Patient Guide

Room/Bed Charges

Room / bed charges vary with class of accommodation. Class of accommodation is also the determining factor for establishing cost of use of hospital services (Eg; procedures, investigations etc) and doctors and nurses fees.For admission beyond a day’s stay, the day of admission and day of discharge are calculated as one single day. However, if admission is before noon and the discharge is in he after noon, both days will be charged.

Patients upgrading their class of accommodation at their request will pay hospital and doctors’ charges as per the higher tariff from the date of transfer. Patients downgrading their accommodation will be charged according to the utilization of services.

Deposit

Every patient taking admission to the hospital in the Ward / ICUs must pay a deposit as an advance against the bill. This applies to all types of admission – planned and emergency admissions. The deposit varies with the class and type of accommodation. The deposit will be adjusted against the Final Bill only.

Cashless Patients

Patients covered by health insurance plans can opt for cashless payment of their hospital bills. Patients can check facilities available at the TPA Counter/ Empanelment’s office

Corporate Patients

The hospital has also tied up with certain corporate firms for the health requirements of their employees. Corporate account holders and TPA patients must complete all the formalities before seeking admission as well as prior to discharge.

Emergency Charges

Emergency charges are taken on surgical and other procedures performed outside the hospital’s working hours. Emergency charges include fees for the doctors and use of operation theatre. Working hours for the operation theatre are 8.30 am to 3.30 pm. Emergency surgeries performed outside these timings attract additional charges.

Admission

Our admission procedure is streamlined, quick and designed to guide you through the formalities with minimum paperwork. The Admission Counter is located on the ground floor at the OPD entrance.

Planned Admission Advice Slip

If referred by your doctor or one of our consultants, submit the Advice Slip at the Admission Counter.

Patient ID

On admission, you will be assigned a unique identification number or In-Patient Number (IP No), which is your reference for all hospital procedures including billing during your hospital stay.

Class of Admission

Choose a class of accommodation from General, Cubicle, Semi-Private, Private, semiprivate or Deluxe. Booking is subject to availability. Please note that hospital and doctor’s charges vary with the class of accommodation you choose.

Forms

You are required to fill a registration form and sign a ‘consent form’ stating your approval of admission in the class specified and for rendering the medical services required by you.

Deposit

You will be asked to pay an advance deposit at the time of admission. This will be adjusted when your final bill is prepared.

Timing

Planned admission can be booked on all days between 8.30 am and 4.30 pm.

Emergency Admission

If you are in need of urgent medical attention, approach the Emergency Department on the ground floor at the emergency entrance of the hospital.After a medical examination, you may be admitted on the advice of the Casualty Medical Officer on duty.

Patient Guide Pharmacy

The hospital has a well-stocked in-house pharmacy that is available to patients only. Patients are advised to purchase medicines and other medical supplies from this pharmacy as it ensures the genuineness of drugs. The pharmacy charges the MRP on all drugs .The pharmacy is located on the left side of main gate and is opene 24 hours.

Procedure

• Take the prescription written by the doctor / nurse to the pharmacy cash counter.
• Pay this bill at the cash counter
• Hand over your receipt and collect your medicines at the pharmacy.

Excess Drugs

On discharge, you may return unused medicines and supplies to the pharmacy with the bill and collect a refund. Only sealed products are accepted. After inspecting the medical products returned, the pharmacy will tender a credit note which must be produced at the cash counter to collect your refund.

Discharge Procedure

Once your treating consultant certifies you for discharge, he / she will make an entry of discharge in your file.

The Resident Medical Officer on duty will then fill in your Discharge Card with details of your illness and future course of treatment. If you need to return for a follow-up assessment, it will be indicated in it. Drug prescriptions and other instructions will also be recorded.

The Resident Medical Officer on duty will then fill in your Discharge Card with details of your illness and future course of treatment. If you need to return for a follow-up assessment, it will be indicated in it. Drug prescriptions and other instructions will also be recorded.

Your bill will then be prepared, taking into account the advance money paid at the time of admission.

Proceed to the cash counter on the ground floor to pay your bill.

If the hospital owes you a refund, present your Final Bill to the cash counter and collect it.

Present your Final Bill payment receipt to the Nurses’ Station. This completes your discharge formalities.

You will be given your Discharge Card and diagnostic reports, if any.

Check your room / bed and bedside table to make sure that you have taken all your belongings.

Before you check out, take a couple of minutes to fill in the Patient Feedback Form. Your identity will not be disclosed to the hospital staff.

Accomodation

Our rooms / wards are well-equipped and designed to facilitate excellent medical treatment and patient comfort. We pay special attention to hygiene, which is maintained by trained housekeeping staff. In the interest of our patients, we request visitors to follow hygienic practices while in the hospital.

Types of Accommodations

Deluxe

Single AC room with attached bathroom, patient bed & locker, cupboard, TV, refrigerator, sofa set ,table & chair and bed for attendant.

Semi Deluxe (single)

Single AC room with attached bathroom, patient bed & locker, cupboard, refrigerator, table & chair and bed for attendant

Semi-Deluxe(Double)

Twin-sharing accommodation separated by curtains with single bathroom , patient bed & locker, cupboard, and a bench for attendant.

Cubicle AC

3 beds separated by curtains with common bathroom, patient bed & locker, cupboard and a bench for attendant.

General Ward (GW)

Separate for Males and Females, including 7 ‘ 9 beds with locker per ward with common bathroom, cupboard, and a bench for attendant. N.B – Booking is subjected to availability.

Catering

Nutrition and diet play a vital role in patient treatment and care. Patients receive food from the hospital kitchen and are strictly prohibited from consuming meals and other edibles from outside.To aid the healing process, your doctor may recommend a special diet. The hospital has an advanced Dietetics Department which meets these special needs.

Meal Timings

Breakfast 7 am to 8 am
Tea / Coffee / Juice 10.30 am
Lunch 12.30 pm to 1.30 pm
Tea / Coffee / Juice 3.30 pm to 4 pm
Dinner 7.30 pm to 8 pm

Medical Records

Post-discharge, patients who are insured or entitled to medical reimbursement from their employers need to process certain documents with insurance companies or with their own organizations. It is prudent to complete all these formalities before discharge.If you need any assistance in this regard, you may contact the empalement office during working hours (9 am to 4 pm except on Sundays and public holidays). The empalement office is situated in the ground floor (Room NO 4).The officer will guide you with information on certificates that are necessary and how to obtain the same.

We suggest you to visit this department at least a day prior to discharge.Also, your ward sister will give you a Discharge Card at the time of discharge, after you settled all your bills. Please retain the Discharge Card as it is required by insurers and most employers for reimbursement of medical expenses.

Concent Form

You or your next of kin is required to sign a consent form on one or more of the following occasions:

You or next of your kin is required to sign a ‘consent form’ on one or more of the following occasions: Admission : A consent form will be presented and must be signed at the time of admission. This applies to all types of admissions

• Planned Admisions
• Emergency Admissions
• Admission Before Surgery

Medical/Surgical Procedures

During the course of treatment, your treating consultant may require certain medical procedures such as scans, endoscopy etc. In such cases, your consulting doctor or performing the doctor will explain the requirements, nature, options available, advantages, disadvantages and risks involved. If any.Patients or their next of kin are advised to clarify any queries they may have with their treating consultant before signing the consent form.For patients aged less than 18, the consent form must be signed by the guardian.

Attendant

To facilitate patient comfort and assist in patient care, the hospital has made provisions for every patient to be accompanied by an attendant / relative during their stay in hospital.

Visitor

A hospital is a place of rest and recuperation and we request visitors to observe strictly the relevant restrictions and regulations. Patients/visitors are requested not to use their own transistor or radio sets in their room, which may disturb the patients in the neighboring rooms.

Age

Visitors must be aged 10 and above.

Number

Only one or two visitors are allowed per patient.. The hospital requests your cooperation. Patients Relatives and Guests are requested to maintain silence within the hospital.

Attendant’s Pass

Every patient, in all classes of accommodation, is entitled to an Attendant’s Pass. This pass should be retained till the patient is discharged.The Attendant’s Pass permits one relative / next of kin / attendant to remain with the patient. If you lose the Attendant’s Pass, a fine of Rs 50 will be charged for reissue. Misuse of the Attendant’s Pass is also liable for a fine as per the hospital’s policy. We expect every patient and their relatives to observe these rules. No exceptions will be made.

Patient's Rights and Responsibilities

Patient care is a two-way street and requires transparency and trust between patient and medical and other staff at the hospital. Effective treatment and patient satisfaction are therefore possible only if patients as well as the personnel treating them observe certain basic principles that foster an environment of trust.Also, just as every patient enjoys certain rights and privileges, he / she is obligated to fulfil certain responsibilities. A collaborative approach facilitates both medical and administrative processes.

Patient’s Rights:

• Right to considerate and respectful care regardless of beliefs, ethnic, cultural and religious practices.
• Right to prompt treatment in an emergency.
• Right to information on facilities available.
• Right to information on diagnosis, treatment, procedures and medication.
• Right to information on professionals involved in patient care.
• Right to seek a second opinion on diagnosis / treatment.
• Right to information on estimated costs prior to any treatment.
• Right to details of billing.
• Right to confidentiality of details regarding treatment. This includes communication and medical records.
• Right to copies of medical records.
• Right to refuse participation in human experimentation and research.

Patient's Responsibilities

• To provide accurate and comprehensive information about present complaints, past treatment, hospitalization and medication.
• To provide details regarding all known allergies to medicines and food.
• To diligently follow the doctor’s instructions.
• To keep the doctor informed if the patient wants to change hospital / doctor.
• To respect the autonomy of doctors / nurses.
• To treat healthcare professionals with due respect.
• To treat healthcare professionals with due respect.
• To preserve all records and reports of treatment and produce them when required.
• To follow the hospital’s rules & regulations.

Youe Stay with Us

On admission, you are required to report to the Nurses’ Station on your respective floor. You will then be escorted to your room / bed.After the check in, a Resident Medical Officer (RMO) and registered nurse will attend to you. During your stay, you may contact our Nurses’ Station for any queries you have. The RMO on duty will regularly check you. You may also request to meet the RMO at any time, should the need arise.Your treating consultant will meet you during his / her visiting hours and in case of emergency, the RMO on duty will contact him / her.

What you should bring

• Previous medical records if any.
• Medications you take regularly.
• Kindly bring only those personal items required to make your stay as comfortable as possible. These may include toiletries, hand towels, nightwear and footwear. Hospital garments are provided only to patients in critical care areas and bedridden patients.

What you Should not Bring

• Valuables, jewellery, large sums of cash.
• Personal documents, credit cards.
• TV sets, radio / transistor / laptop.
• Flowers
• Edibles

Visiting Hours

Children aged below 10 are not allowed in the ICUs as they are susceptible to infection.Patients in the ICUs are advised to have a relative / attendant present always in the respective waiting rooms. The waiting room for the ICU (ground floor) is located on the right outside the ICU.

Morning 7.15 – 7.30 am
After noon 1.45 – 2.00 pm
Evening 7.30 – 7.45 pm

Visitors for patients in the ICU are restricted. Only two visitors during the visiting time and only one visitor at a time.

Consultant's Visit

Your consulting doctor will make a visit after admission. Subsequently, he / she will visit you during his / her visiting hours or in case of an emergency. Patients are usually admitted under a single consultant though another consultant may be called in, if required. Also in an Emergency / OPD admission, you will be placed under the care of the on-call OPD consultant. This does not limit your choice of consultant and you can change the consultant, if desired, after informing.

In case you would like to see your consultant for an unscheduled visit, you may make a special request to the Nurses’ Station. Sometimes, the resident doctor or the ward sister may ask for a special visit of the consultant, depending on your clinical condition.

Billing and Payment

Patients are advised to understand the billing procedure to ensure clarity and speedy processing. The hospital generates two types of bills – Interim Bill and Final Bill.

Interim Bill

Interim Bills are generated on third day or they may be generated even earlier, depending on the case.In case of clarification, contact your respective Nurses’ Station and for further clarifications, approach the Billing Department on the ground floor. Patients are required to settle their Interim Bill within 24 hours. Please note, the deposit is adjusted only against the Final Bill and not against Interim Bills.

Final Bill

At the time of discharge, the hospital will generate your Final Bill. This bill takes into consideration all Interim Bills and the deposit paid at the time of admission. The transaction can be completed either by refund or recovery.

Patient's Feedback

Sacred Heart Hospital, Jalandhar constantly strives to provide quality patient care, personalized service and the best clinical expertise available. But we also welcome constructive criticism. So if you have a complaint ‘ or a compliment ‘ we’d like to hear from you. Any information you share with us will be kept confidential.

Our Patient Feedback Form is available with your Nurses’ Station. After filling it, you may drop it into the Suggestion Box at the Nurse’s Station.

You may also download the form and email it to us at: shhjal@gmail.com