From Queues to QR Codes: The Digitisation of Kerala’s Public Health System

Mary has been a frequent visitor to the General Hospital in Thiruvananthapuram for consultations regarding her asthma. “The medicine prescribed by the doctor has done wonders for me,” she says. “The only thing I despised was the long queue to get an OP ticket at the entrance.”
Mary is like many ordinary citizens in Kerala who rely heavily on government hospitals for their healthcare needs. Approximately 30 percent of Kerala’s population—an estimated 10.5 million people—use government hospital facilities each year. If each individual visits the hospital at least twice a year, that amounts to a minimum of 21 million hospital visits annually. This is a conservative estimate and highlights the massive demand for public healthcare.
“This time I brought my granddaughter, Esther, with me. She's well-versed in technology. Thankfully, the General Hospital in Thiruvananthapuram has embraced full digitisation. Through the DIGI Keralam project, I learned how to use a smartphone. Esther helped too. I was able to get my OP ticket by simply scanning a QR code and making a digital payment—no need to stand in a long queue,” Mary shares. Mary’s experience is part of a broader digital transformation happening across Kerala’s public sector, particularly in healthcare. The DIGI Keralam project has made government services more accessible and efficient.

A notable example is the newly introduced "Scan & Book" facility at the General Hospital.

The Health Department of Kerala has taken significant steps towards digitisation, including enabling online payments, issuing electronic OP tickets, launching the MeHealth app, and introducing the Scan & Book service. The General Hospital in Thiruvananthapuram is one among the first 313 hospitals to implement these digital solutions. The Information Kerala Mission, in collaboration with local self-governing bodies, is responsible for overseeing the digitisation process.
All modern medicine hospitals in the state now offer advanced OP booking facilities. Among them, 687 hospitals have already adopted the eHealth system. This includes around 80 major hospitals—from taluk hospitals to medical colleges—that are at the forefront of this technological shift.
One of the key elements in this transformation is the MeHealth app, an official application developed by the Kerala Government’s eHealth Project Management Unit. The app enables citizens to book appointments online at government hospitals that are part of the eHealth network. Registration in the app is done using an Aadhaar card. It also allows users to access their prescriptions, view lab results, check ongoing treatment details, and see the availability of doctors. The app is available for Android devices and can be downloaded from the Google Play Store. It simplifies the process of booking OP tickets in advance and helps patients plan their visits more efficiently.

Previously, the OP booking process was time-consuming and required patients to wait in long queues for tickets and consultations. Digitisation has significantly reduced this burden, benefiting both citizens and healthcare professionals. The goal is to reduce waiting time, streamline patient preparation, and ensure timely medical care. The digitisation of government hospitals across Kerala is expected to be completed within a month. With rapid advancements in technology and the growing presence of artificial intelligence, a digital surge is revolutionising public healthcare. Citizens are now empowered with immediate access to their health information and services—right at their fingertips.