LADY HARDINGE MEDICAL COLLEGE &ASSOCIATED HOSPITALS
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LADY HARDINGE MEDICAL COLLEGE &ASSOCIATED HOSPITALS

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CITIZENS CHARTER

LADY HARDINGE MEDICAL COLLEGE &

SMT. SUCHETA KRIPLANI HOSPITAL

NEW DELHI

DIRECTORATE GENERAL OF HEALTH SERVICES

MINISTRY OF HEALTH & FAMILY WELFARE

(GOVT. OF INDIA)

LADY HARDINGE MEDICAL COLLEGE & SMT. S.K. HOSPITAL

NEW DELHI CITIZENS CHARTER

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

-���� What services are available in this hospital?

-���� The quality of services they are entitled to,

-�������� The means through which complaints regarding denial or poor quality of service

will be redressed.

Standards of Service:

This is a General Hospital.

It provides medical care to all patients who come to the hospital.

Standards are influenced by patient load and availability of resources, which are generally under strain.

Yet we insist that all our users receive courteous and prompt attention.

General Information:

This hospital has: -

Doctors:��� 262 (including Residents)

Nurses:���� 600 (including supervisory staff)

Beds:�������� 877

Doctors wear white aprons and Nurses are in uniform.

All staff members are issued identity cards.

Enquiries:

Reception & Enquiry Office is located at the entrance of the hospital.

Location guide map is displayed in lobby near Reception.

Illuminated boards indicating different areas/Departments of hospital are displayed.

Smaller guide maps are also installed.

Telephonic enquiries can be made through telephone numbers: 23408400 (General) & 23408300 (Casualty).

The list of the faculty members of the college and hospital is displayed on board at the entrance lobby of the Institution from College gate.

The list of faculty members is displayed on boards in each clinical department.

The duty roster for faculty members & resident medical doctors is displayed on the notice boards of all the departments.

A board displaying the names of doctors/specialists of clinical departments has been put up at the Reception.

Emergency Services:

Gynae Emergency:�������������������� Timings 24 hours, all days.

Casualty: �����������������������������������Timings 24 hours, all days.

Casualty Medical Officer:�������� Available 24 hours, all days.

Medical Officer I/C Casualty is available from 10.00 AM to 5.00PM on weekdays and 10.00 AM to 1.00 PM on Saturday.

Addl. Medical Supdt., I/C Casualty for supervision and coordination is available in Gynae Office from 9.00 AM to 4.00 PM on week days and 9.00 AM to 1.00 PM on Saturday.

Duty Doctor is available round the clock in major specialities viz. Medicine, Surgery, Orthopaedics.Senior Residents from above specialities, Eye and ENT are on Call.

Specialists will be available on Call.

The decision to call a specialist is that of the treating doctor.

Failure to respond to a call is regularly monitored by the HOD of the concerned discipline.

Emergency cases are attended-to promptly.

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

Emergency Operation Theatre is maintained on a regular basis to ensure that it is usable at all times.

Free telephone is available at the entrance of Casualty for patients and their attendants.

Out Patient Departments:

(i)�������� For all specialities available in the hospital

Morning ��������������������� :����������� 9.00 AM to 1.00 PM

(Registration of New:8.30 Am to 11.30 AM

patients in respective

OPDs)

(ii)����������� Antenatal clinic :����������� Monday, Wednesday, Friday

Registration of new

Patients����������������������� :����������� 12.30 PM at Reception

Other clinics���������������� :����������� 2.00 PM onwards

(iii)������ Evening ����������������������� :����������� 2.00 PM to 4.00 PM

(only special clinics held)

Special Clinics

Special Clinics are available for :

Diabetic clinic�������������������������� Aphakia clinic������������� ����������� Chest clinic

Glaucoma clinic����������������������� Cardiac clinic���������������� ����������� Fundus clinic

Neuro clinic����������������������������� Optho-Optic clinic������ ����������� Sterility clinic

Uveltis clinic ��������������������������� Post-Natal clinic ����� ����������� Refraction clinic

STD & ����������������������������������� Contact lens clinic��������������������� PMT clinic

Leprosy clinic

Indoor Treatment: -

All patients admitted in General Wards of the Hospital are treated free of cost.

Free diet is provided to all patients in the General Wards.

One attendant pass is given to every admitted patient.

Visitors are allowed only during notified visiting hours.

Investigations like CAT Scan, Ultrasound, Barium meal, ECHO, TMT etc. are charged for as per Govt. approved rates.

For Poor patients, the Additional Medical Supdt can waive these charges partially or fully on the recommendation of the treating doctor.

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.

Laboratory: -

Sample Collection Room :����������� Week days 8.30 AM to 10.30 AM

����������������������������������������������� ����������� Saturdays 8.30 AM to 10.00 AM

Biochemistry Lab.���������������� :����������� Week days 9.00 AM to 4.00 PM

(Routine)��������� ����������������������� ����������� Saturdays 9.00 AM to 1.00 PM

(Emergency)���������������������������� :����������� 2.00 PM to 8.00 PM

����������� ����������������������� ����������� 8.00 PM to 8.00 AM

Pathology Lab. ����������� :����������� Week days all investigations

����������������������������������������������� ����������� 9.00 AM to 4.00 PM

����������������������������������������������� ����������� Autopsies

����������������������������������������������� ����������� 9.00 AM to 6.00 PM

����������������������������������������������� ����������� Saturdays ? all investigations

����������������������������������������������� ����������� 9.00 AM to 6.00 PM

����������������������������������������������� ����������� Autopsies

����������������������������������������������� ����������� 9.00AM to 2.00 PM

24 hours Haematology Lab.���� :����������� Week days & Saturdays

(near Blood Bank)�������������� ����������� 2.00 PM to 9.00 AM

����������������������� �����������

����������������������������������������������� ����������� Sundays & Holidays

����������������������������������������������� ����������� 24 hours

Microbiology Lab.���������������� :����������� Week days ? all investigations

����������������������������������������������� ����������� 9.00AM to 4.00 PM

����������������������������������������������� ����������� Saturdays 9.30 AM to 1.00 PM

Emergency Lab.���������������� :����������� Sundays 9.30 AM to 10.30 AM

Timings:

Emergency lab. 24 hours all days.

Routine investigations

Week Days ���������������� :����������� 9.00 AM to 4.00 PM

Saturdays�������������������� :����������� 9.00 AM to 1.00 PM

Sundays & Holidays closed.

Collection Timings :

Week days ����������������� :����������� 9.00 AM to 11.00 AM

Saturdays�������������������� :����������� 9.00 AM to 10.30 AM

Sundays and Holidays closed.

Reliability and promptness of laboratory results is ensured as tests are done by automatic machines.

Reports are made available within the shortest possible time, which will be specified.

Blood Bank:

Licensed Blood Bank is available in the hospital.

It caters to the requirements of our patients.

The Blood Bank is also a zonal testing centre for HIV.

Equipment and Facilities Available:

This hospital has the following services available.

CAT SCAN

EEG

ECG

ICU

X-ray

Ultra Sound

Testing Laboratory

Charges for various tests are displayed at the Reception of the hospital both in English & Hindi.

For poor patients, the Additional Medical Supdt can waive these charges partially or fully on the recommendation of the treating doctor.

For every payment properly authenticated official receipt is given at the cash collection.

The hospital has its own Electrical & Mechanical Units for ensuring proper maintenance and working of its various equipments.

If any major/essential equipment is out of order, information regarding the same is displayed.

The likely date of re-commissioning of the equipment will also be displayed.

Miscellaneous Facilities:

Wheel Chairs and stretchers are available on request at the main Reception of the hospital for the facility of the patients who are not in a position to walk.

Lifts are available near I.C.U. /Surgical Ward.

Two Ambulances are available for use, round the clock for transfer of patients to other hospital.

There is standby generator to cater to emergency services in case of breakdown of electricity.

Public Telephone Booths are available at two locations in the hospital entrance area.

Adequate drinking water facilities are available.

Canteen for visitors and out patients is open up to 11.00 PM.Rates are reasonable.

Medico legal post-mortem work for designated Police Stations of New Delhi Police Distt. and Police Station Pahar Ganj is conducted in the Hospital.

Time-bound notification of all births and deaths to Registrar?s Office is done by the Medical Record Department.

Complaints/Grievances:

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

Please do not hesitate to register your complaint.

It will only help us to serve you better.

There is a designated medical officer whose name and location is displayed in the hospital for attending to all grievances.

Every grievance will be duly acknowledged.

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

If we cannot, we will explain the reasons and time we will take to resolve.

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

A Public Grievance Committee exists in DGHS on issues, which are not resolved within the hospital.

Name, designation and telephone number of the Grievance Officer is displayed at the Reception.

Responsibilities of the user:

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

Please appreciate the constraints under which the Hospital functions.

Please do not inconvenience other patients.

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

Please use the facilities of this hospital with care.

The Hospital is a NO SMOKING ZONE.

Beware of Touts.

Please retrain from demanding undue favours from the staff and officials.

Please provide useful feedback and constructive suggestions.These may be addressed to the Medical Superintendentof the Hospital.

Senior citizens in LHMC/Smt. S.K. Hospital are being following facilities :

  1. Separate queues for Sr. Citizens in the Reception &Admission Counter (RAC), OPDs, Medicine dispensing counters, Laboratories, Special Investigation counters to avoid long waiting period.

Proper sitting arrangements.

  1. Required guidelines issued to all for prompt and special care to Sr. Citizens e.g. Staff on different counters like RAC, Medical Social Worker (MSW) etc. are instructed help Sr. Citizens.

  2. All investigations including special investigations like CT, USG, Echo, Doppler study, EMT etc. are done free of cost for Sr. Citizens. Name/Address, Telephone numbers of the nodal officer designated for ensuring the implementation of the directive. Nodal Officer :

    Dr. S.C. Mohapatra,

    Addl. M.S., LHMC & SSKH

    Tel. No. Office : 23363728, Extn. (8151)

    Residence :24675910

    Mobile : 9810732749