Citizen Charter

1Citizen Charter

This charter seeks to provide a framework which enables our users to know:

The services available in the hospital.
The quality of services they are entitled to.
The means through which complaints regarding denial or poor quality of services will be attended to.
We ensure that all our users receive courteous and prompt attention.

2VISION

TO BECOME ONE OF THE MOST TRUSTED MEDICAL INSTITUTIONS OF EASTERN INDIA

3MISION

WE ARE COMMITTED TO PROVIDE EXCELLENT EDUCATION AND HEALTHCARE SERVICES. WE STRIVE TO EDUCATE AND TRAIN COMPETENT HEALTHCARE PROFESSIONALS WHO WILL BE COMPASSIONATE AND DEDICATED IN IMPROVING THE HEALTH AND WELL-BEING OF PATIENTS.

4GENERAL INFORMATION

Helpline Number: 0671 – 2595222 / 2595444 / 259
For Enquiries: “May I Help You” counter is available near the main reception at the entrance of the hospital.

5CASUALTY AND EMERGENCY SERVICES

Timings: Available for 24 x 7 / 365 days
Casualty Medical Officer is available round the clock on all days.

6OUT PATIENT DEPARTMENT

General OPD (Medicine, Surgery, Obstetrics & Gynaecology, Paediatrics, Ophthalmology, ENT, Respiratory Medicine, Psychiatry, Dermatology, Orthopaedics and Dental) timings – 9 am to 5 pm.
Doctor details are available in the main reception counter.

7DIAGNOSTICS

Laboratory: Sample collection round the clock (24 x 7).
Radiology: Round the clock (24 x 7).

8BLOOD BANK

Available 24/7.

9INDOOR TREATMENT

All patients admitted in wards of the hospital are treated as per the hospital policy.
Recommended Diet mentioned by Dietician / Nutritionist is provided to all indoor patients.
Visitors are allowed only during visiting hours: 10am to 12pm and 4pm to 6 PM on all days.
Staff nurses are on duty round the clock in the wards.
Admitted patients should contact the staff nurse / PRO for any medical assistance they need.

10MISCELLANEOUS FACILITIES

Wheel chairs and stretchers are available for non-ambulatory patients.
BLS / ALS Ambulances are available.
Online UPS & Standby generator is available to cater in emergency services in case of electricity failure.
Adequate drinking water and toilet facilities are available.
QSR Cafeteria – 8 am to 10 pm
OP / IP Pharmacy is located on the ground floor ( 24/7 , 365 days)

11COMPLAINTS / SUGGESTIONS

There may be occasions when our services may not be up to your expectations. Please do not hesitate to lodge your complaints with our PRO / GM Operations / Grievance Officer.
You can also fill up Feedback and drop the same in the secure ‘’Suggestion Box’’ available near main OPD counter.
The Hospital is a no smoking and no alcohol zone.

12PATIENT RIGHTS

Right to access to care.
Right to personal dignity and privacy during examination, procedures and treatment
Right to protect from physical abuse or neglect.
Right to have your information as confidential.
Right to refuse treatment.
Right to have informed consent before blood transfusion, anaesthesia, surgery, research, other invasive / high risk procedures / treatment.
Right for voice complaint on 0671 – 2595222 / 444 / 888.
Right to information on the expected cost of the treatment.
Right to access your clinical records.
Right to information on plan of care, progress and other information.

13PATIENT RESPONSIBILITIES

To provide accurate and complete information about medical problems, past illness, hospitalization, medications, pain and other matters relating to their health.
To provide complete and accurate information about name, age, address, contact details, correct and truthful history and any other information.
To ask questions when unable to understand what doctor / other staff tells about diagnosis or treatment.
Abide by all hospital rules and regulations
To be on time in case of appointments and to inform in advance about cancellation and rescheduling of appointments.
To pay bill in timely manner.
To respect that some other patient’s medical condition may be more urgent than yours and accept that your doctor may need to attend them first.
Follow the prescribed treatment not to take any medication without doctor’s knowledge.