UP Govt Turns to AI Voice Bot to Capture Ayushman Patients’ Feedback

SACHIS is developing an AI-based voice bot to directly collect and analyse feedback from Ayushman cardholders, helping the UP govt identify treatment gaps, unauthorised charges and hospital-level service issues.

The UP government has moved to strengthen patient feedback under the Ayushman Bharat scheme by developing an AI-based voice bot that will call cardholders and their attendants after treatment, designed to capture experiences at scale and help identify issues requiring timely action.

The initiative has been developed by the State Agency for Comprehensive Health and Integrated Services (SACHIS), the nodal health agency responsible for implementing major government health assurance programmes in Uttar Pradesh.

Deputy Chief Minister Brajesh Pathak said the AI voice bot is being developed under the direction of Chief Minister Yogi Adityanath.

SACHIS currently collects patient feedback through manual calls, a process that reaches only a limited number of beneficiaries and requires considerable staff time.

The proposed AI bot is expected to expand the number of patients who can be contacted while enabling their responses to be systematically organised and analysed.

The voice bot will speak directly with Ayushman cardholders and their attendants to understand what happened during their hospital visit.

Patients may be asked whether they received treatment under the Ayushman scheme, whether they encountered difficulties, whether the services provided matched those promised by the hospital, and how hospital staff treated them.

The UP government also plans to use the AI-based system to detect concerns that may otherwise be difficult to identify through routine monitoring.

These include denial of treatment, unauthorised charges, inappropriate staff behaviour, and other complaints reported by beneficiaries.

SACHIS CEO Archana Verma said, “Patients’ direct experience is an important way to understand the quality of healthcare services. An effort is being made to make necessary action more effective by systematically analysing the feedback received through the AI voice bot.”

Pathak said the objective extends beyond simply gathering feedback. The AI bot is intended to turn patient responses into information that can support hospital monitoring, complaint resolution, audits, and improvements in healthcare delivery.

The move adds a technology-driven feedback layer to Uttar Pradesh’s implementation of Ayushman Bharat-Pradhan Mantri Jan Arogya Yojana (PM-JAY) and other health assurance programmes managed by SACHIS.

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