At Santiniketan Medical College & Hospital, we are committed to delivering the highest standards of healthcare to our patients. Our Citizen Charter reflects our dedication to transparency, accountability, and excellence in providing medical services. It is a pledge to uphold patient dignity, ensure timely and effective treatment, and continuously improve our healthcare practices.

1. General Information

• Name of Institution: Santiniketan Medical College & Hospital
• Location: Nanoor Chandidas Road, Bolpur, Birbhum, West Bengal - 731204
• Contact Details:
• Phone: +91-74790-02847
• Email: info@smcbangla.com
• Website: www.smcbangla.com
• Type of Hospital: NABH accredited teaching and treatment Hospital with 24/7 emergency services.

2. Operating Hours

• Outpatient Department (OPD):
• Monday to Saturday: 9:00 AM – 2:00 PM
• Sundays and public holidays: Closed, except for emergencies.
• Administrative Offices:
• Monday to Saturday : 9:00 AM – 5:00 PM
• Lunch Break: 1:00 PM – 2:00 PM
• Emergency Services:
• 24 hours a day, 7 days a week.
• Pharmacy: Open 24/7.

3. Core Services Offered

Medical Departments

• General Medicine
• Surgery
• Pediatrics
• Obstetrics and Gynecology
• Cardiology
• Neurology
• Nephrology
• Oncology
• Orthopedics
• ENT
• Gastroenterology
• Urology
• Psychiatry

Diagnostic Services

• Imaging: X-Ray, Ultrasound, CT Scan, MRI
• Laboratory Tests: Pathology, Biochemistry, Microbiology
• Special Diagnostics: EEG, ECG, TMT, Holter Monitoring

Critical Care Facilities

• Fully equipped Intensive Care Units (ICUs) for adults, pediatrics, and neonates.
• Ventilators, advanced oxygen delivery systems, and bedside monitors.
• 24/7 specialist availability for ICU cases.

Emergency and Trauma Services

• Ambulance services equipped with life-saving equipment.
• Triage facilities for immediate categorization and treatment of emergencies.

Surgical Facilities

• Modular Operation Theaters with advanced surgical instruments.
• Minimal Invasive Surgeries (MIS).
• Post-surgical recovery rooms with round-the-clock monitoring.

Rehabilitation Services

• Physiotherapy and occupational therapy units.
• Speech therapy and psychological counseling.

4. Patient Rights

As a patient at our hospital, you are entitled to:

• Dignity and Respect: Our staff will treat you with care and courtesy, respecting your privacy, cultural, and religious beliefs.
• Information: You have the right to receive clear and complete information about your condition, treatment options, and prognosis.
• Informed Consent: No procedures will be performed without your explicit and informed consent.
• Access to Records: You can request access to your medical records, subject to hospital policies.
• Confidentiality: Your medical information will be kept confidential, shared only with authorized personnel or as required by law.
• Grievance Redressal: You have the right to voice concerns and receive prompt responses.

5. Patient Responsibilities

To ensure smooth healthcare delivery, patients and their families are requested to:

• Provide accurate and complete information regarding medical history and ongoing treatments.
• Follow hospital rules and regulations, including infection control measures.
• Respect hospital staff and other patients.
• Cooperate with treatment plans and discharge procedures.
• Ensure timely payment of hospital bills.

6. Quality Standards and Commitments

• Timely Service: Our goal is to reduce waiting times and provide prompt treatment.
• Hygiene: Regular cleaning and disinfection protocols are followed across all departments.
• Safety: Equipment is maintained and inspected routinely for safety and accuracy.
• Staff Training: Continuous education programs ensure that our medical and non-medical staff stay updated on the latest healthcare practices.
• Feedback Mechanism: Patient feedback is collected regularly to identify and address gaps in service.

7. Infrastructure and Amenities

• Wheelchair Access: All facilities are wheelchair accessible.
• Signage: Clear and bilingual signage for easy navigation.
• Rest Areas: Comfortable seating and waiting areas for patients and families.
• Public Amenities:
• Clean drinking water.
• Well-maintained toilets.
• Public phone booths and Wi-Fi zones.
• Canteen: Nutritious and hygienic meals for patients and visitors.

8. Financial Transparency

• Billing: Transparent billing with itemized details for all procedures and treatments.
• Insurance: Support for various health insurance schemes and cashless treatments, where applicable.
• Subsidized Services: Affordable treatment for economically weaker sections.

9. Grievance Redressal System

• Complaint Registration:
• Complaint boxes are available at key locations.
• Online grievance forms can be submitted via our website.
• Designated Officer: A grievance redressal officer is available during working hours to address complaints.
• Resolution Time: All grievances will be acknowledged within 24 hours and resolved within 7 working days.
• Escalation: For unresolved issues, contact the hospital director.

10. Emergency Preparedness

The hospital is prepared to handle mass casualties, natural disasters, and other emergencies with:
• 24/7 availability of emergency medicine and disaster response teams.
• Standby generators for uninterrupted power supply.
• Collaboration with local authorities for crisis management.

11. Feedback and Continuous Improvement

We value your feedback as it helps us enhance the quality of care. Feedback forms are available at the reception and can be submitted anonymously. Alternatively, patients may email their suggestions.
“Your health and well-being are our priority. Together, we build a healthier future.”