SDM College of Medical Sciences & Hospital Manjushree Nagar, Sattur, Dharwad – 580 009

C I T I Z E N’S C H A R T E R

Ph: (0836) 247 7777 (EPABX) Fax: (0836) 246 0091 Website: sdmmedicalcollege.org

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Introduction:

Citizen’s Charter document formulated by SDM Hospital represents systematic efforts put

forth by the organization to focus on its commitment towards the Citizens i.e., patients and

users of health care facility. This charter seeks to provide a framework to inform and educate

users on,

1. General Information

2. Standard of Services,

3. Services and facilities provided

4. Non-discrimination and Accessibility,

5. Grievance / Complaint Redress, and

6. Responsibilities of users

1. General Information:

SDM college of Medical Sciences & Hospital was established in the year 2004 under the

management of SDM Education Society with its registered office in Ujire, Dakshina

Kannada. Educational activities of the society are guided by Dr. D. Veerendra Heggade,

President, SDME Society, who is a visionary unsurpassed.

SDM Medical College:

As a part of academic curriculum, the Medical college offers both undergraduate and post

graduate programs to aspiring students. Strength of annual admission to the undergraduate

program (MBBS) is 100. Institution offers post graduate programs in non-clinical, para-

clinical and clinical specialties listed as under:

Pre-Clinical and para-clinical:

Anatomy

Physiology

Bio-Chemistry

Pathology

Micro-biology

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Pharmacology

Community Medicine

Forensic Medicine

Clinical:

General Medicine

Pediatrics

Dermatology and

Psychiatry

General Surgery

Orthopedics

Ophthalmology

ENT

Obstetrics & Gynecology

Anesthesia

Radio-Diagnosis & Imaging

TB and Chest

SDM College of Medical Science & Hospital offers courses in para-medical technology as

listed below:

Anesthesia Technology

X-Ray Technology

Lab Technology

Optometrist

Dialysis Technology

SDM Hospital:

SDM Hospital is an integral constituent of SDM College of Medical Sciences & Hospital

located in Dharwad, Karnataka. Being attached to the Medical College, the services provided by

the hospital conform to the norms of the Apex Body, Medical Council of India, which regulates

Medical Education in the country. The services provided by the teaching hospital also cater to the

health care needs of the community in which the hospital is established. The hospital, including the

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recently added specialty block, offers 1200 in patient beds dedicated to patient care. A total of 21

operations theatres supported by more than 100 ICU beds are available across different

specialties for intensive care of patients. Inpatient facility is spread across VIP rooms, Single

rooms, Double occupancy rooms, Triple occupancy rooms and General wards to suit the

needs of patients availing medical care.

Important telephone numbers to Contact:

Casualty: (0836) 247 7061 / 247 7063 / 247 7067

Blood Bank: (0836) 247 7262

Public Relations Officer: (0836) 247 7030 / 247 7031

Enquiry: (0836) 247 7032

2. Standards of Service:

SDM Hospital strives to provide q u a l i t y patient care and endeavors to improve its

services on an ongoing basis. The hospital strives to,

understand and fulfill the ever growing patients’ needs,

provide t imely, efficient and reliable patient care,

provide courteous and prompt service with due attention to integrity, dedication

and fairness

inform, educate and motivate patients for helping themselves as well as the hospital

to serve them better

to provide challenging and rewarding career for every employee

provide transparency of functioning

continually improve quality of services provided, by periodic & regular monitoring of

functioning

3. Services & facilities provided:

The health care services are provided by the hospital through various clinical, diagnostic and

allied departments.

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Clinical Departments:

Consulting and diagnostic clinics in Out patient departments and inpatient beds in Inpatient

departments are organized to provide medical care to the patients giving due attention to the

requirement of Medical Council of India. Clinical facilities available in the hospital are,

Medicine & Allied Services

General Medicine

TB & Respiratory diseases

Dermatology and

Psychiatry

Pediatrics

Super-specialty

Nephrology

Neurology

Medical Oncology

Immunology

Gastroenterology

Endocrinology

Clinical Haematology

Surgical & Allied Services

General Surgery

Orthopedics

Ophthalmology

ENT

Dentistry

Anesthesia

Obstetrics & Gynecology

Super-specialty

Neurosurgery

Pediatric Surgery

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Plastic Surgery

Urology

Diagnostic Services

Laboratory services

Biochemistry

Clinical Bio-chemistry

Immunochemistry

Micro biology

Bacteriology

Serology

Virology

Mycobacteriology & tuberculosis

Immunology

Pathology

Clinical Pathology

Cyto pathology

Hematology

Histopathology

Immuno-histo Chemistry

Radio-Diagnosis & Imaging

General Radiography

Mammography

Ultra-sonography

Computed Tomography

Magnetic Resonance Imaging

GI Endoscopy

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Allied Services

Physical Medicine & Rehabilitation

Physiotherapy

Electrotherapy

Hydrotherapy

Occupational Therapy

Speech Therapy

Orthotics & Prosthetics (Artificial Limb Center)

24x7 Services

Blood Bank

Laboratory services

Radiology and Imaging Services

Emergency

Pharmacy

Dialysis

Eye Bank

Enquiry:

To facilitate easy access of medical care services,

May I help you counter is provided at the Main Entrance of the hospital.

Public Relations Office is located in the vicinity of the main entrance of the hospital

and

Enquiry facility is provided at the Emergency Department and Special Clinic

Emergency Services:

Emergency department contact number: (0836) 247 7061, 247 7063, 247 7067

Emergency Department functions round the clock on all days of the year

All emergency patients are attended to promptly

Casualty Medical Officer(CMO), Resident Doctors and Para medical staff are

available round the clock to treat emergency patients

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Doctors ON DUTY are available round the clock in all specialty services offered by

the hospital

Ambulance Services:

Ambulance service is available on all days round the clock for transporting the

patients within the limits of Municipal Corporation of Hubli-Dharwad.

Contact telephone number is, 0836 247 7088

Hospital has a combination of fully equipped and semi-equipped ambulances.

OPD Services:

Timings: 8:30 a.m. to 5:00 p.m.

Specialty Clinics: 8:30 a.m. to 5:00 p.m.

Every out patient is registered prior to the consultation in the main registration

counter

Every new patient is assigned a Unique MR number electronically through Hospital

Information System and a Registration card is generated

For every subsequent re-visits / prior appointments, the patient must carry the

registration card issued by the hospital for easy retrieval of the medical record

Emergency walk-in patients are seen out of turn

Patients with prior appointments are given preference

Payment:

o Registration fee is paid at the registration counter

o Payment for diagnosis/treatment/minor procedures are made at the Billing

counter provided at the n OPD / Main Billing counter in the main lobby.

SDM Health Check:

SDM Health check offers comprehensive health check packages specially designed to suit

individual needs. They not only assess the present health status, but also screen individuals

for any risk factors and help to take valuable steps to prevent or cure impending illness.

Health check packages available at the hospital are,

Basic Health Check

Diabetic Health Check

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Standard Health Check

Well Women Check and

Comprehensive Check

Employees Health Check:

The hospital as a policy carries out employee health check for all new employees and

periodic health check for employees involved in direct patient care.

Inpatient Services:

Visiting Time:

o Intensive Care Units:

Morning 07:00 a.m. to 7:30 a.m.

Afternoon 12:30 p.m. to 1:00 p.m. (SICU)

Afternoon 1:00 p.m. to 1:30 p.m. (MICU)

Evening 5:00 p.m. to 5:30 p.m.

o Special Wards:

Morning 12:30 p.m. to 1:30 p.m.

Evening 5:00 p.m. to 7:30 p.m.

o General Wards:

Afternoon 12:30 p.m. to 1:30 p.m.

Evening 5:00 p.m. to 7:30 p.m.

Types of Accommodation:

o General Wards

o Special Rooms

o VIP

o Single Room with A/C

o Single Room without A/C

o Twin Occupancy Room

o Triple Occupancy Room

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All rooms are provided with attached bathrooms, telephones and optional TV.

Pharmacy Services:

SDM Pharmacy services are provided in the hospital premises on the ground floor,

which functions all round the clock throughout the year. For the convenience of

inpatients, pharmacy outlets are also located on the third floor of the hospital and in

the newly constructed specialty hospital block.

Attendant’s Pass:

All admitted patients are issued one attendant’s pass at the time of IP admission which

permits one person to stay with the patient for 24 hours. A female attendant is a must

for a female patient.

Food Services:

Dietary and Nutrition services are provided to patients according to their medical

needs and the prescribed food is supplied to them by the dietary unit of hospital

kitchen. Dietician in consultation with the treating doctor plans the necessary

nutrition to patients.

Canteen facility is available for the patient relatives, visitors and staff at reasonable

rates. For the hospital staff, food is provided by the canteen at subsidized rate.

Only vegetarian food is provided in the campus.

In addition to the above, three numbers of Coffee shops operate in the hospital round

the clock to cater to the convenience of users of hospital facility. Juice centre located

in the premises cater both fruit and vegetable juices to its customers.

Prayer hall:

Well planned “All Religion Prayer Hall” is built on the ground floor of the hospital

building to enable the relatives seek solace and pray during difficult times of patient

treatment.

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Guest House:

Dormitory facility for about 200 persons is available in the vicinity of the hospital to

accommodate patient relatives visiting the patient from far off places. Limited

numbers of double occupancy rooms are also provided. The facilities can be utilized

by the patient relatives at a very nominal charge.

Bank & ATM:

Syndicate Bank has located its branch office in the campus for the convenience of

patients, staff and visitors. State Bank of India and Syndicate Bank have also

provided

ATM facilities on the campus.

Other facilities:

Optical Shop and Gift Shop are provided in the main lobby of the hospital for the

convenience of patients and visitors.

Mortuary facility with refrigerated cabinet to store deceased patients is available on

campus. Embalming Services are also provided on campus.

Local police authorities are informed about all Medico Legal Cases upon admission

to the hospital as per the prevailing government rules.

Complaints and Grievances:

Hospital has a system to receive and analyze complaints received from the

patients & visitors. For the purpose, complaint registers are available at the PRO

office and suggestion/complaint boxes are placed at strategic locations in the

hospital.

Please do register suggestions to help us serve you better

Complaints can be registered telephonically at 247 7030 or 247 7031 after due

identification of the person registering complaint

Every grievance will be duly acknowledged and addressed

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General Instructions:

Hospital is a “No Smoking Zone” as per statutory requirement. Accordingly,

patients, their relatives and visitors are strictly prohibited from smoking and

chewing tobacco within the hospital premises.

Silence is to be observed in hospital to avoid disturbing recuperating patients.

Visitors are requested to speak sparsely and softly. Attendants are requested to

keep the volume of the TV sets low and relatives are requested not to crowd the

areas outside the patient rooms. Hospital staff is authorized to take necessary

steps to prevent noise.

Please ensure that parking is avoided in “No Parking Area”, to ensure easy access

of emergency patients to emergency department.

Responsibilities of the user:

Support received form the users in following the instructions determines the

success of this charter

Users are requested to,

o Appreciate the various constraints under which the hospital is functioning

o Help in keeping the hospital and its surroundings clean

o Help in using the facilities of the hospital with care

o Be ware of touts

o Refrain from requesting undue favors from staff and officials

o Provide useful feedback and constructive suggestions

Contact Details:

SDM College of Medical Sciences & Hospital

Manjushree Nagar, Sattur, Dharwad – 580 009

Karnataka

Ph: (0836) 247 7777, Fax: (0836) 246 0091

E-mail: msoffice@sdmmedicalcollege.org

Website: sdmmedicalcollege.org