CITIZEN CHARTER
This charter seeks to provide a framework 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.
Salient Features of the adopted Citizen Charter
Standards of Services:
This is a General Hospital. It provides medical care to all patients
who come to the hospital. 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.
General Information:
This Hospital has
Beds : 150.
Average Daily No. of Staff Handling the Patients*
Number of Doctors
83
Number of Nurses
95
Number of Para Medical Staff
48
*depends on shift duties.
Inquiries:
Location Guide Map is available near the main entrance of the
building of this hospital. Directional signboard / indicators at
strategic points are available for the conveniences of hospital users.
Registrations counters in OPD Block [during OPD hours] and
Casualty Block also serve as inquiry counters. Telephonic enquiries
are also responded on the telephone number 27761526.
Registration:
Patients coming to OPD of Maharishi Valmiki Hospital find a congenial
and helpful atmosphere. Various Public Friendly Facilities exist in the OPD
Registration Area of the OPD Block like Computerized Registration
Counters, which are separately marked for Male, Female, Senior Citizens
and Physically challenged & other beneficiaries.
1. Central Registration Counter for OPD registration, with separate
windows for male, female, handicapped, pensioner etc.
General OPD
Speciality Clinics
Sun Day Clinic
Registration Time
8:30 a.m. to 12:00 noon.
1:00 p.m. to 2:00 p.m.
9.00am to 11.30am
Consultation Time
9.00 a.m. to 1:00 p.m.
2:00 p.m. to 4:00 p.m.
10 am to 12.00 noon
Central Registration Counter for In-Door Patient in the Casualty
Block functions round the clock.
2. Waiting Time for Registration: 5- 10 minutes [Average].
OUT PATIENT DEPARTMENT
Location: OPD services are situated in OPD Block, 1st and ground floor.
Registration: One should get him/herself registered at main counter from main counter
on the first floor OPD block and then to report respective OPDs.
OPD Card issues free of cost.
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 and beneficiaries.
[A] General OPD:
Speciality
Day
Room no.
Gynecology
Paediatrics
Medicine
Surgery
Orthopedics
Eye
Daily (Except Wed. & Fri.)
Daily
Daily
Daily (Except Tue & Thur.)
Daily (Except Mon. & Fri.)
Daily (Except Tue & Thur.)
102, 103
101, 105
109, 112
126, 128
011, 012
117, 119
ENT
Dental
Skin
Daily (Except Mon. & Wed.)
Daily
Daily
130, 131
120
113
Homeopathic
Ayurvedic
Daily
Daily
013
014
[B] Special OPD Clinics:
Clinic
Cancer Clinic
Antenatal
Immunization clinic
FW clinic
Chest clinic
Well Baby clinic
Leprosy clinic
STD clinic
DOTS cum Microscopic
center
I.C.T.C.
Sunday clinic for Sr. Citizens
Diabetic and Hypertension
Day
Friday (02.00 pm – 04.00 pm)
Monday/ Thursday (09.00 a.m. - 01.30 p.m.)
Daily (09.00 a.m. - 04.00 p.)
Thursday (02.00 pm – 04.00 pm)
Friday (02.00 pm – 04.00 pm)
Thursday (02.00 pm – 04.00 pm)
Wednesday (09.00 am – 04.00 pm)
Daily (09.00 a.m. - 04.00 pm)
Daily (09.00 a.m. - 04.00 pm)
Saturday (09.00 a.m. - 02.30 pm)
Room no.
128
102, 103
106
102, 103
112
104
112
113
06
Daily (09.00 a.m. - 04.00 pm)
Saturday (09.00 a.m. to 01.00 pm)
Sun day (10 am -12 noon)
Daily(10 am -12 noon)
140
109
113
screening clinic
Diabetic Clinic
Mon & Wed (2pm – 4 pm)
109
Investigations:
After OPD consultation, the treating doctor will fill up the requisition forms for
various investigations & direct/guide the patient to the concerned lab /dept.
Sample collection centre for Blood, Urine, Stool etc.: Room No. 100, Laboratory
block on the 1st floor OPD.
Sample Collection Time: 9:00 a.m. to 11:00 a.m.
Certain specialized investigations are done on particular days only.
Report: The report normally reaches the concerned OPD on the next OPD day.
Free: All investigations are done free of charge except USG [also free for senior citizen
and BPL patient]. Patients should Deposit the money only at the designated hospital
Cash Counters and obtain the proper receipt.
Due to excess work load and administrative problem, waiting period exists for certain
investigations like USG etc. Patients are given future dates by the concerned
departments.
Medicine Distribution
Pharmacy Counter (Room no. 15)
Medicines prescribed by the doctors are available at the Pharmacy counter free of cost.
Medicines are usually given for three days for OPD patients. Senior Citizens,
Physically handicapped, Freedom fighter and beneficiaries of Delhi Government
Employee Health Scheme are given priority.
Waiting time for medicines collection – 15 minutes (average)
Separate Windows are available for Ladies, Gents, Senior Citizen, Physically
Handicapped patients and Delhi Government Health Scheme cardholders.
The decision to admit a patient rests with the treating doctor.
Many facilities are provided at OPD level e.g. ECG, Plaster, Injection and immunization
Room, Contraception and MTP Services, Minor Surgical Intervention, Physiotherapy,
Occupational Therapy etc.
Wheel chairs, patient trolleys etc. are available free of charge at the entrance of OPD.
OPDs have waiting hall with chairs, TVs, lifts, ramp for Ortho OPD, public utilities like
drinking water & toilets etc. at each floor.
One should park his/her vehicle in the paid parking only otherwise it is likely to be
towed away.
ACCIDENT & EMERGENCY SERVICES
Location: Ground Floor easily accessible from MVH main entrance on Delhi-Bawana
road.
These services are available 24 hour a day, throughout the year for anyone with urgent
medical problem can seek consultation/treatment in the Casualty. And should be
registered at the casualty registration counter, free of charge.
Proper medical cares are provided promptly.
Casualty has dedicated team of Doctors (Casualty Medical Officer, Senior Residents
from major specialties i.e. Medicine, Surgery, Orthopedics, O&G & Pediatrics and
Junior Residents), Nurses, Paramedics and Nursing Orderlies etc. to provide urgent
medical services. The team endeavor to provide medical care at the earliest possible
time. However, during extreme workload in those cases that are not so urgent may
have to wait for some time.
In serious cases treatment/ management gets priority over paper work like registration
and medico legal requirement. The decision rests with the treating doctor.
The treating doctors will call any specialist, who is available on call for urgent
consultation as and when required. However the patients, who need Super-Speciality,
level care, are referred to other Delhi Govt. Hospitals for further treatment and
management.
The casualty is fully equipped with all modern gadgets like monitors, ventilators,
nebulizers, defibrillators, central O2 and suction supply etc. and one fully equipped
Minor Operation Theatre for any urgent minor surgery etc.
The investigations like Blood Biochemistry, Urine, Blood Gas Analysis, ECG, X-ray,
are available for casualty patients round the clock.
All medicines and surgical items like available in casualty are provided free of cost.
Facilities like Wheel Chairs & patient trolleys are available at the entrance of casualty.
Free telephone, public utilities like toilets, waiting area with fans, chairs etc., are
available.
Waste disposal is done as per the guidelines of Biomedical Waste Management and
Handling Rules 1998) and utmost care is taken to keep the premises neat and clean.
Ambulance Services are available for transferring serious patients to other hospital.
In case of any difficulty contact Casualty Medical Officer and if not solved, contact
CMO Incharge, A&E Deptt. / Dy. Medical Superintendent/ Medical Superintendent.
SUPPORTIVE SERVICES
[A]. Diagnostic Services
S. No.
1
2
3
4
5
6
7
Services
Laboratory[Pathology &
Microbiology]*
General X-Ray
Special Radiological
Investigations**
Ultrasound
Dental X-Ray
ECG
Audiometry
Room No.
100
27
27
35
121
139, 52
129
Charges
Free
Free
Rs. 50.00***
Free
Free
Free
** Special Investigation like HSG, IVP, and Barium Meal follow up.
***Free for indoor and emergency patients only.
Reliability and promptness of laboratory results is ensured as tests are done by
automatic machines. Reports are made available within the shortest possible time which
will be specified.
[B]. Therapeutic Facilities
S.No.
Services
Room No.
Days
1
Pharmacy
015
Daily
2
Physiotherapy
02
Daily
3
Occupational Therapy
01
Daily
4
Blood Storage Centre
100
Round the clock
5
ICTC
140
Daily
Blood Bank: Attached to Dr. B.S.A. Hospital, Sec-6, Rohini.
[C] Prophylactic
Charges
Free
Free
Free
Ist Floor
Free
S. No.
1
2
3
Services
Immunization
Other Vaccination
IYCF
Room No.
107
107
106
Days
Daily
Daily
Daily
Charges
Free
Free
Free
[D]. Operation Facilities
Number of Operation Theatres [Major]:- FOUR
Number of Operation Theatres [Minor]:- TWO
[E] Maternity & Nursery Services
Clean & Septic labour rooms available and both are well equipped. Maternity services
along with well equipped Nursery are available round the clock.
** Special Investigation like HSG, IVP, and Barium Meal follow up.
INDOOR PATIENT FACILITIES:
Total Beds: 150.
All patients admitted in various wards of the Hospital are treated free of
cost. All medicines & surgical consumable are provided free of cost to
indoor patients only
Diet as advised by the dietician is provided free of cost to all patients in
the wards.
Every patient is given one attendant pass. Visitors are allowed only at
notified visiting hours:
Visiting Hours:
Summer
Winter
: 07.00 a.m. – 08.00 a.m.
: 05.00 p.m. – 07.00 p.m.
: 08.00 a.m. – 09.00 a.m.
: 04.00 p.m. – 06.00 p.m.
MEDICAL FACILITIES YET TO BE MADE OPERATIONAL
Nursing Home, Burns Ward, Blood Bank, CT Scan & MRI, TMT, Haemodialysis.
Lithotripsy, Organ Transplantation etc.
ANCILLARY [UTILITY] SERVICES
1. CSSD
2. Laundry Services.
3. Housekeeping,
4. Dietary & Kitchen services,
5. Security Services.
6. Dead Body storage facility.
HUMAN RESOURCE DEVELOPMENT
Medical science has considerably advanced in the field of diagnosis, treatment and
research. To increase the efficiency and update knowledge, efficient effective
delivery of health programmes and development and application of appropriate
technology, the CME and reorientation programmes are regularly conducted for in
service medical and paramedical staffs and other associated ancillary staffs.
NATIONAL &STATE HEALTH PROGRAMME:
The hospital is actively participated in various State and National
Health Programmes like:
1.
2.
3.
4.
5.
6.
7.
8.
Pulse Polio Programme.
Motiabind Mukti Abhiyan.
Cancer Detection Programme.
AIDS Control Programme.
Leprosy Eradication Programme.
Vector Borne Disease Control Programme
Anti smoking campaigning.
Outreach Services to resettlement colony by holding medical
camps, medical checkup of inmates of SOS village, Bawana
etc.
9. Diabetic and Hypertension [Non-Communicable Diseases
Control Program]
FACILITIES FOR SENIOR CITIZENS, PENSIONERS & OTHER
BENEFICIARIES
The Senior Help Desk offers all kinds of help to the Senior citizens attending the hospital for
medical help etc. Other beneficiaries are provided all services on priority. There are separate
counters for registration and medicine distribution and out of queue for medical examination
by the doctor in OPD daily.
BIOMEDICAL WASTE MANAGEMENT:
Hospital has well maintained the hospital wastes as per guide line of Biomedical Waste
[Handling & Management] Rule.
DISASTER MANAGEMENT
The hospital is well equipped for any disaster in the area and emergency provision of 100 beds
[in addition to existing beds] at the time of need.
COMPLAINTS AND GRIEVANCES
 There may be occasion when our services will not be up to your expectation.
Please do not hesitate to register your complaint. Your valuable suggestions will help us to
serve you better. Please contact Med. Supdt. for all grievances(Tel: 27761524). Every
grievance will be duly acknowledged.
 We aim to settle your genuine complaints at the earliest. Suggestion/
Complaint boxes are also provided in the hospital.
COMMON FACILITIES

Cold Drinking Water.

Wheel chairs and trolley in OPD and Causality.

Ambulance is available for referred cases.

Public Telephone Booth.

Parking facilities.



Standby Electric Generators.
Public Conveniences.
Lifts & Ramps.
RESPONSIBILITIES OF THE USERS
 The success of this hospital depends on the support we received
from our users.
 Please try to appreciate the various constraints under which the
hospital is functioning.
 Please do not cause inconvenience to other patients and staff.
 Please help us in keeping the hospital and its surrounding neat
and clean.
 Please use the facilities of the hospital with care.
 Beware of touts.
 The hospital is a ‘No Smoking Zone’.
 Please refrain from demanding undue favours from the staffs and
officers
 Please provide useful feedback and constructive suggestions
 Please bring your old OPD slip on your next visit
 Please do not spit on the floor and walls
 Please use dustbins for disposing off the waste
Beware of Touts.
HOSPITAL IS A NO SMOKING ZONE
PLEASE HELP US TO HELP YOU