Ricoh’s ‘Hospital in a Box’ solution empowers Chacha Nehru Bal Chikitsalaya to provide patient-centric care

The solution provides a state-of-the-art Hospital Information Management System and outsourcing of all IT requirements



Chacha Nehru Bal Chikitsalaya (CNBC) has transformed its technology by setting up a robust and scalable Hospital Information Management System (HIMS). With Ricoh as their single partner of choice for all IT needs such as HIMS, Endpoints, Networking and Front desk manpower, CNBC has been able to drastically reduce their downtime and successfully optimise their costs.

CNBC is a super-specialty pediatric hospital in Delhi. The hospital provides comprehensive medical care for all pediatric-related medical and surgical cases under one roof. Established in 2003, it provides services to over 2.3 lakh patients in the OPD and admits about 17,000 patients every year. It has 200+ beds currently, and has plans to expand its bed strength.

A regular day at CNBC witnesses a large number of births. It is the first public hospital to get NABH accreditation in India and has the largest neonatal critical care unit in the city. Besides providing medical facilities, it is also being developed as a post graduate teaching and training institute.

Children tend to catch diseases much faster and then there are seasons when epidemics strike. It is at these times that the hospital’s capabilities are stretched owing to a greater inflow of patients, both in the OPD as well as inpatients.

CNBC has stood the test of time and has emerged as the leading super specialty pediatric hospital.


In the initial years, the hospital was using a very elementary IT system. Most of the laboratories were not computerised, pharmacies maintained paper registers instead of digital records and stores kept track of inventory. The system began to degrade and it became taxing to operate and maintain.

Employee productivity was hampered because of frequent breakdowns of the IT system, and that led to subsequent delays in healthcare delivery. Apart from an increase in petty costs, patient care started deteriorating. There was a lack of adequately trained manpower equipped to handle technology, resulting in increased patient waiting time. The hospital had no electronic medical records of patient visits, no documentation of past clinical records or current ongoing medication, for trend analysis and treatment effectiveness.

The hospital was also unable to identify or plan for disease patterns and could not plan the proper allocation of resources. Another key concern was that the physician was in most cases unaware about the status of their patients’ reports, to the extent that sometimes patients even went home without the knowledge of the doctor. The hospital management could sense that the problem was multi-fold and there were multiple gaps in patient care.

The hospital wanted to maintain the medical record of the patients in order to ensure continuity of treatment. Also the pharmacy had no knowledge of the drugs which were in stock, or those which were either not required or had passed their expiry date.

CNBC was looking for a robust and scalable solution to help them focus on patient care. The management was interested in outsourcing the entire activity including the required manpower to a partner on a subscription model where they didn’t need to invest any capital.

Ricoh’s solutionprof

Ricoh did a comprehensive site study at CNBC Hospital and mapped the workflows and load patterns. Based on the insights gained from the in-depth study, Ricoh created an information architecture and designed the network and its resources that could enhance care delivery and optimise costs.

After deploying Ricoh’s ‘Hospital in a Box’ solution, all patient documents were archived using digital imaging and are tagged by unique health ID and CR numbers. Each patient’s file is layered such that a doctor can see only the part of a case file they wish to retrieve and get displayed. Documents are stored in a user-friendly way to enable physicians to sort and display cases by customised criteria such as disease stage, disease type and so on.

In addition to HIMS, CNBC also deployed complete IT infrastructure including Endpoints, Servers and Barcode Readers. 26 multi-function devices were installed in the wards, laboratories, clinics and pharmacy, based on the printing needs.

The benefits

After this deployment, OPD patient registrations became easier and quicker. The hospital was able to track patients by disease, stage, follow-up visits etc. This facilitated better resource planning and ensured a rapid delivery system. Further, as each patient now had a unique health ID and their records were maintained digitally, tracking patient history and retrieving information became very easy. This offered tremendous support to physicians in focusing on patient care that impacted patient outcomes. The Laboratory Management module of the HIMS installed by Ricoh informs concerned doctors and patients over SMS when test reports are ready.

The pharmacy now knows, via the digital inventory system, the availability of drugs. The system ensures that the patients get a printed prescription in the patient’s vernacular language along with instructions on dosage, side effects etc. The pharmacy module keps track of medicines that are unavailable in the hospital pharmacy and need to be purchased from outside. This helps the pharmacy in defining its Drug EOQ (economic order quantity) and serves the purpose of informing the hospital management about drug consumption patterns.

Ricoh has also provided trained manpower, including phlebotomists to help the CNBC manage its manpower problem and reduce the patient waiting time.

“We wanted to maintain continuity of care and Ricoh helped us in achieving that objective” says Dr. Vikas Manchanda, Head of Clinical Microbiology and Infectious Diseases and Head of Surveillance and Infection Control Division at the hospital. “We are now more confident about delivering effective patient care and the services provided by us”, he adds.

With this successful implementation, CNBC has also developed a patient biometric system integrated into the existing HIMS, to enhance patient identification. This is a first-of-its-kind project in this sector. Ricoh has further deepened its engagement with CNBC and is now working with the institute to develop new solutions for the institute and for the healthcare industry.



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