CITIZEN S CHARTER AMRITA INSTITUTE OF MEDICAL SCIENCES AMRITA LANE, EDAPPALLY COCHIN - 24 CITIZENS CHARTER. AMRITA Institute of Medical Sciences 1

Transcription

1 AMRITA INSTITUTE OF MEDICAL SCIENCES AMRITA LANE, EDAPPALLY COCHIN - 24 CITIZENS CHARTER AMRITA Insiue of Medical Sciences 1

2 AMRITA INSTITUTE OF MEDICAL SCIENCES & RESERCH CENTRE (AIMS) coninues o provide dedicaed paien care and endeavours o improve is services on a consan ongoing basis. We srive o provide: Toal dedicaion o undersanding and fulfilling paien s need; Toal devoion o providing efficien and reliable paien care services; Efficien promp and coureous service wih dedicaion o inegriy and fairness; Moivaing he paien for helping hemselves as well as he Insiue o serve hem beer; Toal commimen o providing challenging and rewarding career for every employee; Transparency of funcioning; Periodic & regular monioring of funcioning. HEALTHCARE WITH A HEART: Our founder, Sri Maa Amriananadamayi (known as Amma), envisioned creaing a no-for-profi op hospial in Kerala, India where he poor could have access o advanced medical care in an amosphere of love and compassion. ABOUT AIMS Amria Insiue of Medical Science (AIMS) brings ogeher a dedicaed eam of physicians, nurses, and oher healhcare professionals o provide he highes sandards of medical reamen. Our exensive infrasrucure comprises of 22 modern operaing heares, 1000 beds, including 175 comprehensively equipped inensive care beds. OBJECTIVE This Ciizen s Charer is an expression of our commimen owards improving our services offered o make hem more efficien and responsive and a he same ime making our working more ransparen o our valued paiens. This Ciizen s Charer is an aemp o bring he insiue closer o is paiens in he sociey. This Charer is made o provide a framework, which enables our users o know: Wha services are available in his insiue? The qualiy of services hey are eniled o. The means hrough which complains regarding denial or poor qualiy of service will be redressed. 2 AMRITA Insiue of Medical Sciences

3 MISSION CITIZEN S CHARTER The insiue s mission is o provide ousanding and affordable medial care in a paien friendly environmen and in a spiri of compassion o all, regardless of race, case, religion ec. AIMS is a non-profi organizaion dedicaed o esablishing a cener of excellence in healh care and improving he well-being of he communiy hrough qualiy programmes of prevenive medicine, medical educaion and reserch LOCATION AIMS main hospial is locaed a, Amria Lane, Edappally Norh, Elamakkara P.O Cochin CONTACT US Amria Insiue of Medical Sciences and Research Cenre Amria Lane, Elamakkara Pos Kochi Kerala , India Phone:0091 (0) , , Fax:0091 (0) aimsinernaional@aims.amria.edu Visi us a: IMPORTANT TELEPHONE NUMBER Appoinmen Help Desk Casualy Blood bank STANDARDS OF SERVICE: This is a non-profi chariable insiuion. I provides medical care o all paiens who come o his insiue and rains he medical sudens and nursing sudens (boh undergraduae and pos graduaes) Sandards are influenced by paien load and availabiliy of resources; i is aimed o give all coureous and promp aenion o our users. Commied o provide world-class reamen a an affordable rae. GENERAL INFORMATION: The insiuion has : Docors : 620 Nurses : 1233 Beds : 1000 STAFF UNIFORM Docors wear whie aprons and nurses are in uniform. All saff wears a badge or an idenificaion card of AIMS. ENQUIRIES Locaion guide map is available and direcional signboards are fixed in each floor. Enquiries couner exis a he recepion (ambulaory enrance and main enrance) Telephone nos of cenral enquiry Public Relaion officer helps he paien a he OPD enrance. Hospial enquiry holine works round he clock. Is phone no: is AMRITA Insiue of Medical Sciences 3

4 CASUALTY AND EMERGENCY SERVICES: The casualy funcions round he clock all days. Casualy direc no: and FAX no is Casualy Medical officer and residen Docors are available 24 hrs all days. Duy Docors are available on call round he clock in all specialies. There are 20 beds in he emergency room including 5 criical care beds. Emergency Cases are aended promply. All he iems required are made available during mass casualies. In serious cases, prioriy is given o reamen/ managemen han paper work like regisraion and medico-legal cases. The decision ress wih he reaing docor. Emergency operaion heare is mainained on a regular basis o ensure ha i is usable all imes. AMBULANCE SERVICES The hospial has a flee of 4 fully equipped and 2 non-equipped ambulances. A eam of rained and dedicaed medical professionals, Emergency Technicians, Nursing personnel and rained drivers are always ready o handle all evenualiies round he clock. The Ambulance services are available for ransporaion of paiens from AIMS or o AIMS. Ambulance service enquiry no: This faciliy is available 24 hours a day, on all days. APPOINTMENT HELP DESK Appoinmens for concerned deparmens are cenralized. While aking an appoinmen please quoe your Name, concerned deparmen, age, Phone no and MRD, if available and he preference of physician o be seen Workin g Hours 7.00 am pm (regular days.) 8.00 am 5.00 pm (Holidays) Appoinmens can be aken hrough phone or by E mail- appoinmen@aims.amria.edu Phone no OUTPATIENT DEPARTMENTS: Timings: 8 AM ill he las paien is seen. Every oupaien seeking reamen a he hospial is regisered prior o he consulaion. A case shee is generaed elecronically for recording hisory, sympoms, diagnosis and reamen being provided. For every new paien a Unique MRD number will be generaed. If you have been regisered previously, kindly quoe your Medical Record Number, while aking an appoinmen. In case, you are a non-appoinmen / walk-in paien, you are requesed o wai o see he docor. Appoinmen paiens will be given a preference. Only emergency walk-in can be seen ou of urn Paymens for all specialies can be made a he OP Billing Couner. Special clinics like endocrinology and podiary has evening clinics and funcions on Sundays also. 4 AMRITA Insiue of Medical Sciences

5 CENTRES OF EXCELLENC E LOCATION CONTACT NUMBER Insiue Of Hear Insiue Of Cancer Insiue Of Digesive Diseases Insiue Of Neuroscience Insiue Of Plasic Reconsrucive & Micro Vascular Surgery T-1 F-5 T-3 F-0 T-1 F-0 T-I F-3 T-1 F Insiue Of Endocrinology & Diabeics Insiue of Maernal & Child healh Eye Insiue Insiue Of Laboraory Medicine Insiue of Molecular Medicine Cenre for Digial Healh Cenre of Nanoechnology T-1 F-0 T-4 F-0 T-1 F-0 T-6 F-3 T-6 F-3 T-1 F-4 ANNEX Insiue Of Solid Organ Transplan T= Tower F=Floor SPECIAL DEPARTMENTS Aneshesiology Cardiology CVTS Dermaology Emergency Medicine ENT G I Surgery Gasroenerology Geriarics General surgery Gynecology & Obserics Head & neck Surgery Holisic Medicine Inernal Medicine Neonaology Nephrology Neurology Neuro- Surgery Nuclear Medicine Ophhalmology Orhopedics Pediarics Pediaric cardiology Pediaric Surgery Pediaric Geneics Podiary Pain And Palliaive Medicine Physioherapy Psychiary Pulmonary Medicine Radiology Urology AMRITA Insiue of Medical Sciences 5

6 LABORATORY SERVICES 1. Analyical Toxicology 2. Biochemisry 3. Blood Bank 4. Cyogeneics 5. Hemaology 6. Hisopahology 7. Cyology 8. Meabolic Research 9. Microbiology 10. Molecular Biology 11. Serology ROUTINE INVESTIGATIONS: All working days Sundays and holidays closed. COLLECTION OF SPECIMENS All Days A.M. o 05:30 P.M. Sundays and oher Holidays closed. Reliabiliy and prompness of laboraory resuls is ensured as ess are done by auomaic machines. Repors are made available wihin he shores possible ime, which will be specified. BLOOD BANK Open for 24 hours and caers o exernal reques also A licensed blood bank is available in he hospial o caer o he requiremens of he paiens All blood is esed for HIV, HBV and HCV, VDRL, In addiion. EQUIPMENT AND FACILITIES: This hospial has he following services available: CATHLAB EEG ECG CRITICAL CARE UNIT PHYSIOTHERAPY AND OCCUPATIONAL THERAPY UNIT DIALYSIS UNIT MOBILE ICU 64 SLICE CARDIAC CT LINEAR ACCELARATOR MRI SCAN X-RAY STEREO RADIO SURGERY NEONATAL INTENSIVE CARE UNIT Charges for various ess are available a he Financial Informaion Couner (FIC). For poor paiens, he concerned Sr. Medical Adminisraor along wih he in charge of Paien Service Deparmen can waive off he charges. 6 AMRITA Insiue of Medical Sciences

7 If any major/essenial equipmen is ou of order, informaion regarding he same is conveyed o all deparmens hrough iner office noificaion on Inerne. Indicaions of alernae arrangemens are given wherever possible. The likely dae of recommissioning of he equipmen will also be displayed. DURING YOUR STAY We hope his informaion helps you o prepare for your say as an inpaien a AIMS. A skilled eam of personnel some of he working behind he scenes will hopefully make your say comforable and pleasan CATEGORY OF ACCOMMODATION. Deluxe Room : AIMS deluxe room comprises of air-condiioned win room wih elevision, elephone, refrigeraor, sofa se, mechanized paien s co, wardrobe and a dining able. A/C Single Room : This is an individual air-condiioned room wih aached washroom. The Room provides Television, elephone, sofa se and an aendan couch. Non A/C Single Room : This is an individual room wih aached washroom, Television, elephone and an aendan couch. Semi-Privae Room : Room wih wo beds separaed by a screen and has a common washroom. The room is also provided wih elevision, elephone, and a couch. 4 bed Cubicle : Provided wih 4 beds and a common washroom. Every bed is provided wih a cupboard, food rolley, and a screen beween each bed and a bysander co. General Ward. AIMS general ward feaures separae male ward, female ward, Pediaric Ward and Psychiary Ward. PAYMENTS An advance paymen has o be done a he ime of admission, which will no be refunded if paien does no come for admission. Final selemen of accouns will be requesed when paien is o be discharged. Paymens can be made a he billing deparmen round he clock. The hospial acceps paymens in Cash and hrough credi cards and demand drafs. Please noe ha he hospial does no accep cheques a he ime of discharge. Daily or alernae day bills are generaed and send o he paien/bysander TPA AND CASHLESS TRANSACTIONS We enerain TPA and cashless ransacions. AIMS have go ie up wih 5 TPA such as TTK, Mediassis, Paramoun, Family Healh Plan, Unied Healh less ransacions. TPA desk is placed a couner no 14 ground floor Ex no Our compuerized billing sysem will consolidae all charges for medicines/consumables/services availed by you during hospializaion. SURGERY PACKAGE For all he planned surgeries, full advance paymen is o be made as per he package specificaions + 10% which will be refunded a he ime of discharge MONEY & VALUABLES: I is no advisable o bring large sums of money or valuables ino he hospial. The hospial does no accep responsibiliy for loss or damage o your possession. AMRITA Insiue of Medical Sciences 7

8 MEDICINES & CONSUMABLES: Medicines and surgical consumables required for he reamen can be procured from he in-house pharmacy. A general pharmacy is locaed in he hospial premises which funcions 24*7. There are around 12-saellie pharmacy working in differen deparmens for he convenience of paiens. HOUSEKEEPING & LINEN: Hospial provides linen o wear for all admied paiens. In case of any difficuly you may conac he siser in charge of he floor. CLOCK ROOM A special clock room should be made available for ou saion and foreign paien FOOD SERVICES Die The hospial dieary deparmen provides all meals for he paien. The Dieiian plans he die based on he herapeuic needs. Our kichen is well equipped o serve good balanced vegearian meals. Dieician akes rounds of all paiens and in consulaion wih reaing physician and advice he herapeuic and nonherapeuic die. Bysander s food can be ordered o F and B deparmen. Cafeeria The cafeeria is open o visiors daily from 9:0 0 a.m. o 6:30 p.m. These 4 Cafeerias are locaed in differen owers (1/0.1/3/, 4/2,1/5,). Caneen. AIMS provides wih caneen for visiors as well as for Saff. A Juice sall is locaed near main gae of he hospial. BYSTANDER PASS Aendan: Paiens require res and we do our bes o provide paiens wih a quie, peaceful and ranquil environmen.in order o achieve his we resric he number of Aendans. Our infrasrucure can suppor only one aendan per paien, bu his may vary according o he caegory of he paien. Female by sanders is a mus for female paiens. By sander pass is issued from IP admission couner a he ime of paien admission. Bysander can uilize his pass 4 imes in a day. Visiing hours: Visiing hours for he hospial are: 3.00 pm 5.00 pm Please ensure ha visiors adhere o he visiing hours only and ha hey are resriced o he absolue minimum. OTHER SERVICES & FACILITIES: Wheel Chairs and srechers are available on reques a any poin from Paien Movemen Service Deparmen. Lifs are available for access o higher floors in each ower There is a sand-by generaor o caer o emergency services in case of breakdown of elecriciy. Public Telephone Boohs are available a various locaions in he hospials. Adequae drinking waer and oile faciliies are available. TV and elephone faciliies are available for in-paiens and also in all ou paiens waiing area 8 AMRITA Insiue of Medical Sciences

9 GUEST HOUSE FACILITY I is a emporary lodging faciliy for By-Sanders of inpaiens. Locaed on he AIMS Hospial campus, he building provides affordable housing wih easy access o he hospial. TRAVEL DESK This faciliy arranges ickes for your paiens and bysanders ravel and also provides you wih all informaion o any desinaion CAR POOL Transporaion services are provided by AIMS hrough hospial car pool, on reques. PRAYER HALL Prayer hall is locaed nex o Casualy Enrance. Every evening Bhajans, Sasungs are carried ou from evening 7.00 pm o 8.30 pm. BANK & ATM The Dhanalakshmi Bank has a fully-fledged branch in he hospial premises for he convenience of he paiens, saff and for he communiy as a whole. ATM Couner of Dhanalakshmi Couner is locaed near he main gae. GENERAL INFORMATION Medico legal cases: On admission of a medico legal case, he hospial has o mandaorily honor he rules of he Indian Gov and informs he local police auhoriies. Deah Cerificae: If a paien expires in he hospial, a deah cerificae is issued o he family by he hospial o carry he body. The hospial sends he Deah regisraion form & Medical Cerificae of cause of deah o he Cochin Corporaion. The family has o collec he final Deah Cerificae from he Cochin Corporaion office. Embalming Services Those bysanders who wan o ge embalming done, he faciliy is provided a AIMS. Excep for MLC cases. This faciliy is also available for inernaional paiens. Embalming & Hermeic sealing Cerificae provided by he Hospial Auhoriies. Moruary Services Moruary provides a Refrigeraed sorage of deceased paiens. Birh cerificae Parens of he newborn will be issued birh cerificaes from he hospial as soon as hey fill up he Birh repor form for regisraion. This is made possible hrough he neworking of he hospials wih he corporaions. The beneficiaries will have o pay a service charge of Rs.15 for he cerificae. PATIENT SERVICES DEPARTMENT Free/ Subsidies reamen faciliy is provided for paiens according o heir financial saus. COMPREHENSIVE HEALTH CHECK UP AIMS have developed special healh checkup programs ha consis of deailed medical assessmen and counseling on healh awareness. Each package has been designed o sudy he funcioning of all he vial organs in our body for any sympoms of major illness and also pinpoin poenial areas of risk so as o preven fuure healh problems. AMRITA Insiue of Medical Sciences 9

10 PACKAGES: Basic Healh Check Maser Healh Check Execuive Healh Check Diabeic Healh Check Comprehensive Healh Check Packages for Adolescens & Children-Life Syle Clinic EMPLOYEE HEALTH CHECKUP An employee healh check up is carried ou wih all saff dealing wih direc paien care. DOOR-TO-DOOR SERVICE PHARMACY The clinical pharmacy deparmen of Amria Insiue of Medical Sciences and Research Cener is providing 24 hrs services o he paiens. For he convenience of he paiens, 12 exension couners have been se up in and around he hospial complex. Paiens can receive heir medicines hrough courier any where in Kerala. They can pay he amoun eiher by DD or by using RTGS faciliy. DD should be in favor of Amria Enerprise (P) Ld, Kochi and sen o Amria Pharmacy, AIMS Campus, Elamakkara P O, Kochi-26. For RTGS faciliy: RTGS Code - DLXB Responding Branch-EDAPPALLY (AIMS) Dhanalakshmi bank Beneficiary Accoun- AEPL A/c RTGS (MRD No. Of he paien) Accoun no Paiens in he Ernakulam area can receive medicines hrough Home Delivery. HOT LINE SERVICES AIMS Pharmacy ensures he availabiliy of rare life saving drugs hrough Pharmacy holine services. Paiens can receive medicines wihin a shor period of ime hrough his service. Less privileged paiens can receive free medicine hrough Drug bank in he AIMS Pharmacy CATH LABS The AIMS Cah Lab is one of he busies labs in India. Combined wih he ousanding resuls achieved so far; he AIMS Cah Lab has played a role in caapuling he hospial o naional prominence. AIMS have he disincion of being he firs cener in Kerala o perform bi-arial pacing o rea paroxysmal arial fibrillaion. The AIMS Cah Lab provides he following services: Diagnosic righ and lef hear caheerizaion and Angiography Coronary Angiography Coronary angioplasy and sening Roablaion Caroid sening Renal angioplasy and sening Peripheral angioplasy and sening Sepal alcohol ablaion in HOCM Endovascular sen grafing for aneurysm 10 AMRITA Insiue of Medical Sciences

11 Valvuloplasy Device closure of abnormal vascular channels Endo-myocardial biopsy Inra-aoric balloon pump DAYCARE - SURGICAL, CATH RADIAL LOUNGE INTERNATIONAL PATIENT - TOURISM Inernaional Paien Care a AIMS is a complee service for inernaional paiens visiing he hospial. The Inernaional Healhcare Services eam coordinaes all aspecs of paien visis o he hospial, including managing medical consulaions, coordinaing hospial admissions, accommodaing special food requiremens, and assising wih ravel and hoel arrangemens. Our excepional medical experise is mached by our commimen o provide personalized care. From he paien s iniial inquiries hrough heir follow-up medical care back home, our Inernaional Healhcare Services Team acs as a single poin of conac. INTEGRATED SYSTEM OF MEDICINE CDH Insiue of Medical Informaics and Mulimedia Educaion (IMIME) The Medical IMIME is a cener of excellence for he provision of mulidisciplinary medical educaion of an inernaional sandard and includes: The Deparmen of Telemedicine I is a vibran deparmen, acive in medical care, educaion and research. I has a unique mobile uni, which is as well equipped as a small hospial. UNIVERSITY The Amria Vishwa Vidyapeeham Universiy, founded by Amma and esablished under secion 3 of he UGC Ac, 1956, has four main campuses a Amriapuri, Bangalore, and Coimbaore & Kochi. The Medical College Campus is aached o AIMS in Kochi, Kerala, India. Amria School of Medicine is one of he bes medical colleges in India, offering high qualiy medical educaion in all fields of medicine. Educaional programmes are offered in Medicine, Denisry, Nursing, Pharmaceuical Sciences and Paramedical courses, boh a graduae and posgraduae levels. The Amria School of Ayurvedic Medicine, locaed in Amriapuri, is also a par of he universiy. UNDERGRADUATE & POST GRADUATE TRAINING PROGRAMME POST GRADUATE TRAINING Allied Healh Sciences Diabees Sciences Dialysis Therapy Medical Biochemisry Medical Informaics Medical Microbiology Medical Saisics Medical Anaomy Medical Laboraory Technology Medical Physiology AMRITA Insiue of Medical Sciences 11

12 Cardio Vascular Technology Cardiac Perfusion Technology Aneshesiology and Inensive Care Technology Neuro Elecro Physiology The Amria offers he following M. Sc courses: UNDERGRADUATE TRAINING PROGRAMME Diploma Courses The Amria offers he following Diploma courses: Diabees Educaion Medical Informaics Oher courses B.Sc. In Medical Radio logic Technology (B.Sc.MRT) RESEARCH INSTITUTUION AIMS has parnered wih he Indian Council of Medical Research, he Deparmen of Science and Technology, he Governmen of Kerala, he Deparmen of Science and Technology, GOI, and he Deparmen of Indian Sysem of Medicine and Homeopahy, GOI, as well as oher agencies. In addiion o paricipaion of he insiue in various clinical sudies, AIMS has regisered wih Naional Insiue of Healh, USA. AIMS have also enered ino an agreemen wih he Cenre for Cellular and Molecular Biology (CCMB), Hyderabad, for collaboraive research effors. The insiuion has recenly earmarked 30,000 sq. f of dedicaed area o house a Cenral Research Faciliy NANOTECHNOLOGY INSTITUTION The Amria Nano Biomedical Engineering Cenre, or ANBEC, has been esablished o conduc research and developmen work on devices and componens a he inerface beween biology, medicine and engineering, where nanoscience and echnology can provide a significan value added benefi over exising echnologies. The focus of he Cenre is research for a variey of medical applicaions in diagnosics and reamen, including: Tissue Nanoengineering Nanosrucured Membranes and Thin Films Nanocomposies Surface Nanomodificaion COMPLAINTS AND GRIEVANCES: There will be occasions when our services will no be upo your expecaions. Please do no hesiae o regiser your complain. I will only help us serve you beer. There is a redressal forum ha funcion in associaion wih he Qualiy & Sandards Dep o aend o all grievances. The complains can be informed on #3000 from he hospial inercom or hrough he direc phone line / Every grievance will be duly acknowledged. 12 AMRITA Insiue of Medical Sciences

13 GENERAL INSTRUCTIONS Smoking AIMS is a No smoking zone. Paiens and heir aendans are sricly prohibied from smoking in he hospial premises. Silence: Silence is essenial in a hospial. Even minor noises can disurb people who are no feeling well. Visiors are requesed o speak sofly and avoid unnecessary noise. Aendans are advised o keep down he volume on heir elevision ses. Paien s relaives are advised no o crowd he area ouside he paien rooms. Hospial saff is under insrucion o ake necessary seps o preven noise and crowding. Parking: Please ensure ha vehicles are no parked in No parking area and hey do no hinder emergency cases from immediae and quick access o he emergency deparmen. RESPONSIBILITIES OF THE USER: The success of his charer depends on he suppor we receive from our users. Please ry o appreciae he various consrains under which he hospial is funcioning. Please help us in keeping he hospial and is surroundings nea and clean. Please use he faciliies of his hospial wih care. Beware of Tous. Please refrain from demanding undue favours from he Saff and officials Please provide useful feedback and consrucive suggesions. AMRITA Insiue of Medical Sciences 13