Citizens Charter
CITIZENS CHARTER Version 1, Dated 31st. December 2015

Institute of Postgraduate Medical Education & Research and SSKM Hospital
244 Acharya Jagadish Chandra Bose Road, Kolkata 700020

MISSION
  • To provide high quality Patient care.
  • Attain self-Sufficiency in undergraduate, postgraduate and postdoctoral medical education and to meet the country's need for highly qualifiedmedical teachers in all medical and surgical disciplines.
  • Provide Educational facilities for the training of personnel in all important branches of health activity.
  • Undertake Basic Community based research.
  • The Charter is a statement that acknowledges the right to health, right of self-determination, the right to information, the right to respect for privacy, the right to religious and philosophical freedom.
  • Everyone has a basic right of access to an organized and structured health care system, in which the hospital, along with other services, fulfils its own role.
  • This charter intends to provide guidelines which enables citizens to better understand:-
    • The services & facilities available in IPGMER and SSKM Hospital.
    • The quality care & quality of services user are entitled to

Complaint redressal system through which complaints regarding denial or poor quality of service can be redressed.

LOCATION
IPGME&R is a premier tertiary care teaching hospital of the Govt of West Bengal located in the heart of the city of Kolkata spread over an area of 34 acres. It caters to patients from all districts of West Bengal and adjacent states of eastern India. It well connected by roads and railways. It has two entry gates one on Harish Mukherjee Road and the other on AJC Bose Road.

BED STRENGTH
The sanctioned hospital bed strength is 1775.

ENQUIRY AND INFORMATION ABOUT COLLEGE & HOSPITAL
Central Enquiry is located at the entrance of the Hospital Emergency Block. Enquiry counters and help desk also exist in the various OPDs and Emergency. All medical college related information is available at the Office of The Dean located in the ground floor of the New Academic Building. Details of the hospital and the medical college is available in its website.
Website: www.ipgmer.gov.in

HELPLINE
24 Hrs Helpline Number: 033-2204 1100

CASUALTY AND EMERGENCY SERVICES
Casualty and Emergency services available 24 hours daily throughout the year.
Depending on the nature of Casualty/Emergency which needs medical intervention, the patient is registered at the Casualty registration counter free of charge and medical care is provided promptly.

In addition to Casualty Medical Officers, Casualty has dedicated team of doctors from major specialties of Medicine, Surgery, Orthopaedics, Paediatrics, Obstetrics and Gynaecology and resident doctors, nursing staff, paramedics and ward boys to provide urgent medical services.

All endeavours are made to provide better medical care including all possible investigations (available in the hospital) and prompt treatment. However, at times, when there is extreme workload, cases that are not so urgent may have to wait for some time.

The treating doctors will call any specialist, who is available on call for urgent consultation as and when required. In serious cases treatment/management gets priority over paper work like Registration/Medico legal requirements. Casualty has a well equipped Emergency Operation Theatre for urgent surgery.

The Casualty is fully equipped with modern gadgets like monitors, ventilators, nebulisers, defibrillators etc.
All urgent investigations like Blood Biochemistry, Urine, Blood gas analysis, ECG, USG, X-ray are available for casualty patients round the clock.

Facilities for CT Scan and MRI are also available in the hospital campus.
All medicine and surgical items available in the Casualty are provided free of cost.
Facilities like wheel chair and patient trolley are available at the entrance of Casualty.
Telephone and public utilities like toilets and waiting area are available near the Casualty department.

OUTPATIENT DEPARTMENT (OPD) SERVICES
Location: Different OPD are located at various places of the hospital. The hospital has signage in various languages to assist patients to locate the OPD.

General OPD
Registration Time: 9.00 a.m. to 2.00 p.m. 
Consultation Time: 9.00 a.m. till all patient registered patients are seen

Speciality Clinics
Registration time: 9.00 a.m. to 2.00 p.m. 
Consultation time: 9 a.m. to 2.00 p.m. or till the cases are discharged

OPD registration card can be obtained by paying Rs. 2.00 at the various OPD Registration counters located in various places of the Hospital for consultation in general/speciality OPDs.

Referred cases from other hospitals should also get registered for consultation in the OPDs.

The OPD registration card should be renewed if more than three consultations are required.

The patient has the right to consult any doctor/consultant. For prior appointment with any consultant on his/her OPD days, the patient should contact his/her OPD.

Patients are seen on first come first serve basis. However, out of turn consultation may be provided in case of emergency or to senior citizens.

Speciality Clinics : for details, see OPD brochure displayed at OPD/Enquiry counter.

During OPD consultation, the consultant will fill up the requisition forms for various investigations and direct/guide the patient to the concerned lab/department.

Sample collection centre for blood, urine, stool etc at Pathology Lab in the Hospital Building.

Sample collection timings: 9.00 a.m. to 2.00 pm.

Certain particular investigations are done on particular days only.

Patient should obtain the investigation report on the date/time given for collection of the same from the concerned lab/department.

Investigations for OPD patients are done free of cost for all patients as per  Government of West Bengal notification. Depending on the work load, for certain investigations patients will be called on future dates by the concerned department. However, these may be done out of turn in urgent situations on recommendation of the treating doctor.

Many facilities are provided at OPD level, such as ECG, Plaster, Injection and immunization, contraception and MTP services, minor surgical intervention, physiotherapy etc.

The decision to admit a patient rests with the treating consultant. The patient will be admitted if there is a vacant bed available in the particular speciality. But in case of emergency, out of turn admission may be done.

Patients requiring medical certificates should apply for the same to the Office of The Medical Superintendent cum Vice Principal, IPGMER & SSKM Hospital, located in the ground floor of the Administrative building, who will send it to the concerned department for issuing the certificate. However, Medical Treatment/Fitness and other such certificates of admitted patients, issued by the consultant will be valid only if it is countersigned by the M.S.V.P of the Hospital.

INDOOR SERVICES
Majority of the hospital beds are free beds and some private cabins are also available in the different wards of the hospital. All departments have indoor facilities for treating patients.

CRITICAL CARE UNITS
The hospital has very well equipped critical care units - the ITU, ICCU, NICU, PICU etc for providing care for critically ill patients.

SPECIALITY CLINICS & SERVCIES
The hospital also has more than twenty speciality clinics for super speciality disciplines. The hospital also has state of the art facilities for Renal transplant and Liver Transplant, Cardiac bypass surgery and renal dialysis facilities.

DIAGNOSTIC & INVESTIGATION SERVICES
The hospital has MRI, CT Scan, Dexa Bone Mineral Density Scan, Digital Xray, ultrasonography and other imaging facilities. All routine and special (biochemistry, pathology and microbiology)  investigations facilities are also available. Some facilities are under the PPP model.

FAIR PRICE MEDICINE SHOP
In order to provide low cost medicines and devices like pacemakers, stents, orthopaedic implants etc for patients, the Govt Of West Bengal opened FP medicine shops under the PPP model. The first fair Price Medicine shop is located in SSKM Hospital near the emergency gate. It provides drugs and devices at a discounted rate of upo 67.5%.

OPERATION THEATRES
The hospital has 14 major operation theatres for major surgery and 3 minor OTs.

BLOOD BANK
  • A licensed Blood Bank is available in the hospital.
  • It caters to the requirements of patients.

PATIENT ASSISATNCE SERVICES
The hospital has several patient waiting areas, night shelters, filter drinking water and clean toilets for patients and relatives/accompanying persons of patients. There are several subsidized canteens in the hospital campus that provide basic meals at economic price.

PATIENT GRIEVANCE ADDRESSAL
Any grievance or complaint regarding hospital services can be lodged in writing to the Medical Superintendent of the hospital located at the ground floor of the administrative block. There are several drop boxes for lodging complaints. In case of any specific grievance, patients may directly contact by phone or personally meet the officials with prior appointment. The contact numbers of the MSVP, Director, Deputy Superintendent and the Assistant Superintendents of the hospital are provided in the institute website.

RESPONSIBILITIES OF USERS
The success of this charter depends on the support we receive from our users.
Please try to appreciate the various constraints under which the hospital is functioning. A large number of patients attend the OPD daily. Number of patients seeking Casualty/Emergency medical care daily is also huge.

Please follow the rules and regulations of the hospital while inside the hospital campus.

  • Please do not cause inconvenience to other patients by crowding or making noise unnecessarily.
  • Please help us in keeping the hospital and its surroundings neat and clean.
  • Please don't argue with security guards, show your passes when asked for and help maintain the order and peace inside the hospital premises.
  • Please use the facilities of this hospital with care and do not damage/spoil hospital property.
  • Do not indulge in any money transactions with touts and unauthorised persons.
  • The hospital is a NO SMOKING ZONE. Please do not smoke in the hospital.
  • Please refrain from demanding undue favours from hospital staff and officials.
  • Please provide useful feedback and constructive suggestions. These may be addressed to the Medical Superintendent of the Hospital.
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