Patient & Family Guide

What to ask a doctor? And things to do before visit: We believe that establishing an accurate diagnosis is the key to exact treatments. A patient is the most important person in this process. By accurately describing the nature, location, time and duration of onset of the symptoms to the doctor, the patient actually helps in an appropriate diagnosis and subsequent treatment of the disease.

Patients should 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.

We strongly recommend that a 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. Below, find suggested questions to ask your doctor.

Infection prevention and control: Infection control practices are followed with Passion. The SPAN 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 the time whenever required, alternatively promoting to bring fewer relatives to the hospital, means infection control.

Emergency, Trauma and Critical Care medicine is related to the care of unscheduled patients who require immediate medical treatment. It involves spontaneous decision making and carrying out of actions that are pivotal to prevent further degeneration of the patient's condition. An emergency physician is responsible for providing immediate acknowledgement, evaluating and stabilising paediatric & neonatal patients. The EP is supported by a team of clinicians, surgeons and nurses well trained to work under high stress and time sensitive situations. 

The SPAN Hospital’s Emergency, Trauma Services & Critical Care Management is a Level 3 Tertiary comprehensive centre equipped to deal with every type of urgent life threatening condition. We have all A&E equipped with state-of-the-art equipment for a wide spectrum of patients with acute emergencies for initial evaluation, resuscitation, treatment, investigation, stabilisation, monitoring and disposition. Working round the clock, our physicians have access to highly advanced and accurate laboratory and radiology tests. Our Ambulance Service has an efficient and high tech line of ambulances that are available 24 X 7 to transport critically ill or injured patients.

For any emergency you may call at +91-217-2313300

Appointment: Should be taken 24 hours before coming to the consultation

Registration: 10:00 am - 8:00 pm

Consultation: 10:00 am - 08:00 pm

Before Your Visit:

• Make a list of 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 if you think it will be helpful.

During Your Visit:

• Go over your list of questions with the doctor

• 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.

For OPD patients who are recommended to be admitted to the hospital, the concerned doctor raises an Advice Admission Form.

The patient and the family are then guided to a Financial Counsellor, who will inform the patient about the plan of treatment and estimated cost. Our Financial Counselling team is active 24 X 7, and will counsel the patient on type of room to select, mode of payment and deposit, package details, insurance cover and more. The Counsellor will hand the patient a slip containing the specification of deposit amount and room category.

In case the desired room is unavailable at the given time, you will be offered the next best alternative. Else, you will be later transferred to the desired room once it is available.

If you plan to be admitted in the coming days, you will need to carry this slip with you on the day of the admission. Else, you will be guided to the Admission Desk immediately.

Our Admission Desk Executive will carry out the formalities as per the desired room category, and guide you to the cashier section for deposit. You will receive a Deposit Receipt which you need to display at the Admission Desk.

At the Admission Desk, you will be handed an Admission file that consists of an Attendant Pass, Visitor Pass, In- Patient Guide Book, Consent Forms and Wrist Band.

Our In-Patient Operations Executive will arrive at the Admission Desk to guide you to your room.

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 of the day.

• All admissions require a Deposit Slip. We accept cash and all major credit/debit cards. We do not accept checks.

• 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 jewelery, 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.

Post your treatment or surgical procedure, you will be in recovery for a few days as advised by your doctor. When he is satisfied by your progress, your doctor 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 returns any extra medication to the Pharmacy.

• All your documents like radiology reports, lab reports and ECG reports are accumulated by the Floor Executive, 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.

• Ensure you have all the items you brought with you while admission. We are not responsible for any items forgotten or left back in the hospital.

• Cross check all your documents before leaving the hospital.

• The first follow up check is complementary, we encourage you to regularly visit your doctor as required to ensure your recovery is on the right track.

We help the patients to understand the need for therapeutic diet which is prescribed by the dietician and instructions given by the treating doctor based on their clinical conditions. These diets are further modified in accordance to the progress of the patients. A dietician will visit and discuss the diet plan to provide the highest level of nutrition care and education to in patient and out patients. We provide a diet chart (RT, Liquid, Semi Solid, Soft, Full Diet, Diabetic Diet, Salt Restricted Diet, Bland Diet, High Protein and Low Protein, and Low Calories etc.) for the inpatient during their stay and at the time of discharge.

All investigations will be ordered by the treating doctor and carried out by the ward nurse. For Out Patients, PRE will assist in carrying out the investigations. The following Investigations are done:

Radiology Department-

• ECG

• EEG 

• USG (Only for Inpatients) 

• X- Ray

• Color Doppler (Only for Inpatients) 

Laboratory Sample Collection Department-

• Clinical Biochemistry

• Clinical Microbiology & Serology

• Clinical Pathology 

• Cytopathology

• Haematology

• Histopathology

An extension of SPAN Hospital’s care, the 24 hour pharmacy, 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.

What to 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 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

1. Care:

   • Patients have a right to receive treatment irrespective of their type of primary and associated illnesses, socio-economic status, age, gender, sexual orientation, 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 authorised 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 itemised 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 organisation 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 organisation 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 a 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 itemised 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 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

• 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.

• Drinking Water: Safe potable water is available on every floor.

• 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.

• Information: The Guest Relation located on the ground floor will be happy to assist with travel related queries and any other information.

• 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.

• 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

• Meals: Diet will be decided by the treating consultant and /or the dietician. It is important that the patient is not served any other food without the knowledge of dietician. It is advised not to consume food from any other source including your home during the hospital stay. In case of any queries regarding the diet plan, the dietician will assist and evaluate the diet needs. The canteen offers a wide range of cuisine for the comfort of patient’s companion.

• Meal Timings: Refreshments, snacks and meals will be served at various times and also depending on the diet prescribed.

• Telephone: All patient beds have access to telephone services at additional charges. However, the staff should be kept informed in case of external call facility requirement. Details of all calls made will be provided during discharge. All calls will be connected to the patient’s extension number only between 7 am - 9 pm. After 9 pm, all calls will be screened in order to ensure that the patient is not unduly disturbed and gets adequate rest.

• 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.

• SPAN Hospital strongly believes that the emotional support provided by family and friends can go a long way in helping the patient recover on a positive note. To encourage a quick and healthy recovery, our processes have been designed in a patient and visitor friendly way. If your loved one is admitted in SPAN Hospital, then the following guidelines can prove helpful when you come visiting:  

• Visiting Hours: For In patients, Morning visiting hours is between 7 am - 8 am. Evening visiting hours are between 8 pm - 9 pm.

• For Intensive Care Units: Morning visiting Hours are between 07 am - 08 am. Evening visiting hours are between 8 pm - 9 pm.

• Visiting Guidelines: If you wish to visit your loved one, please collect a visiting badge from the admission desk. If you are an official or vendor, you will receive an appropriate badge. Please return this badge at the desk after the end of your visit.

• Visitors with infectious diseases like cold cough or otherwise unwell must refrain from visiting the patient.

• In case you are visiting a loved one in the ICU, please refrain from carrying food, flowers and other items as personal space is limited. Pictures, silk flowers and cards are acceptable.

• The ICU atmosphere must be maintained on an appropriate privacy and safety levels please make sure that you are not disturbing the healing space of other patients and attendants.

• While visiting a loved one in a shared room, please be mindful of the belongings and personal space of the other patients.

• Children below the age of 12 years are not allowed inside patient rooms.

• Schedule a visit with your loved one before visiting. This allows the patient to be prepared for the visit.

• Your visit may be interrupted by care givers for some patient care routines.

• Ensure you sit at a comfortable distance from the patient and the attached drips or catheters. Never touch any medical wires, open wounds or equipment in the patient’s room.

• You may use only the public toilets outside the patient’s room.

• You are strictly prohibited from smoking or drinking within the hospital premises.