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Home Delivery of Medicines Service

A new home delivery service for medicines has been introduced, allowing patients to receive prescribed medications at their doorstep, thereby improving access to essential drugs.

1. Introduction: - The facility of home drug delivery is presently being provided to the ESI Beneficiaries satisfactorily on a pilot project basis by ESIC Medical colleges. This SOP provides operational guidance for the ESIC Hospitals and the beneficiaries of the Corporation.

2. Eligibility:

l. All Senior Citizens (above 60 years) with chronic illness entitled to treatment with ESIC, receiving consultations from the hospital and prescribed medicines for more than 30 days and are desirous of having their drugs delivered at home.

2. All ESIC beneficiaries, ESIC Employees and their dependents, and pensioners seeking teleconsultation through e-Sanjeevani'

3. Handicapped and bedridden patients on medication for chronic disease will also be eligible for home delivery of drugs if desired by such patients.

3. Geographical Area:  The services to be delivered will be the defined districts as decided by the DeanMS of the concerned hospital

4. Responsibility of the Hospital:

a) The Hospital shall float a bid on the GeM Portal for hiring services for doorstep delivery of drugs inclusive of packaging, collection and electronic information to the beneficiary through SMS/Whatsapp regarding the dispatch of drugs and confirmation of delivery to them.

b) I/c Medical Store will be the nodal officer to monitor the smooth functioning of the drug delivery Process.

c) Each Hospital to develop its own SOPs as per local need and process flow requirement, guidance for the Vendor, pharmacist, and other stakeholders and a grievance redressal system in place.

d) A copy of the prescription should be enclosed in the drug packet'

e) Proper record keeping to be done at the hospital level'

f) Bills to be processed on a monthly basis on submission of proof of delivery.

g) Medicines up to a maximum of 90 days may be issued to the entitled patient through Home delivery option.

h) SLA (Service Level Agreement) to be imposed on the vendor at least for

 * Loss of Packet of Medicines

 * Late delivery beyond 48 hrs excluding the day the prescription

5. Vendor Responsibility: -

a) It will be the responsibility of the Selected Vendor to send an SMS/Whatsapp to the beneficiary intimating parcel tracking number as soon as the drug packet is collected from the "Drug Delivery Cell" along with a link of the Tracking Webpage.

b) Vendors to ensure proper cold chain maintenance for drugs that require cold chain maintenance.

c) Delivery of the drug packet information is also to be sent to the beneficiary through SMS/WhatsApp mandatorily

d) Proof of delivery should be OTP based/signature of the authorized recipient in a pre-defined format.

Last updated / Reviewed : 2024-12-06