CITIZEN CHARTER

Saraswathi Institute of Medical Sciences and Hospital

Location : It is located in Anwarpur, Pilkhuwa, on NH 24 in Hapur District

Dear citizens,
You are welcome to Saraswathi Institute of Medical Sciences and Hospital, Hapur. SIMS is committed to provide quality services and medical care to each and every citizen. We have dedicated brand of doctors, Medical surgeons and auxiliary staff who are highly competent & well-versed in the latest clinical skills. We strive hard to provide comprehensive, high quality tertiary care services to our patients. SIMS possesses the complete know-how to prepare learned & well qualified medical professionals as well. Our students are toppers in the university exams and have won various Awards and trophies in inter college sports and other co-curricular competitions also.

This charter seeks to provide the following information:
1. The services available in the hospital.
2. Quality of services that the patients have the access to.
3. The means of redressal of complaints regarding poor quality or denial of service.
4. The means by which the quality of the services can be enhanced.

Our Mission:
Our mission is to provide outstanding and affordable medical care in a patient friendly environment and in a spirit of compassion to all, regardless of race, caste, religion and economic status. SIMS is an institute dedicated to establishing a center of excellence in health care and improving the well-being of the community through quality programmes of preventive medicine, medical education and research to spread health and to make the nation a healthier and happier place to live in.

General Information
SIMS has more than 800 beds with facilities in different specialties.
It runs 2 other centers to reach the population in the nearby area:

Rural Health Training Centre, Pilkhuwa
Urban Health Training Centre, Hapur

Enquiry and Information about College and Hospital
Telephone numbers of central enquiry: 0122- 2325317, 2321151
Casualty Numbers 9219443322

Enquiries
Reception is located at the entrance of the hospital.
Different sign boards, directional signs are fitted at the strategic points for guidance of the public. The duty rosters for the faculty members & resident doctors are displayed on the notice boards of all the departments. Inquiry & Reception counter function round the clock. The staff members from Medical Record Section provide patient related information and also prepare the medical record (OPD cards/Admission case sheets) and statistics related to the hospital products (Services).

Emergency/ casualty services
Accident, Trauma, Medical and Surgical Emergencies at SIMS are served 24X7. Emergency cases are attended to promptly.

Officers in Charge of Casualty:
5 CMOs are on duty round the clock in shifts. Anyone with urgent medical problem can have consultation/treatment in the Casualty.
Depending on the nature of Casualty/Emergency which needs medical intervention, the patient will be registered at the Casualty registration counter and medical care will be provided promptly.
In addition to Casualty Medical Officers, Casualty has dedicated team of doctors from major specialties of Medicine, Surgery, Orthopaedics, Paediatrics, Obstetrics and Gynaecology and resident doctors, nursing staff, paramedics and orderlies to provide urgent medical services.

All endeavors are made to provide better medical care including all possible investigations (available in the hospital) and prompt treatment. However, at times, when there is extreme workload, cases that are not so urgent may have to wait for some time.

The treating doctors will call concerned specialist who is available on call for urgent consultation as and when required.

Casualty has a fully equipped Emergency Operation Theatre for any urgent surgery. It is fully equipped with modern gadgets like monitors, ventilators, nebulizers, defibrillators, central oxygen and suction supply, etc.

All urgent investigations like Blood Biochemistry, Urine, Blood gas analysis, ECG, USG, X-ray are available for casualty patients round the clock.
Facilities for CT scan and MRI scan are also available in the hospital campus on payment basis round the clock.

In serious cases, treatment/ management get priority over paper work like registration and medico legal requirement. 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.

Outpatient Departments

OPD Registration Timings: 09:00 a.m. to 4:00 pm
OPD registration card can be obtained free at the OPD Registration counter located at the entrance of SIMS for consultation in general/specialty OPDs.
 Referred cases from outreach centers and other hospitals should also get registered for consultation in the OPDs.
 The patient has the right to consult any doctor/consultant. For prior appointment with any consultant on his/her OPD days, the patient should contact his/her OPD.
 Patients are seen on first come first serve basis. However, out of turn consultation may be provided in case of emergency or to senior citizens.

Apart from regular OPDs in various departments, Facilities of Special Clinics like
Diabetes clinic, Spine clinic, Immunization clinic, Allergy and asthma clinic, Vertigo and headache clinic, Plastic surgery, Knee clinic, DOTS clinic, Drug deaddiction clinic, Suicide prevention clinic etc are also available in SIMS.

Details of other Diagnostic & Supporting Services in the Hospital
Pathology, Biochemistry, Microbiology, Transfusion Medicine, Forensic medicine, Hospital stores, CSSD, Laundry, Dietary Services, Medical Record Department, Engineering section, AC Plant, Maintenance cell etc.
Many facilities are provided at OPD level, such as ECG, EEG, NCV, EMG, PFT, Echo, Ultrasound, Plaster, Injection and immunization, contraception and MTP services, minor surgical intervention, physiotherapy, bronchoscopy, endoscopy, etc.

In patient Treatment
Special wards like I.C.U., I.C.C.U., R.I.C.U., S.I.C.U., B.I.C.U., N.I.C.U., P.I.C.U etc. are equipped with modern gadgets and devices like ventilators, monitors, defibrillators, nebulizers, incubators etc. to provide better quality medical care.
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.
Staff nurses are on duty round the clock in the wards.
Admitted patients should contact the staff nurse for any medical assistance they need.

Equipments and Facilities
The hospital has the following services available:

Major & Minor Operation theaters
EEG
ECG & Echo
Critical Care Units ( ICU, RICU, SICU, BICU, NICU, PICU )
MOBILE ICU
PFT
NCV, EMG, BERA, VEP
DIALYSIS UNIT
CT Scan
MRI scan
X-RAY
Ultrasound
Sleep Lab
Mammography

VISITING HOURS
MORNING: 6 AM to 7:00 AM
NOON: 1:30PM to 2:30 PM
EVENING: 5 PM to 8 PM
One attendant shall accompany every admitted patient.
Visitors are allowed only during notified visiting hours with visitor pass.

Laboratory

More than 2500 tests (pathology/Bio-Chemistry/Micro-Biology) are conducted in the labs per day.
The various samples are collected in Central Collection lab round the clock for testing and the reports are also issued
The quality control of the various laboratory tests is also ensured and various automatic and semi-automatic analyzers are used in the laboratories.
Reports are made available within the shortest possible time.
Emergency lab: Round the clock, all days.

Blood Bank
The hospital has a licensed, modern state of the art Blood Bank that functions 24 hours a day and provides facilities for blood donation, storage, issue of whole blood and its components according to the need. Strict precautions are taken and testing is done to prevent any blood borne infection (HIV, HBV, HCV, VDRL etc). Blood is issued on exchange basis and patient requiring blood should arrange healthy blood donor for exchange of blood

Supporting facilities
The hospital has the support of Civil, Electrical & Bio Medical Engineering wings to ensure proper maintenance and working of its various equipments.
It has fully equipped modern operation theatres where all kinds of major and minor surgeries are performed using the latest techniques and technology.
Periodical servicing and maintenance of instruments and equipments are made by the Bio – Medical engineering department for hazard free operations on emergencies.

Miscellaneous services
The Hospital is having fully mechanized kitchen from where diet of patients is prepared, fully mechanized laundry with modern equipment and gadgets.
The Central Sterile Supply Department for providing sterilized supplies to various sections and operation theatres of the hospital is also available.
The full-fledged engineering wing also available for running the various hospital services round the clock. The DG sets, AC plant, Incinerator, Fire Hydrant System on all the floors, Sewage Treatment Plant, Boilers, Manifold services, lifts, etc. are some of the important services under their control.
An electric sub-station provides uninterrupted power supply to the hospital and campus. The hospital is connected to stand by generators in case of electricity break down. Adequate water and toilet facilities are available. Canteen facility is available for staff and the attendants of the patients which provide proper hygienic food.
Adequate number of Wheel Chairs and stretchers are available on request at the main reception of the hospital for the facility of patients who are not in position to walk. Ambulance Service is available 24 X 7 for transfer of patients.
Pharmacy is located in the Hospital OP premise which is open 24 hours on all days.

Peripheral centers

The UHTC functions from 9 a.m. to 4 p.m.
The RHTC functions from 9 a.m. to 4 p.m.
Emergency services are available round the clock.
Basic laboratory services are available in the RHTC.
Health education, house visits, ANC and under-five camps, School health, All specialty camps are conducted on a regular basis. Family planning services are available in these centers. Those requiring surgery or tertiary care are referred to the main hospital. Transport facility is provided free of charge.
Counseling and referral support are provided by the social workers from these centers.
Medical students are provided community medicine orientation and training through these centers in addition to their regular academic training.

Responsibility of users

The success of this citizen charter depends upon the support; we will receive from our users.
The OPDs, IPDs and the emergency of the hospital attend and admit any number of patients.
It is not possible to cater the individual needs of all the patients, so some of the patients always go unsatisfied. Please do not hesitate in conveying us the shortcomings of the hospitals.
The hospital is a no smoking zone, please do not smoke or chew pan or tobacco in the hospital and avoid spitting on the walls of the hospital. This hospital belongs to you.

Please follow the rules and regulations of the hospital while inside the hospital campus.
Please do not cause inconvenience to other patients by crowding or making noise unnecessarily.
Please help us in keeping the hospital and its surroundings neat and clean.
Please use the facilities of this hospital with care and do not damage/spoil hospital property.
Do not indulge in any money transactions with touts and unauthorized persons.
Please refrain from demanding undue favors from hospital staff and officials.
Please provide feedback of the services by putting your constructive suggestions in the suggestion/complaint boxes or directly approaching the Medical Superintendent of the hospital.

Grievance Redressal / complaints
There will be occasions when you will not be satisfied by our services and please do not hesitate to register your complaint. Every grievance will be duly acknowledged. It will help us to come to your expectation and serve you better.
Complain numbers: 0122- 2325317, 2321151