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Citizen Charter

Citizen Charter

This charter seeks to provide a framework which enables our users to know standard of services:


  1. The service available in the hospital.
  2. The quality of services they are entitled to, influenced by patient load and availability of resources.
  3. The means through which complaints regarding denial or poor quality of services will be attended to.
  4. We ensure that all our users receive courteous and prompt attention.


Service Name Citizen’s Charter
Approved by - Dr. H.K.T.Raza,
Founder Dean.

Reviewed by - Dr. Sushil Kumar Rathi
Medical Superintendent.
Responsibility of updating - Dr. Sushil Dubey,


Local Address: Near T.B. Sanitarium, Chhindwara, (MP), India.
Telephone: 07162 - 297009
E-Mail: [email protected]
Associated Hospital:
Chhindwara Institute of Medical Sciences Hospital Chhindwara, (MP)




  1. Doctors wear white apron with college logo and nurses are in their uniform.
  2. All staff members are in possession of identity cards.


Enquiries: Enquiry counter exists at the main reception and in the OPD hall.




Timing 24 hrs, 365 days:


  1. Casualty medical officers and residents available 24 hours on all days
  2. Call days are fixed for various Consultants and are available round the clock.





  1. General OPD (Medicine, Surgery, Gynecology, Pediatrics, Eye, ENT, Orthopedics, TB Chest, Skin and Dental): 8.30 AM to 2.30 PM.
  2. Specialty Clinics (Immunization & Well baby, High Risk Newborn Follow-up, Asthma,)
  3. OPD Registration Counter opens 8.00 AM to 2.00 PM.
  4. Casualty opens for 24 hours.


Diagnostics -
Laboratory: Sample collection during OPD hours
Radiology: During OPD hours & for emergency patients through casualty.
Blood Bank: Blood Bank facilities available in the Hospital round the Clock (24 x 7)




  1. All patients admitted in various wards of the hospital are treated as per the hospital policy.
  2. Diet is provided free to all indoor patients.
  3. Visitors are allowed only at notified visiting hours: 8.00AM to 10.00 AM and 4.00PM to 6.00 PM on all days, 10.00 AM-12.00 Noon on Sundays and holidays.
  4. Facility of free treatment for economically weaker section.
  5. Staff nurses are on duty round the clock in the wards.
  6. Admitted patients should contact the staff nurse for any medical assistance they need.




  1. Wheel chairs and stretchers are available for non-ambulatory patients.
  2. Ambulance available round the clock.
  3. There is a standby generator to cater to emergency services in case of breakdown of electricity.
  4. Adequate drinking water and toilet facilities are available.
  5. Drug distribution counter is located near the OPD registration counter.




  1. There may be occasions when our services may not be up to your expectations. Please do not hesitate to lodge your complaints with our MS.
  2. The Hospital is a no smoking, No betel chewing and no alcohol zone.


At Chhindwara Institute of Medical Sciences, Chhindwara & Associated Hospital we respect individuals and their personal and unique needs. We expect that the observance of patient’s rights will support mutual cooperation and greater satisfaction for the patients and hospital staff alike.


As a patient you have the right to


  1. Know the name, identity and professional status of all the people providing services to you and to know the physician who is primarily responsible for your care.
  2. Receive complete and current information concerning your diagnosis, treatment and prognosis in terms that you can understand.
  3. Accept or refuse any procedure, drug or treatment, and to be informed of the consequences of any such refusal. If there is conflict between you and your parents/ guardian regarding your exercise of this right, you and parents / guardian may need to participate in conflict resolution procedure.
  4. Expect that all communications and records related to your care will be treated confidentially.
  5. Obtain supportive care, particularly in critical illness or terminal illness, in management of severe pain and in bereavement.
  6. Obtain consultation with another physician regarding your care.
  7. Request consultation with the hospital Ethics Committee regarding ethical issues involved in your care.
  8. Be transferred to other facility at your request or when medically appropriate and legally permissible. You have a right to be given a complete explanation concerning the need for such transfer. The facility to which you will be transferred must first accept you as a patient.
  9. Know if your care involves research or experimental methods of treatment. You have the right to consent or refuse to participate.
  10. Be informed of any hospital polices, procedure rules & regulations applicable to your care.


As a Patient it is your responsibility


  1. To provide all personal and family health information needed to provide you with appropriate care. This includes reporting if you are in pain, or require pain relief.
  2. To participate to the best of your ability in making decisions about your medical treatment, and to comply with the agreed upon plan of care.
  3. To ask questions to your physician or other care providers when you do not understand any information or instructions.
  4. To inform your physician or other care provider if you desire a transfer of care to another physician, care giver or facility.
  5. To be considerate of others receiving and providing care.
  6. To comply with facility policies and procedures, including those regarding smoking, maintaining low noise level, and number of visitors.
  7. To cooperate with hospital staff in maintaining cleanliness, peace and law and order within and around the hospital premises for other patients and staff.