Patient Guide

Our streamlined procedures, quick response time, efficient services and the spirit of caring guides all our staff makes sure every patient gets top priority. After all, your health is in our hands and we take that responsibility very seriously.

Our Patient Guide tells you all you need to know about your stay with us, from accommodation of your choice to the time of discharge. Should you have any queries, your Nurses’ Station or Public Relations Office will be happy to assist.

Do remember to fill out our Patient Feedback Form as we welcome both constructive criticism and compliments!

Our admission procedure is streamlined, quick and designed to guide you through the formalities with minimum paperwork.

The Admission Counter is located on the ground floor in the new annex.

Planned Admission

Admission Advice Slip: If referred by your doctor or one of our consultants, submit the Advice Slip at the Admission Counter.

Patient ID: On admission, you will be assigned a unique identification number or In-Patient Number (IP No), which is your reference for all hospital procedures including billing during your hospital stay.

Class of Admission: Choose a class of accommodation from General, Semi-Private, Air Cooled, AC Private, Delux or Suit. Booking is subject to availability. Please note that hospital and doctor’s charges vary with the class of accommodation you choose.

Forms: You are required to fill out a registration form and sign a consent form stating your approval of admission in the class specified and for rendering the medical services required by you.

Deposit: You will be asked to pay an advance deposit at the time of admission. This will be adjusted when your final bill is prepared.

Timings: Planned admission can be booked 24×7 on all days.

Emergency Admission

If you are in need of urgent medical attention, approach the Emergency Department on the ground floor at the entrance to the hospital.

After a medical examination, you may be admitted on the advice of the Casualty Medical Officer on duty.

Our rooms / wards are well-equipped and designed to facilitate excellent medical treatment and patient comfort. We pay special attention to hygiene, which is maintained across the board by trained housekeeping staff. In the interest of our patients, we request visitors to follow hygienic practices while in the hospital.

Type of Accommodation

Delux: Single AC room with attached bathroom, TV, sofa, telephone.

Suit: AC room with attached bathroom, TV, Sofa, Special bed for relative, telephone.

Private AC Room: Single AC room with attached bathroom, TV, sofa, telephone.

Single Air Cooled Room: Room with attached bathroom, TV, Sofa, telephone.

Twins Air Cooled Room: Twin-sharing accommodation with bathroom, Sofa, telephone.

Semi-Private Air Cooled: 5 beds with common bathroom.

General Ward: Separate for Males and Females, including 9 – 10 beds per ward with common bathroom.

* A Twins Air Cooled room taken on single-patient occupancy will attract full room charges
* Booking is subject to availability.

You or your next of kin is required to sign a consent form on one or more of the following occasions:

Admission: A consent form will be presented and must be signed at the time of admission. This applies to all types of admissions –

  • planned and emergency admissions
  • admission before surgery, and
  • Maternity admission.

Medical Procedures: During the course of treatment, your treating consultant may require certain medical procedures such as scans or an endoscopy to be performed. In this case, your consulting doctor or the doctor performing the procedure/s will explain the requirements, nature, options available, advantages, disadvantages and risks involved with the procedure, if any.

Patients or their next of kin are advised to clarify any queries they may have with their treating consultant before signing the consent form.

For patients aged less than 18, the consent form must be signed by parents or a guardian.

On admission, you are required to report to the Nurses’ Station on your respective floor. You will then be escorted to your room / bed.

Soon after you check in, a Resident Medical Officer (RMO) will attend to you.

During your stay, you may contact our Nurses’ Station for any queries you may have. The RMO on duty will regularly check on you. You may also request to meet the RMO at any time, should the need arise.

Your treating consultant will meet you during his / her visiting hours and in case of emergency, the RMO on duty will contact him / her.

What You Should Bring

  • Previous medical records if any.
  • Medications you take regularly.
  • Kindly bring only those personal items required to make your stay as comfortable as possible. These may include toiletries, hand  towels, nightwear and footwear. Hospital garments are not provided to patients in all classes of accommodation.

 What You Should Not Bring

  • Valuables, jewelry, large sums of cash.
  • Personal documents, credit cards.
  • TV sets, radio / transistor / laptop.
  • Flowers.

The hospital does not take responsibility for the safety and security of any personal items during your stay. The hospital has the right to charge for any hospital items that are missing from the room when the patient checks out.

Your consulting doctor will make a visit soon after admission. Subsequently, he / she will visit you during his / her visiting hours or in case of an emergency.

Patients are usually admitted under a single consultant though another consultant may be called in if required. Also in an Emergency / OPD admission, you will be placed under the care of the on-call / OPD consultant. This does not limit your choice of consultant and you can change the consultant, if desired, after informing the Medical Director.

In case you would like to see your consultant for an unscheduled visit, you may make a special request to the Nurses’ Station. Sometimes, the resident doctor or the ward sister may ask for a special visit of the consultant, depending on your clinical condition.

Every ward is overseen by a Nurses’ Station, where a team of nurses works in eight-hour shifts. Our nurses are well-versed in each patient’s case details and patients can rest assured they are in excellent hands. Each Nurses’ Station is supervised by a Ward Supervisor, who may be approached should the need arise.

A Resident Medical Officer (RMO), who works in shifts, is assigned to every Nurses’ Station. The RMO is responsible for the execution of diagnosis & treatment according to the consulting physicians’ instructions. He / she is the patient’s link to their consulting physicians. Any queries regarding medical issues may be addressed to the RMO on duty or your consultant during his / her visits.

We have 3 tier hierarchical order of doctors in your interest. RMO’s are supervised by an in house senior medical officer Incharge.

Training Programmes:

Our nurses are trained in-house by the heads of various departments. They also regularly attend lectures and symposia organised as part of the excellent Continuing Medical Education Programme conducted by Orange City Hospital & Research Institute. Since these programmes discuss current trends in medicine and healthcare, our nurses acquire a valuable perspective on various medical and surgical specialties.

Apart from routine patient care duties, our nurses are also assigned to specialty departments such as our Critical Care Units, Operation Theatres & Emergency Care. Again, the nurses in these departments are specially trained to discharge these specialty patient care services.

This emphasis on training and upgrading of nursing skills and practices makes it possible for our hospital to offer the best possible patient care.

Feedback:

Like we said, we pride ourselves on the quality of our nursing care and we’d love to have your feedback – compliments and criticism. Before discharge, do take the time to fill out our feedback form which is available with every Nurses’ Station/ PRO.

The hospital has a well-stocked in-house pharmacy that is available to patients only. Patients are advised to purchase medicines and other medical supplies from this pharmacy as it ensures that the drugs are not spurious. The pharmacy charges the MRP on all drugs and formulations as do other medical stores.

The pharmacy is located on the ground floor and is open 24×7.

Procedure

  • Take the prescription written by the doctor / nurse to the pharmacy.
  • The pharmacy will generate a computerized bill.
  • Pay this bill at the same cash counter.
  • Hand over your receipt and collect your medicines at the pharmacy.

The nursing staff will not arrange for patients’ medicines.

If you prefer to amalgamate your bill for medicines with your hospital bill, you may deposit an additional sum to cover these costs.

Excess Drugs: On discharge, you may return unused medicines and supplies to the pharmacy and collect a refund. Only sealed products are accepted. After inspecting the medical products returned, the pharmacy will tender a credit note which must be produced at the bank / cash counter to collect your refund.

A hospital is a place of rest and recuperation and we request visitors to strictly observe the relevant restrictions and regulations.

Hours: Visiting hours are restricted to specific timings as given below.

Age: Visitors must be aged 10 and above.

Number: Only one or two visitors are allowed per patient depending on the number of visitor’s passes assigned to the patient. This, in turn, depends on the class of accommodation.

Visitor’s Pass: A visitor’s pass is required by anyone requesting to meet patients during visiting hours. The hospital requests your cooperation.

Visiting Hours

Daily: 5 pm to 7 pm

Children aged below 10 are not allowed into the ICUs as they are susceptible to infection.

Patients in the ICUs can receive only one visitor at a time during the visiting hours designated.

Every patient, in all classes of accommodation, is entitled to Visitor’s Pass. These passes should be retained till the patient is discharged.

You can obtain visitor’s pass at PRA chamber ground floor.

The visitor’s Pass permits one relative / next of kin / attendant to remain with the patient at all times.

Misuse of the Visitor’s Pass is also liable for a fine as per the hospital’s policy.

We expect every patient and their relatives to observe these rules. No exceptions will be made.

Patients are advised to understand the nuances of the billing procedure to ensure clarity and speedy processing.

The hospital generates two types of bills – provisional bill and final bill.

Provisional Bill

Provisional Bills are generated on daily basis or they may be generated even earlier, depending on the case.

In case of clarification, contact the Billing Department on the ground floor, new annex.

Patients are required to settle their Provisional Bill within 24 hours. Payment is made to the billing Counter on the ground floor.

Please note, the deposit is adjusted only against the Final Bill and not against Provisional Bills.

FINAL BILL

At the time of discharge, the hospital will generate your Final Bill. This bill takes into consideration all Provisional Bills and the deposit paid at the time of admission. The transaction can be completed either by refund or recovery.

MODE OF PAYMENT

Patient convenience is a priority and we offer various options for payment of deposits and bills

  • Cash
  • Demand Draft
  • Credit Card (MasterCard and VISA card)
  • Bank of Maharashtra ATM is located on the ground floor.

Cashless Patients

Patients covered by health insurance plans can opt for cashless payment of their hospital bills. These patients are required to pay a deposit on admission. The deposit will be adjusted or returned on settlement of the claim by the TPA / Insurance Company. Patients can check facilities available at the TPA Department.

Corporate Patients

The hospital has also tied up with certain corporate firms to service the health requirements of their employees. Corporate account holders and TPA patients must complete all the formalities before seeking admission as well as prior to discharge.

  • Once your treating consultant certifies you for discharge, he / she will make an entry of discharge in your File.
  • The Resident Medical Officer on duty will then fill out your Discharge Card with details of your illness      and      future course of treatment. If you need to return for a follow-up assessment, this will be indicated. Drug prescriptions and other instructions will be also recorded.
  • After these formalities are completed, the file containing your case papers and vouchers will be   dispatched to the Billing Department.
  • Proceed to the Billing counter on the ground floor to pay your bill.
  • Present your Final Bill payment receipt and Visitor’s Pass to the
  • Nurses’ Station. This completes your      discharge formalities.
  • You will be given your Discharge Card and diagnostic reports, if any.
  • Check your room / bed and bedside table to make sure you have taken all your belongings.
  • Before you check out, take a couple of minutes to fill in the Patient Feedback Form. Your identity will not be disclosed to the hospital staff.
  • Collect your refunds and reports within 15 days, if pending.
  • Kindly bear with us for completion of discharge formalities. It will take 2-3 hours for formalities to get completed after consultant advises discharge. However in case of insurance/ medi claim/ empanelled patient, the discharge will depend on clearance from respective authorities which may take more hours.

Post-discharge, patients who are insured or entitled to medical reimbursement from their employers need to process certain documents with insurance companies or with their own organizations. It is prudent to complete all these formalities well before discharge.

If you need any assistance in this regard, you may contact the Medical Records Officer during working hours (10 am to 6 pm except on Sundays and public holidays). The Medical Records Department is situated in the 3rd floor Administration.

The officer will guide you with information on certificates that are necessary and how to obtain the same.

We suggest you visit the department at least a day prior to discharge.

Also, your ward sister will give you a Discharge Card at the time of discharge after you settle all your bills. Please retain the Discharge Card as it is required by insurers and most employers for reimbursement of medical expenses.

Patient care is a two-way street and requires transparency and trust between patient and medical and other staff at the hospital. Effective treatment and patient satisfaction are therefore possible only if patients as well as the personnel treating them observe certain basic principles that foster an environment of trust.

Also, just as every patient enjoys certain rights and privileges, he / she is obligated to fulfill certain responsibilities. A collaborative approach facilitates both medical and administrative processes.

Patient’s Rights

  • Right to considerate and respectful care regardless of beliefs, ethnic,  cultural and religious practices.
  • Right to prompt treatment in an emergency.
  • Right to information on facilities available.
  • Right to information on diagnosis, treatment, procedures and  medication.
  • Right to information on professionals involved in patient care.
  • Right to seek a second opinion on diagnosis / treatment.
  • Right to information on estimated costs prior to any treatment.
  • Right to details of billing.
  • Right to confidentiality of details regarding treatment. This includes communication and medical records.
  • Right to copies of medical records.
  • Right to refuse participation in human experimentation and research.

Patient’s Responsibilities

  • To provide accurate and comprehensive information about present complaints, past treatment, hospitalization and medication.
  • To provide written consent for certain procedures as required by the hospital.
  • To provide details regarding all known allergies to medicines and foods.
  • To diligently follow the doctor’s instructions.
  • To keep the doctor informed if the patient wants to change hospital / doctor.
  • To respect the autonomy of doctors / nurses.
  • To treat healthcare professionals with due respect.
  • To make prompt payment for treatment, wherever applicable.
  • To preserve all records and reports of treatment and produce them when required.
  • To follow the hospital’s rules & regulations.