Patient care and Services
The front office staff at the reception will assist you during the admission process. They will generate a Unique Identification Number (UID) for the patient and all the medical records will be maintained and stored by the hospital for all future reference. They will also draw out an estimate and guide you for selecting the relevant category of room.
In addition, you will be required to make an advance payment. The advance shall be adjusted against the final bill at the time of discharge. Those seeking the cashless route would have to visit the insurance desk / TPA desk for the hospitalization of the patient. The staff will escort the patient to the allotted room/bed and make you feel comfortable.
Your nurse will assist you in the discharge process which may take few hours to complete the process. Once your final bill is generated, you are expected to clear your dues by paying cash or by a credit/debit card. The nurse will hand over your discharge summary and belongings (like thermometer, urinal bedpan, etc. - used during the course of your stay). She will also explain the medications you need to continue after your discharge and any other follow-up instructions. In case you need a medical ambulance to drop you at your home, then please inform your nurse and she will make the necessary arrangement.
As a patient or attendant, you are responsible:
- For keeping appointments, being on time for appointments, and calling your doctor/hospital if you cannot adhere to the appointment timing.
- For providing complete and accurate information, including your full name, address, telephone number, date of birth, particulars of next-of-kin and insurance company/TPA/employer, past illness, and medication details wherever required.
- For actively participating in your treatment plan and to keep your doctors and nurses informed of the effectiveness of your treatment.
- For your valuables. Please leave your at home and only bring necessary items.
- For treating all hospital staff, other patients and visitors with courtesy and respect; abide by the hospital rules and safety regulations; be considerate of noise levels, privacy and number of visitors; and comply with the ‘No Smoking’ policy.
- For understanding all instructions before signing the consent forms.
As a patient or attendant, you have the right to:
- Be treated with respect, consideration, compassion and dignity, in a safe and clean environment regardless of your age, gender, race, origin, religion, sexual orientation or disabilities.
- Be addressed by your proper name and to be informed about the names of the doctors, nurses and other healthcare team members involved in your care.
- Full protection of your privacy, dignity and confidentiality in care discussions, examinations, and treatments.
- A clear and understandable explanation by your doctor about your diagnosis, as well as the benefits and risks of each treatment, expected outcome and change in medical condition.
- Be protected from physical abuse and neglect.
- Receive information from the hospital regarding the expected cost of treatment and payment policies.
- Request for a copy of your medical records as per protocol.
We value your family and friends and recognise that they are an important part of your recovery process.
- For the comfort of all our patients, we request you to limit your visitors during visiting hours
- Please note that visitors may be restricted according to a patient’s medical condition and/or special needs.
- At the time of admission, you will be issued passes for attendants and visitors. Please request your attendant and visitors to wear/display these passes while in the hospital premises. In case of loss of the pass, you may get in touch with the Concierge Desk located in the hospital main entrance.
- Visits by children under the age of 12 are not allowed on patient floors. This is to protect children from catching any infection.
- Sanitise hands before and after visiting.
- Use of mobile phones is prohibited where critical medical equipment and patient monitoring systems are in operation. Please read and follow all posted signs about the usage of cell phones, only in approved areas. If you must use your cell phone in approved areas, please speak in a soft tone so that other patients are not disturbed.
All Intensive Care Units (ICUs) areas are restricted areas. Visitors are requested to adhere to protocol and wear isolation gown, mask, gloves, shoe covers and use hand sanitiser available at the hospital before and after entering these areas.
- To minimise the risk of infection, only one attendant at a time is allowed for a maximum of 10 minutes. Visitors are requested to wait for their turn to enter these special zones.
Please note that visitors may be restricted according to a patient’s medical condition and/or special needs.
- Not visit if the visitors are sick.
- Comply with safety and security procedures.
- Wear and display their visitor identification card at all times while in patient/restricted areas.
- Leave the hospital during a disaster or fire alarm.
- Patients are the responsibility of the hospital and will be rescued as per an evacuation plan.
- Act in a respectful manner.
• Unacceptable behavior includes but is not limited to:
- Unreasonable interference with a patient’s plan of care.
- Harassment of any kind, including inappropriate telephone calls to a staff member.
- Use of loud, threatening, abusive or obscene language.
- Use of physical violence or acting in a threatening manner towards staff.
- Arriving under the influence of drugs or alcohol.
- Damage to hospital property.
- Possession of weapons or firearms.
- Disturbance to other patients.