Citizens Charter of Health and Family Welfare Department

This charter seeks to provide a frame work 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 services will be redressed.

This is a General Hospital. It provides Medical Care to all the Patients who come to the Hospital Quality of service depends upon availability of resources and patient load. Services are free for poor (income ceiling less than Rs.1000/- pm) and all in casualty.

This Hospital has – Beds Doctors Nurses (including supervisory staff) Doctors wear white coat, nurses and others in prescribed uniform. Enquiry counter exist in the OP Department during OP Department hours. Sign boards and guidelines are fixed at strategic points for guidance.

Round the clock on all days. Duty Doctor is available round the clock. In serious cases, treatment get priority over. Usual paper work like Registration, Medico-Legal requirements are overlooked. Decision rests with the Doctor.

Free diet is provided to poor patients. Staff Nurse is on duty round the clock in the Ward. Admitted patients should contact the Nurse on duty for any Medical assistance.

X-Ray …………………… MA Capacity. Ultra Sound Scan. E.C.G. Clinical Laboratory with Semi-Auto Analyzer. Blood Bank. Wheel Chairs and Stretches at O.P. Department and Casualty. Ambulance Services round the Clock. (Contact Phone No. …………..). Grievances and complaints can be made to the Civil Surgeon Medical Officer in-charge. Hospital Advisory Committee is there to improve the facilities, standard of service, etc.

There will be occasions when our services will not be up to your expectations. Please do not hesitate the register your complaint. It will only help us serve you better. There is a designated Medical Officer whose name and location is displayed in the Hospital for attending to all grievances. Every grievance will be duly acknowledged. We aim to settle your genuine complaint within 10 working days of its receipt. Suggestions / Complaint boxes are also provided at various locations in the Hospital. If we cannot, we will explain the reasons and the time we will take to resolve.

The success of this charter depends on the support we received from our users. Please try to appreciate the various constraints under which the Hospital is functioning. On an average patients attend the OPD and about patients are attended to daily in the casualty and emergency wards. Please do not inconvenience other patients. Please help us in keeping the hospital and its surroundings neat and clean. Please use the facilities of this hospital with care.

Beware of touts. The Hospital is a Non-smoking zone. Please refrain from demanding under favour from the staff and officials. Please provide useful feedback and constructive suggestions. These may be addressed to Medical Superintendent of the Hospital.

This charter seeks to provide a framework which enables our users to know: What service are available in Arignar Anna Government Hospital of Indian Medicine, Chennai. The quality of services they are entitled to. The means through which complaints regarding poor quality of service will be redressed.

This is a 239 bedded with six systems of Medicine, ie., Siddha, Ayurveda, Unani, Homoeopathy, Yoga and Naturopathy. It provides medical care to all patients who come to the Hospital. heroic diseases like Arthritis, Paralysis, Skin Diseases, Bronchial Asthma, Diabetes, Hypertension, Peptic ulcer, etc. are being treated with effective remedies. Yet we insist that all our users receive courteous and prompt attention.

Doctors wear white aprons and Nurses are in Uniform. All staff members wear identity cards.

Reception is located at the entrance of the hospital. Location guide map is available at the Reception. Boards indicating different areas of hospital are on display. Telephonic enquiries can be made through telephone numbers : 6216244, 6214844 The list of the faculty members of the college and hospital is displayed on board at the entrance lobby of the Institution. Duty Doctor is available round the clock.

Siddha treatment to AIDS patients at Government Hospitals of Thoracic Medicine, Tambaram. Research Wing in Cancer and AIDS in Siddha System of Medicines at Arignar Anna Government Hospital of Indian Medicine, Chennai.

All patients admitted in General wards of the Hospital are treated free of cost. Free diet is provided to all patients in the General Wards. One attendant pass is given to every admitted patient. Visitors are allowed only during notified visiting hours. A Staff Nurse is on duty round the clock in the ward.

Admitted patients should contact the Staff Nurse for any Medical assistance they need.

Reports are made available within the shortest possible time which will be specified.

This Hospital has the following services available. X-Ray - Week days 7.30AM to 1.00 PM Testing Laboratory Charges for various tests are displayed at the Reception of Hospital for poor patients, these charges can be waived partially or fully on the recommendation of the treating doctor. For every payment properly authenticated official receipt is given at the cash collection.

Wheel chairs and Stretchers are available on request at the main reception of the hospital for the facility of patients who are not in a position to walk. Ramp is available near ward. One Ambulance is available for use, round the clock for transfer of patients to other hospitals. Public Telephone Booth is available at one location in the hospital entrance area. Adequate drinking water facilities are available.

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. 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

Suggestions / Complain boxes are also provided at various locations in the Hospitals. A public grievance committee exists in DGHS on issues which are not resolved within the hospital. Name, designation and telephone number of the official concerned is displayed at the Reception.

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. Please do not inconvenience other patients. Please help us in keeping the hospital and its surroundings neat and clean. Please use the facilities of this hospital with care. The hospital is a NO SMOKING AREA. Beware of Touts. Please refrain from demanding under favours from the staff and officials. Please provide useful feedback and constructive suggestions. These may be addressed to Medical Superintendent of the Hospital.

To give Mother and Child Health Care: Mother and Child Health Care is provided at Health subject-Centre Level. All pregnant women are registered by Village Health Nurses and given Anti-Natal Care Five times during the period of pregnancy.

Tetanus Toxid injection are given twice. Anti-Natal Women are also given Hundred (100) Ferrous Sulphate Tablets (FST) Pregnancy complicated are also checked. Complicated pregnancy / delivery is referred to higher medical institutions by Village Health Nurses. Deliveries are conducted at Health subject-Centres. Specialists are available in hospital for giving proper care for complicated pregnancy. For Emergency Care during delivery people have to arrange vehicle and money well in advance.

Information like blood donation, operations, etc., may be obtained from Village Health Nurses Complication of pregnancy during Anti-Natal / Post-Natal period may be known from Village Health Nurses. Ask the Village Health Nurses to know about the MTP. Village Health Nurses / Dais are issuing condoms, Tablets, etc. freely for postponing next pregnancy. Male Para-medical workers are available to give information's on male related problems. Information regarding sterilization can be got from the Village Health Nurses/ Dais. For safe and clean delivery the Dais in the villages have been provided with delivery kit.

B.C.G. and OPU vaccines should be given to children within 14 days from birth. D.P.T. and Polio vaccines should be given thrice at the age of 6^th week, 10^th week and 14^th week of the child. Measles vaccine is given to the children at age of 10^th month. D.P.T. and Polio are given as Booster dose at the age of 18 months. Village Health Nurses are immunizing the children in the village itself once in a month. Village Health Nurses are available at Health subject-Centre for treating minor ailments like cold, fever, Diarrhea, etc.

Male worker visits the village twice and takes blood smear for fever cases to find whether the fever is a malaria. For positive cases of Malaria, Tablets for 3 days will be given to patient and blood smears are taken from all the other members of the family and people in the nearby household. Further arrangements are made for spray operations in the area.

Sputum's are collected from chronic patients of cough and cold and sent to Primary Health Centre for examination. If found positive for Tuberculosis treatment is arranged through Primary Health Centre for 6 months. Leprosy cases are treated up to one year through the Primary Health Centre staff.

Chlorination of water sources and disinfections of affected houses during diarrhea are done by male workers. Male workers are also taking action to remove garbage's and fly control measures through local bodies.

Treatment at Primary Health Centre is given from 8.00 AM to 11.00 AM and 3.00 PM to 5.00 PM. 2 Medical Officers are available at each Primary Health Centre. For Emergency Treatment Ambulance services are available on payment. Each Primary Health Centre is provided with 6 beds for in-patient’s treatment. Anti-Natal Clinic is conducted on every Tuesday. Immunization of infants is done every Wednesday.

Free blood examination is done to Anti-Natal mothers. Ferrous Sulphate Tablets (FST) are distributed to Anti-Natal Mothers. I.U.D. Insertion services are available. To know the Malaria positive cases, Blood smears are taken for fever cases. Sputum examination is done to identify T.B. cases. Blood smears are taken to identify the Filarial cases.

Rabies and Snake bite cases are treated both Day and Night. Deliveries are conducted at the Primary Health Centre. In-patients facility is available for other patients also. All medicines and check-up are given free to the patients with the monthly income less than Rs.1000/-

Medical Officers are staying and treating the patients 24 hours in a day. For sterilizations are done for Male and Female. Ambulance services are available on payment for transporting emergency cases.

To get Birth and Death extracts approach Village Administrative Officers for Rural are as and Commissioners, Executive Officers for Urban areas. Inform Guinea Worm cases, if any, to Health Subject-Centre, Primary Health Centre / Municipality and receive Rs.600/- for informing the same. MTP is done without cost. Leprosy is detected and treated. Eye examination is done and suggestions are given if necessary for eye operation. For informing Polio cases to Health subject-Centre, Primary Health Centre, Municipality Rs. 500/- is given to the First Informant. If the incidences and deaths of Diarrhoea, Measles, Japanese Encephalitis, etc. are found in the area inform the nearby Primary Health Centre / Municipality.

Food samples taken for adulterated cases can be examined at Food Laboratories on payment. Food Laboratories are available at Chennai, Coimbatore, Madurai, Tirunelveli, Salem and Thanjavur. Water samples are analyzed at Guindy and Coimbatore Water Analysis Laboratories on payment. Health nuisance may be reported to Deputy Directors of Health Services. All incidences of diseases and death particulars of the district are available in the Office of the Deputy Directors of Health Services. Any complaint in the activities of Health subject-Centre / Primary Health Centre may be informed to the Deputy Directors of Health Services.

Information of cases and deaths of diseases are available at Director of Public Health and Preventive Medicine, Chennai-6.

This Charter seeks to provide a framework which enable 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.

This is a General Hospital with Multi Specialty Wings. It provides medical care to all patients who come to the hospital. It provides medical care free of cost to poor patients. Standards are influenced by patient load and availability of resources, which are generally under strain. Yet we insist that all our users receive courteous and prompt attention.

It is located opposite to Central Station, and close to Corporation Building, Secretariat, Egmore Railway Station.

This counter is functioning round the clock. 2 Staff members are on duty on two different windows during working hours and one person in the Afternoon and Night Shifts. One window is exclusively for giving patient related information specially of indoor patients. The other window is for processing indoor admissions case sheet and issue of attendant pass. Location Guid Map have been put up at various places in this hospital. Smaller sketch maps are available at the Reception. Colour coded guidelines and directional sign boards are fixed at strategic points for guidance. Telephonic enquiring can be made over telephone No.573131.

These services are available at :- Main casualty located accessible from Main Gate. Burns casualty accessible from Main Casualty Gate. Medical legal casualty to attend to on Medico-legal cases including traffic accidents. All Casualty Services are available round the clock. Duty Doctor is available round the clock. Specialist doctors are available round the clock. Heads of Departments, are available on call from Specialist, if required. Emergency services are available for all specialties as listed in the OPD services. Emergency operations are done in Emergency Operation Theatres (3 Nos.) Operation Theatres located on 1^st and 2^nd Floor of Hospital Building. Orthopedics Emergency Operation Theatre is situated at Ortho Block. Burns and Plastic Operation Theatre in the main buildings. Separate Operation Theatres are available for Cardiac Surgery. Neuro surgery and Renal Surgery.

To tally there are around 10 Operation Theatres in the Government General Hospital, Chennai. Two Emergency Operations Theatres are functioning all 24 hours. In serious cases, treatment / management gets priority over paper work like registration and medico-legal requirements. The decision rests with the treating doctor.

Sl. No.	Name of the Clinics	DAYS	TIMINGS	PLACE OF CLINIC
1.	Medical	Except Sundays	8.00 AM to 12.00 Noon	O.P. Building and Specialty Blocks
2.	Surgical	- do -	-do -	- do -
3.	Cardiac	- do -	- do -	- do -
4.	Cardiac Surgery	- do -	- do -	- do -
5.	Endocrinology	- do -	- do -	- do -
	a) Medical	- do -	- do -	- do -
	b) Surgical	- do -	- do -	- do -
6.	Gastroenterology	- do -	- do -	- do -
	a) Medical	- do -	- do -	- do -
	b) Surgical	- do -	- do -	- do -
7.	Diabetic	- do -	- do -	- do -
8.	Nephrology	- do -	- do -	- do -
9.	Urology	- do -	- do -	- do -
10.	Hematology	- do -	- do -	- do -
11.	Neurology	- do -	- do -	- do -
12.	Neuron-surgery	- do -	- do -	- do -
13.	Chest Clinic	- do -	- do -	- do -
14.	Hypertension clinic	- do -	- do -	- do -
15.	Dermatology	- do -	- do -	- do -
16.	Leprosy	- do -	- do -	- do -
17.	Cancer-Medical Surgery	- do -	- do -	- do -
18.	E.N.T.	- do -	- do -	- do -
19.	Psychiatric	- do -	- do -	- do -
20.	S.T.D.	- do -	- do -	- do -
21.	Orthopedic	- do -	- do -	- do -
22.	Plastic Surgery	- do -	- do -	- do -
23.	Vascular Surgery	- do -	- do -	- do -
24.	Hematology	- do -	- do -	- do -
25.	Geriatric Medicine	- do -	- do -	- do -
26.	Geriatric Surgery	- do -	- do -	- do -

MEDICAL FACILITIES AVAILABLE	NOT AVAILABLE
Organ Transplantation	Plasma Pheresis
By-pass surgery for Heart patients	M.R.T.
Cath Laboratory Services	O & G Department	Separate Hospitals are functioning for the above at various places under the control of this Directorate
Barachytherapy	Eye Department
Gamma Camera	Pediatrics
De-addiction	Dental
Hematology	In-patient
Nuclear Medicine	Psychiatric Ward
Genetic Counseling
Endocrinology and Geriatrics
Neuro-surgery
Head Injury Surgery
Orthopedic Surgery
Cancer Surgery
Plastic Surgery

Laboratory Services are provided in the field of -- Clinical Pathology Histopathology including F.N.A.C. Cytology Bio-chemistry Micro-Biology Hematology

In their respective departments located on the campus of the hospital and Collection Counter at OPD Block. There is a Central Collection Centre for receiving and collecting various specimens for testing. The timings for receiving specimens are 9.00 M to 2.00 PM.

Emergency Laboratory Services are available 24 hours for limited tests relating to Clinical Pathology and Bio-chemistry.

These services include – X-Rays Special X-Rays Ultrasound and CAT Scan Routine X-Rays are done from 8.00 AM to 2.00 PM. Registration is done from 10.00 AM to 2.00 PM. Special X-Rays are done from 2.00 PM to 4.00 PM on dates given for the particulars X-Rays. Ultrasound examination is done from 9.00 AM to 4.00 PM.

Emergency X-Ray Services are available round the clock. CAT Scan Services are also available round the Clock.

There are total of about 42 wards providing free indoor patient care. Medical Emergency Ward admits Emergency cases for medical problems. Surgical Emergency Wards admits emergency cases for surgical problems.

There is 12 Bedded Intensive Care Unit for care of seriously ill patients with 12 Beds for Intermediary care. A 8 bedded Intensive Coronary Care Unit takes care of heart patients requiring intensive treatment. A 6 bedded intensive Cardiac Care Unit takes care of heart patients other than heart attack. In the Burns Department there are 11 bedded Intensive Care Unit to treat seriously injured burns patients. Free diet is provided to all patients in the General Wards. Attendant pass is given for disabled and dangerously ill patients. Visitors are allowed only between 4.00 – 6.00 PM.

Investigations like CAT Scan, Ultra Sound, Barium-meal, ECHO, TMT etc., and free for low income group and Government approved rates for the paying patients as per their Income Certificate. A Staff Nurse is on duty round the clock in the ward. They work in three shifts. Admitted patients should contact the staff nurse for any medical assistance they need.

Other facilities available include : Drinking water Wheel chairs and trolleys are available in the OPD and Casualty. Ambulance for transportation of patients from one Hospital to another Hospital. Mortuary Van is available on payment between 9.00 AM and 6.00 PM. Public Telephone Booths are provided at various locations. Standby Electricity Generators have been provided. Hospital Canteen for patients and their attendants is available. Lifts are available for access to higher floors. Adequate Toilet facilities for use of patients and their attendants are available.

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. There is a designated medical officer whose name and location is displayed in the hospital for attending to all grievance (RMO & ARMO) Every grievance will be duly acknowledged. We aim to settle you genuine complaints within 10 working days of its receipt. Suggestions / Complain boxes are also provided at various locations in the Hospital. If we cannot, we will explain the reasons and the time we will take to resolve.

A public grievance committee exists as Hospital Advisory Committee which includes social workers. Peoples representatives and Senior doctors on issues which are not resolved within the hospital. Name, designation and telephone number of the official concerned is duly displayed at the Reception.

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. On an average, 15,00,000 patients attend the OPD annually. Daily OPD Attendance around 3900 and 65 to 70,000 are treated as in-patients in a year. Please do not inconvenience other patients. Please help us in keeping the hospital and its surroundings neat and clean. Please use the facilities of this hospital with care. Beware of Touts.

The Hospital is a No Smoking Zone Please refrain from demanding undue favours from the staff and officials. Please provide useful feedback and constructive suggestions. These may be addressed to the Medical Superintendent of the Hospital.

You have the right to. Receive Health care on the basis of your clinical need, not on our ability to pay, your life style or any other factors. Get emergency medical treatment at any time through emergency and OP Department services available at Government General Hospital. Be referred to a consultant when your Doctor thinks it is necessary and to be referred for second opinion if you and your Doctor agree this is desirable.

You have the right to Have any proposed treatment including any risks involved in that treatment and any alternatives, clearly explained to you before you decide whether to agree to it. Have access to your health records and to know that everyone working for the hospital is under a legal duty to keep your records confidential.

Have any complaint about the Hospital services (whoever provide them) investigated and to get a quick, full written reply from the relevant Chief Executive or General Manager. The new complaints procedure means this will be within 4 weeks. Receive detailed information on local health services. This includes information on the standards of service you can expect, waiting times and on local Doctor Services.

You have the right to be prescribed appropriate drugs and medicines. If you fall within certain categories including Government servants, lower income group on specified in Ration Card / Revenue Certificates.

If you are an OPD patient, the Doctor would examine you and do necessary investigations and give you medicines. If your problems need review, you will be asked to attend review OPD on specified dates. After examining the investigation results, you will be given proper treatment.

If you need hospitalization for your condition, you will be advised accordingly. As an in-patient, the treating doctor would explain to you the nature of your problem and might refer to other specialty doctors.

If you need surgery, the nature of surgery, the consequence etc. will be explained to you and after obtaining you consent, surgery will be undertaken. In case of minor age group patients / women patients, consent of parents / husband would be obtained. On discharge, a detailed report stating diagnosis, investigations and treatment given will be given to the patients for follow-up at Government General Hospital in future.