::: : Citizen Charter
Dear citizen, 

     You are welcome to GOVT. VELLORE  MEDICAL COLLEGE, the Tertiary Care Medical Institute in Vellore district. GOVT.VELLORE MEDICAL COLLEGE is committed to provide quality services and medical care to each and every citizen coming to GOVT.VELLORE MEDICAL COLLEGE. In line with our mandate, we, at GOVT. VELLORE MEDICAL COLLEGE, strive hard to provide comprehensive, high quality tertiary care services (specialty and super-specialty services) to our users. However, there may be some deficiencies due to extreme patient load and limited resources.

This charter seeks to provide a frame work, which enables our users to know:-

 The services available in this hospital.

 The quality of services they are entitled to and the means through which complaints
     regarding denial or poor quality of services will be redressed.

 GOVT. VELLORE MEDICAL COLLEGE & Hospital is located at Adukkamparai, Pennathur Post, Vellore District - 632011
 The hospital has a total of 440 Beds
 There are adequate number of doctors (incl. Faculty members, Sr. and Jr. Residents) and Nurses available
 Central Enquiry & Registration office is located just inside the O.P.Entrance
 Telephone No.s of Central Enquiry-- 04162260900,  Display boards are installed at various strategic     locations.
 Enquiry counters & help desks also exist in the OPD at various locations where one can enquire
    and seek help in case of any problem.
 Website ; www.gtvmmc.ac.in contains detailed information on GOVT. VELLORE MEDICAL COLLEGE.
               EMERGENCY MEDICINE          

  Location:- Ground floor, A&E wing, easily accessible from GOVT. VELLORE MEDICAL COLLEGE entrance.
  These services are available 24 hour a day, throughout the year.
  Anyone with urgent medical problem can seek consultation/treatment in the Emergency.
  If Doctors decide that you need urgent medical intervention, you will be registered at the Emergency
     registration counter, free of charge and proper medical care will be provided promptly.
  Emergency has dedicated team of Doctors from major specialties (i.e.Emergency
     Medicine, Surgery & Pediatrics, Obstetrics & Gynecology) and , Nurses, Paramedics and Hospital Attendants
     etc. to provide urgent medical services.
  We  endeavor to provide medical care (incl. Investigation & treatment) at the earliest possible time.
     However, in view of extreme workload in Emergency (more than 450 patients seek consultation per day)
     those cases that are not so urgent may have to wait for some time.
  The treating doctors will call any specialist/super-specialist, who is available on call for urgent
     consultation as and when required.
  In serious cases treatment/management gets priority over paper work like Registration/Medico-
     Legal requirements.
  Emergency has fully equipped Operation Theatre for any urgent surgery etc.
  The Emergency is fully equipped with all modern gadgets like monitors, ventilators, nebulisers,
     defibrillators, central O2 and suction supply etc.
  All urgent investigations like Hemogram, Blood Biochemistry, Urine toxicology, Cardiac Biomarker, Blood Gas Analysis, ECG, USG, X-ray, C.T. Scan, etc. are available for casualty patients round the clock.
  All medicines and surgical items available in Emergency are provided free of cost.

  Facilities like patient trolleys are available ate the entrance of Emergency.
  Public utilities like toilets, waiting area with, fans, chairs etc. 
     are available. 
        OPD Schedule
  Location:-  OPD services are situated in OPD Block 
      Registration Time        Consultation Time
General OPD     7:30 a.m. to 12:00 noon          7:30 a.m. to 12:00 noon 

  OPD Card to be obtained from main counter, OPD ground floor. After this, you
     should get yourself registered at the counter of respective OPDs.

  You have right to consult any doctor/ consultant.    
  Patients are seen on first come first serve basis. However, out of turn consultation may be provided in case of emergency or to senior citizens.

  For consultation in  Super-speciality clinics, you need to have referred from general
     OPD  of GOVT.VELLORE MEDICAL COLLEGE or any Government Institution.

  Speciality Clinics – General Medicine,General Surgery, Orthopaedics,Obstetrics & Gynecology,Paediatrics,E.N.T,Optholmology,Skin & Venerology,T.B.& Chest diseases, Dental Surgery,Ayush clinics
  Super Speciality Services:-  Cardiaology, Paediatric Surgery
  Investigations: After OPD consultation, the treating doctor will fill up the requisition forms for various investigations & direct/guide you to the concerned lab /dept.

        Sample collection centre for Blood, Urine, Stool etc. - OPD Ground Floor
        Sample Collection Timings are:- 
    7:30 a.m. to 12:00 noon
        Certain specialized investigations are done on particular days only.
       The report normally reaches the concerned OPD on the next OPD day.
       Certain investigations are done free of charge while C.T Scan charged as per the prevailing norms fixed by Government. Patients should Deposit the money only at the designated hospital Cash Counters and obtain the proper receipt.
        Due to excess work load, waiting period exists for certain investigations like  CT, USG etc.
            Patients are given future dates by the concerned departments. However, these may be done out  of turn in urgent situations,.

  Many facilities are provided at OPD level e.g. ECG, Plaster,Dressings, Injection and Immunization Room,Contraception and MTP Services, Minor Surgical Intervention, Physiotherapy, optometry,Audiometry

  Master Health Checkup done  after paying the requisite
     fees. For this purpose contact the central registration office, ground floor OPD.

  The decision to admit a patient rests with the treating doctor. The patient will be admitted only if necessary.
    Wheel chairs, patient trolleys etc. are available free of charge at the entrance of OPD.

  OPDs have waiting hall with chairs,  ramp , public utilities like
     drinking water & toilets etc. at each floor.

  You should park your vehicle in the paid parking only otherwise it is likely to be towed away.

                           INPATIENT SERVICES                            

   Patients admitted in General Ward of GOVT.VE MEDICAL COLLEGE

   All in-patients receive treatment by team of Resident / Duty Doctors and Nurses, available round the
     clock, under the supervision and guidance of Faculty Members of GOVT.THIRUVANNAMALAI MEDICAL     COLLEGE.

   Hospital Attendants are available in different wards to help in patient care and related activities.

   All the wards are fully equipped with modern gadgets & equipments e.g. ventilators, monitors,
      defibrillators, nebulisers; central O2 & suction supply etc. to provide top quality medical care.

   Indoor services have central air conditioning in needed wards, hot and cold water, toilets, portable X-ray machines, ECG  services , Generator back up, emergency lights, internal telephone, chairs for attendants etc. Our X-Ray machines & C.T are fully certified by AERB guidelines. PNDT act is strictly followed in USG services.

   Waste disposal is done as per the established rules (Biomedical waste management and handling
      rules, 1998) and utmost care is taken to keep the premises neat and clean.

   Every inpatient is provided with one attendant passes.

   Visitors are allowed only during notified visiting hours

   Special Investigations like  CT are changed as per the rates approved by Government
      and revised from time to time.

   For Eligible patients, on approval of treating Doctor, speciality Treatment & surgical Procedures are also available through Chief Minister Comprehensive Health Insurance Scheme. You may contact CMCHIS office to avail the same
   Bed linen is changed at the time of admission, thereafter on every alternate day and also whenever

   Food is served three times a day free of cost to all inpatients
     Destitute unattended patients are provided with attendants from hospital, drugs & surgical items
      are provided from hospital and all hospital charges are waived.Resident Medical  Officer help
      in location and calling the relatives/family members of unattended/unknown patients Destitute patients 
      are relocated to some destitute home after discharge from hospital.     

   Operation Theratres
         The institute has fully equipped modern Operation Theatres, where all kinds of major and minor 
           surgeries are performed using the latest techniques and technology.
         For routine surgeries, the respective departments maintain waiting list. Patients are called and 
           operated upon as per the waiting list. But, in case of emergencies/urgencies, the out of turn 
           surgeries are also performed, at the discretion at the treating doctors.
        The patient should get his Pre-Anaesthetic check up done in PAC Room / admitted for operation and follow                the instructions given by the treating Doctors.

    ICUs The hospital has fully equipped Main ICU at ground Floor, to provide expert ICU care.
      There are ICUs/HDUs in few other wards of hospital and SICU at 4th floor& SNCU in Ground Floor. Patients 
       requiring urgent ICU care are admitted to ICUs at the discretion of treating Doctors.

    Laboratory Services
          Emergency Lab - 24 hours, throughout the year, for all emergency investigations.
         All type of routine and special investigations incl. Biochemical, microbiological, pathology,
            immunology  are done at GOVT. VELLORE MEDICAL COLLEGE.

   Blood Bank:-  GOVT. VELLORE MEDICAL COLLEGE has a licensed modern, state of the art Blood Bank that functions 24 hours a day and provides facilities for blood donation, storage, issue of blood and its components. Strict precautions are taken and testing is done to prevent any borne infection. If your patient requires blood  transfusions, then you are requested to arrange healthy blood donors for donating blood in order to reduce shortage of blood.

   Miscellaneous Facilities
         Ambulance facility is available to transfer patients to other hospitals or meet any exigency/disaster
         Free battery operated vans  are available for transporting patients and 
            attendants with in the campus.
                 COMPLAINTS AND GRIEVANCES             

   There will be occasions when our services will not be up to your expectations.
   Please do not hesitate to register your complaints. It will only help as serve you better.
   You may lodge your complaints to the Duty Officer in Casualty Room, and to Resident Medical Officer. Every complaint will be duly  acknowledged and sincere attempt will be made to solve your problem.
                       RESPONSIBILITIES OF USERS                      
   The success of this charter depends on the support we receive from our users.
   Please try to appreciate the various constraints under which the hospital is functioning. On an average,3000 patients attend the OPD daily & more than 400-500 patients visit Casualty daily.
   Please follow the rules and regulations of the hospital while inside the hospital campus.
   Please do not cause inconvenience to other patients by crowding or making noise unnecessarily.
   Please help us in keeping the hospital and its surroundings neat and clean.
   Please don't argue with security guards, show your passes when asked for & help maintain the order  and peace inside the hospital premises.
   Please use the facilities of this hospital with care and do not damage/ spoil hospital property.
   Beware of Touts & unauthorized persons. Don't indulge in any money transactions with them.
   The Hospital is a No Smoking Zone. Please don't indulge in any money transactions with them.
   Please refrain from demanding undue favours from the staff and officials.
   Please provide useful feedback and constructive suggestions. These may be addressed to the 
      Dean of the Hospital.
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.
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 are 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 practiced 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.
• 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.
• Patients have the right to information on hospital rules andregulations.
• Information on organ donation
4. Preferences:
Patient has the right to a 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 prompt 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.
1. Honesty in Disclosure:
 I will be honest with my doctor & disclose my family/ medical history.
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 theprescribed 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 responsbility 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
1. Transparency and Honesty:
 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 spirit in my everyday medical practice.


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