Patient Guide. Welcome to Kasturba Hospital, Manipal and we thank you for choosing us as your preferred healthcare provider.

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1 Patient Guide Welcome to Kasturba Hospital, Manipal and we thank you for choosing us as your preferred healthcare provider. Kasturba Hospital, Manipal is an apex teaching hospital of Kasturba Medical College, Manipal University and has 2032 beds. It is one of the largest hospital in India and the first Medical College Hospital in Karnataka to get the prestigious National Board for Accreditation of Hospitals (NABH). Achieving Accreditation by AAHRPP (Association for the Accreditation of Human Research Protection Programs) is an added feather in the cap of the hospital. By achieving this accreditation, the hospital became the first hospital in India and the sixth in Asia to be bestowed with this honor. Kasturba Hospital is also certified by the ISO 9001:2008 and ISO 14001:2004. The hospital has also been conferred with the Commendation Certificate by the acclaimed Ramakrishna Bajaj National Quality Award These achievements reflect the hospital's strong commitment to deliver quality and superior healthcare to all our customers. Kasturba Hospital has full fledged departments covering the entire spectrum of medical care. In addition, we also provide unique services like Infertility Care, Chest and Allergy care, Medical Genetics and Gastroenterology. This information brochure will provide you general guidelines that are applicable during your stay at the hospital. Kindly contact our Customer Care Desk located in the ground floor, Smt. Sharada Pai Memorial Block for any queries. Vision Global leadership in human development, excellence in education and Health Care Mission Kasturba Hospital is committed to be the most preferred and comprehensive hospital through clinical excellence, patient centricity and ethical practices to meet the health care needs of the community Quality Policy Kasturba Hospital is committed to meeting patient needs and increasing patient satisfaction through continual improvement of its services, quality management system and by empowerment of staff. To deliver holistic, patient friendly and quality health care to all sections of the community. To create facilities and environment for teaching and training on evidence based medicine to all health care personnel.

2 Once the patient is admitted under one category, he/she is not allowed to change to general/special category Please note that the rates are subject to revision without prior intimation. Contact the Helpdesk of Central Admission Counter to find out the current tariff before admission. Non Availability of requested bed category: All efforts will be made to provide a bed in the chosen category. In case of nonavailability, you are requested to choose from the available options. FINANCE COUNSELLING The approximate bill amount will be sent on alternate days to all the inpatients to keep you updated. This is an estimate only and will vary depending on each patient's disease, treatment and length of stay. Your actual bill may differ from the estimate. PAYMENT DETAILS Kasturba Hospital accepts payment through Cash, Debit and credit cards. Payment may also be done through the remote payment facility provided by ICICI Bank. The patients who wish to use this facility are requested to make a deposit to the Remote A/c no: and IPC No ICICI After depositing the money, a scanned copy of the deposit slip including patient and deposit details should be sent via fax to Kindly carry ID proof while making Debit/ Credit card payments. This facility is restricted to dormatri transfer. But any remittance from abroad require declaration from the patient party Cheques are not accepted at Kasturba Hospital, Manipal. ADMISSION DEPOSIT 1. On admission an initial deposit will be collected at the Admission Counter 2. The deposit amount will vary depending upon the room category and the plan of treatment as specified by the doctor. The deposit for surgical departments will be higher compared to medical departments. 3. The patient relation executive will be informing you regularly regarding your updated bill status. You are requested to clear outstanding dues on a regular basis. 4. Patients are requested to produce Insurance/Medicare/ Discount/Scheme Card details, if any, at the time of admission. Kindly note that Insurance processing will have to be done prior to admission in order to get cashless facilities. You are requested to contact the Insurance cell to process the formalities.

3 REIMBURSEMENT CLAIMS Patients who are likely to claim for reimbursement of hospital expenses from insurance companies, organizations or Government agencies are advised to make all purchases including drugs from the hospital pharmacy. Kasturba Hospital will not endorse any bills for medications purchased from outside pharmacies. IDENTIFICATION BAND An identification band bearing your name, hospital number and treating department will be given to you on admission by the ward nurse. This band should be worn by the patient during their stay inside the hospital. This should not be removed or misplaced. HEALTH CARE TEAM Your medical care is a team effort which is coordinated by a team of highly qualified and experienced medical professionals. Doctors, nurses, technicians, radiographers, dietitians, physiotherapists etc will ensure the best care and comfort to the patient. DRUGS POLICY All medications are supplied by the hospital pharmacy, which maintains strict quality control and preserves the medicine under desired temperature conditions. This ensures that all injections/fluids etc are maintained at an ambient temperature and is not subject to variation in temperature due to power outages etc. Medicines purchased from external pharmacies will not be administered to patients inside the hospital. DRUG REFUND POLICY At the time of discharge, the ward nurse will arrange for refund of any excess medicines that have been indented This refund will be reflected in the final bill. Medications or consumables that are purchased from outside pharmacies are not refundable at Kasturba Hospital. DIET The hospital serves well balanced, nutritious meals to the inpatients. There is an additional charge for meals across all ward categories. Hospital provides total dietary supply to ICU patients. This includes the liquid therapeutic and solid diets. No food or liquid diet from outside shall be permitted for the patient admitted in ICU. Patient attenders can use the cafeterias that are located within the hospital campus. FEEDBACK

4 Patient feedback is very important for the continual improvement of our services. If you are not satisfied with the patient care and services, please inform our Patient Care Representatives who visit you daily. You may also contact our Customer Care Executive who is located in the ground floor, Smt. Sharada Pai Memorial OPD Block. You are also requested to fill in the Feedback Forms that will be given to you at the time of discharge. Several Feedback boxes are located within the hospital premises and we encourage you to drop in your feedback in these boxes. Your feedback will be confidential. However, you may be contacted by our executives for further clarification if required. Our Customer Care Cell can also be contacted via telephone: or GRIEVANCES. Your ward sister is your first point of contact to solve all immediate grievances A patient Relation Executive will visit you every day/or on alternate days. You can inform them of issues faced by you which will be addressed immediately. Inpatients are requested to fill the inpatient feedback form at the time of discharge. The feedback will be discussed and solved at the top management level. You are requested to give us both positive and negative feedback, to help us serve you better. For any urgent issues at night, you may contact the Manager on Duty, whose mobile number can be obtained from the Nursing Counters. GENERAL GUIDELINES What to Bring to the Hospital? Personal Toiletries Pyjamas/Night gown Comfortable clothing and footwear Identity proof (Aadhar card/driving License/Voter ID card) We advise against bringing valuables and large sums of money to the hospital. For your convenience, the hospital has a provision for depositing money in the Central Billing Section for safe-keeping. You may deposit the total amount towards your patients bill, Any excess will be returned at the time of final bill clearance. Hospital is not responsible for loss of any valuables/money PATIENT ATTENDANTS A Visitor pass is given to patient attenders. This pass is valid for the duration of the patient's stay in the hospital. Our security personnel are instructed to view the pass of attenders at all entry and exit points. You are requested to cooperate with the same. This is to ensure the safety of your patient the hospital personnel and equipment. We request one by stander to be with the patient at all times. VISITING HOURS POLICY

5 Visitors are instructed to view the detailed Visitors Policy in the boards that are displayed at all entry points of the hospital. PLEASE REMEMBER Visitors are not allowed during doctor rounds and /or when a patient is undergoing any procedure. Your patient needs maximum rest to aid in full and timely recover Children are not encouraged to visit patients in the hospital, as they are susceptible to acquire infection very quickly Visitors with cold, flu or any other communicable diseases are requested to refrain from visiting the patient A maximum of two visitors are allowed at any time during the visiting Hours. Infection Control: The management gives utmost importance to infection control and our staff undergo continual Infection Prevention and Control training programmers. Attendees are requested to wash hands or use the hand rub before and after touching the patient. Ballons/Flowers etc. are not allowed inside the hospital as they may cause PARKING FACILITY Kasturba hospital has provided for parking facility for patients near Smt. Sharada Memorial Pai OPD block, opposite Marena and near the private Wards. (Artificial Limb Centre Block) CCTV SURVEILLANCE Kasturba Hospital is under CCTV Surveillance 24/7. NO SMOKING POLICY

6 Smoking is strictly prohibited in the hospital premises. NO ALCOHOL/ILLICIT DRUGS POLICY Possession and /or consumption of alcohol/illict drugs inside the hospital is prohibited. Also, attendees will not be allowed to enter the hospital in an inebriated state. PATIENT/VISITORS BELONGINGS Patients and visitors are responsible for all personal belongings and valuables. The hospital is not responsible for replacing lost, misplaced, stolen or damaged belongings and valuables. DISCHARGE PROCEDURE Ø The Doctor will decide the discharge date, depending upon the patient condition Ø The actual discharge will happen only after the discharge summary is written by the doctor after completion of ward rounds. Ø The ward sister will inform you once the file is moved to the billing section for the final bill process. Once the bill is ready, you must make the payment (if any), or clear insurance formalities. Ø The Billing Staff will give you a receipt after complete payment of bill. This receipt should be shown at the Nursing counter in your ward. Ø Before departure, your nurse will give you the discharge summary and inform you the follow-up visit date. She/he will also explain the medication that you may need to continue at home Ø The pass issued during admission should be returned back during the settlement of bill. TRANSPORT You may contact the help desk in case you need Ambulance service.

7 PART - A For Corporate Patient

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9 Difference amount refers to the amount that is due to be period above the initial deposit and other periodic payment. GUIDELINES FOR INSURANCE/TPA PATIENTS At Kasturba Hospital, Manipal, we have a dedicated Insurance cell that will assist and guide you to avail hassle free cashless services PLANNED ADMISSION For cashless hospitalization, you are requested to apply for authorization atleasta couple of days prior to admission. This gives enough time to process the queries that are raised by the TPA. Our TPA Helpdesk will assist you with the pre-authorization procedure UNPLANNED ADMISSION For unplanned admission, without pre authorization from the TPA,the patient is required to pay the deposit as any normal patient. Please inform the admission counter of any Insurance facility that you have, to verify if the hospital has a tie-up with that particular provider. The application for cashless authorization should be made within 24 hours of admission. Only after due authorization, the patient will be considered under cashless category. PRE AUTHORIZATION PROCEDURE Step 1: Contact the TPA desk at Kasturba Hospital with your TPA ID Card and collect the pre-authorization form Step 2: Your Pre-authorization form will have three sections: Section A: General details on the health insurance policy that is to be filled by the patient Section B: Details pertaining to the treatment recommended n to be filled in and duly signed by the treating doctor Section C: Details on financial estimation/tariff details Setp 3: Once the treating Docor has filled the form, submit it at the Insurance Cell, along with the enlisted documents ** Step 4: Once the form is complete in all respects, the Insurance Cell will fax the same o the concerned TPA.

10 Step 5: The coordinator at the Insurance Desk answers ti any query/ additional information asked by the concerned TPA regarding the treatment of the patient. Step 6:The Insurance Cell will revert to you on the approval status The TPA usually approves a part of the total estimate called the Initial sanction. If admission is not done within 2-3 days of receiving the sanction, the santion will be treated as invalid and the entire process will have to be repeated. List of Documents to be Submitted (Photocopy) Insurance ID Card, Any Govt photo ID proof, Insurance Policy Previous hospitalization documents, first consultation paper Employee ID card if it is a TPA group insurance policy/corporate policy ADDITIONAL DOCUMENTS IN CASE OF MEDICO LEGAL CASE MLC report, Narration of report, FIR OUTSTANDING (EXCESS) BILL AMOUNT If the bill amount exceeds the authorized limit, the Billing department will send a reminder for further enhancement to the TPA. In case, the TPA denies the enhancement of the amount, the patient needs to start making interim payments and DENIAL In case of denial, the patient has to bear the expenses and claim the same from the Insurance provider post discharge from the hospital. DISCHARGE PROCEDURE The consolidated final bill will be processed with the concerned TPA for enhancement. Further approval or reconfirmation of the case will take up to 4 hours from the time of the final bill and discharge summary processing. You are requested to bear with this delay in the discharge formalities. The photocopy of the discharge summary and bill will be given to you. You need to make a nominal payment, if you require the investigation reports and detailed bill. The original bill would be sent to the concerned TPA.

11 @PLEASE NOTE The Insurance Cell is only a facilitator and has no authority to approve/disapprove any requests for cashless hospitalization. The Insurance Cell cannot guarantee on approval of cashless hospitalization or complete coverage of hospitalization expenses. The patient must give correct and consisted medical history and details to the doctor while filling the pre-authorization form. In case the claim gets denied due to inconsistent information, the patient will be responsible for the detail have and has to settle the hospital bill. The patient must be hospitalized for a minimum of 24 hours for availing cashless facility as an inpatient. Except for those facilities that come under the preview of Day care services or for those services for which the insurance provider/tpa waive is minimum 24 hours hospitalization requirement for availing cashless facility. Some items like diet, non medical items etc may not be covered under your Insurance policy. In such cases the patient needs to settle the bill in full. Pre-authorization by the TPA/Insurer does not automatically guarantee that the final bill is approved. There is a possibility of denial of authorization at any point during the hospital stay. In such cases the patient needs to settle the full bill. MEDICAL CERTIFICATES You are requested to intimate your doctor/ Nursing Staff in advance if you need a medical certificate or Fitness to Fly certificate etc. as proof of your stay in the hospital. You can also come on a later date and get the certificates if for some reason you are unable to get the certificate(s) at the time of discharge. FOREGIN PATIENTS Foreign Patients who wish to come to Kasturba Hospital for treatment as Inpatients are requested to contact the Customer Care Cell on or before arrival. The Customer Care Executive will assist with the registration, Consultation and if required with the admission process. They will also assist with the registration of residential permitwhich is mandatory for all patients who are hospitalized. This is done in coordination with the office of the superintendent of Police. The details of the Customer Care Cell are as below: Phone: customercare.kh@manipal.edu Fax:

12 HOSPITAL CONVENIENCES A) Cyber Cafes and photocopying centers: There are cyber cafes and photocopying centres situated in the hospital premises. B) Luggage Room: There is a luggage room situated in the first floor Old OPD block. Patients are advised to keep their belongings there at a nominal fee and collect them later. C) Dormitory: A new dormitory block is constructed for the benefit of patient visitors and attenders. By making a minimum payment, patient attenders can avail the dormitory facility which is located within the hospital campus. Services available ATM & BANKING SERVICES

13 PATIENT RIGHTS 1. To know the name and qualification of his / her doctor. 2. To know about his / her health, diagnosis, outcome, approximate cost of treatment and diet prevention. 3. To give / withdraw or withhold consent for any treatment, procedure, blood transfusion research protocol. 4. To seek second opinion before giving consent. 5. To choose the course of treatment from various options as advised by the doctor. 6. To decide about care or refuse treatment. 7. The personal dignity and privacy of every patients must be protected during their stay at the Hospital, consultation, examination. The confidentiality of the records of the patients must be protected unless otherwise required by law. 8. To deny disclosure of any information, photographs, videos, about nature of illness, nature of treatment, outcome of treatment to general public / any third party.

14 9. Uniform care shall be provided to each and every patient irrespective of his / her race, culture, caste, religion, age, gender or physical disability. 10. Any patient shall not be neglected or abused. 11. Each patient shall be advised of any changes in treatment prior to the changes. Each patient shall be advised follow-up care after discharge. PATIENT RESPONSIBILITIES 1. To respect hospital personnel and property 2. To abide by hospital rules and regulation 3. Accept that your Doctor may have to attend more serious patient than you 4. Accept that patient requiring emergency care is high priority for your Doctor 5. Ensure that all the information given to the hospital is true, correct, complete and accurate in all respects 6. Follow your Doctor's instruction carefully 7. Accept action taken by hospital to ensure your safe and secure stay, and to ensure privacy, confidentiality of your information 8. To keep your appointments 9. Ensure that payments are made in time 10.In case you require any clarification or have suggestions to make or have a grievance, please Contact us at Help Desk (phone number): or customer care feedback cell (phone number) or through patient feedback forms available in all OPD's, wards and ICU's

15 Accomodation

16 Hotels are situated within 0.5 KM from the hospital. Note: Tariffs are subject to change IMPORTANT PHONE NUMBERS Admission Billing / Casualty/Emergency / Trauma Centre / Radiology Blood Bank Artificial Limb Centre Hospital Pharmacy Accounts Department / Fax MS & COO