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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

 Sub Centre

  • Name of the ANM
  • Population under the SC
  • Timings of the Sub Centre
  • Services provided in the Sub Centre
  • Work Plan of the Sub Centre

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