Chandigarh:
Post Graduate Institute of Medical Education and Research (PGIMER), Chandigarh has received national recognition for its flagship patient-navigation initiative, *Project SARATHI*, at the National Patient Safety Conference (NPSC) 2026, organised by AIIMS Nagpur in collaboration with the National Patient Safety Secretariat, Directorate General of Health Services, Ministry of Health & Family Welfare.
Project SARATHI was recognised as an “Outstanding Best Practice” for its exemplary contribution towards patient safety and quality of care. PGIMER was also presented a Special Recognition Award for “Best Practices in Patient Safety 2026” at the conference held on September 11–12, 2026.
Expressing his happiness, ***Prof. Vivek Lal, Director, PGIMER, ***said, “This national recognition of Project SARATHI is a matter of immense pride for PGIMER. SARATHI represents the power of empathy, volunteerism and responsible citizenship in making healthcare more accessible and humane. In an institution serving millions of patients, sometimes a simple act of guiding, listening and helping can make a profound difference to a patient’s experience. We are committed to strengthening and scaling this model so that its benefits reach even more patients and healthcare institutions.”
Echoing the same sentiment, *Mr. Pankaj Rai, Deputy Director (Administration), PGIMER,* said, “SARATHI has demonstrated how a structured volunteer programme can create a meaningful impact on patient experience and hospital efficiency. By helping patients navigate the system and addressing non-clinical difficulties at the point of need, SARATHIs contribute significantly to smoother patient movement and better utilisation of hospital services. This recognition is a strong endorsement of the commitment of our students and the entire PGIMER team.”
Ms Saryu D. Madra,Consultant (IEC/Media), ROTTO North cum PRO, PGIMER Chandigarh, represented PGIMER at the national forum and made a presentation on Project SARATHI, showcasing its innovative approach, implementation framework, measurable impact and potential for replication across healthcare institutions. She also received the recognition and award on behalf of PGIMER.
Launched in May 2024, Project SARATHI—Students’ Alliance for Responsible Action to Transform Healthcare Institutes—engages trained student volunteers to assist patients and attendants, particularly those unfamiliar with the hospital system. SARATHIs provide guidance on OPD navigation, registration, service locations, queues, investigations, reports and other non-clinical requirements, helping patients access the right service at the right place.
With PGIMER witnessing more than 30 lakh OPD visits annually, the initiative has evolved into a large-scale patient-support model. More than 2,700 students have participated as SARATHI volunteers, contributing over 1.6 lakh hours of service. The initiative has supported millions of patient interactions and helped reduce avoidable confusion and waiting in OPD areas.
The SARATHI model is aligned with the spirit of the National Education Policy 2020, promoting experiential learning, community engagement and social responsibility among students while ensuring that volunteering does not compromise their academic responsibilities. The initiative has also demonstrated that patient safety extends beyond clinical care to include clear communication, accessibility, orientation and a compassionate patient experience.
