Introduction
Medical Entitlement Literacy Assistance (MELA) works to ensure that no individual is denied healthcare, education, and other essential services simply because they do not know what they are entitled to, or through lack of documentation.
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MELA, which means ‘festive fair’ in Hindi, works in the heart of urban Lucknow, Uttar Pradesh. This vibrant city, home to over three million people, also includes hundreds of slum communities where families live in informal settlements, often beside railway tracks or sewage canals. Often residents do not have adequate access to education, healthcare, or government support.
Across underserved communities, people are often eligible for government healthcare, insurance benefits, and free services, but remain excluded due to lack of awareness, documentation barriers, or system complexity.
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Addressing this gap requires more than information alone. MELA works with communities as active participants in shaping their own development journeys, combining learning, engagement, and action to build both individual capability and collective resilience.
Background
India has a wide range of public health and welfare schemes, designed to improve access and affordability. Yet, for many communities, information about such schemes does not reach them, or systems feel intimidating and inaccessible. Additionally documentation processes are unclear. Therefore entitlements remain underutilised.
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Community health outreach models have shown that awareness, early screening, and guided access can significantly improve health outcomes and service uptake. MELA builds on this understanding, focusing not just on awareness, but on guided navigation through the system.
Goals and Objectives
MELA’s mission is to ensure that no individual is denied access to essential services and entitlements due to lack of information, support or documentation. The programme focuses on five key areas:
Entitlement Literacy
Simplifying complex health schemes (such as Ayushman Bharat), various pensions and identity documents (such as Aadhaar card, Voter ID card) into accessible, local language communication, so communities understand what schemes exist, who is eligible, what benefits are available, and how to apply.
Health advocacy
Providing on-ground support for navigating hospital and government systems to access services.
Strengthening health-seeking behaviour
Encouraging preventive care, early diagnosis, and informed decision-making so individuals can engage with healthcare systems with confidence.
Community-based outreach
Reaching underserved communities through camps, field visits, and partnerships to bring services closer and build trust in public systems.
Improving foundational literacy
Running community based literacy classes, using a proven pedagogy which enables children to learn to read swiftly by building on their existing knowledge instead of rote learning.
Implementation Strategy
MELA operates through a community-based model that combines access to entitlements, healthcare support, and foundational learning within underserved settlements.
Entitlements and access to services
MELA supports individuals and families in accessing essential entitlements that they are eligible for but often unable to claim. This includes helping with Aadhaar updates, pension applications, and access to LPG gas connections, where upfront costs can be a barrier. In such cases, the programme supports families by covering a part of the initial cost, making it easier for them to adopt safer and healthier alternatives.
The programme also works closely with local government systems, supporting activities such as vaccination drives, Anganwadi surveys, and health awareness camps. By doing so, MELA helps bridge the gap between communities and public systems, ensuring services actually reach people.
Healthcare access and support
Navigating public healthcare systems can be overwhelming, especially for first-time users. MELA provides practical, on-ground support by helping patients access government hospitals, facilitating essential medicines, and offering financial assistance in critical situations.
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The programme also focuses on building awareness around preventive care and early diagnosis, enabling individuals to seek care in a timely and informed manner.
Education and literacy
MELA strengthens foundational learning within communities through its literacy programme based on the ALfA (Accelerating Learning for All) method created by DEVI Sansthan. The approach is interactive, child-led, and designed to make learning engaging and accessible, especially for children who have missed or struggled with formal schooling.
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Learning centres within communities provide a safe and supportive space where children can build basic literacy skills, while also encouraging confidence and participation. The programme also engages interested adults who missed out on education, helping them regain confidence and functional literacy.
Community engagement and trust building
Across all its work, MELA prioritises regular engagement through camps, field visits, and community interactions. By being consistently present within informal settlements, the programme builds trust, understands local needs, and ensures that support is relevant and accessible.
Impact
MELA has supported thousands of patients, learners and community members to access, healthcare, literacy and entitlements:
Key outcomes to date include:
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3,000 patients to access to timely and affordable healthcare
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500 plus children supported in achieving basic literacy (through 8 learning centres)
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2,000 plus individuals supported with Aadhaar updates
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600 plus families enabled to access LPG connections
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300 plus individuals connected to government pension schemes
Future Vision
MELA has supported thousands of patients, learners and community members to access, healthcare, literacy and entitlements:
Key outcomes to date include:
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3,000 patients to access to timely and affordable healthcare
-
500 plus children supported in achieving basic literacy (through 8 learning centres)
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2,000 plus individuals supported with Aadhaar updates
-
600 plus families enabled to access LPG connections
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300 plus individuals connected to government pension schemes
