CALL SCRIPT

&
FREQUENTLY ASKED
QUESTIONS
FOR NDHM CALL CENTRE TEAM
 Call Script for Call Centre Team
Protocol English Hindi

Call Opening Protocol Good Morning/Afternoon/Evening, नमस्कार,

Myself____________ (Agent name).
Welcome to National Digital Health में ____________ (एजेंट का नाम) बोल
Mission. रहा / रही हू|
राष्ट्रीय डिजजटल स्वास््य ममशन में
आपका स्वागत है।

Capture - Caller May I know your Good Name and Mobile क्या मैं आपका शभ
ु नाम और
Identity number?
मोबाइल नंबर जान सकता/सकती
हूं?

Identify the Problem - How may I assist you? मैं ककस प्रकार आपकी सहायता कर
Initiate
सकता/सकती हूं।

Identify the Problem

Area Identify the problem
Log and Close the Call Call will be closed after providing relevant links to the caller
in Call Centre S/W
FAQ - NDHM https://ndhm.gov.in/home/faq

FAQ - Health ID https://ndhm.gov.in/home/faq

FAQ - HFR https://ndhm.gov.in/home/faq

FAQ - HPR https://ndhm.gov.in/home/faq

FAQ - Health Records https://ndhm.gov.in/home/faq

FAQ - Sandbox https://ndhm.gov.in/home/faq

Register Grievance https://grievance.ndhm.gov.in

Register IT Incident https://grievance.ndhm.gov.in

Feedback / Suggestion https://grievance.ndhm.gov.in

Link
Query Link https://grievance.ndhm.gov.in

Log and Close the Call Call will be registered in Grievance or IT Incident Portal on behalf of caller
in Call Centre S/W
Call Holding Protocol May I place your call on hold for a क्या में आपकी कॉल कुछ समय के
minute? मलए होल्ि पर रख सकता/सकती हूं?
Call Closing Protocol राष्ट्रीय डिजजटल स्वास््य ममशन में
Thank you for calling at National Digital
कॉल करने के मलए धन्यवाद।
Health Mission.
Have a nice day! आपका ददन शुभ हो!
No Response Protocol आपकी तरफ से कोई प्रततकिया न
Since there is no response from your end,
आने के कारण, आपका कॉल
I am disconnecting the call.
डिस्कनेक्ट ककया जा रहा है !
ADDRESS:
Contact Details 9th Floor, Tower-l, Jeevan Bharati Building,
Connaught Place,
New Delhi - 110 001

Contact:
E-mail: [email protected]
Toll-Free Number: 1800-11-4477 / 14477

1. NDHM (Generic)
Important Links
• Main Website:
https://ndhm.gov.in/
• Home Page:
https://ndhm.gov.in/home/ndhm
• Principles:
https://ndhm.gov.in/home/guiding_principles
• Building Blocks:
https://ndhm.gov.in/home/digital_systems
• Architecture:
https://ndhm.gov.in/home/proposed_architecture
• Policies:
https://ndhm.gov.in/home/terms_condition
• HIP-HIU Policy:
https://ndhm.gov.in/documents/hip_hiu_Policy
• Health Data Management Policy:
https://ndhm.gov.in/documents/HealthDataManagementPolicy
• Policy related Documents:
https://ndhm.gov.in/documents/related_documents
• NDHB:
https://ndhm.gov.in/home/ndhb
• Strategy:
https://ndhm.gov.in/documents/ndhm_strategy_overview
• FAQ
https://ndhm.gov.in/home/faq
• Careers:
 https://ndhm.gov.in/home/careers
• Contact Us:
https://ndhm.gov.in/home/contact_us
2. Health ID

• https://healthid.ndhm.gov.in/
• Health ID generation:
https://healthid.ndhm.gov.in/register
3. NDHM Health Records (PHR)
https://play.google.com/store/apps/details?id=in.ndhm.phr
4. DigiDoc/Healthcare Professional Registry (HPR)

• FAQ- Healthcare Professional Registry:

https://doctor.ndhm.gov.in
5. Health Facility Registry (HFR)

• FAQ- Health Facility Registry:

https://facility.ndhm.gov.in
6. Sandbox

• Sandbox:
https://sandbox.ndhm.gov.in/
• Sandbox Guidelines:
https://ndhm.gov.in/documents/sandbox_guidelines
• FAQ- Sandbox
https://sandbox.ndhm.gov.in/faqs
• Sandbox Entry Exit process:
https://sandbox.ndhm.gov.in/docs/integration_and_exit_process
• Architecture:
https://sandbox.ndhm.gov.in/docs/architecture
• Details of the Integrators:
https://sandbox.ndhm.gov.in/integrators
• Overall Documentation:
https://sandbox.ndhm.gov.in/docs/building_blocks
7. Electronic Medical Records (EMR):

• https://emr.ndhm.gov.in/
 Frequently Asked Questions

I. NDHM
1.What is the National Digital Health Mission?
The National Digital Health Mission (NDHM), is a Government of India initiative, aimed at developing the
backbone for a unified digital health infrastructure. Among other objectives, NDHM seeks to bridge the gap
amongst multiple stakeholders that are a part of the healthcare ecosystem.
2.What are the benefits for registering in NDHM?
a. The implementation of NDHM is expected to significantly improve the efficiency, effectiveness, and
transparency of health service delivery overall.
b. Patients will be able to securely store and access their medical records (such as prescriptions, diagnostic
reports, and discharge summaries), and share them with health care providers to ensure appropriate
treatment and follow-up.
3. I wish to register a grievance. What should I do?
Please register your grievance on https://grievance.ndhm.gov.in or email to [email protected] or call
1800-11-4477 / 14477
4. How to become a part of the NDHM Ecosystem?
If you are an integrator who would like to be a part of the ecosystem, kindly register for Sandbox access here -
https://sandbox.ndhm.gov.in/
5. Who can enroll on NDHM?
Currently it is rolled out in six Union Territories only i.e., Andaman & Nicobar Islands, Chandigarh, Dadra &
Nagar Haveli and Daman & Diu, Ladakh, Lakshadweep and Puducherry. We are working on rolling this out
nationally.
6. Is enrolling on NDHM compulsory?
No. Participating in NDHM is completely voluntary.
7. Are my health records safe and secure on NDHM Systems?
NDHM does not store any of your health records. Your health records are stored with healthcare information
providers as per their retention policies and are shared over the NDHM network with encryption mechanisms
only after your express consent.
9. Is there a fee involved for registration in NDHM systems?
There is no fee for registration in the NDHM systems.
10. How will my data be used by the government?
Anonymous records can be used by the government to make data driven public policy decisions. However, no
individual’s information and health data shall be shared without their consent.
11. Will my records be shared with other doctors or health facility without my permission?
No, your records will be shared with the doctor or health facility only after your consent. In your consent you
can customize and edit the permissions in terms of duration, type of records visible.
12. Can I opt out of NDHM ecosystem?
The user will have the option to deactivate/reactivate/delete the health ID/PHR address
II. Health ID

1. What is a Health ID?

Anyone who wishes to participate in NDHM and have their health records available digitally must start
by creating a Health ID. Health ID is a randomly generated 14 digit number used for the purposes of
uniquely identifying persons, authenticating them, and threading their health records (only with their
informed consent) across multiple systems and stakeholders.

2. What are the benefits of registering on Health ID?

Health ID has following benefits:

o Digital Health Records- Access your information right from admission to treatment and
discharge in a paperless manner.
o Easy sign up- Create your Health ID using only your basic information along with Mobile
Number, or Aadhaar.
o Voluntary Opt In- Participate at your own free will and choose to create your Health ID
voluntarily.
o Consent based access- Access to your health data is provided after your clear and informed
consent. You have the ability to manage and revoke consent, if needed.
o Access to doctors- Enables access to verified doctors across the country.
o Secure and Private- Built with robust security and encryption mechanisms and no information
is shared without your consent.
o Inclusive access- Available to people with smartphones, feature phones, and even no phones
using assisted methods.
o Reduced misidentification- Health ID ensures medical records created for you are issued
correctly to you thus avoiding prescription and clinical errors.

3. Who can enroll on Health ID?

Currently Health ID is only rolled out in six Union Territories. It is available in Andaman & Nicobar
Islands, Chandigarh, Dadra & Nagar Haveli and Daman & Diu, Ladakh, Lakshadweep and Puducherry.
We are working on rolling this out nationally.

4. How to enroll on Health ID?

a. You can obtain a Health ID by self-registration on the Health ID web portal or by downloading
NDHM Health Records application from the Google play store. You can register here or
download the mobile application here.
b. You may also request for creation of your Health ID at a participating health facility, which may
include public/private hospitals, community health centre, health and wellness centres across
India.

5. Is enrolling on Health ID compulsory?

No. Participating in NDHM and Health ID is completely voluntary.

6. What is a PHR Address?

a. PHR (Personal Health Records Address) is a self-declared username that is required to sign into
a Health Information Exchange & Consent Manager (HIE-CM).
b. Each Health ID will require linkage to a consent manager to enable data sharing. Currently all
Health ID users can generate their own PHR Address during Health ID sign up.

7. What is HIE (Health Information Exchange) – CM (Consent Manager)?

a. Health Information Exchange & Consent Manager (HIE-CM) is a consent manager that enables
consent management and sharing and linking of personal health records for a user.
b. NDHM has rolled out its own HIE-CM (NDHM Health Records Application). You can use your
Health ID or NDHM PHR Address to sign up on the HIE-CM (NDHM Health Records Application).
Multiple consent managers are likely to be available for patients to choose from in the near
future.
8. Is my Health ID unique?
a. Your Health ID is created by using your basic details and Mobile Number or Aadhaar Number.
Thus, it will be unique to you and you will have the option to link all your health records to this
ID.
b. While you can choose to create multiple Health IDs, it is strongly recommended that you create
only one Health ID to ensure creation of a longitudinal health history.
9. How do I get a Health ID?
a. You can obtain a Health ID by self-registration on the Health ID web portal or by downloading
NDHM Health Records application from the Google Playstore
(https://play.google.com/store/apps/details?id=in.ndhm.phr). You can register here or
download the mobile application here.
b. You may also request for creation of your Health ID at a participating health facility, which may
include public/private hospitals, community health centre, health and wellness centres across
India.
10. What all do I need to register for a Health ID?
a. For Health ID creation through Mobile Number- Name, Year of Birth, Gender, Address, Mobile
Number.
b. For Health ID creation through Aadhaar- Name, Year of Birth, Gender, Address, Mobile Number,
Aadhaar.
11. Is Aadhaar mandatory to create a Health ID?
a. No. The process of generation of Health ID involves voluntary usage of Aadhaar. If you do not
want to use your Aadhaar for Health ID creation, you can simply use your mobile number and
self-declared information for creation of Health ID.
b. Use of Aadhaar may be mandated for government health benefit schemes notified under Section
7 of the Aadhaar Act.
12. What do I do if I forget my password?
a. You may login to your Health ID through Mobile OTP or Aadhaar linked Mobile OTP, as applicable,
and set a new password.
b. Please register your grievance on https://grievance.ndhm.gov.in or email to
[email protected] or call 1800-11-4477 / 14477
13. I have entered incorrect Password three times, and I am unable to login now.
a. If you have been locked out of your Health ID account via Password, you can try other modes of
authentication for login.
b. One method of authentication (Password/ Mobile OTP/ Aadhaar OTP) gets disabled (for 12
hours) on three consecutive incorrect attempts at a time. In this case, you can use the remaining
methods to login, as applicable.
c. However, you will not be able to login for 12 hours after you have been locked out from all three
methods of login.
14. Can I use ID documents other than Aadhaar for Health ID creation?

a. Currently, NDHM supports Health ID creation via Mobile or Aadhaar.

b. NDHM will soon roll out features that will support Health ID creation with other ID documents
such as PAN card, Driving License, etc. in assisted mode at participating health facilities.

15. Will my child below 18 years also get a Health ID?

a. Yes. You can create a Health ID for your child through the same process as applicable for adults,
using basic details.
b. However, NDHM will soon be rolling out a feature to support special provisions of Health ID for
children.

16. How much time will registration take?

The complete registration takes less than 10 minutes as you only need to fill your basic details, and
authenticate your Mobile Number or Aadhaar Number.

17. Do I have to submit/ post any physical documents?

a. As part of the existing process, you do not require to submit any physical documents anywhere.
Enrolment of Health ID is paperless and hassle free.
b. NDHM will soon be rolling out a feature to support Health ID creation in low resource settings in
a paper-based manner. However, the scope of the said process may be restricted only to delivery
of government health benefit schemes.

18. Which doctors and healthcare providers can look at my health information?

The registered doctors and healthcare providers who are granted consent by you, will only be able to
look at your health information. You can also customize and edit the sharing permissions in terms of
duration and type of records visible.
19. Can I delete my Health ID?

NDHM is working on rolling out the Delete and Deactivate feature for Health ID users. You will have the
option to delete your Health ID permanently or deactivate it temporarily. This will enable you to opt out
of the digital health ecosystem either permanently or temporarily.

20. Are my health records safe and secure?

NDHM does not store any of your health records. Your health records are stored with healthcare
information providers as per their retention policies and are shared over the NDHM network with
encryption mechanisms only after your express consent.
III. NDHM Health Records (PHR)
1. What is NDHM Health Records?

• NDHM Health Records is a Personal Health Record application through which patients can maintain
and manage their health information (and that of others for whom they are authorized) in a private,
secure, and confidential environment.
• The Personal Health Record (PHR) will be a longitudinal record for each individual on the system,
comprising all health data, lab reports, treatment details, discharge summaries etc. related to one
episode or a set of episodes, across one or multiple facilities.

2. What are the benefits of registering on PHR?

● Real-time, Patient-centreed, Aggregated Health Records across the facilities, viewing key health
information e.g. history, diagnoses, medications, immunization dates, allergies, radiology images, and
lab and test results.
● Makes health information available instantly, "whenever and wherever it is needed" and bring
together in one place everything about a patient's health
● Interoperable, Sharable, Patient-centreed record of key health information for Health Records
Exchange between Organizations /Care Providers.
● Ensures efficient Continuity of Care to the Citizens
● Promote Digital capturing of all patient data, using EMRs
● Access Patient data from anywhere
● Achieve operational efficiencies
● Improve Clinical decision making
● Increasing practice efficiencies and cost savings
● Reduce patient waiting time
● Reduced medical errors through better access to patient data
● Improved patient health/quality of care through better disease management and patient education
3. Where can the application be downloaded from?
The NDHM Health Records application can be downloaded from the Google play store or by this link:
https://play.google.com/store/apps/details?id=in.ndhm.phr.
4. Can health ID/PHR address be created on this application?
Yes, health ID/PHR address can be created on this application.
5. How to login into the application?
User can login using their Health ID/ PHR address and password?
6. What to do if I forgot my username or password?
Please register your grievance on https://grievance.ndhm.gov.in or email to [email protected] or call
1800-11-4477 / 14477
7. Can I create multiple PHR address through one NDHM Health Records Application?
Yes, multiple PHR address can be created by using one mobile number. And for creating unique health IDs
Aadhaar number can be entered which will also make health ID creation easier as it will autofill some field of
the form.
8. Will there be any charges to register on NDHM Health Records Application or use the services offered?
No, the application is free for the citizens and the services are non-chargeable.
9. How can I get my health records from the hospital to my application/phone?
By searching and linking with the health facility you can fetch your health records from the particular facility on
the mobile application.
10. Will the shared records stay with the doctor forever?
No, viewing duration can be customized prior to sharing the records. The records can only be visible to the
doctor once the user has given their consent.
11. Can I manually upload my health records to the NDHM health records application?
Yes, the user can add their health records on the application. Health records can also be stored in health lockers
which are integrated with NDHM.As of now there are no health lockers but going forward there will be multiple
health lockers (public and private players)
12. Is the data uploaded on the application secure?
The data will be stored on a cloud and as the patient will be the owner of all the data, he/she will have all the
rights to manage it. The health lockers integrated with NDHM can also be used for keeping the health records
secure in the lockers and the number of integrated health lockers will keep increasing enabling more options
for the users.
13. Is all my health-related information going into the NDHM health records application?
No, only the records created and uploaded by the doctors and the user themselves will be on the mobile
application.
14. What do I do if information in my Health ID/PHR is inaccurate or if I don’t agree with it?
The user will have the option to delete the data linked to Health ID/PHR address.
15. Can I opt out of NDHM ecosystem?
The user will have the option to deactivate/reactivate/delete the health ID/PHR address
16. Can my health care providers access my PHR to coordinate my health care?
Yes, but only after taking consent from the user, without the user’s consent no-one can access the health
records.
17. How can health ID be linked with the health facilities?
By searching and clicking on “link” button linking can be done or you can click the link below to watch the
tutorial. Users can also scan the QR code displayed at the health facilities which will automatically link and
authenticate health ID/PHR address with the health facility.
18. Can I link my health records on my own?
For patients who have not yet created health ID/PHR address can get their health record linked to their mobile
number and can fetch all the linked health records at once, by installing the NDHM health records application.
Also, there are two types of records linking
● HIP (Facility initiated linking)- Once an Individual visits the hospital and creates Health ID. Post
individual’s one time consent, the facility will link health records with Health ID. SMS is sent to user with
an option to download the NDHM health records from google play store and view the records.
● Individual initiated linking through the NDHM health records mobile app.
19. Will my records be shared with other doctors or health facility without my permission?
No, your records will be shared with the doctor or health facility only after your consent. In your consent you
can customize and edit the permissions in terms of duration, type of records visible.
IV. Healthcare Professionals Registry (HPR)

1. What is the Healthcare Professionals Registry?

Healthcare Professionals Registry is a comprehensive repository of all healthcare professionals involved in
delivery of healthcare services across both modern and traditional systems of medicine. Enrolling in the
Healthcare Professionals Registry will enable them to get connected to India’s digital health ecosystem
2. Who can enroll in the Healthcare Professionals Registry?
Various categories of healthcare professionals either directly or indirectly providing health services across
modern and traditional systems of medicine can enroll on Healthcare Professional ID. Applications for
enrolment in the registry will be verified by the appropriate authorities
3. How to enroll in the Healthcare Professionals Registry?
Enrollment is a simple process requiring 10-15 minutes if all documents are readily available. The applicant
needs to authenticate and generate a Healthcare Professional ID. Using this the applicant will login to fill the
application form consisting of basic demographic details, registration details, educational qualifications, and
place of work. Post submission, this information will be verified by respective governing body under which the
healthcare professional is registered and then account activated if all information is correct.
The applicants are advised to keep their Registration Certificate, Degree/Diploma and Proof of Employment (in
case of government employees) ready before starting the enrollment process.
4. What are the benefits of registering in Healthcare Professionals Registry?
Healthcare Professionals enrolling in HPR will have access to several benefits. Some envisaged benefits are
covered below and more such benefits will be added over time as adoption of the NDHM ecosystem increases.
● Online presence and discoverability: professionals can share specializations, educational background
etc. for patient view. Verified profiles on a national platform instill trust
● Faster Registration, License Renewal and NOC Issuance with councils and other governing bodies
● Seamless employment and credentials verification by employers and health facilities when onboarding
● Digital Health Records: Consented access to electronic medical records with seamless retrieval
● Ability to go paperless through e-signature on diagnostic reports, discharge summaries, prescriptions
etc.
● Telemedicine: Eligible healthcare professionals can treat patient remotely through telemedicine

5. Is enrolling in Healthcare Professionals Registry compulsory?

Enrolling in Healthcare Professionals Registry is voluntary. However, government healthcare professionals such
as doctors will be required to enroll in the Healthcare Professionals Registry, in case the government health
facility is participating in NDHM
6. Is there a fee involved for registration in Healthcare Professionals Registry?
There is no fee for registration in the Healthcare Professionals Registry or for generating a Healthcare
Professional ID.
7. I am not working currently. Can I enroll in the Healthcare Professionals Registry?
Yes, healthcare professionals who are registered with their respective councils but are not practicing can enroll.
8. Healthcare professionals are mandated to register with their respective councils. Is there a need to enroll
in the Healthcare Professionals Registry again? Why can’t Healthcare Professionals Registry accounts be
issued to all automatically?
The Healthcare Professionals Registry will not replace existing registration issued by respective councils. It will
provide additional digital services to the enrolled professionals and will be their primary identifier under the
National Digital Health Ecosystem. If professionals wish to avail of these services, they may do so by enrolling in
HPR. Further, the processes for registration vary greatly by state, hence a separate enrollment in the Healthcare
Professionals Registry is required to capture a standard set of attributes.
The processes for registration across Councils/ Registrars/ Boards of various states are presently in the process
of getting streamlined, and we are working closely with the councils to integrate all systems. In the future, this
is envisaged to be a seamless process.
9. Who is the registration authority overseeing enrolment in the Healthcare Professionals Registry?
The councils /registrars/ boards at both national and state level for different categories of healthcare
professionals verify the enrollment. National Medical Commission, Dental Council of India, Central Council for
Indian Medicine, and Central Council for Homoeopathy are some of the bodies overseeing enrolment along with
the respective State Councils/ Registrars/ Boards.
10. What is the role of National Health Authority in the Healthcare Professionals Registry?
National Health Authority (NHA) is implementing the National Digital Health Mission (NDHM). NDHM focuses
on developing the technological backbone for India’s digital ecosystem. Healthcare Professionals Registry is a
key building block of NDHM under the purview of NHA.
11. What are the rules that professionals in the Healthcare Professionals Registry need to abide by?
The Healthcare Professionals Registry shall act as a single source of truth for all healthcare professionals in the
country. Falsification of information or misuse of account shall carry stringent penalties. Further, these
healthcare professionals will also need to abide by the rules of conduct placed by various services they are
utilizing through the registry.
12. What is being done to spread awareness of the Healthcare Professionals Registry?
Information, Education and Communication (IEC) campaigns are being designed and rolled out by NHA in
conjunction with the concerned authorities at the state and national level. Integrations with existing digital
applications managed by various entities will be used to accelerate adoption.
13. Is my data in the Healthcare Professionals Registry secure?
Healthcare Professionals Registry is highly secure and makes use of several inbuilt industry leading security
mechanisms. All the data is transmitted over Hypertext Transfer Protocol Secure (HTTPS) for secure
communication and there is focus on data confidentiality, robustness, and data integrity.
14. What personal information is gathered in the Healthcare Professionals Registry?
The Healthcare Professionals Registry follows a minimalistic approach to data collection and only seeks
information which is necessary to verify the identity and credentials of a healthcare professional. This includes
demographic, contact, registration, academic, and place of work details. These are necessary for validation and
to allow healthcare professionals to seek a variety of services online.
15. Once I create my account, will my information be visible to everyone?
Healthcare professionals can choose if they want their profile to be public and can also control the information
to be visible to all. They will however need to abide by the guidelines of the respective council/governing body
under which they are registered.
16. Who can access my data on the Healthcare Professionals Registry?
Only publicly visible information can be accessed by third parties. The administration, verifiers of the respective
council, governing body under which the healthcare professional comes also have access to the data.
17. Will Healthcare Professionals Registry use my records to regularly communicate with me?
The data will be used to contact healthcare professionals sparingly and only to share important information.
18. How will my data be used by the government?
Anonymous records can be used by the government to make data driven public policy decisions. However, no
individual’s information shall be shared without their consent.
19. My name has changed/ my name isn’t identical on all my records. Can I register in the Healthcare
Professionals Registry?
Yes, you can submit your application in Any changes in records will need to be approved by the Council/
Registrar/ Board.
20. Is it mandatory to fill all fields in the Healthcare Professionals Registry?
All starred fields are mandatory. They allow us to cross check the information provided.
21. Do I need to update all qualifications I possess?
It is advisable to include your academic qualifications which have been registered with the respective
council/governing body.
22. Once I am registered in a specialty, does it mean I cannot do procedures outside my specialty?
The Healthcare Professionals Registry does not restrict any healthcare professional based on the information
provided in the enrolment form. Licensing and governance will continue to remain the responsibility of the
appropriate governing council or body, while the registry platform will only provide digital services.
23. If I work in more than one hospital, can I list all the hospitals?
Yes. There is a functionality within the Healthcare Professionals Registry that will allow professionals to link their
records to that of one or more facilities. Applicants are encouraged to list all the facilities they work in.
24. What happens once I submit my application online?
Post-submission, the application is verified by the appropriate governing council (e.g., a doctor’s application will
be verified by the State Medical Council, a nurse’s application will be verified by the State Nursing Council). If
any discrepancies are noted or changes to be made, the user will be notified. Once the application is approved,
an activated Healthcare Professionals ID is granted. Discrepancies are likely to delay account activation.
25. Can I edit my personal information?
All personal information can be edited as and when necessary.
26. How often should I update my account?
We suggest that the account be updated every 6 months or annually.
27. What are the policies in place to prevent fraud on the website?
Falsification of information or misuse of account shall carry stringent penalties. Healthcare professionals will
also need to abide by the rules of conduct placed by various services they are utilizing through the Healthcare
Professionals Registry.
28. What can I do if I have information of fraudulent usage of the Healthcare Professionals Registry?
Please call 1800-11-4477 or email us on [email protected]
29. I forgot my password, what should I do?
To reset your password, please select the ‘Forgot your HP ID option on https://hprid.ndhm.gov.in/login and
follow the mentioned instructions.
30. How do I change my password?
To change your password, please login at https://hprid.ndhm.gov.in/login and select the ‘Change Password’
option from your profile. Enter your new password, then choose a confirmation mechanism such as via mobile
OTP, Aadhaar OTP, or old password
31. I am having issues with the application whom do I need to contact?
Please register your grievance on https://grievance.ndhm.gov.in or email to [email protected] or call
1800-11-4477 / 14477
V. Health Facility Registry (HFR)

1. What is the Health Facility Registry?

The Health Facility Registry (HFR) is a comprehensive repository of health facilities of the nation across different
systems of medicine. It includes both public and private health facilities including hospitals, clinics, diagnostic
laboratories and imaging centres, pharmacies, etc. Enrolling in the Health Facility Registry will enable them to
get connected to India’s digital health ecosystem
2. Who can enroll in the Health Facility Registry?
The Health Facility Registry is open to registration of all health facilities in India providing healthcare services
across both modern and traditional systems of medicine such as Modern Medicine (Allopathy), Dentistry,
Physiotherapy, Ayurveda, Unani, Siddha, Homeopathy and Sowa-Rigpa systems of medicine.
Applications for enrolment in the registry will be verified by the appropriate officials, and once the facility details
have been verified, approval will be given before they are visible to the public.
3. How to enroll in the Health Facility Registry?
Enrolment is a simple process requiring 20-30 minutes if all information is readily available. The facility manager
first needs to authenticate and generate a Healthcare Professional ID. Using this the applicant will login to fill
the application form of the Health Facility Registry and complete the registration form. Post submission a Facility
ID will be generated, and the information of the facility will need to be verified by respective State/UT
government officials.
The applicants are advised to keep clear photographs of their health facility – building photograph and board
photograph ready.
The applicants are also advised to keep their Address Proof (in the case of private and public private partnership
facilities) ready before starting the enrolment process. The address proof may include CEA registration
certificate, electricity bill, water bill, landline telephone bill, rent agreement, title deed, property/land record,
any other proof as accepted by the respective State/UT authorities.
4. How much time it will take to enter the information?
Time taken to enter the information is subjective and is dependent on information being readily available in the
form of supporting address proof documents, internet speed. However, if you have all information and
supporting documents available you should be able to complete your registration within 20-30 minutes and
submit for approval. The time required for a small facility will be less as compared to the time required for a
large hospital.
5. How much time will the verification take?
The timeline of verification depends on respective State/UT administration. The facilities verification for
existence is usually completed within 10 working days from the day of submission of application. If the
verification is successful, a confirmation on the registered email id and registered mobile number is sent. If the
verification is unsuccessful due to any reason, information about the problem and the corrective action needed
to resubmit and continue process for successful registration is communicated.
6. Why do we need to have a Healthcare Professional ID to register in the Health Facility Registry?
The Healthcare Professional ID is an authentication mechanism that allows users to access various applications
in the NDHM, without having the need to enter user credentials at multiple places. It essentially ensures that
no unauthorized person can access the health facility details.
7. What are the benefits of registering in Health Facility Registry?
Healthcare Professionals enrolling in HPR will have access to several benefits. Some envisaged benefits are
covered below and more such benefits will be added over time as adoption of the NDHM ecosystem increases.
● Online presence and discoverability: facilities can share about their specialties available and services
offered, address, contact details and geo-location enabling easier access for individuals
● Building trust and reputation: Listing on national platform of verified health facilities
● Ease of doing business: Paperless registration and renewal of licenses, ease in empanelment with
insurance agencies, TPAs
● Digital Health Records: Consented access to electronic medical records with seamless retrieval
● Ability to go paperless through e-signature on diagnostic reports, discharge summaries, prescriptions
etc.
● Telemedicine: Eligible healthcare facilities can treat individuals remotely through telemedicine

8. Is enrolment in Health Facility Registry compulsory?

Enrolment in Health Facility Registry is voluntary. However, government health facilities would be required to
enroll in the Health Facility Registry, where the respective state/UT government participating in the NDHM
requires them to do so.
9. I want to update my facility’s details in the Health Facility Registry. What is the procedure for the same?
Once a facility has been approved for listing in the HFR, a facility manager can update basic details about the
facility by logging in at https://facility.ndhm.gov.in using Healthcare Professional ID. However, any change in
facility name, address and other essential information will need to be verified by the officials before it is
reflected publicly.
10. What is the role of National Health Authority in the Health Facility Registry?
National Health Authority (NHA) is implementing the National Digital Health Mission (NDHM). NDHM focuses
on developing the technological backbone for India’s digital ecosystem. Health Facility Registry is a key building
block of NDHM under the purview of NHA.
11. What are the rules that facilities in the Health Facility Registry need to abide by?
The Health Facility Registry shall act as a single source of truth for all health facilities in the country. Falsification
of information or misuse of account shall carry stringent penalties. Further, these health facilities will also need
to abide by the rules of conduct placed by various services they are utilizing through the registry.
12. What is being done to spread awareness of the Health Facility Registry?
Information, Education and Communication (IEC) campaigns are being designed and rolled out by NHA in
conjunction with the concerned authorities at the state and national level. Integrations with existing digital
applications managed by various entities will be used to accelerate adoption.
13. What should I do if I need more functionalities that are not currently available in the HFR?
The main aim of the NDHM initiative is to enable the facilities to be part of a national platform. Additional
functionalities will be released in subsequent stages and made available to all facilities equally. In case specific
additional functionality is sought, please contact the technical team for support.
14. Is it mandatory to fill all fields in the Health Facility Registry?
All starred fields are mandatory. They allow the verifier to cross check the information provided.
15. If we have more than 1 doctor, can we see a list of all of them in the dashboard?
Yes. There is a functionality within the Health Facility Registry that will allow facilities to link to healthcare
professionals working with them. The declaration of association can be initiated by either the doctor or the
facility and needs to be approved by the other side.
16. What happens once I submit my application online?
Post-submission, the application is verified by the respective authorities. If any discrepancies are noted or
changes require to be made, the user will be notified. Once the application is approved, the facility is
discoverable and available across the NDHM ecosystem. Any discrepancies in the application are likely to delay
account activation.
17. How often should I update my account?
We suggest that the information be updated annually, or as per the policies laid down by any entities providing
services to facilities in the Health Facility Registry
18. What are the policies in place to prevent fraud on the website?
Falsification of information or misuse of account shall carry stringent penalties. Healthcare facilities will also
need to abide by the rules of conduct placed by various services they are utilizing through the Health Facility
Registry.
19. What can I do if I have information of fraudulent usage of the Health Facility Registry?
Please call 1800-11-4477 or email us on [email protected]
20. I forgot my password, what should I do?
To reset your password, please select the ‘Forgot your HP ID option on https://hprid.ndhm.gov.in/login and
follow the mentioned instructions
21. How do I change my password?
To change your password, please login at https://hprid.ndhm.gov.in/login and select the ‘Change Password’
option from your profile. Enter your new password, then choose a confirmation mechanism such as via mobile
OTP, Aadhaar OTP, or old password
22. I am having issues with the application whom do I need to contact?
Please register your grievance on https://grievance.ndhm.gov.in or email to [email protected] or call
1800-11-4477 / 14477
VI. NDHM Sandbox FAQ
1. I am a developer and want to build a health repository. How do I get started?
Please see the overview of Architecture here . You can see implementer's guide.
2. What is Patient Health Records App?
The Patient Health records App allows a patient to view their health data from the different hospitals, labs and
doctors in one place. You can download reference patient Android App. Download .apk file .
3. What exactly do I need to build?
Please refer to implementer's guide section.
4. How do I participate?
Please refer to How do I participate? section.
5. How to become a part of the NDHM Ecosystem?
If you are an integrator who would like to be a part of the ecosystem, kindly register for Sandbox access here -
https://sandbox.ndhm.gov.in/
6. How do I get the access keys to test the APIs published in Sandbox?
Register on the platform - https://sandbox.ndhm.gov.in/ and our team will evaluate your application. In case
the application is approved, we’ll email the client ID and secret to access the APIs.
7. How do I know the workflow / API flows after getting the access keys?
The detailed documentation about the sequence and flow has been documented on website clearly. Our team
has done some in-depth webinars which covers every flow for the ecosystem partners. Check the
documentation here - https://sandbox.ndhm.gov.in/docs/building_blocks
8. How do I get access to the Health ID APIs on Sandbox?
The Health ID APIs are only available on request for now, the same needs to be separately mentioned in the
intent. The committee may evaluate the same and respond accordingly.
9. How do I check my integration? Do I get access to the reference applications to test my flow?
Yes, you can download the PHR application version through the sandbox portal -
https://sandbox.ndhm.gov.in/docs/phr_app
The access to the HIU reference app can be requested on the email: [email protected]
10. What to do when my integration is completed? What are the next steps?
There is an exit form available on the Sandbox portal, you need to fill the form. After evaluation, our
integration team will reach out to you.
11. Is it mandatory to get the functional testing done?
Yes, as per the compliance set for Ecosystem partners all partners need to get the flow tested by our
Functional audit team
12. Is it mandatory to show the security audit report to get the Production keys?
Yes, all ecosystem partners need to be compliant to the NHA external ecosystem security policy.
13. What should I do if I have some technical query for my integration?
Raise your concern on devforum and clearly mention your client id.
14. What should I do if my technical query cannot be solved through dev forum?
We strongly suggest posting queries on the forum as the community can come forward and help. Also, your
query may also help others in the different stages of integration.
15. Is there any reference documentation for other languages apart from Java?
No, we have currently done the implementation in Java only. You can connect with other integrators who
have completed integration in Python and PHP over the community. Re-direct such questions to the dev
forum
VII. Electronic Medical Records (EMR)
1. What is an Electronic Medical Records Application?
EMR solution is a digital version of a patient's chart and it contains the patient's medical treatment history
from a health facility. EMR Solution can be used within a health facility such as hospital/clinic/diagnostic
centre to support patient diagnosis and treatment. The application allows doctors to record clinical
information specific to each facility.
2. What is the benefit of NDHM Electronic Medical Records Application?
NDHM EMR solution is intended to be used as reference application for the HRPs and HIPs to provide them a
‘framework’ to digitize patient clinical records and enable sharing these records across the care spectrum,
while integrating their HRPs with NDHM Ecosystem.
This solution is built very specifically to provide EMR functionalities only as a reference model in order to
achieve consent-based Health Record Exchange under the NDHM Ecosystem. Integrators can download the
Source Codes provided by the NDHM to their EMR applications. Refer URL: https://emr.ndhm.gov.in/