M.S RAMAIAH MEMORIAL HOSPITAL...

GENERAL INSTRUCTIONS

TIPS FOR INSURANCE CARD HOLDERS

What you need to do while using your insurance card for cashless facility: When your doctor has recommended admission please contact the admission counter and produce your insurance card. They will advice you how to proceed. The Insurance Card (if it is recognized by M.S.Ramaiah Memorial Hospital) can only be used for inpatient admission for a minimum of 24 hours. It cannot be used for outpatient consultation / investigations. In case of outpatient consultations / investigations and inpatient admission of less than 24 hours, one may try and claim reimbursement at their company or TPA.
Once the admission desk gives you the forms to be filled up of the insurance company / TPA, you may fill up the particulars and hand it over at the floor in which you are admitted to the concerned ward secretary. Before this you may request the admitting doctors to fill the required information or the ward secretary can get this done for you.
After this, the filled in pre-authorization form will be taken to the second floor Insurance Help Desk. The personnel there will fax this form to the insurance company / TPA. It will take a minimum of 6 to 8 hours before the authorization is sent by the insurance company /TPA.
The authorization will have a limit according to the estimate sent earlier / the type of insurance policy taken terms & conditions of the policy etc.
After your treatment has started and investigations, surgery / procedures have been done and before your discharge, a revised bill for enhancement along with the reports of investigations / discharge summary will be faxed to the insurance company / TPA. This will take another minimum time of 4 to 6 hours by the time the insurance company / TPA authorizes the revised bill or they may also deny it. In case of denial, the only option is to pay the hospital bill as required and try to claim reimbursement. In case the revised / enhancement authorization is taking a long time and you are in a hurry to go, you may clear the full amount of the hospital bill and get discharged later, if the authorization comes, the hospital will telephone you to come and collect the refund.
In some cases, when the pre-authorization is sent to the insurance company / TPA may reject the same and send the fax. In this event, the patient will have to pay the hospital bill and try to claim reimbursement with the insurance company / TPA.
There are instances when the pre-authorization details are not sufficient or convincing to the insurance company / TPA and they will send a query by fax. This can be answered by the doctor and sent back. Again the insurance company / TPA may authorize or reject this. Depending on the reply you may either be given credit or asked to pay.
During all this process, we request you to be patient and understand that the process takes time.

Frequently asked questions regarding Insurance / TPA

Do all Health Insurance Policies offer Cashless Hospitalization Facility?
Today, most health insurance policies do offer cashless hospitalization facility and route your policy through a Third Party Administrator (TPA). However you should be familiar with the Terms Network Hospital and Non-Network Hospital.

Network Hospitals are those hospitals that your TPA has an agreement with. In case of hospitalization, if you get admitted to a network hospital you will be eligible for cashless hospitalization, subject to the other terms and conditions mentioned in your policy being fulfilled. In case you are admitted to a non-network hospital, you will have to settle the bills directly to the hospital and then seek re-imbursement through your TPA.

Does cashless hospitalization mean I can just walk into a hospital and get admitted for treatment free of cost?
First, you need to be clear that there is no free treatment. It is just that, in the case of a cashless hospitalization, the insurance company will bear the cost of treatment either fully or partially on your behalf.

Cashless hospitalization is a facility provided by most health insurance policies and enables an insured customer to obtain admission and undergo the required treatment without a direct payment. The assigned TPA will mediate between the healthcare service provider (hospital) and the insurance company and settle the bills on behalf of the insured customer.

However it is important to understand the role of a hospital in cashless hospitalization, the hospital is only a facilitator and has no authority to approve or disapprove any request for cashless hospitalization. Certain protocols laid down by the Insurance Regulatory and Development Authority (IRDA) with respect to cashless hospitalization will need to be adhered to strictly.

What procedures should I follow to avail the facility of cashless hospitalization at M.S.Ramaiah Memorial Hospital?
Hospitalization happens under two circumstances – planned and Emergency, Pre-authorization of the estimated hospital expense is a must to avail this facility.

Planned Hospitalization:
In the case of a Planned admission, you would have first consulted a doctor who in turn would have advised you on the probable date of hospitalization. In such a case, you must have applied for an approval of the estimated hospital expenses directly with your TPA at least 4-5 days prior to the date of hospitalization.

In case you have not applied for a pre-authorization sufficiently in advance or if the treating doctor you to get hospitalized immediately after the consultation, the admission counter / ward secretary will assist you through the pre-authorization procedure.

However, you will need to bear in mind that the hospital is only a facilitator and can in no way influence the decision on the approval. The approval can be turned down by the TPA / Insurance company.

The pre-authorization procedure is detailed below:

Step 1: Establish contact with the admission counter at the Hospital.

Step 2: At the admission counter, you need to present the original health insurance card issued to you by your TPA.

Step 3: Collect the pre-authorization will forms pertaining to your TPA.

Step 4: Your pre-authorization will have two sections: -

a) General details on the health insurance policy – to be filled in by you (the admission counter / ward secretary will assist you in case you have any difficulty)
b) Pertains to the treatment recommended for you – needs to be filled in and duly signed by the Doctor who is treating you (do not attempt to fill this section, contact the ward secretary in case of any difficulty).

Step 5: Return the complete form to the ward secretary. The ward secretary will verify the form for its completeness and let you know in case of any discrepancy.

Step 6: Once the form is completed in all respects, the Insurance Desk will fax the form to the office of your TPA.

Step 7: The Insurance Desk will revert to you on the approval status.

Emergency Hospitalization:
In case of emergency hospitalization, the Insurance Desk will take up your case on a fast track basis with your TPA and follow up the approval at the earlier.

For cashless treatment it is mandatory for the hospital to have an approval from your TPA. In case of delay in receiving the approval or when you cannot wait for receiving the approval owing to medical urgency you can undertake the treatment by paying the necessary cash deposit.

If you receive approval from your TPA after paying the cash deposit, you are entitled for refund of the cash deposit.

What do I do if I do not get approval on my cost treatment till the time of discharge at the hospital?
Cashless hospitalization is linked to the approval of the estimated expenditure on your proposed treatment. In case you do not get your approval you will need to bear the entire expenditure incurred on the treatment. Therefore it is always prudent to get approval and then get yourself admitted. You could explain the benefits of getting the approval before the date of your admission to your treating doctor as well when he recommends an immediate admission.

At M.S.Ramaiah Memorial Hospital the insurance help desk will not entertain any request for a refund of the amount paid if the approval comes after the process for your discharge has commenced.

Under what circumstance will the request for cashless hospitalization not be entertained?
Normally your request for approval might be rejected when:

Information contained in the pre-authorization form is insufficient for the TPA to arrive at a decision and further information is not available for various reasons. However the chances of rejection under this criterion are rare since the Insurance Help Desk at the hospital is experienced in complying with pre-authorization formalities and will advise you suitably.
The ailment for which hospitalization is being sought by you is not covered under your insurance policy for reasons like pre-existing aliment, specific exclusions (accident admission under the influence of alcohol)
You have exhausted your eligible Medical insurance cover for the year.

What do I do if the actual medical expenses overshoot the pre-approved amount?
In case your hospitalization expenses exceed the pre-approved amount, you can approach the Insurance Help Desk to apply for an enhancement of the pre-approved amount.

The Insurance Help Desk will apply for an enhancement on your behalf with the TPA and provide the necessary documentation. In case you have not exhausted your medical insurance limit, it is most likely that your TPA will approve the application for the enhancement – either for the requested enhanced amount or up to your insured limit after deducting the value already utilized by you during the year – whichever is less.

If the TPA turns down the request for enhancement you will need to pay the amount incurred in excess of your approved amount directly to the hospital before the discharge.

Does cashless hospitalization cover all medical expenses?
For complete details on the medical expenses that are covered, and those that are not covered you need to go through your health insurance policy. However, in general, the expenses listed below are not reimbursable under cashless hospitalization.

Registration / Admission Fee
Telephone Charges
Visitors / Attenders Charges
Ambulance Charges
Charges for Diet, which is not part of the administered treatment
Document charges
Toiletries
Non-Medical Expenses
Service Charges
Tena Pads / Diapers / Nebulizers Mask / O2 Mask etc which falls on medicines category.

These need to be settled by you directly to the hospital at the time of discharge.

In case of cashless hospitalization, what are the documents the hospital requires form me at the time of discharges?
All the original documents including bills, lab reports, discharges summary and claim form. All the original documents duly signed by you need to be submitted to the hospital.

Who is the TPA’s with whom has a tie-up?
M.S.Ramaiah Memorial Hospital has a tie up with several TPA’s (current list is given below). However this is dynamic and will change from time to time. Kindly contact the Insurance Help Desk for an updated list.

Alankit Health Care Limited 42, E 2nd Floor, No.46, Lalbagh Road, Bangalore – 560027 Ph: 080- 41575680, fax: 41575689 www.alankit.com	Bajaj Allianz General Insurance Ltd #105 A “ Cears Plaza 1st Floor, 136, Residency Road, Bangalore – 560025 Ph: 22075073, 22075156 fax 080-22075188 www.bajajallianz.co.in
E-Meditek Solutions Ltd #208, Oxford House, 15, Rustom Bagh Road, Near Airport Road Bangalore – 560007 www.e-meditek.com	Family Health Plan Limited No.1, 2nd Floor, 11th Main Millers Point, VasanthNagar, Bangalore – 560052 Ph: 22356253 fax 080-22356255 www.fhpl.net
Genins India Limited 390, 17th E Main, 5th Block KHB Colony, Kormangala, Bangalore – 560095 Ph: 25503980 www.geninsindia.com	Medi Assist India Limited 3rd Floor, No.49, 1st Main Road, Saraki Industrial Layout, J.P.Nagar, 3rd Stage Bangalore – 560078 Ph: 26584811 fax: 080-26584812 www.mediassistindia.com
Medi Care TPA Services India Pvt Ltd F-3, 1st Floor, Naveen Appartments, No 10, 13th main, Vasanthanagar, Bangalore – 560052 Ph: 41126241 www.medicareservicesindia.com	Paramount Health Services Pvt Ltd 10/1, 1st Floor, Queens Road, Bangalore – 560052 Ph: 22371234, 41131449 fax: 080- 41127990 www.phmhealth.net
Raksha TPA Pvt Ltd #25, Ashriwad, 4th B Cross, 59th Main, 2nd Stage, BTM Layout, Bangalore - 560076 www.rakshatpa.com	Swasthik Accident care Limited 399, Kamadhenu Corner, 2nd Floor, 3rd Stage, 1st Main Manjunathnagar, WOC Road Bangalore - 560010 Ph: 23207099, 23309881 www.swastik-sac.com
Star Health & Allied India Ltd Business Center, No.S-1 (55), 2nd Floor, PSN Plaza, DVG Road, Basavanagudi, Bangalore - 560004 Ph: 080-41508111, 41508112 www.starhealth.in	TTK Health Care Services Pvt Ltd #7, JeevanBhima Nagar Main Road, HAL 3rd Stage Bangalore - 560075 Ph: 51155030 www.ttkhealthcareservices.com
United Health Care India Limited No.56, 5th Main HAL, 2nd Stage, Kodihalli Bangalore – 560008 Ph: 5216549, 5216550 fax: 5272620 www.uhcindia.com	Vipul Medcorp Pvt Ltd 153, Mallige Complex, KHB Colony, Kormangala 5th Block, Bangalore – 560095 Ph: 64522966 www.vipulmedcorp.com

GLOSSARY

Given below are a few frequently used terms pertaining to medical insurance that you need to be familiar with.

• Cashless Access: A special benefit extended by an insurer or by the assigned TPA for availing medical treatment as an inpatient without the necessarily to pay the treatment costs up front to the hospital. Under this procedure the payment due to the hospital will be met out either by the insurer / TPA, (subject to insurance policy and conditions) for reimbursement by the hospital. The hospital cam claim in accordance to the pre-authorized limit and additional cost as envisaged by the enhancement In any case the upper limit of this facility cannot exceed the sum insured under the contract of insurance.

• Denial: Repudiation of a Pre-Authorization request / Admission liability / cashless facility and or settlement of a claim under the insurance contract.

• Discrepancies: Any difference between the amount claimed and admissible amount and also any violation of terms & conditions of the insurance policy or agreement.

• Domiciliary Hospitalization: Medical treatment for period exceeding 3 days for such illness / diseases / injury which in the normal course would require care and treatment at a hospital but is actually taken whilst confined at home under certain circumstance (where the patient cannot be moved to the hospital or due to lack of accommodation – as per the definition of insurance policy)

• Enhancement: Situation when insurer seeks to increase the limit of the authorized claim amount resulting from extension of hospitalization.

• Exclusions: The items that are specifically and expressly removed from the scope of the insurance contract and hence are not payable.

• Hospitalization: Medical treatment after getting admitted in a hospital.

• Insured / Policy Holder: Individual who by paying a premium, secures himself to receive medical treatment up to a fixed sum of money in the even of injury, loss or damage to his body.

• Insurer: A corporate body licensed by IRDA for underwriting various insurable risks against any or all insurable perils with an assurance to make good the loss in an unforeseen eventually

• IRDA: Insurance Regulatory & development Authority, a body constituted under the ministry of Finance to deal with licensing, regulating and monitoring all activities relating to the insurers, brokers, agent, corporate agents and the TPA’s.

• Limitations: Restrictions in the operative clause of the insurance contract to the limit of benefits use etc.

• Mediclaim Card: A card issued by your TPA with a primary purpose of identification. This contains the policy number, name and validity period. Many of the TPA’s prefer to place insured’s photograph & signature to improve its authenticity. Though it is being popularized as a cashless card, it serves only as a means to avail cashless benefit subject to the terms & conditions of the policy.

• Mediclaim Policy: An insurance policy that covers hospitalization expenses incurred during an inpatient hospitalization. Please check terms and conditions of the policy to understand the nature and the scope of risk covered.

• Medico Legal Case: A situation arising out of treatment at the hospital for any bodily injuries sustained in an accident or an attempt of suicide, which needs to be intimated to the police and other concerned authorities for any investigations and procedures. (Burns, Suicide, RTA, Assault)

• Network Hospital: An hospital which has entered into an agreement / MOU with an insurer or a TPA to request preauthorization, extend cashless facility and accept payment at a later date on submission of bill complying to the policy requirements. Those hospitals who do not have a prior agreement for cashless hospitalization with your insurer / TPA are called non-network hospitals.

• Planned Hospitalization: Taking advantage of the medical condition where one does not require immediate hospitalization (as it would not effect his quality of life in any way), the insured seeks pre-authorization sufficiently in advance of actual admission in the hospital for treatment on cashless basis.

• Policy Terms & Conditions: Terms and conditions outlining the details and the limitations of the insurance contract indicating the requirements for fulfilling or adhering to the contract of the insurance.

• Query: Clarifications requested to dispel any doubt pertaining to the line of treatment and the contract of insurance.

• Reimbursement: A facility under which the insured can claim the expenses borne by him during hospitalization, which is otherwise claimable under his insurance contract.

• Toll Free Number: A telephone number (calls to which are not charged) provided by your insurer / TPA to get in touch with them for any clarification.

• TPA: A corporate body licensed by IRDA for processing and setting on their behalf, claims arising under medical insurance policies and to co-ordinate with hospitals for all relevant and related processes.

This is for public knowledge. It should in no way be constructed as legally binding on M.S.Ramaiah Memorial Hospital.

PATIENT HANDBOOK

Welcome to M.S.Ramaiah Memorial Hospital

On behalf of the entire team at M.S.Ramaiah Memorial Hospital we wish you a pleasant stay and speedy recovery.

Your doctor will have complete charge of your care while you are with us. A competent team including nurses, technicians, technologist and administrative personnel supports our doctors.

The staff will do their best to provide an efficient service so as to aid your speedy recovery. This booklet provides you with information on our admission procedures, facilities and services that will make your stay with us a pleasant and comfortable one. Please feel free to ask any questions that this booklet does not cover. Our staff will be delighted to be of assistance.

On behalf of the team at M.S.Ramaiah Memorial Hospital,

We wish you a “Better Health For A Better World”

Dr.Naresh Shetty
Medical Director

ADMISSION TO THE HOSPITAL
Your doctor has arranged for you to be admitted in M.S.Ramaiah Memorial Hospital to undergo medical treatment. To begin the process you or a member of you family will need to meet a member of the reception to complete the admission formalities at the admission counter.

Here you need to handover to the reception personnel the admit card given to you by the doctor and also fill in the admission form. You also need to pay a certain amount as deposit at the time of admission. You will also be handed one attendant pass, which the attendant has to carry at all times.

ROOMS
At M.S.Ramaiah Memorial Hospital you have a choice of the following accommodation.

Suite (A/C)
Deluxe (A/C)
Private (A/C) / Spl
Semi Spl
Semi Private
General Ward / Economy Ward

All attempts will be made to provide you with the type of accommodation that you choose. However, at times, a particular room of your choice may not be available. This may be because all the rooms are occupied or booked. In such cases the hospital will allot you the best alternative room. Request for room change can be made to the Admission office at 3061 / 3081 that will attempt to meet your request as soon as possible.
When the hospital is running full, you may leave your nane and telephone no.& choice of room the admission desk will call you as soon as your accommodation is available.

DEPOSIT
A deposit should be made at the time of admission, which will vary according to the choice of accommodation. Please enquire for the sum payable. Subsequent deposits will be intimated to you depending on your treatment. Please ensure that the deposits are paid within 24 hrs.

INSURANCE
If you have a health insurance cover, kindly contact the admission counter / Insurance helpdesk for the necessary details.

PERSONAL BELONGINGS
Pack light when you are coming to the hospital for admission. You can bring your personal articles of use like toiletries, nightdress and slippers for a more comfortable stay.

Please do not carry sums of money or valuables with you. Kindly ask your relatives to take care of your valuables for you, as the hospital will not take responsibility if they are lost.

ROOM SERVICE

DIETARY SERVICES

Your diet is an important part of your treatment. Therefore food from outside is not permitted. All diet will be supplied as per the dietician’s instructions, which will visit each patient and it is important that you follow this during your stay in the hospital.

The hospital offers only a choice of vegetarian diet. Inform the dietician of your choice of food. This service is also available for the patient attendant at an additional cost.

Our service timings are:

Morning Beverage : 6-30 a.m.
Breakfast Timings : 8-00 a.m.
Lunch : 12-00 noon
Evening Tea : 4-00 p.m
Dinner : 7-30 p.m
Milk : 8-30 p.m
You can contact the dietician at: Extn.3028

HOUSE KEEPING

The housekeeping department is incharge of maintaing the cleanliness of your room.

Your rooms will be cleaned 4 times a day by the housekeeping staff.
Hot water is supplied between 6.A.M to 9 A.M in all rooms
Newspaper will be provided.
The housekeeping department can be contacted for drinking water, change of linen, etc.
Linen will be provided by the hospital for the patient. Patient attendants may however bring their own linen if needed.

STAY FOR ATTENDANTS
One attendant per patient is allowed in the private and deluxe wards. The attendant must carry the pass with then at all times.

No attendant will be allowed after 8 P.M in the general and semi special ward.

ROOM AMENITIES
All rooms have been designed keeping in mind your comfort. Private and deluxe wards are provided with air- conditioning. Rooms above general wards have their own bathroom facility. Nurse call systems have been provided in each room.

TELEVISION
Private / Deluxe / Suite rooms are provided television with cable facilities. Television is set to receive various satellite channels. Kindly do not change the tunings. If you need assistance regarding television you can contact the maintenance personnel.

TELEPHONES
Telephone facility is available in private / deluxe / suite rooms. Please dial operator for making local calls (Dial 9) and Rs.5/- pulse is charged. Kindly ensure that the receiver is replaced properly after the call. PCO’s are also available

PHARMACY
The pharmacy at M.S.R.M.H provides you with all kinds of medication. A online prescription is made by the nurse or the resident doctor on all medication ordered by the consultant. These medicines will be billed to your account. In cases of emergency, drugs will be provided which should then be replaced by you.

BLOOD BANK
The hospital has an approved and licensed blood bank that maintains blood and blood products. The hospital obtains its supplies only from replacement and voluntary donors. If you are to undergo a surgery that required blood / blood products, you may be asked to arrange for replacement donors. In case you may contact any of your known friends / relatives and direct them to the blood bank. To allow time for appropriate testing and receipt of these blood units, donations must be made prior to planned surgery or transfusion. For any further clarification regarding blood donations you can contact the blood bank at Extn: 3100.

AMBULANCE SERVICES
Ambulance service is available for transportation of the patient. If ambulance service is needed please notify the front office at Extension 3081.

HEALTH CHECK UP PLANS
The M.S.Ramaiah Memorial Hospital offers a variety of health packages

Pre Employment Health Check Up
Executive Health Check Up (Regular)
Executive Health Check Up (Master)
Cardiac Health Check Up
Diabetic Health Check Up (Regular)
Comprehensive Diabetic Health Check Up
Well Child Screening
Teen Health Check Up
Pre-Marital Health Check Up (Women)
Pre-Martial Health Check Up (Men)
Well Women Health Check Up
Ante Natal Screening
Senior Citizen Health Check (Women)
Senior Citizen Health Check (Men)
Cancer Detection Health Check (Women)
Cancer Detection Health Check (Men)

OTHER AMENITIES

Counseling to patient attendants at MICU – 12 to 1 PM.
ICU patient view in TV - 5 P.M to 6.P.M
Waiting area for ICU patient attendants
Cafeteria at the basement
Travel Agent at the basement
Foreign Exchange Counter at the basement

GENERAL INSTRUCTIONS
To ensure that you and your neighbour’s stay is pleasant in the hospital we would appreciate your co-operation in the following

SMOKING
Smoking is not permitted in the hospital premises.

SILENCE
Silence is to be maintained in the hospital premises. Patient relatives are requested not to crowd in the patient’s room. Keep children supervised and their noise to a minimum. Patients are requested to keep the volume of their television sets to a minimum.

VISITING HOURS
Visiting hours is from 5.P.M to 7 P.M children below the age of 10 years are not allowed at all. Only 2 visitors at a time are permitted. Such visitors may visit the patient only when the security hands over the pass to them. These passes should be returned at the end of visiting hours.

BILLING
Your bill will be a comprehensive one, with all charges included, and no payments should be made outside of what is specified in your bill. Details of patient bill will be clarified there & then. & showed on your bill also. In case you have any queries, you are requested to contact the billing department located in the fourth floor or ward secretaries. All outstanding bills must be cleared promptly. Every two days, you will receive a statement of charges accrued to your account. Your attendant should review these bills so that you can make payment on time. Prompt clearance of your bills will help facilitate your discharge. Entire billing process will takes 2 to 3 hours.

Please contact the billing department for any help you require in this regard. Your admission / security deposit will be adjusted only against your final bill at the time of discharge. Payment can be made either by cash, credit card or debit card. Cheques are not accepted.

SPONSORED ACCOUNT
If your account is to be paid by your company or insurance agency please ensure that you provide the required letter of authorization. The hospital will provide you with all facilities and services that have been specified by your company. In case off any deviation the extra amount will be billed directly to the patient. (Telephones, Diet, Registration, Ambulance, Etc)

DISCHARGE INFORMATION
When your doctor approves your discharge and indicates it in the file your discharge process begins. Allow 2 to 3 hours for processing your bills after which a family member will be intimated in your ward & you may pay the bill in cash counter in second floor 9:00am to 8:00pm. The patient discharged after 8:00 pm payment can be made in Emergency cash counter near A & E will be opened (8:00 pm to 9:00 am). The billing receipt must be shown to the ward nurse, who will then hand over your discharge summary and reports. Discharges patients are advised not to stay in the hospital after discharge formalities are over.

CHECKLIST

Going home is a happy time for you, so remember
Have you checked the wardrobe, beside furniture and bathroom, for personal items?
Have you received prescriptions from your doctor and do you understand the instructions?
Have you booked a follow up appointment with your doctor surgeon?
If authorization is obtained discharge becomes easy. In case of queries there may be some delay. In case of enhancements also there may be a delay. Kindly be prepared for a 4 to 6 hours wait.
If you are in a hurry and cannot wait you may pay and go. If authorization is obtained you will be intimated to collect your refund.
Have you returned the attendant pass to the admission counter?
Have you returned your feedback form with suggestions to the ward secretary?

FEEDBACK
We would appreciate if you would take time to complete our feedback questionnaire. Your feedback is important to us, as it will help us to serve you better. If your child is a patient please reply for him or her.

GRATUITIES
It is our aim to provide you with the highest standard of care and our employees are pleased to provide you their services. Our policy refrains staff from accepting gifts or cash from patient. We request you to help us in implementing this policy.

KNOW YOUR HOSPITAL
M.S.Ramaiah Memorial Hospital is a multi specialty, state of the art one stop center, for all medical disorders. The hospital offers the patient the services of highly qualified expert doctors, trained paramedical staff and avant-grade in-patient and out patient facilities.

The hospital consists of 6 floors in total. The patient rooms are from third to the sixth floor. The layout of the hospital as follows:

BASEMENT

Auditorium
ICU Attendant waiting area
Yatrik Travels
Lotus (Foreign Exchange)
C.S.S.D

GROUND FLOOR

Accident & Emergency Care
Registration & Enquiry
Executive Health Check Up
Public Relations
Cardiology OPD
Nephro Urology OPD
Cardio Thoracic and vascular Surgery
Physiotherapy
Dialysis
Radiology & Imaging
Vascular Surgery OPD
OBG OPD
Pediatric Surgery OPD
Orthopedics OPD
Medicine OPD
Chest Medicine OPD
Pediatric OPD
Surgery OPD
Plastic Surgery OPD
Pharmacy

FIRST FLOOR

Blood Bank
Neuro OPD
Gastroenterology OPD
Endocrinology OPD
Foot Care Clinic
Dietician
Clinical Immunology
ENT OPD
Ophthalmology OPD
Dermatology
Dental OPD
O.T Complex
Cardiac ICU
Cath Lab
General ICU (MICU)
Neonatal ICU
PICU

SECOND FLOOR

Administrative Block
Accounts
Offices of the Medical Director, Joint Medical Director
Telephone exchange
Medical Record Section
Computer Section (IT Dept)

THIRD FLOOR

301 – 328
Step Down ICU
Labour Room

FOURTH FLOOR

401 – 428
Step Down ICU
Billing
Customer Relations

FIFTH FLOOR

501 – 528
VIP Suite

SIXTH FLOOR – (Cardiology)

601 - 628
VIP Suite
Cash Counter
Administrative Block

GUIDELINES

PLEASE CONTACT THE WARD INCHARGE FOR ALL YOUR REQUIREMENTS.
PAY ADEQUATE ADVANCE AND OBTAIN RECEIPT, TO AVIOD INCONVENIENCES.
BILLING AND DISCHARGE FORMAILITIES TAKE TIME SINCE ALL DETAILS HAVE TO BE OBTAINED. WE REALIZE YOUR ANXEITY AND WILL TRY TO CLEAR ALL FORMALITIES AS EARLY AS POSSIBLE.
NO ELECTRICALS GADGETS ARE PERMITTED.
SWITCH OFF OR PUT IN SILENT MODE & PLEASE AVIOD TALKING LOUDLY ON MOBILE PHONES.
CHECK THE VISITING HOURS. AVIOD TOO MANY VISIYORS. IT WILL HELP THE PATIENT AVIOD CROSS INFECTION.
PCO’S ARE PROVIDED FOR ATTENDANTS AND VISITORS.
MANAGEMENT WILL NOT BE RESPONSIBLE FOR LOSS OF CASH OR VALUABLES.
NO PETS ARE ALLOWED INTO THE HOSPITAL
TENDER COCONUTS ARE NOT ALLOWED IN TO THE HOSPITAL.
PLEASE DO NOT PAY TIPS TO ANY STAFF
THIS IS A NO SMOKING ZONE. AVIOD SPITTING
USE THE DUSTBIN FOR DISPOSING WASTE.
MAINTAIN SILENCE. AVOID USING MOBILE PHONES IN THE PATIENT CARE AREAS.
DO NOT USE THE LIFT MEANT FOR PATIENTS.
IN CASE YOU NEED ANY HELP PLEASE CONTACT THE P.R.O (EXTN: 3060.OR CUSTOMER RELATIONS (EXTN: 3494 / 3493)
NO OUTSIDE FOOD IS ALLOWED.
DO NOT BRING INFANTS & CHILDREN TO HOSPITAL THEY ARE DELICATE AND PRONE TO PATIENTS INFECTION.
HELP US TO SERVE YOU BETTER.

VISITING HOURS

(ETIQUETTE & PROTOCOL)

Visiting Hospital is not a happy situation.
There is an art to visit the hospital. You can offer support to a patient at a time when she / he feels the most vulnerable. Here’s what best during a hospital visit.

Call ahead to familiarize with the visiting hours. There is a reason for posting these timings. The non-visiting hours are the hospital’s time when there is abuzz of activity: right from the visit of doctors to cleaning, tidying and changing, moreover, the patients tire easily and that is also one of the reasons why the visiting hours are restricted. If your hospital insists on strictly implementing the visiting hours, don’t argue next time. Complaining that your trip is wasted, or that you don’t have time to come later is hardly relevant. Think back are you there for yourself, or to wish a speedy recovery to someone you care about?

Do knock on the room door before entering or even if the door is open. Once you are there, keep the visit short. Long visit can tire a patient, even when she / he seems to relish a long chat.

When you greet the patient, take his / her hands gently, never hug. Most people when they are sick do not like to be touched, especially if they have had surgery.

Talk audibly, not too soft or too loud.

Be polite and stand if there are not enough chairs. You are only going to be there a short time, anyway. Never, sit on the bed: it cramps the patient.

Avoid using strong perfume or cologne. It can gag even healthy people.

Don’t take little children, especially babies for these for these visits. They can get boisterous or querulous, getting on everyone’s nerves.

Be upbeat and talk only about happy situations not about bad news. Don’t go into your past illness or your not so satisfactory experiences.

If there are family members or other relatives visiting, say a quick hello, wish the patient a speedy recovery and leave. The same goes, if either the nurse or doctor comes into check patient: be polite and leave the room.

Above all, remember that patients are in the hospital because they are sick. Never express negative feelings during your visit. If you have nothing pleasant to say, keep quiet and just smile. Keep in mind that the whole point of visiting patients in the hospital is to cheer them up.