R

u A multi-super specialty hospital (191

CIMS
Care Institute of Medical Sciences
beds) in the heart of Ahmedabad
u 12.5 kms from the airport and 6 kms
At CIMS... we care
NABL
from Iscon Circle, less then 0.3 km
from S. G. Road
u Set over app. 17000 sq. yards
u Equipped with the state-of-the-art
technology
u Wide range of services in areas of
medicine, surgery, clinical research and
education.
 Welcome to CIMS
CIMS is a multi-super specialty hospital providing top-of-the-line diagnostic and interventional medical services to its
patients.

At CIMS, our main priority is YOU. We take the utmost care to make you comfortable with our caring and polite staff,
friendly environment, and of course our team of dedicated qualified doctors.

Our aim is to provide you the best treatment and care necessary for your healthy and speedy recovery.

The information given herewith is of great importance and we would appreciate your dedication in following the
instructions given for your own safety.

At the time of Admission Please bring with you

1. Please go to the admission counter and fill in the
form and complete the necessary formalities. You
might be asked for a deposit* at the counter in
accordance with CIMS polices.
2. Many patients are admitted in an emergency, but if
your treatment is planned then please check your
admission letter for any special instructions to be
followed before admission.
3. Please do enquire as regards your estimated
treatment cost.
4. Please inform the Insurance desk about your
Insurance Details, so that processes get smoother
for you, especially during discharge.
5. An indemnity / consent form will be needed to be
signed for admission.
6. Diet for Inpatient is included in Tariff.**
7. During the time of procedure, Cathlab/OT pass will
be available from main reception for two relatives.
8. When the patient will be shifted to ICU, relatives
need to vacant the room. **Subject to conditions
*Only cash and debit / credit card of
major banks will be accepted.
1. Personal toiletries and slippers
2. All reports, prescription, medicines, inhalers, etc
that you are currently taking
3. Spectacles, lenses, cases & solution and dentures
4. Insurance documents
5. A few things to help you pass your time like books,
puzzles, etc.
During your stay
1 Games, cards etc. are available with floor co-
ordinators.
2. Magazines and books will also be offered to you.
3. For single & suite class patients, a select list of DVD
will be available for viewing.
Please do not bring
1. Any valuables or jewellery. The hospital will not be
liable for any loss of valuables.
2. Outside food is not allowed in the hospital.
Consumption of tobacco
and smoking is strictly
prohibited in the hospital.

1
 On Admission
n Please submit patient and closed relative's identification
proof photo copy to admission desk during hospital stay.
n After your admission process is complete, one of the
admission staff members will escort you to your bed, explain
where things are and introduce you to the staff on duty.
n You will be given an identity belt with your name and
identification details on it. Please wear this all the time
while you are in the hospital.
n After your admission, the on-duty doctor will examine you.
n For any medical queries or concerns, contact on-duty
doctor or nursing incharge.
n For any Hospital service related concerns, contact floor
coordinator.
n Before you undergo any treatment, one of the team
members/doctor will explain the line of treatment
involved, the risks, benefits and alternatives and ask you to
give your consent.
n You will be asked to sign a consent form for surgery or any
interventional procedure, if not already done so.
n Please give your costly ornaments, wrist watch, mobile,
etc. to your relatives.
n Please collect your daily bill from billing department.
n Only the billing department processes inpatient payments.
Before Operation :
n If you are having an operation on a particular part of the
body, this may be marked by the surgeon at this time and
the part will be prepared.
n The nurses will check your personal details again before
taking you to the operating theatre.
Sleeping, bathing and washing facility are available
for patients relatives at a nominal charge.
For inquiries, contact, main reception.
Use of mobile phone is restricted in clinical areas as this may
interfere with the medical equipment. It also disturbs co-patients.
General instructions for
patients going in for surgery
The following is applicable if you are
having general anaesthetic or sedation:
n Stop smoking at least 10 days before surgery.
n DO NOT drink alcohol 24 hours before your
admission, as it will alter the effects of an
anaesthetic or sedation.
n Any medication that should be taken or to be
discontinued, is to be acted upon as per
consultant’s order.
n Consult your doctor as regards food intake prior to
the operation.
n Please go through the details given in anaesthesia
consent form and discuss with the concerned
anaesthetist on his visit before operation.
If your operation is in the morning:
n You must not have anything to eat or drink after 12
midnight; this includes chewing gum and sweets.
If your operation is in the afternoon:
n You should not consume anything orally after
early morning.
The following is applicable if you are having a local
anaesthetic:
n You do not need to starve before your operation,
so you may have a light meal up to two hours
before you come to the Hospital.
n Any medication should be taken as per
instructions of the consultant.
n All the rules of anaesthesia should be confirmed
with a doctor or his assistant.
n Companion will be allowed in the room as per rules.
n Visitors must have visiting pass & also should
observe the visiting timings.
n Please keep the noise level low.
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 At the time of Discharge

n Discharge of the patients will be authorized by the doctor in charge.

n You will be handed over your discharge file which will contain
- All reports, discharge summary
- Medical prescription
- Other precautions and instructions, if essential
n Discharges are processed round-the-clock.
n Any refund above ` 10,000/- will be paid by cheque.
n Checkout time is 12.00 noon. After 12.00 noon, a new day charge will apply.
n Please submit your patient companion passes while leaving at IPD reception or a fine may be charged for
the lost pass.
n Please take all your personal belongings at the time of your discharge.
n Please understand carefully how the medications are to be taken.
n Take follow-up appointments.
n The type of care you need at home will depend on the type of surgery you had.
n Please fill in the patient feed back form to help us serve better in the future.
n In case of any queries, contact the help desk (Extn No.: 1078)
n Service charges will be applicable on overall bill except the medicines and consumables charges.
n Discharge process will take minimum 2 hours after intimation of Doctors to nursing staff.

In case, the patient wishes to discharge against medical advice, a form 'Discharge Against Medical Advice'
will have to be signed by the patient. The hospital will not be responsible for the patient's condition
thereafter.

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General Guidelines

We need your co-operation :

1. Please respect other patients around you who are sleeping and keep noise to a minimum.
2. Keep your room environment clean & hygienic and help us maintain standard of cleanliness.
3. Keep the toilets clean & dry.
4. Use dustbin for disposal of any waste.
5. All meals are provided from the hospital. Only vegetarian and health promoting food is served.
6. Special diet will be served as prescribed by the doctor.
7. Meals are planned and their preparation is supervised by trained and competent clinical
nutritionists.
8. The patient may be transferred to a government /municipal hospital for non-payment or any other
administrative reason.
9. Please do not sit /sleep on patient’s bed and in any waiting area.
10. Companion pass will be taken by security during entry and returned when exiting from floor.
Kindly co-operate.
11. Please co- operate with the working staff to help them serve you better.
12. Please be calm, composed & positive to help yourself recover faster.
13. Please respect all hospital rules & regulations.
14. Only two visitors are allowed inside patient's room at a time during visiting hours.
15. Please bring to the notice of management, if any staff is asking for TIPS.
16. On request, ambulance service is provided (at an extra nominal charge) for the patients(Ext. 1098).
17. In-house Mortuary facility is available for registered patients.
18. Hospital will not be responsible for any of your personal belongings.

Visiting hours : 12.00 noon to 1.00 pm and 5.00 pm to 7.00 pm (Monday to Sunday)
If you have any queries about your Admission date or time,
please contact your Consultant or our Admission Desk at +91-79-3010 1080

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 Patient-centric infrastructure: State-of-the-art ICUs & well-equipped rooms

n General Ward Patient-centric services

n Twin rooms ® Quick and hassle-free admission &
n Single rooms discharge
n Well-appointed ® Stay-in facility for patient relatives
Suites ® Round-the-clock pathology, radiology,
n Radial Lounge pharmacy and cafeteria
International patient services includes
n Appointment Scheduling
n Treatment Packages in Advance
n Visa Assistance*
n Airport pick-n-drop facility*
n Hotel reservations assistance
n International newspapers
n Ambulance pick-up, if required
n Assistance for dining services
n Follow up assistance for future appointment schedule after discharge

* subject to conditions

Infection Control education for patients and relatives

1. Please use the alcohol hand rub on the way into and out of the ward.

2. Please do not visit patients if you have cough, running nose, sneezing, fever, diarrhoea & vomiting.

3. Maintain good hygiene.

4. Please do not let children under 12 visit the patient.

5. Offer to take home surplus personal belongings so that the area around the bed can be easily cleaned.

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 Our Technology
State-of-the-art ICU Pediatric ICU Neonatal Warmer Operation Theater

Sleep lab High frequency

Cath lab
Ventilator for Neonates

Pediatric Emergency Transport Radiation Therapy Center CT Scan

24 x 7 Dialysis Facility Rehabilitation Electric Trolley Bed

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 Our Departments

n Anaesthesiology n Health checkup n Pathology and Microbiology

n Cardiology n Infectious and HIV disease n Pediatric Surgery
n Cardio-thoracic Surgery n Internal Medicine n Physiotherapy and
n Cosmetology n Joint Replacement Surgery Rehabilitation
n Critical Care n Laparoscopic Surgery n Preventive Health Care
n Dentistry n Neonatology and Pediatrics n Pulmonology
n ENT n Nephrology n Radiation Therapy Center
n Family Medicine n Neurology n Radiology
n Foetal Medicine n Neurosurgery n Sleep Medicine
n Gastroenterology n Obesity Management n Spine Surgery
n Gastro & Intestinal Surgery n Oncology & Onco Surgery n Trauma Care
n General Surgery n Ophthalmology n Urology
n Gynecology and Obstetrics n Orthopedics / Arthroscopy and n Vascular Surgery
n High Risk Pregnancy Unit Sports Medicine
n Haemato-Oncology n Pain Clinic

Care of Patients
NURSING CARE
n Sponge bath, Mouth care, Back care, Hair care
n Apart from the above services, medicine
administration and maintenance of treatment sheet
is done by nurses.
n There is a call button at your bedside to help you.
They report to the consultant and update them on your
general condition. They will take rounds to monitor and
assess your progress. They only follow the orders given
by your consultants. They will attend to you in case of
emergency.
TREATMENT

RESIDENT DOCTORS Your consultant treating doctor at hospital is

responsible for your treatment. And they will give
Qualified and Trained Hospitalist, Medical Officer and necessary instructions for your laboratory tests and
Clinical Care Coordinators are available in the hospital. treatments.

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 Care of Patients

NUTRITIONAL HOUSEKEEPING

n Food is an important part of the services rendered. Your room will be cleaned daily by our housekeeping
The hospitals clinical nutritionists personally staff. If you require any additional cleaning, please
supervise the menu. inform our floor coordinators or nurse for assistance.
n Cafeteria services are available for patients relatives.
n Outside food is not allowed in the cafeteria. PATHOLOGY
n The clinical nutritionists will visit you daily. Please
feel free to render suggestions about the food. n Aided by state-of-the-art fully automated
n Diet counseling and written guidelines are given to instruments
patient’s at the time of discharge. n Highly HPC registered Biomedical Scientists under
constant supervision of Consultant Pathologist with
PHARMACY
High Quality Assurance
n Well-equipped to carry latest tests
n The pharmacy is open 24 x 7.
n Services available for indoor as well as outdoor
n Medicines are delivered by the pharmacy to the
patients
floor.
n Facilities for home visit available round the clock for
n Return of cut strips and open medicines or
all
injections, etc. will not be accepted by the pharmacy.
n Our Pharmacy is backed by well qualified
Pharmacists. RADIOLOGY
n We have OPD and IPD based pharmacy.
n Digital X-ray system
PHYSIOTHERAPIST n IITV
n Various X-Ray procedures
n Patient referred for physiotherapy will be attended n Ultra Sonography
twice (morning & evening) by the hospital n Color Doppler
physiotherapist. The timings, however, may vary. n Mammography
n Physiotherapy & Rehab counseling along with n Computerized Tomography Scan(16 Slice CT Scan)
written guidelines are given to referred patients on
discharge.

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 Patients rights and responsibilities
Patient Rights
Accessibility and Availability
u To be provided with appropriate and professional
healthcare regardless of your caste, color, religion, gender,
nationality, culture, language, socioeconomic status, sexual
orientation or disability
u To be provided care at the time of emergency
u To access your clinical records
u To be given treatment in a safe environment and receive
emotional support which may include minimal separation
from your family within the limits of medical care provided
Pain Management
u Assessment and reassessment of pain
u Information about pain and pain relief measures
u Quick response to report of pain
u Dedicated pain relief specialists
Information Exchange
u To be entitled to information about your medical condition,
treatment, possible results in a language that you
understand (where possible) so as to make informed
decisions
u To know about plan of care
u To avail information about the possible risks, side effects
and alternative methods of treatment
u To know the names of the healthcare professionals
responsible for your treatment and care and to know any
additional professional information regarding care provider
u To take decision regarding what information is to be
provided to the family
u Patient can seek second opinion and hospital will facilitate
the same, after approval from treating doctor.
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Patient Responsibility
Accessibility and Availability
u To follow the treatment plan advised by your care provider
u To provide contact details of at least one relative who can be
approached in case of emergency
Pain Management
u Ask the doctor or nurse what to expect regarding pain and
pain management
u Discuss pain relief options with the doctors and nurses
u Work with the doctor and nurse to develop a pain
management plan
u Ask for pain relief when pain first begins
u Help the doctor and nurse assess the pain
u Tell the doctor or nurse if the pain is not relieved
u Tell the doctor or nurse about any worries regarding taking
pain medication.
Information Exchange
u To provide accurate and complete information about your
present medical condition including any past illnesses,
hospitalization, medications and other relevant details in
order to receive appropriate and safe medical treatment
u To provide correct demographic and general information
u To give correct details regarding any past illnesses
u To provide information about any known allergy
u To give honest update on health status during course of
treatment
 Patients rights and responsibilities

Patient Rights Patient Responsibility

Involvement in Decision Making Involvement in Decision Making

u To knowledgeably make decisions regarding your medical u To understand that any discontinuation in treatment
care and receive information about any proposed treatment advised by your care provider or leaving against medical
or procedure in order to give informed consent or to refuse advice would be at your own risk
care, treatment and services
u To make informed decisions about your care after being
advised of material risks, benefits and alternatives
u To have your family or representative involved in care,
treatment and service decisions
u To appoint someone legally to make decisions on your
behalf if unable to do so

Respect, Dignity and Consideration Respect, Dignity and Consideration

u To receive respect for religious beliefs and values without u To behave in a polite and respectful manner to other
affecting treatment, other patients and in accordance with patients, hospital staff and doctors
the hospital policy
u To receive assessment and management when patient is
dying
u To have your wishes followed concerning organ donation
u To have access to spiritual services
u To be free from all forms of abuse or harassment

Personal and Information Privacy & Confidentiality
u To be provided with suitable privacy for undergoing
examination, certain procedures and treatment and
transportation
u To be provided with suitable privacy whenever demanded
by the patient / family
u To keep confidentiality and privacy of your medical and non-
medical information and all aspects of care rendered
Personal and Information Privacy & Confidentiality
u To understand that though the confidentiality of records will
be maintained, authorized statutory bodies, insurance
companies or your payer would be allowed to view your
records

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 Patients rights and responsibilities
Patient Rights
Treatment Cost
u To be entitled to financial counseling and an estimate of
your hospital bill at the time of your admission
u To get information of day to day bills in accordance with the
hospital policy
u To get detailed bill at the time of discharge
Concerns and feedback
u To register complaint and receive information on your
complaint processing
Security
u To be protected from abuse, neglect, assault, harassment,
unnecessary use of restraint, manhandling and other similar
instances
u To safeguard patient's belongings in case of emergency
patients and those patients unable to make decisions
regarding their possessions
Consent
u To give consent or refuse medical care or recommended
treatment to the extent permitted by law
u To be informed about any research activity and to refuse to
be a part of the study
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Patient Responsibility
Treatment Cost
u To provide TPA/Insurance details at the time of admission
u To know day to day billing and to make timely payments
u To make deposit as per hospital policy
Concerns and feedback
u To provide your valuable feedback and suggestions
Security
u To take care of your valuables and belongings
u Not to damage hospital property and to comply with
hospital policies (e.g. no smoking, no tobacco chewing, no
spitting, maintaining silence, etc.)
Consent
u To report whether you clearly understand the instructions
given by your care provider
u To ask for additional information or clarification if you do not
understand any instructions
Patient Satisfaction

Patient's wellbeing is our top most priority. Occasionally, however, we may fail to meet our patient's
expectations. Should this happen, the Patient and Guest relation officer (PGRO) is the liaison between
the CIMS Hospital and the patient for any complaint that may arise during the course of treatment.

A Patient and guest relation officer has the authority to investigate complaints independent of the
departments involved and the administration. The Patient and Guest relation officer reports to the
highest level of the CIMS Hospital: Manager – Hospitality and administration and Chief Operating
Officer.

The importance of making your concerns known:

Most of the unsatisfied patients do not register their complaints because they do not know how or
because they feel it will not do any good. However, if you call, two things happen. You give us opportunity
to solve your problem, and in solving your problem, we also learn to provide better service. The
information that you provide is communicated to top administration and is used to provide data for the
monthly review of departments and to propose policy and systems changes. We value your opinion, and
we welcome your call.

Our officer can help:

n If you have a problem with medical service
n If you have concerns about the quality of your care
n If you have a problem with any of our employees.

How issues are resolved:

We recommend that patients first attempt to resolve the problem with the department in which the
problem occurred. If these attempts are unsatisfactory, call Patient Guest Relation number
+91 90990 68959 or extension 1178 and a PGRO will be assigned to investigate your complaint. We use

12
 Patient Satisfaction

the following process to resolve complaints:

1. We begin the investigation by interviewing you to identify your main concerns.
2. We contact and interview the appropriate individuals.
3. All appropriate documents, such as medical records are reviewed.
4. A resolution of the problem is reached and all appropriate individuals are told about the resolution.

What to expect from the process

The Joint Commission International (JCI) and National Accreditation Board for Hospital and Healthcare
provider (NABH) have set standards that hospital must meet in managing patient complains/ grievance.
These standards state that complaint mechanisms must be designed to ensure the following:
1. Patient and families are informed of their rights to present their complaints and are told how to do
so.
1.1. Feedback Form
1.2. Suggestion Form
1.3. During Rounds
2. The organization analyses the complaints and when indicated, takes appropriate action to correct
the problem.
3. Each patient or family making a significant complaint receives a response from the organization that
substantively addresses the complaint.
4. Presenting the complaint does not in itself serve to compromise the patient's future access to care.

What to do when service does not meet your expectations:

Medical Care: Patient care:
+91-90990 85802, 98252 47482 +91- 90990 68959, 90990 66529

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International Patient Safety Goals

GOAL
Correct identification of a patient
1
GOAL Effective communication amongst care
2 givers

GOAL Safety of high alert medications

3
GOAL Ensuring correct-site, correct-procedure
4 and correct-patient surgery

GOAL Reducing the risk of hospital acquired

5 infections

GOAL Reducing the risk of patient harm

6 resulting from falls

14
Hospital Extension Nos. Gandhinagar

Main Reception 1078

OPD Reception 1000

Way to Gandhinagar
Way to Sola Gam
ad Vaishnodevi
Ro Circle
ng
Admission 1080 Ri
P.
S.

Billing 1082 Gujarat

High
Court

Insurance 1085 Ghatlodiya

Science City Road Satadha Vadaj
Cross r
Pathology 1036 Science Shukan
Road
Naranpura
Mall
City Sola
Radiology 1031 Railway
line Over
mgam
ad - Vira Bridge Sun-N-Step Club
Ahmed
ab
CIMS
Pharmacy 1002
HOSPITAL
Saibaba
Health Checkup 1088 Temple

Room Service 1921

Thaltej Doordarshan
Nursing Station-First Floor 1199 Cross Road Kendra
Gurudwara
S. P. Ring Road

Nursing Station-Second Floor 1299

S.G. Road
Physiotherapy & Rehab 1181
The Grand
Emergency 1094 Bhagwati

GICU / TICU 1096

Judges
Pakwan
Bunglow
NICU 1092
Rajpath
PICU 1090 Club
Iskon
CCU 1190 Bopal Temple

Premier CCU 1192

To Sarkhej

Iskon
GICU-2 1151 Circle
*Not to scale
SICU-1 1290 Sarkhej

R
SICU-2

Radial Lounge
1292

1147
Emergency : +91-9099011234
For dialing from outside
please dial 30101 before
Room No. e.g. for Room
No. 208 You dial 30101208
CIMS
Care Institute of Medical Sciences
CIMS Hospital, Nr. Shukan Mall, Off Science City Road, Sola, Ahmedabad-380060, Gujarat, INDIA.
For appointment call : +91-79-3010 1200, 3010 1008
Mobile : +91-98250 66661 or email on opd.rec@cimshospital.org
Ph. : +91-79-2771 2771-75 (5 lines) Fax: +91-79-2771 2770
email : info@cims.me web : www.cims.me
Ambulance & Emergency : +91-98244 50000, 97234 50000, 90990 11234