Important Hospital Details

Centre of Excellence
 

1. General Surgery



2. Orthopaedics


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3. General Medicine

4. Gastroenterology



5. Surgical Gastroenterology

6. Liver

7. Spine


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8. Pulmonary



9. Critical Care


10. Accidents & Emergency


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11. Cardiology


12. Cancer




13. Renal

14. Rheumatology

15. Hematology & BMT

16. Neuro Science 



17. Gynecology

18. Endocrinology

19. Psychiatry

20. Pediatrics



21. Dermatology

22. Plastic Surgery

23. Pain Medicine

24. Pathology



25. Radiology, Xray, Ultrasonography

26. Physiotherapy

OPD(Out Patient Department)

     

An Honest Appeal:

Because the doctors often have to deal with unplanned emergency cases & serious patients there is a possibility that there may be an occasional delay in their attending the OPD as per schedule.

But they will always be aware of the facts that the waiting patients too need medical attention as early as possible & that many may need to catch a train or bus to go back to their homes after the medical consultations.



Appointment system:

It is always a very good habit to take an appointment before coming for a consultation. An appointment should be taken preferably 24 hours before coming for consultation. You can call up on ….any time between 6.00 am to 9 pm to book for an appointment with the concerned doctor.



Before Your Visit

Get an appointment on the phone & come about 15 minutes before the appointment.
Inform the receptionist about your arrival & get the necessary OPD case paper ready.
Make a list of all your symptoms and questions.
Make a list of all medications and any previous surgeries.
Gather and bring important medical records and laboratory test reports from other doctors or hospitals (including X-rays, MRIs, and lab results).
Call before your visit to tell the hospital if you have special needs.
Bring a friend or family member who too knows about your problems well.



OPD case paper procedure

1) The OPD of Monarch Hospital is on the 1st floor of the hospital & you can reach their by steps or by lift.
2) Our personnel at the ground floor will help the patient to reach the OPD area. There is a wheel chair & a stretcher for the needy patients’ right at the entry point of the hospital.
3) Once at the reception counter of the OPD, the relatives should get a case paper for the patient by paying the consultant’s fees.
4) They must furnish the following details: full name & age of the patient, full postal address, mobile number of the patient & also of the closest relative, reference if any, & profession of the patient.
5) They will get a receipt of the consultation fees that they have paid which they should preserve for further reference & also for re imbursements if any.
6) They will get a ‘Unique ID Number’ from the receptionist which will be the main reference number hence forth for all further activities with the hospital. Hence it should also be carefully preserved.
7) The case paper generated will be kept at the consultant’s table & you will be called in by the doctor soon.
8) Our floor manager will help you to wait comfortably till then.
9) Before the consultant sees the patient, the paramedical staff & the duty assistant doctor will do a basic primary check up.
10) After the consultant’s check up, the patient and the family are also told by the consultant regarding the plan of treatment and estimated cost.
11) Then the patient will proceed further as per the suggestion of the consultant to either the diagnostic department if he is to get an x ray or an ultrasonography or some pathological tests. The floor manager will guide you further now.
12) If he is advised some medicines, he can purchase them at the 24hours open Monarch Medicals situated on the ground floor.
13) If the patient is to be admitted he will proceed to the reception counter for the same.




Admission Checklist

  

For a smooth admission process, please make sure to carry the following items:
The letter of referral from your doctor.
Your insurance card or cover guarantee from your health insurance fund or insurance company.
A Government issued identity document (Passport, Driver’s license, Aadhar card).
Previous medical health reports.
Admissions are accepted anytime during the day.
All admissions require a Deposit Slip. We accept cash and all major credit/debit cards.
We do not accept cheques.
You are requested to carry your own personal toiletries, clothing and slippers as the hospital does not provide them.
You are advised not to retain any precious jewellry, large sums of money or other valuables during your stay in the hospital.
Hospital is not responsible for any loss or damage of your items.



Admission procedure


1) The basic details like the name age address etc are already with the receptionist. The patient will have to give his Adhar card number & its xerox to the receptionist & also the details of the closest relative accompanying him.
2) The patient has to choose which type of a room or ward he would like to be admitted into. The options range from deluxe rooms to special rooms, semi special rooms to general wards. A serious patient will be admitted in either the fully equipped 15 bedded semi ICU or the ICU as per the consultant’s assessment & advice.
3) Rooms are available at different price points and have a uniform mark of Monarch quality, comfort and convenience. If you have requested for a specific room and it is not available at the time of admission, you will be shifted to your desired room as soon as it resumes availability.
4) After some mandatory consent forms to be signed, he will have to deposit some advance money as told by the receptionist for which he will get a proper receipt.
5) The floor manager will as early possible guide & help the patient to go to the respective room or ward with the help of the ward boys or ayyas on wheel chairs or on the stretcher as per the need.
We strongly recommend that the patient should consider using the questions given below as a reference for their consultation with a doctor. We encourage you to be fully informed about your health.




During Your Visit


Go over your list of questions with the doctor.
Please inform the doctor about herbs, vitamins and medications taken by them on long-term basis as the use of certain non-prescription drugs and vitamins might be the cause of the symptoms of a disorder.
If you do not understand an answer, be sure to ask for further explanation.
Take notes and listen carefully.
Discuss your symptoms and any recent changes you may have noticed.
Talk about all new medications.
Ask why it has been prescribed, and how to take it.
Ask questions about treatment and test results.
Share any known allergies.



   

Discharge


After the completion of the indoor treatment & the doctor is satisfied by your progress, he will advise you for discharge. 
The discharge process will be carried out in the following steps:
Upon the doctor’s direction, the Duty Medical Officer will prepare your discharge summary which is reviewed and signed by the concerned doctor.
After medication reconciliation, the nurse helps you return any extra medication to the Pharmacy.
All your documents like radiology reports, lab reports and ECG reports are accumulated at the billing counter and the final bill is generated.
In case you are covered by insurance, the bill and a copy of your discharge summary will be sent to the insurance company. If the bill amount is equal to the approved insurance amount, the bill is settled. Else, you will be required to pay the difference in amount to settle the bill.
Your attendant will receive a Receipt of Bill Paid along with two copies of gate pass. One copy of the gate pass is to be handed over at the Nurse Station, where you will receive your discharge summary along with crucial information about your medication and post-discharge care.
At the exit gate, you will be required to handover the second copy of the gate pass to the security personnel.
Kindly ensure to take back all the items you had brought with you while admission. The hospital is not responsible for any items forgotten or left back in the hospital.
Cross check all your documents before leaving the hospital.
Follow up according to the doctor’s advice is compulsory. We encourage you to regularly visit your doctor as required to ensure your recovery is on the right track.




Diagnostic Services


  

Radiology Department-

  We have full fledged radiology department in our hospital, manned by well qualified experienced radiologists.
USG
X- Ray
Color Doppler


  

Pathology (Laboratory) Department-

Our pathology department is fully equipped to conduct all sorts of tests as advised by the consultant.
Routine pathological tests
Clinical Biochemistry
Clinical Microbiology & Serology
Clinical Pathology 
Cytopathology
Haematology
Histopathology




Pharmacy Services


An extension of Monarch Hospital’s care, the 24 hour Monarch medical stores, provides specialty pharmacy services. You may consult the pharmacist to maximize the benefits of your medications and limit side effects. To optimize treatment, the pharmacy team co-ordinates with the patient’s medical team. Also available at the pharmacy are affordable daily supplies and toiletries. The pharmacy stocks products of superior quality to maintain the hospital’s meticulous standards.



  

Some additional questions one must ask the doctor:


  

What are the generic and brand names of the medication?
Why do I need to take it? Are there alternatives in terms of potency or cost?
What time of the day should I take it?
How often should I take it?
Where should I store the medication?
Should I take it on an empty stomach or with meals?
What should I do if I miss a dose?
How will I know it is working?
How long should I expect to take the medication?
What side effects should I expect?
Does the medication interact with any foods, alcohol, other medications (including over-the-counter medications), or activities?
Find out if any food is to be avoided when taking a particular medicine.
Will the medication interfere with driving, working or other activities?
Inform the Doctor of any and all other medication you are taking and whether you have any allergies or pre-existing medical conditions.
Inform your doctor if you are pregnant or breast feeding.
If you have any doubts about the medication prescribed to you, clear it with your doctor.
Ask the doctor to explain your prescription to you if you have any doubts about it, some medication is not swallowed at all but kept under the tongue.
Do not discontinue medicines without the advice of your doctor.




    

Safe practices: At home


  

Try to purchase your medicine in its entire ‘strip form’. This allows you to read the name of the medicine and its expiry date.
Some medicines may be purchased only with a prescription. These laws are in place to protect you from adverse drug incidents.
Store medicines away from direct sunlight in a cool dark place to maintain its potency. Some medicines need to be kept in a refrigerator.
Keep all your medicines in a designated area, out of reach from infants and children.
Separate and discard expired medicine.
Keep a log or history of all medication consumed daily. Some people have found that maintaining a ‘pill box’ that is pre-filled daily avoids confusion and prevents overdose.
Contact your Doctor in case you experience adverse effects.




  

Travel guidelines

Keep medications in their original containers in your carry-on luggage when you travel.
Do not pack your medications in checked luggage in case your suitcase is lost.
Take extra medication with you when you travel in case your flight/train/bus is delayed and you need to stay away longer than planned Patient rights & responsibilities.




  

Patient Rights


1. Care:

Patients have a right to receive treatment irrespective of their type of primary and associated illnesses, socio-economic status, age, gender, religion, caste, cultural preferences, linguistic and geographical origins or political affiliations.
Right to be heard to his/her satisfaction without the doctor interrupting before completion of narrating their entire problem and concerns.
Expectation from the doctor to write the prescription legibly and explain to the patient on the details on dosage, dos & don’ts & generic options for the medicines.
They have to be provided with information and access on whom to contact in case of an emergency.


  

2. Confidentiality and Dignity:

Right to personal dignity and to receive care without any form of stigma and discrimination.
Privacy during examination and treatment.
Protection from physical abuse and neglect.
Accommodating and respecting their special needs such as spiritual and cultural preferences.
Right to confidentiality about their medical condition.


  

3. Information: 

The information to be provided to patients is meant to be & in a language of the patient’s preference and in a manner that is effortless to understand.
Patients and/ or their family members have the right to receive complete information on the medical problem, prescription, treatment & procedure details.
A documented procedure for obtaining patient’s and / or their family’s informed consent exists to enable them to make an informed decision about their care. This process is an important patient right and needs to practice with utmost diligence and transparency.
Patients have to be educated on risks, benefits, expected treatment outcomes and possible complications to enable them to make informed decisions, and involve them in the care planning and delivery process.
Patients have the right to request information on the names, dosages and adverse effects of the medication that they are treated with.
Patients or their authorized individuals have the right to request access and receive a copy of their clinical records. Expect in MLC cases.
Patients have the right to complete information on the expected cost of treatment. The information should be presented as an itemized structure of the various expenses and charges. However based on the condition and response of the patient, there could be a difference between the estimation and actual.
Patients have the right to information on hospital rules and regulations.
Information on organ donation.


  

4. Preferences:

Patient has the right to seek a second opinion on his/her medical condition.
Right to information from the doctor to provide the patient with treatment options, so that the patient can select what works best for him/her.


  

5. Right to redress:

Patient has the right to justice by lodging a complaint through an authority dedicated for this purpose by the healthcare provider organization or with government health authorities.
The patient has the right to a fair and prompts hearing of his/her concern.
The patient in addition has the right to appeal to a higher authority in the healthcare provider organization and insist in writing on the outcome of the complaint.



  

Patients’ Responsibilities


  

1. Honesty in Disclosure

  

I will be honest with my doctor & disclose my family/ medical history.

  

2. Treatment Compliance

  

I will be punctual for my appointments.
I will do my best to comply with my doctor’s treatment plan.
I will have realistic expectations from my doctor and his treatment.
Inform and bring to the doctor’s notice if it has been difficult to understand any part of the treatment or of the existences of challenges in complying with the treatment.
I will display intent to participate intelligently in my medical care by actively involving myself in the prescribed do-at-home activities.

  

3. Intent for Health Promotion

     

I will do everything in my capacity to maintain healthy habits & routines that contribute to good health, and take responsibility for my health.

  

4. Transparency and Honesty

  

I will make sincere effort to understand my therapies which include the medicines prescribed and their associated adverse effects and other compliances for effective treatment outcomes.
I will not ask for surreptitious bills and false certificates, and/or advocate forcefully by unlawful means to provide me with one.
If I am not happy, I will inform and discuss with my doctor.
I will report fraud and wrong-doing

  

5. Conduct

  

I will be respecting the doctors and medical staff caring and treating me.
I will abide by the hospital / facility rules.
I will bear the agreed expenses of the treatment that is explained to me in advance and pay my bills on time.

  


Doctors’ Code of Practice

  

1. Transparency and Honesty

I will provide a printed schedule of my fee for office visits, procedures, testing and surgery, and provide itemized bills.
I will inform you of my qualifications to perform the proposed diagnostic measures or treatments.

  

2. Patient Friendly

I will schedule appointments in such a manner that it will allow me the necessary time to interact and examine you with minimal waiting times & listen to your problems and concerns without interruptions or distractions.
I will encourage you to bring a friend or relative into the examining room with you.

  

3. Effective Communication for Patient Education

I will explain your prognosis, further diagnostic activity and treatment in simple terms such that it facilitates easy understanding to you.
I will prescribe an Information Therapy, and discuss your diagnostic, treatment and medication options, to enable you to make well-informed decisions.
I will not proceed until you are satisfied and convinced that you understand the benefits and risks of each alternative, and I have your agreement on a particular course of action.

  

4. Implement the patient charter

I will publish the patient charter in English, Hindi and the local languages.
I will display the patient charter prominently and at multiple locations in the healthcare provider setting.
I will implement the patient charter in its true.



Other services

1. Ambulance : Ambulance services are available for patients in case of emergencies, transportation to other hospitals for investigations. The operations staff or nursing staff will assist in availing the ambulance services. Pickup and drop charges are billed separately.
2. Drinking Water : Safe portable water is available on every floor.
3. Housekeeping : The housekeeping department will be responsible for the cleanliness in the room. Cleaning is normally carried out in the morning and evening. Patient’s co-operation is requested to ensure that the room is cleaned properly.
4. Information : The Guest Relation located on the ground floor will be happy to assist with travel related queries and any other information.
5. Lost and Found : All lost and found articles are handled by the Security department. The department will contact the patient/relative in case ownership is traceable and will hand over the same. Any lost and found items will be retained for one month only.
6. Unclaimed Baggage / Articles : The patient is requested not to leave any baggage or belongings unattended at any point of time. In case any unattended baggage or suspicious looking material is spotted or found, it is expected to be brought to the notice of hospital staff.
7. TV Policy : Special rooms are provided with television sets. The TV remote control will be handed over to the patient after admission. Any problems with the TV set should be reported to the nurse who will address the issue.




 

Infection prevention and control: Infection control practices are followed with Passion. Monarch hospital has an HICC (Hospital Infection Control Committee) and the Infection Control Nurse (ICN) monitors hospital associated infections and antibiotic usage as per international protocols. We create awareness to follow WHO’s Six Hand Washing Steps to prevent spread of infections at hospital. At our hospital, the PREs help patients at every point of time whenever required, alternatively promoting to bring fewer relatives to the hospital.