The citizen charter should provide a framework which
will enable the citizens to know the following information
-
What services are available in the hospital
How the patient can avail the services
How the complaints regarding services/ denial
will be addressed
A.
General Information:
Location of the hospital
No. of doctors and paramedical staff available
Where the enquiry counter exists in the OP department
What are the department available in the hospital
B.
Standards of Services:
What are the services provided in the hospital
(Example- 24 hr delivery services including normal
and assisted deliveries) ( Please mention the services
provided specific to one institution)
Number of Doctors, Nurses and other paramedical
staffs available
Drug list
What are the equipments & facilities available
in the hospital
a) Wheel chair & stretcher in OT, Labour room,
out patient
b) Round the clock ambulance services
Referral Transport
C.
Out Patient Services:
Location of the department in the hospital
Timings
Registration
Consultation
8.30
am - 2.00 pm
9.00
am to 2.30 pm
Patient should register themselves at the OPD
counter
Patients are seen on first come first basis.
However, in case of emergency out of turn consultation
may be provided.
D.
In Patient Service:
No. of beds available
Services provided
E.
Laboratory:
Sample Collection - Urine, Blood, Stool, etc
Sample Collection Time - 8.30 am to 2.30 pm
Charges - if any, mention it or delete it
Samples are seen on first come first basis. However,
in case of emergency out of turn consultation may
be provided.
Mention where the patient can collect the report
F.
Janani Suraksha Yojna ( Mention the amount that will
be received by the mothers and when):
G.
Grievance Mechanism:
Grievances of the citizen will be recorded
Mention who will address the grievances i.e - Name
of the person, Designation and Room number of the
person
H.
Responsibilities of the users
User of the health facility would attempt to
understand the commitment made in the charter
User would not insist on service above the standard
set in the charter because it could negatively affect
the provision of the minimum acceptable level of service
to another user
In case of grievances, the redressal mechanism machinery
would be addressed by users without delay
Preamble:
