Hindi
  • Tuesday | 27-June-2017

Citizen's Charter

Citizen's Charter

Preamble

The National Institute of TB & Respiratory Diseases continues to provide dedicated patient care and endeavours to improve its services on a constant ongoing basis.  This commitment towards rendering better patient care emanates from our Mission guidelines, which are as under:

Total dedication to understanding and fulfilling patients need;
Total devotion to providing efficient and reliable patient care services;
Efficient prompt and courteous service with dedication to integrity and fairness;
Motivating the patient for helping themselves as well as the Institute to serve them better;
Total commitment to providing challenging and rewarding career for every employee;
Transparency of functioning;
Periodic regular monitoring of functioning.

Objective

This Citizen’s Charter is an expression of our commitment toward improving our services offered to make them more efficient and responsive and at the same time making our working more transparent to our valued patients. This Citizen’s Charter is an attempt to bring the institute closer to its patients in the society.

The charter also gives priority to the need of the senior citizens.

Standards of Service

This is a referral Institution providing tertiary level care;
It is a specialised Institution for the care of patients suffering from only Tuberculosis and Respiratory diseases.  Medical care is provided to all such patients who come to this Institution;
The standards are influenced by patient load and availability of resources which are generally under strain.  However, all efforts are made to give the best of care and prompt attention to all users in a courteous manner.

Services Provided

Diagnostic and treatment facilities for tuberculosis and other respiratory diseases such as Asthma, Bronchitis, Lung Cancer etc.; 
Patient outreach services through 18 DOT Centres near patients residence (Annex);
Thoracic Surgical for all types of Lung Surgery;
Respiratory Intensive Care Unit (ICU) for very serious patients;
520 bedded hospitalisation facility ;
Sophisticated investigation like CT Scan, Ultrasound, Bactec TB Diagnosis and Lung Function Testing;
Support departments of Microbiology, Pathology, Radiology, Physiotherapy Unit, Health Education, Epidemiology, Hospital Waste Management;
Special clinics for Non-TB Chest Diseases, Thoracic Surgical patients and Paediatric Asthma Clinic are run in the afternoon.

Ancillary Services

Mortuary services;
Subsidised canteen for patients, their relatives and hospital staff;

Public telephone booth;

Adequate drinking water & toilet facilities;

Lifts for access to higher floors;

Stand-by generator to cater to emergency services in case of breakdown of electricity.

Patient Care Charges

The services are provided free of cost and receipt is given if any charge is taken for special investigations;
One time registration charges of Rs.10/-;
Hospitalisation charges of Rs.200/- for each free admission;
Hospitalisation charges of Rs.450/- per day for paying/ sponsored patients;
ICU Hospitalisation charges of Rs.1000/- per day for paying/ sponsored patients.

Enquiries

Location guide map is available and directional sign boards are fixed at different sites;
Enquiry counter exists at the reception which function during the normal working hours of the Institute;
Clinical Psychologist and Medical Social Worker are available to help and guide the patients;
Health Visitors are provided to guide the patients to the respective DOTS centres near the place of residence.

Timings

OPD : Morning 09.00 AM to 01.15 PM
Afternoon 02.00 PM to 03.00 PM  ( Clinics :- Surgical & Pulmonary Rehabiliation clinics
Investigations 09.00 AM to 12.00 Noon
Urgent investigations 12.00 Noon to 04.00 PM

 

Visiting Hours : Summer 04.30 PM to 06.00 PM

(Indoor ) Winter 04.00 PM to 05.30 PM

Grievance Redress

We do our best to serve you whether it is in the Out Patient Department (OPD) or In Patient Department.

But you may not be fully satisfied with our services and as a result you might want to bring it to our notice.

To take care of your complaints and suggestions we have a public grievances redress system. You can lodge your complaint addressing to the Public Grievances Officer/AMS/Director of the Institute regarding the quality of service that you have received. Your complaint will be acknowledged. Your complaint will be attended to and disposed off at the earliest.

These officers are available during the working hours of the Institute in their respective offices.  Their contact Numbers are as follows:

Director (26963335 – Office)

AMS      (26517827 – Office)

Grievance Officer (26517826, 27, 29, 30 Extn. 403)

Patient Obligation

The Institute understands the urgency for attending to the sick patients.  However, everyone cannot be attended at the same time and patients are requested to maintain orderly behaviour and wait for their turn in different departments;
Tuberculosis being an infectious diseases, it is desirable that all patients cover their mouth by coughing / sneezing and talking to the health providers.  Indiscriminate spitting in the hospital premises should be avoided to prevent further spread off infection;
The relatives of the hospitalised patients should ensure that there is no over-crowding in the wards during the visiting hours and they should also strictly adhere to these timings.  This will help us to serve the patients better;
The Institute is a “No-Smoking Zone” and everyone should refrain from smoking.  Further, in order to maintain the cleanliness of the Institute, rubbish should not be indiscriminately thrown but in the rubbish bins provided at different sites should be used.