the Billing and TPA section, exploring their processes in depth.

💡 Key Observations from Dr. Himanshu’s Walkthrough:   

• Fully Integrated Billing in iHIS

  • All charges—consultations, investigations, pharmacy, procedures, bed charges—flow automatically from the EMR into the billing module.

  • Eliminates the need for duplicate data entry and reduces errors.

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• Scheme-Based Billing

  • PMJAY, CGHS, and other empanelled schemes have preloaded tariffs.

  • Approvals, claim submissions, and document uploads are handled directly in the system—no paper files.

• Real-Time Claim Status

  • TPA officers can instantly view approval status, pending queries, and discharge readiness.

• Refunds & Adjustments

  • Processed digitally within the EMR billing interface.

  • Refunds, if applicable, are linked to the hospital’s finance system without manual paperwork.

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  Patient Flow

  • Discharge billing is triggered only after EMR-based clinical clearance.

  • The system ensures patients do not move between multiple counters; internal coordination between billing and TPA teams completes the process.

  • A token-based queue manages patient interactions at billing counters efficiently.

    
    
    

✅ Dr. Himanshu noted that the tight integration between clinical and financial data enables fast, transparent, and audit-ready billing, while reducing patient waiting times.

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1️⃣4️⃣ Laboratory Visit – Digital Integration with HIS

 Bushra madam visited the SVP Hospital Laboratory for a closer look at their diagnostics workflow.

🖥️ Key Highlights:

• Fully paperless laboratory operations, with Lab Information System (LIS) integrated into the iHIS platform.

• The VITEK automated microbial identification and susceptibility testing system is directly linked to HIS, enabling:

  • Auto-transfer of results into the patient’s EMR.

  • Immediate access for clinicians without physical report movement.

• Workstations display live data from Arcus Air interface for VITEK report generation and review.

  
  
  

• Dual Barcode System for Lab Samples:

  • First Barcode: Pasted at the time of sample collection (OP/IP) — contains full patient details.

  • Second Confirmatory Barcode: Pasted upon receipt of the sample in the lab for verification and tracking.

• Manual Registers: Despite being paperless, SVP maintains manual registers for all samples sent, both from OPD and IPD, similar to our current hospital practice.

• Blood Bank Integration: The blood bank is not yet integrated with the hospital’s software — noted as an addendum for the lab section of the report.

📋 Exceptions:

• Although testing and reporting are paperless, Critical Value and Rejection Registers are still maintained manually in bound books, likely for regulatory compliance and quick reference during audits.

✅ The visit reinforced SVP’s commitment to automation and integration, ensuring faster turnaround times and better accessibility of lab results while keeping essential manual logs where mandated.

📸 Images included:

• VITEK software integrated with HIS.

• Arcus Air interface screen.

• Manual critical value register.

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1️⃣5️⃣ Linen & Laundry Area Visit

🎥 [Video Links]

• Video 1     

  
  

• Video 2

• Video 3

The team also visited the linen and laundry services, which are operated under the outsourced facility management model managed by Archimedes.

🧺 Key Observations:

• Zoned Layout – Clear separation between dirty linen receiving, washing & processing area, and sterile storage, ensuring infection control.

• Industrial-Grade Equipment – High-capacity washers, dryers, and flatwork ironers to handle hospital-scale linen turnover.

• Tracking & Accountability – Linen movement is documented for each department, ensuring timely replenishment.

• Integration with FMS & CSSD – Clean linen is directly routed to wards, ICUs, and OTs with minimal handling.

• Hygiene Protocols – Staff use PPE, and the workflow maintains unidirectional flow from dirty to clean areas.

✅ The linen services are professionally managed, high-volume capable, and quality-assured, mirroring corporate hospital standards while being entirely under an outsourced management model.

1️⃣6️⃣ Central Sterile Services Department (CSSD)

• Best CSSD observed so far — exceptionally organized and efficient.

  
  

• Separate lifts for dirty trays from OT and for clean trays going back — ensuring zero cross-contamination.

• Ample extra tray sets kept ready so that no surgical team has to wait.

• Instruments in use for over 8 years, still in excellent condition due to meticulous maintenance.

• Thorough cleaning process with proper lubrication of instruments after every cycle.

  
  

• Autoclaves from Tuttnauer with integrated printers for cycle documentation.

• Well-labeled tray content checklists for every set (e.g., ND Tray list).

  
  

• CSSD staff follow a highly disciplined workflow, ensuring uniform quality every time.

  
  

OTHER IMPORTANT POINTS : 

• Fully Digital Hospital – 100% paperless operations from registration to discharge, integrated through IQVIA Hospital Information System (iHIS) with EMR, EMAR, LIS, and PACS.

• On-Site IT Expertise – 20- 25-member IQVIA IT team stationed permanently, providing 24×365 support for all hospital modules.

                                                     

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EMRD at SVP Hospital

• 🖥 Fully integrated EMR & EMRD within their paperless model.

• 🧾 Consent forms, requisitions, clinical notes – all digital, captured on tablets with e-signature.

• 🔍 Single login for OPD, IPD, investigations, pharmacy, and administrative modules.

• 🗄 Electronic Medical Record Department (EMRD) handles storage, indexing, retrieval, and audit of all digital records.

• 📜 JCI-compliant documentation templates embedded into EMR.

• 📆 Long-term archival with secure, role-based access control for clinicians and auditors.

• 🛡 Data security ensured via encryption and multi-factor authentication.

• 📊 Dashboard analytics for tracking pending documentation, missing entries, and compliance scores.

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   SVP Ahmedabad – Department of Radiology (Key Observations) 🩻

  Faculty Lead: Dr. Jai Chaudhry 

  • PACS & Integration:

    • Medsynapse PACS used for all reporting, fully integrated with IQVIA HIMS.

    • Residents prepare reports on multiple PACS workstations.

  • Report Workflow:

    • Addendum system in place – old reports cannot be edited or deleted; any correction is issued as a new addendum visible under the original.

    • Junior residents draft reports; senior residents review & finalize after 5 PM.

  • Data & Upload:

    • All reports uploaded directly to HIMS. 

      
      
      

  • Bedside Imaging Protocol:

    • No physical requisition for portable X-ray/USG.

    • Indent done via software + phone call to department.

    • Limitation: No popup/notification for urgent requests.

    • Bedside USG reports typed in department and uploaded to system.

  • Operational Efficiency:

    • Dedicated portable X-ray machines & technicians for ICU and ER to avoid delays.

    • All radiology machines fully integrated with software.

  • Documentation & Compliance:

    • Physical registers maintained for appointment and dispatch tracking.

    • Physical files still kept for NMC, AERB, PCPNDT compliance.

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   Special Key Features of SVP Hospital 🏆

  • 🎯 Patient Escort Service: On admission, every patient is personally escorted by a GRE (Guest Relations Executive) to their respective ward. GRE arranges wheelchair or stretcher support based on patient needs.

  • 📜 GRE Qualification: Must have minimum 1 year experience of working in a hospital with at least 300 beds.

  • 💊 IPD Medicine Delivery: Medicines for inpatients are delivered by GREs directly to the ward. Turnaround Time (TAT) is defined and monitored — non-compliance leads to financial penalties for the contractor.

  • 🛗 Lift Security: All lifts are guarded and operated by trained Security Guards to ensure patient safety and smooth movement.

  • 👩‍💼 Floor Administration Managers: Act as the first point of contact for patients. Responsibilities include:

    • Addressing patient complaints

    • Daily financial check-in with patients

    • Coordinating with billing for updates

    • Tracking pharmacy TAT

    • Managing referrals, investigations & OT appointments

    • Discharge coordination — pre-discharge planning, summary preparation, drug return, report collection, billing sheet verification

    • Collecting patient feedback at discharge

  • 📊 Accountability & Coordination: The integration of GREs, floor managers, and departmental coordination creates a seamless operational flow with clear ownership at every step of the patient journey.

  
  

• Operational Outsourcing Excellence – All non-clinical services are outsourced to Archimedes Consultancy Pvt. Ltd., the same company that built the facility and now manages facility management services (FMS) and day-to-day operations. Also the Construction architecture was done by them . 

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  https://www.archimedes.in/index.html   

• https://archimedes.in/downloads/profile.pdf 

• Integrated Automation –

  • Pneumatic tube system for rapid blood sample transport.

  • Barcode-enabled workflows for lab, pharmacy, and nursing drug administration.

  • Automated billing and TPA claim processing.

  • Photo-capture at registration with visibility across all modules for patient identity verification.

• Collaborative Governance Model –

  • Clinical services run by NHL Medical College.

  • Non-clinical operations managed by Archimedes under AMC supervision.

  • Clear separation of responsibilities ensures quality patient care and operational discipline.

• Benchmark Model – SVP Hospital demonstrates that with the right governance, IT backbone, and skilled outsourcing, a government medical college hospital can match or surpass corporate hospital efficiency.

• Outsourced Non-Clinical Workforce via Quess Corp – SVP Hospital partners with Quess Corp, India’s No. 1 and a global leader in staffing solutions, to manage all non-clinical, non-medical staff, including nurses, general duty assistants, quality & safety teams, facility management staff, and CSSD. This centralized outsourcing ensures standardized training, scalable manpower deployment, and consistent service quality across operations.

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What We Can Adapt from SVP Hospital Model

• Alignment in Scale & Patient Demographics – SVP operates in a social and economic environment similar to ours, making their strategies relevant and feasible for MGH.

• Queue Management – Implement digital patient flow at OPDs and registration, reducing waiting times and crowding, similar to SVP’s efficient triage and registration desks.

• Paperless Transition with Strong IT Support –

  • Establish an on-site IT team (minimum 8–10 dedicated professionals initially) for round-the-clock EMR support.

  • Target a phased EMR rollout with concurrent hardware upgrades.

• Hardware Deployment Standards –

  • ICU: One fixed computer per bed + two COWs (Computers on Wheels) per ICU unit for flexibility.

  • Wards: 1:5 computer-to-bed ratio, with systems placed strategically in lobbies for accessibility.

• Barcode Printing at Collection Site – Install barcode printers in wards and ICUs to print labels at the point of sample collection, reducing labeling errors and improving tracking.

• Pneumatic Tube System for Blood Samples – Implement for OPD/IPD blood sample transport; retain manual transport for urine, stool, biopsy, and other non-blood samples.

• Centralized Laboratory Model – Locate all labs in one consolidated area to minimize staff movement and reduce turnaround time for sample processing.

• Phased EMR Rollout – Avoid “big bang” implementation; follow a stepwise module deployment:

  1. Hardware readiness (computers, networking, barcode printers, scanners, printers).

  2. OPD EMR and HR EMR in parallel.

  3. Emergency EMR implementation.

  4. ICU EMR deployment.

  5. Ward EMR completion.

• Dual-Side Development – While rolling out patient care EMR (OPD, Emergency, ICU, Wards), also strengthen HR, pharmacy, and administrative EMR modules in parallel.

• Focus on Hardware First, Software Second – SVP’s success shows that even the best EMR fails without adequate and accessible hardware; invest upfront in reliable machines, networking, and backup systems.