Citizen Charter

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

    •       The services available in this hospital
    •       The quality of services they are entitled to
    •       The means through which complaints regarding denial or poor quality of services will be, readdressed.

Standards of Service:

    •       This is a District Level hospital under EDMC
    •       It provides medical care to all patients who come to the hospital
    •       Standards are influenced by patients load and availability of resources
    •       Yet we insist that all our users receive courteous and prompt attention.

Locations:

It is located at Shahdara North Zone in front of C Block Dilshad Garden

Adjacent landmarks:  IHBAS cum GTBH, UCMS.

Nearest Metro Station:  Mansarover Park on Dilshad Garden – Rithala route

Beds:  230 indoor and 20 observation beds (6 LR, 6 PACU, 8 Emergency).

All Staff member, have been provided with identity cards. Attendance is marked by Biometrics and also have attendance register with the in charges and HODs. A movement register is maintained at MS office for recording of visits outside the hospital on official capacity The supervisory staff, is expected to monitor the work of employees under them.

General Information

Enquiry cum Reception and Admission Registration Services:

    •       This counter is functioning round the clock

    •       Location guide, has been put up in this hospital

    •       Signboards, are fixed at strategic points for guidance

    •       Telephone enquiries, can be made over telephone numbers:

    •       22581031 & 22581036 Fax: 22583708

Casualty & Emergency Services:

All Casualty Services are available round the clock.

    •       Duty Doctor is available round the clock

    •       One senior Doctor is available for supervisory work

    •       Senior doctors are available on call from duty doctors

    •       Basic emergency services are available for all specialties as listed in the OPD Services.

    •       Emergency Operations are done in-OT located on Ground floor of Ward building.

    •       Maternity OT on First Floor adjacent to Labor Room

    •       Emergency Operation Theatre services are functional round the clock

At present Emergency OT and Routine OT services are provided in the same premises.

In serious cases, treatment/management gets priority over paper work like registration and medico-legal requirements. The decision rests with the treating doctor.

OPD Services:

Registration counters are located in Main OPD block ground floor and 11nd Floor near Surgical OPD

Basic lifetime registration for all patients generating Unique Hospital Identification Number (UHID) is free. UHID, need to be made once only.

OPD card has nominal charges of Rs. 5 per 30 days. UHID is used for creating electronic folder for lifetime sourcing of medical information.

  Registration Time Consultation Time
General O.P.D. 8.30 A.M. to 12.00 P.M.(Monday to Friday.)
8.30 A.M. to 11.00 A.M.
9.00 A.M. to 2 P.M. (To be present in the concerned department by 12.15 p.m)
Special Clinic 2.00 P.M to 3.00 P.M. 2.00 P.M to 3.30 P.M To be present in the concerned department by 3 P.M)

For all routine non-urgent cases, the treating doctor is allowed to schedule special tests and interventional procedures including surgeries. This is done in the interest of optimal care within the facilities of infrastructure and professional man-power available in the hospital.

ISM Services: (Not under direct control of MS SDNH)

    •       Homeopathic

    •       Ayurvedic

In the OPD specialists (doctors with qualification and experience in the concerned subject) are available for consultation. Senior consultants are also available.

OPD services are available on all working days excluding Sundays and Gazette Holidays.

On Saturdays, the hospital functions from 9 AM to 1 PM.

Medical Facilities Not Available:

Super-specialty services like Neurology and Neurosurgery, Cardiology and Cardio thoracic surgery, Poly-trauma Management, Pediatric Surgery, Psychiatry, Nephrology, Gastroenterology, and Interventional Radiology

Some specialties do not have indoor patients’ services:

    •       Dental

    •       Dermatology

Laboratory Services:

Routine:
Laboratory Services are provided in the field of (as available):

    •       Bio-chemistry

    •       Microbiology

    •       Hematology

    •       Cytology

    •       Histopathology including FNAC

    •       Clinical Pathology

There is a Central Collection Center for receiving and collecting various specimens for testing. The timings for receiving specimens are 9:15 AM to 11:30 AM.

Emergency: Emergency Laboratory Services are available 24 hours for limited tests relating to clinical pathology and biochemistry.

Radio Diagnostic Services:

Routine: These services include:

    •       X-Rays

    •       Ultrasound

    •       CAT scan _ out sourced to Focus Imaging

Routine X-Rays, will be done from 9:00 AM to 1:00 PM. Registration is done from 9:00 AM to 11AM.

Ultrasound examination will be done from 9:00 AM to 1:00 PM (excluding holidays). Special Ultrasound examinations, are conducted, on scheduling between 2 PM to 3.30 PM

DRUG DISTRIBUTION:

Medicines prescribed by the doctors are available as per MCD’s Drugs

Formulary, at Pharmacy Counters free of cost. Medicines are usually given

for three days for OPD Patients but in special clinics as per, they are givenon recommendations of Specialists for up to 15 days.

Separate windows are available for ladies and gents. Separate shared window for Senior Citizens, Physically Handicapped patients and for MCD

Health Scheme cardholders is available

As soon as more pharmacists are, posted, independent counter will be started exclusively for senior citizens..

Emergency: Emergency X-Ray services are available round the clock.

As part of PPP, CAT scan services are also provided round the clockbased upon the contract agreement..

Indoor Patient Services:

There are total of 10 Wards providing free indoor patient care. The wards are of Nightingale type with open corridors and dormitory type set up.

We do not have private rooms or independent rooms for patient care.

Emergency ward admits emergency cases for medical & surgical problems.

There is a SIX bedded ICU cum High Dependency Unit (HDU) for care of seriously ill patients.

There is ONE labor room for conducting deliveries round the clock. LR has 6 beds and 3-delivery bay

Level 1 Nursery provides necessary care to the medically compromised

Newborns. Otherwise, all mothers are encouraged to provide KangarooCare.

All indoor patients receive treatment under the guidance and supervision of unit in-charge during office hours i.e. 9:00 AM to 4:00 PM.

There are 1-45 beds in Personalized Care Block.

Outside office hours, treatment is given by doctor on duty; and specialists’ services are available on call. Medicine, Surgery, OBS & Gynae, HDU and Anesthesiology have round the clock duty doctor for handling Emergencies.

Diet, is provided to all patients in the General Wards. Diet charges are Rs. 10/- per day. Free food, is served to those below BPL on production of relevant document / recommendation of HOD or Unit in charge and permission from MS, Adl, MS,CMO_ Emergency or CMO_Admin.

Every patient is given one attendant pass.

Visitors are, normally allowed only between 5:00 PM to 7:00 PM. Investigations like CAT scan, are charged as per approved rates (as displayed). Focus Imaging Ltd. provides this service, as an Outsourced facility. For poor patients, Additional Medical Superintendent or M.S. can waive off the charges fully or partially, on the recommendation of HOD or by the Emergency Medical Officer In case of emergency, CMO (on duty) may waive off these charges, which will be later on endorsed by HOD. MO will inform HOD regarding this action telephonically. Subsequent to this same, will be approved by MS or Additional MS.

A Staff Nurse is on duty round the clock in the ward. Admitted patients should contact the Staff Nurse for any medical assistance they need.

Other Facilities:

Other facilities available include:

    •       Drinking Water

    •       Trolleys are available in the OPD and casualty.

    •       Ambulances are available for transporting patients referred to tertiary care centers. This service is provided on recommendation of CMO. In             case hospital ambulance is held up elsewhere, CAT ambulances are requisitioned by CMO.

    •       Limited police assistance available in the emergency block

    •       Public Telephone Booth, is provided near Police room

    •       Stand-by Electricity Generators have been provided

    •       Chemist Shops are available outside the hospital but not within the purview of the hospital authorities

    •       Limited canteen for patients and their attendants is available

    •       Ramps are available for access to higher floors


    •       Adequate toilet Facilities for use of patients
    •       Refrigerated mortuary to accommodate 4 bodies are available for exclusive use of the hospital

Complaints & Grievances:

There will be occasions when our services will not be up to your expectations.

Please do not hesitate to register your complaints. It will only help us serve you better.
Every grievance will be duly acknowledged.

We aim to settle your genuine complaints within 10 working days of its receipt.

Suggestions/Complaint boxes are also provided at various locations in the hospital.

If we cannot, we will explain the reasons and the time we will take to resolve the grievance, dispute or the conflict.

You can submit your complaints in the administrative block of the hospital

Name, designation and telephone number of the nodal officer concerned for receiving complaints is duly displayed:

Dr. M.P. Singh
Designation: Additional M.S.
Tele (O)  
Meeting Hours 11 AM to 1 PM
Dr. M.L.Jaipal
Designation: M.S.
Tele (O)  
Meeting Hours 11 AM to 1 PM



If they are not free to hear your grievance, they will depute senior Medical Officer to hear you. These officers are also PIO and 1st Appellate Authority respectively under the RTI Act.


For General Enquiry:

    •       EPABX: 22588585, 22581031

Responsibilities of the Users:

The success of this charter depends on the support we receive from our users

Please try to appreciate the various constraints under which the hospital is functioning.

On an average more than 6 lacs patients attend the OPD annually and more than 66000 patients are attended annually in the casualty and emergency wards.

    •       Please do not inconvenience other patients.

    •       Please help us in keeping the hospital and its surroundings neat and clean.

    •       Please obey biomedical waste handling norms

    •       Please use the facilities of this hospital with care. Beware of Touts.

    •       The Hospital is a “No Smoking Zone” and smoking is a Punishable Offence.

    •       Please refrain from demanding undue favors’ from the staff and officials as it encourages corruption.

    •       Please provide useful feedback & constructive suggestions. These, may be Addressed to the Medical Superintendent of the Hospital.

    •       We request everyone to observe

           •       “No Smoking Please” zone

           •       Don’t spit here & there

           •       Use Dustbin

           •       Keep Hospital Clean

           •       Give regards to Ladies and Senior Citizens

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