SARASWATI HOSPITAL & RESEARCH CENTRE

Citizen Charter

Dear Citizens,

You are welcome to Saraswati Hospital & Research Centre (SHRC). SHRC is committed to provide quality Health Care Services to each and every Citizen approaching to SHRC. On an average, more than 800 patients (old & new) attend our OPD on the daily basis.

In line with our mandate, we, at SHRC, strive to provide comprehensive, high quality Health Care Services to our users. However, there may be some deficiencies due to extreme patient load and limited resources.

The purpose of the Citizens Charter is to explain your Rights and Responsibilities, as a patient of the Hospital. Knowing and understanding your Rights and Responsibilities will make your relationship with us mutually beneficial ones.

The Charter delineates the ways in which the community and the hospital work as partners in a positive and open relationship with a view to enhance the effectiveness of our health care endeavor.

GENERAL INFORMATION

Saraswati Medical College Offers Bachelor Of Medicine and Bachelor Of Surgery (M.B.B.S.). It is a comprehensive medical institute having excellent infrastructure & maintaining high Academic standards.

Saraswati Medical College is affilited to the Chhatrapati Shahu Ji Maharaj University Kanpur Recognised by Medical Council of India (MCI) and Ministry of Health & Family Welfare, Government of India vide Notification No.U-12011/13/2016-ME-1 dated 20-08-2016.

Saraswati Hospital & Research Center is a 320 bedded hospital with a fully equipped Intensive Care Unit (ICU, ICCU, SICU, PICU, NICU) and state of art modern Operation Theatres for all the surgical specialties.

ENQUIRY

Principal                                                                               : Prof. (Dr.) B P Mathur

Medical Superintendent                                                         : Prof. (Dr.) L.D Mishra

Administrative Officer                                                            : Mr. Vinod Sachan

Contact No                                                                            : 0515- 351001

24 x 7 Helpline Number                                                          : 9795458869

CASUALTY & EMERGENCY SERVICES (Block A)

• All Casualty Services are available 24 x 7
• Duty Doctors are available 24 x 7
• Specialist doctors are available on call (24 x 7)
• Emergency Operations are done in OT located on Ground Floor (Block A)
• Emergency Operation Theatre is fully equipped & functioned round the clock
• In serious cases, treatment/management gets priority over paper work like registration and medico-legal requirements. The decision rests with the treating doctor.

OUT PATIENT DEPARTMENT

Central Registration Timing                   : 8:30 a.m. to 3:30 p.m.

OPD Timings                                           : OPD services are available from 8:00 a.m. to 4:00 p.m.

OPD Slip

• OPD Registration will be done only at Registration Counter (Ground Floor, Block B)
• Patients have to register, before proceeding for the consultation
• OPD slip will be made from Registration Counter (Block B) includes consultation fee, and few free-of-cost medicines for 3 days available at Pharmacy (Block A, Ground Floor)
• OPD Slip is valid only for 7 days, and during this period patients can consult doctor ‘n’ number of times.
• Patients are examined on ‘first-come-first’ serve basis. However, out of turn consultation is provided in case of an Emergency, Senior Citizen, Differently-abled Patients and patients referred from Camps

• The decision to admit a patient rests with the treating doctor
• The patient will be admitted only if a vacant bed is available. But, in case of emergency, out of turn admission may be done.
• In case of any query, patient can approach Patient Welfare Member stationed at Help Desk next to the OPD Registration Counter (Block B) or can cal 24 X 7 Helpline Number

Laboratory Services/ Investigations

• Timings: 8:00 a.m. to 04:00 p.m.
• After OPD consultation, the treating doctor will fill up the requisition forms for various investigations & direct/guide you to the Sample Collection Center or X Ray Department (Ground Floor, Block B)
• Patient needs to show this form to the Nurse or X-Ray technician stationed at Sample Collection Center or X-Ray Department. (Ground Floor, Block B)
• Patients can collect their report on next day from Sample Collection Center or X-Ray Department (Ground Floor, Block B) between 8:00 a.m. to 04:00 p.m.
• Certain specialized investigations are done on particular days only.
• CT & USG are done at Block A (Ground Floor).

IN-PATIENT DEPARTMENT (Block A)

• Patients have to get themselves registered at the Registration Counter
• Diet is provided to all Indoor Patients
• Investigations are done at Highly Subsidized Rates
• Staff nurses are on duty round the clock in Wards/Emergency (24 x 7)
• Emergency Medical Officer (EMO)
• Junior & Senior Residents (JR & SR)
• Specialty Senior Consultants: On call

Laboratory Services/ Investigations

• Doctor can prescribe necessary investigations
• Timing for collection of specimen 9:00 a.m. to 4:00 p.m.
• In case of emergency all investigations are available round the clock (24 x 7), and reports will be delivered to that particular ward on priority
• Sample             Collection will be done in the ward
• Reports will be delivered on next day to the Nursing In charge of the particular ward
• Biopsy reports will take a minimum of 7 days to reach the concerned Department
• Patient will be sent for X Ray, USG or CT scan (Block A, Ground Floor), if required
• Dental Radiograph (IOPA) will be done from 8:00 a.m. to 4:00 p.m. (Block F), expect for Gazetted Holidays.

Operation Theaters

• The Hospital has fully equipped modern Operation Theatres, where all kinds of major and minor surgeries are performed using the latest techniques and technology
• For routine surgeries, the respective departments maintain waiting list. Patients are called and operated upon as per the waiting list. But, in case of emergencies/urgencies, the out of turn surgeries are also performed, at the discretion at the treating doctors approved by Medical Superintendent

Intensive Care Unit (ICU, ICCU, SICU, PICU, NICU) 

• The hospital has fully equipped Intensive Care Unit (ICU, ICCU, SICU, PICU, NICU) 

• Admission in Intensive Care Unit is at the discretion of treating doctors

Blood Bank

• SHRC has a licensed modern, state of the art Blood Bank that functions 24 x 7, and provides facilities for blood donation, storage & issue of blood
• Strict precautions are taken and testing is done to prevent any borne infection. If your patient requires blood transfusions, then you are requested to arrange healthy blood donors for donating blood in order to reduce shortage of blood.

ATTENDANT & VISITOR PASS

• At the time of admission, patient will be issued one Attendant Pass & two Visitor Passes
• These Passes should be worn all the time by the visitors or attendant during their stay/visit in the hospital
• These Passes will be valid only for seven days (including the day of admission), and thereafter need to be submitted back to the FDO (9:00 am), and new passes will be issued
• It will be the responsibility of the attendant/patient to return these passes to the Registration Counter (A Block) at the time of discharge
• In case of loss of the pass, attendant/patient will have to immediately inform Registration Counter FDO (Block A)
• Loss of these passes will attract a fine of Rs 100/pass

MISCELLANEOUS FACILITIES

• Ambulance (24 x 7)
• Blood Bank (24 x 7)
• All Laboratory services (24 x 7)
• Investigations including X- Ray & CT (24 x 7)
• Pharmacy, 24 x 7
• Electricity, 24 x 7
• Public convenience facilities (24 x 7)
• Canteen (Block A)

FACILITIES FOR DIFFERENTLY-ABLED PATIENTS

• Help desk at the Registration Counter (OPD & IPD)
• Wheel Chair
• Trolleys & Stretcher
• Elevator
• Ramps
• Preference will be given to them at the time of Registration and during Consultation/Treatment

PATIENT’S RIGHT

• To be treated with respect, consideration, compassion and dignity regardless of age, gender, race, origin, religion or disabilities
• Dignity and confidentially in case discussions, examination and treatment
• Right to quality care & treatment consistent with available resources and generally acceptable standards
• Clear & understandable explanation by the doctor/trained staff about diagnosis, as well as the benefits and risk of each treatment and expected outcome
• Participation in decision on healthcare and to refuse treatment
• Agree or refuse to take part in medical research studies and still continued to receive medical treatment
• To be involved in the treatment plan
• Have right to give suggestion and express grievances

PATIENT’S RESPONSIBILITIES

• The success of this charter depends on the support we receive from our users
• Wait for your turn at Registration Counter (OPD & IPD) and in the Departments during consultation
• Keep appointments and report on time for appointments
• Provide complete and accurate information about current and past illnesses, medications and other matters pertaining to your health
• Follow the treatment plan recommended by the doctor
• Understand all instructions before signing the informed consent forms
• Keep your doctors informed about effectiveness of treatment
• If you refuse the treatment or do not follow the doctors instructions, you will be held responsible for your action
• Treat all hospital staff, other patients and visitors with courtesy, dignity and respect and not obstruct them in performing their assignments
• Careful use of hospital property and maintain privacy of others
• Park your vehicle in area designated for visitors parking only
• Not to bring any weapons, alcohol or unauthorized material inside the college premises
• Saraswati Medical College & Hospital premises is strictly a ‘Tobacco-free Zone’
• Maintain silence
• Limit number of visitors/attendants as per rules
• Refrain from demanding undue favors from the staff and officials
• Take care of your belongings
• Please provide useful feedback and constructive suggestions in feedback/suggestion register kept at every Registration Counter
• To report any issue, complaints of concern that may affect your care
• Help to keep the hospital neat & clean

COMPLAINTS AND GRIEVANCES

• There may be occasions when our services are not up to your expectations
• Please do not hesitate to register your useful feedback and constructive suggestions; It will only ‘help us to serve you better’.
• You can call 24 x 7 Helpline Number or fill the suggestion register kept at main Registration Counter
• Every complaint will be duly acknowledged and sincere attempt will be made to solve the problem

COMPLAINTS AND GRIEVANCES

Principal                                                                             : Prof. (Dr.) B P Mathur

Medical Superintendent                                                       : Prof. (Dr.) L.D Mishra

Administrative Officer                                                          : Mr.Vinod Sachan

Contact No                                                                          : 0515- 351001

24 x 7 Helpline Number: 9795458869

“PLEASE HELP US TO SERVE YOU BETTER”