This charter seeks to provide a framework, which enables our users to know:

What services are available in this hospital, the quality of services they are entitled to, the means through which complaints regarding denial or poor quality of service will be redressed.

Standards of Service

• This is a Psychiatric Hospital.
  

• It provides medical, Psychological and social care to all patients who come to the hospital.?
  
• Standards are influenced by Patient load, availability of resources and workforce available
  
• We insist that all our users receive courteous, prompt and proper care.
  
• This hospitals firmly believes in the rights of mentally ill and their integration into the community
  
• Hospital has both out patient and inpatient services

General Information?

This Hospital has

• Doctors: 7 Professors, 27 Asst. Professors, 27 post graduate students of Psychiatry and one dentist?
  

• 4 Clinical Psychologists
  
• 25 Psychiatric Social Welfare Officers
  
• Nursing Staff: 2 Nursing Superintendents, 5 Head nurses and 86 staff nurses
  
• Beds: 1800
  
• Doctors wear white aprons, Nurses are in uniform, Attendants wear white dress and sanitary workers are in Khaki uniform.
  
• All Staff Members wear identity cards?
  
• In patient and Out patient services are located in the adjoining campuses
  
• In patient service is located at a 25 acre campus and the hospitals is more than 200 years old

Out Patient Department

• Timings: 8.00 AM. to 1 PM.?
  

• Following is the staff pattern of Out Patient block
  • Chief Medical Officer in-charge of the OP at a professor level (Senior Civil Surgeon)
    
  • OP in-charge medical officer at Asst. Prof (Civil Surgeon) level?
    
  • Medical Officer in-charge of new cases registration?
    
  • Medical officer in charge of Special clinic
    
  • 5 medical officers for review and follow up of cases
    
  • 1 Clinical Psychologist
    
  • 5 Psychiatric Social Welfare Officers / Workers
    
  • Staff nurses, Laboratory technicians, Attendants, Sanitary workers?
• Outpatient department functions on all the 365 days of the year.?
  
• Every patient seeking treatment in the hospital is registered in the out patient department
  
• Following is the procedure adopted for the registration of new cases:
  • Reception desk at the entrance of the OP block is managed by staff nurses
    
  • Patients or their relative are requested to register their name with the staff nurse at the reception
    
  • Particular number of patients can only be examined in a day hence an appointment system is being followed for registration. Surplus patients are requested to come for registration at prescribed dates
    
  • It is advisable to come to the hospital at 7.30 AM for early registration and examination
    
  • Later the patients will be assessed by the Medical Officer In-charge of OP and registered.
    
  • After registration the patient's history will be psychiatric social workers. Subsequently he will be examined by the junior doctors and later presented to the senior doctors and consultants for opinion regarding management
    
  • Admission are done liberally and the hospital practices revolving door policy where admissions and discharges are encouraged. Hence the patients and relatives are requested not to be apprehensive about and do not get mislead by intermediaries who promise to get them the admission
    
  • If the patients income is below Rs.1000/- per month he will be treated free of cost, which includes admission, medicines, laboratory investigations, etc.
    
  • Once the patient is registered by the medical officer in-charge of the OP, he will be given an OP number by the clerk in the OP block.
    
  • As the mentally ill patients need detailed evaluation, it will take more than an hour to complete the examination of the patient

Follow Up and Review of Old Cases:

• All the new cases registered and patients discharged from inpatient services are followed up at the Out patient department
  

• There are four consultation rooms located in the follow up wing of the OP block.?
  
• A psychiatrist and an attendant to help him are posted to each room.?
  
• Seven units patients are given follow up treatment in the OP block
  
• Medicines are issued for one month at a time for the patients coming from far off places
  
• It is advisable to bring the patient for periodic follow up
  
• Admissions are done liberally hence there no need to approach any middleman for seeking admission. If you have any doubt kindly talk to the medical officer
  
• Review will be done only with the case file of the patients.
  
• Patients coming for follow up care are requested to present their OP ticket to the record room for tracing their case records. Any undue delay in tracing the case file may be brought to the notice of the Medical officer in-charge of OP

Special Clinics:

Hospital conducts special clinic for the certain category of patients. Following are the different special clinic conducted

Geriatric and Neuropsychiatry Monday?
Child Guidance Clinic Tuesday
De-addiction ClinicWednesday
Epilepsy ClinicThursday
Adolescence ClinicFriday
Neurosis ClinicSaturday

• Special clinic does not function on Sunday
  
• Patients below 12 years are registered in the child guidance clinic and patients between 13 to 18 years are treated at the Adolescence clinic. Hence patients belonging to these categories are requested to come on Tuesday or Friday for registration.
  
• Patients for all other special clinic will be registered in the main OP and later referred to special clinic
  
• An in-charge medical officer, psychiatric social workers and attendant are posted to the special clinic. Depending on the needs, one or more additional medical officers are posted to each clinic?

Record Room:

• A case sheet file is created for all the patient who are registered in the hospital. The record room has patients case sheet file dating back to 1900.
  

• There are separate record rooms for general OP and Special Clinics. Patients are requested to approach the respective record rooms
  
• Patients coming for follow up care will only be seen with their case sheet
  
• The patients coming for follow up care should handover their OP ticket at the Record room and wait at the follow up wing of the hospital in front of the respective unit in which they were registered
  
• Patients case sheet will be bright to the medical officer room by the attendant of the record room. Ordinarily it takes about 15 to 30 minutes to trace and bring the case sheet. In case of delay contact the Medical Officer in charge of OP
  
• Patient and relatives are requested to observe the Queue system and not to pay any one for tracing the case sheets.

Admission Procedure for Old Patients:

• Depending on the need of the patient the medical officer of the particular unit will decide about the admission and admit the patient
  

• Once the patient is advised admission he should sign a declaration forms stating that he is willing for admission. This is an important formality in the admission of mentally ill patient in the hospital.
  
• Then the case is sent to the OP clerk for allotting the in patient number for the patient. If the patient's in come is more than Rs.1000 he becomes the paying patient and he has to pay a nominal charge for admission.
  
• Patients are requested to insist on official receipt for any payment made by them

Laboratory Services:

• Hospital has a well equipped laboratory services which includes blood tests, X-ray, ECG and Electro Encephalogram
  

• Certain routine blood investigations are done for all the patients who are registered
  
• After registration and examination each patient is given a blood investigation form which they have to produce in the laboratory situated in the first floor of the OP block
  
• The results of the blood investigations will be entered in the respective patients case sheet
  
• Patient desires to know their laboratory results may get the information from the medical officer
  
• Electro Encephalogram (EEG) laboratory is situated in the inpatient campus. Patients should produce the EEG forms at the EEG lab to get appointment for doing EEG

Psychological Testing Facilities:

• A clinical Psychologist is posted at the OP block. He will be in-charge of conducting psychological tests like IQ assessment, Personality assessment, Etc
  

• All the patients do not require psychological testing. The medical officer examining the patient will decide about the need for psychological assessment and refer the patient to the clinical psychological by noting in the OP ticket
  
• Patients are expected to produce the OP ticket to the Clinical psychologist for psychological testing
  
• Psychological testing will take two to more sessions depending on the nature of the tests. Hence patients will be given appointment for conducting the tests.
  
• Final psychological testing report will be filed in the case sheet. Patients can get information about the test result from the medical officers

Day hospital

• Some of the patients can be managed by keeping them in the hospital only during the daytime. For this purpose a day hospital is established at the OP block
  

• There are separate male and female day hospitals at the old patients wing of the OP Block
  
• Each ward can accommodate 10 patients
  
• Patients are kept in these wards from 8 AM to 4PM.?
  
• Staff nurses and attendants are posted for the day hospital

Emergency Services:

• Round the clock emergency services are available in the hospital.?
  

• From 8 AM to 1PM the emergency services are provided at OP block. From 1PM to the next day 8 AM the emergency services are offered at the In patient campus
  
• Hospital does not have facility to pick up patient from their houses
  
• Hospital has not authorized any one to pick up patients from their houses or other places
  
• Hospital telephone numbers for emergency needs are 6421085, 6421086, 6421087 and 6421088

Grievances and Redressal system at OP block:

• There will be occasions when our services will not be up to your expectations.
  

• Please do not hesitate to register your complaint. It will only help us serve you better.
  
• Complaints and Suggestion books are available at the reception. Patients and their relatives are requested to use this service to improve the performance of the hospital
  
• Director or Deputy Superintendent or Resident Medical Officer of the hospital will be available in the OP every day between 8 and 10 AM
  
• The Deputy Superintendent is the Vigilance Officer of the hospital
  
• Other than using the complaint book Chief Medical Officer and any other medical officer can be approached for complaint or suggestions
  
• Complaints and suggestions will be attended promptly to rectify the defects
  
• Every grievance will be duly acknowledged
  
• We aim to settle your genuine complaints within 10 working days of its receipt
  
• If we cannot, we will explain the reasons and the time we will take to resolve.

In-patient Services

General Information:

• The hospital has a bed strength of 1800 beds in 25 wards situated in 25 acres of land with rich vegetation. Many of the wards built during British period. The hospital is built on cottages type of architecture.
  

• Each ward will have admission block where newly admitted and acutely disturbed patients are lodged. Usually admission block is kept under lock and key to prevent patients from running away from the ward.
  
• Apart from admission there will be few improved blocks where the improved patients are housed. These blocks are generally kept open during the day time to facilitate the patients to attend recreational activities and occupational therapy
  
• An attendant will be posted to each block in the ward and he is expected to stay near the block all the time to attend to the needs of the patients

Following facilities are available in the in-patient services

• Wards for different category of patients:

  • Wards for male patients
    
  • Wards for female patients
    
  • Wards for male and female children
    
  • Special wards - A and B class
    
  • Ward for critically ill male and female patients
    
  • Rehabilitation ward
    
  • Ward for male patients with Hansen disease
    
  • De-addiction ward
    
  • Male and female wards for mentally ill prisoners
    
  • Ward for patients with Epilepsy
• Rehabilitation services
  • Industrial therapy center
    
  • Occupational therapy center
• Central Kitchen
  
• Central steam laundry
  
• Administrative block
  
• Dental wing
  
• Police outpost
  
• Duty medical officer rooms
  
• Each ward will be managed by Medical officer, Social welfare Officer, Staff Nurses, Attendants and Sanitary Workers. Duty hours of the medical officer and Social welfare officer are between 8.00 AM and 2.00 PM. Others work in shifts.
  
• Relatives who visit the patients at their wards are requested to meet the medical officer or Social welfare officer to know about the condition of the patient. If the medical officer not available in the ward due to other work like academic work, official meetings, etc the staff nurse of the ward will know his whereabouts.
  
• Based on the monthly income, the patients are classified into Paying and Non-paying category of patients. Treatment and medication are same for both the category of patients. Paying patients are entitled for special diet and special ward accommodation. Patients with monthly income of Rs.1000/- and will be considered as paying case. They will have to pay for the medicines and investigations
  
• The patients admitted in the hospital are entitled for following facilities depending on their mental health condition:
  
• Regular and periodical examination by the ward medical officer
  
• Regular and periodical interview by Social welfare officer
  
• Medications and treatment
  
• Frequent change of personal linen and bed linen
  
• Tooth powder, oil, soap, etc.
  
• Psychological methods of treatment like group therapy, psychotherapy, counseling depending on the needs of the patients
  
• Ward activities like games, reading, etc.
  
• Occupational therapy for improved patients
  
• Recreational facilities
  
• Access to communication for improved patient at the discretion of the medical officer
  
• Kind and courteous service from all the members of the ward

Grievances Redressal System:

• Each ward will have a complaint and suggestions book. Relatives or patients can enter their complaints the complaint book. The complaints and suggestions noted in the book will be brought to the notice of the Deputy Superintendent who is the vigilance officer of the hospital
  

• Relatives or others can also approach Director, Deputy Superintendent or Medical Officers director for the purpose of lodging a complaint. All the complaints should be in written form and complainant is advised to get a receipt for the complaint.
  
• We aim to settle your genuine complaints within 10 working days of its receipt
  
• If we cannot, we will explain the reasons and the time we will take to resolve.