Employee handbook

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 CONTENTS
Chairman’s Message.................................................................................. 02
Managing Director’s Message.................................................................... 03
Medical Director’s Message....................................................................... 04
Board of Directors....................................................................................... 05
Promoters.................................................................................................... 06
Director and Dy. Medical Director’s............................................................ 07
Heads of Departments........................................................................... 08-09
Sunrise Group of Hospitals......................................................................... 10
About Us..................................................................................................... 11
Mission....................................................................................................... 11
Vision.......................................................................................................... 11
Quality Policy.............................................................................................. 11
Specialities................................................................................................. 12
Our Commitments..................................................................................... 13
Induction Programme................................................................................ 14
Training Programme.................................................................................. 15
Pre-employment Medical Check up.......................................................... 15
Annual Health Check up & Immunization.................................................. 15
Attendance Guidelines............................................................................... 15
Employee Rights & Responsibilities.......................................................... 16
Standards of Conduct................................................................................ 17
Code of Conduct....................................................................................... 18
Disciplinary Action..................................................................................... 19
Discrimination & Sexual Harassment........................................................ 20
Committee Members................................................................................. 20
Leave & Holidays....................................................................................... 21
Performance Appraisal.............................................................................. 21
Accommodation Policy.............................................................................. 22
NABH & Health Care Providers................................................................. 22
10 Chapters of NABH................................................................................ 22
Patients & Family Rights Charter............................................................... 23
Fire & Safety Training................................................................................. 24
Basic Life Support...................................................................................... 24
Incident Reporting..................................................................................... 25
Information Technology.............................................................................. 25

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 Dear Friends,
WELCOME TO
SUNRISE FAMILY
Sunrise Hospital is a visionary Healthcare Organization and the entire
team is entrusted to provide personalized care to the suffering multitude.
Patient Care is the central concern of the Organization and because
of this significant responsibility we have developed the Employee
Handbook as an invitation to help shape a shared vision.

Your valuable contribution will help us to provide services of the highest

quality to our patients. The handbook is intended to provide guidance
for your personal and professional growth in the Organization and it
reflects the values of the Organization. The contents of this handbook
define the expectations we place on ourselves and those who work on
our behalf towards achieving mutual success.

The employee handbook also defines the Institution’s code of conduct

representing reaffirmation of our long term commitment to our patients.

Dr Hafeez Rahman
Chairman
Sunrise Group of Hospitals
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“Pleasure in the job puts perfection in the work”
- Aristotle

I firmly believe that enthusiasm is a foundation and secret for success

both in workplace and at home. Be passionate about your chosen field
and consistently work towards the prime objective of our hospital i.e. “To
bring the smile of good health on every face”. Further, adhere all the Rules
& Regulations for a long standing association with our hospital. Please
remember that pursuing excellence is not a one time job, it is a way of life.

Have a wonderful career at Sunrise Hospital !

Best Wishes from

Mrs Parveen Hafeez

Managing Director
Sunrise Group of Hospitals

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 Dear STAFF,
A warm welcome to you. Sunrise Hospital wish to offer patients the best of
care and that is possible only by the sincere and dedicated efforts of our
staff. This handbook will give you details of our vision and the guidelines
for better staff performance. Customer satisfaction and professionalism in
service should be your primary concern.

We assure you a comfortable working environment and approachable

management.

Wish you the very best.

Sincerely,

Dr R Padmakumar
Medical Director
Sunrise Group of Hospitals

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BOARD OF DIRECTORS

Dr Hafeez Rahman, MBBS, MD, DipNB

Chairman, Sunrise Group of Hospitals

Mrs Parveen Hafeez

MD, Sunrise Group of Hospitals

Dr R Padmakumar, DNB, MNAMS Dip. ALS, FAIS

Dr Manjunath D.S, MBBS, MS (Ortho)

Dr Cyriac Mathew, MBBS

Dr Prathap Kumar, MB, FRCS (Tr & Orth)

FRCS(Ger), D’Orth, Dip ATLS

Dr Rajeev Jayadevan, MD (Vellore), DipNB, MRCP(UK)

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 PROMOTERS

Dr Hafeez Rahman, MBBS, MD, DipNB

Chairman, Sunrise Group of Hospitals

Mrs Parveen Hafeez

MD, Sunrise Group of Hospitals

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 MEDICAL DIRECTOR

Dr R Padmakumar, DNB, MNAMS Dip. ALS, FAIS

Senior Consultant Surgeon (Specialist in Laparoscopy, Hernia,
Cancer, Endoscopic Thyroid Surgery, Obesity and Diabetic Surgery)

DEPUTY MEDICAL DIRECTORS

Dr Manjunath D.S, MBBS, MS (Ortho)

Senior Consultant in Orthopaedics & Spine Surgery

Dr Cyriac Mathew, MBBS

Chief Medical Officer

Dr Prathap Kumar, MB, FRCS (Tr & Orth)

FRCS(Ger), D’Orth, Dip ATLS
Senior Consultant Upperlimb Surgeon

Dr Rajeev Jayadevan, MD (Vellore), DipNB, MRCP(UK)

Senior Consultant Gastroenterology

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 Heads of Departments

Louis Menezes
Director Marketing and Sales
Sunrise Group of Hospitals

A Mohammed Riaz
General Manager (Corporate Affairs)

Raghavan Pozhath
General Manager (Administration)

P K Syed Mohammed
Manager (HR)

Joby Joseph
Manager Patient Relations

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DEPARTMENT OF NURSING

Prameela D S
Deputy nursing Superintendent

Sheela Kuriakose
Deputy Nursing Superintendent

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 Sunrise Group of Hospitals
K akkanad
Seaport – Airport Road, Kakkanad, Kochi – 682 030, Kerala, India

+91 484 4160000

Palarivattom
Thammanam Road, Palarivattom, Kochi – 682 025, Kerala, India
+91 484 4159999

Changaramkulam

Arafa Hospital Pvt. Ltd, Nannamukku, Changaramkulam,

Malappuram – 679 575, Kerala, India, +91 494 2650881

K anhangad
Kusavankunnu, Ramnagar P.O., Ajanur, Kanhangad,

Kasaragod – 671 531, Kerala, India, +91 467 2208180

Delhi
F-1, Kalindi Colony, New Delhi – 110 065, India
+91 11 48820000
Mumbai
3rd Floor, Dreams Mall, LBS Road, Near Bhandup,
Station Bhandup (W), Mumbai – 400 078, Maharashtra, India
+91 22 45044504
Solapur
146, B/1, Railway Line, Solapur – 413 001 Maharashtra, India
+91 217 2313255
Dubai
International Modern Hospital, Port Rashid Road, Al Mankhool Area,
Bur Dubai, PO Box 121735, Dubai , UAE, +971 4 4063000

Congo
Padiyath Medicity, Hospital Du Cinquantenaire, Avenue Deliberation,
Commune Kasavubu, Kinshasa, D.R.Congo, +243 973068999

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ABOUT US
Sunrise Hospital is a multispeciality Hospital established in 2005
at Kakkanad, Kochi, focused on ‘Laparoscopic and Endoscopic
Surgeries’ in all specialities and has won International acclaim as the
‘Apex center for Minimally Invasive Surgery in Asia’. We have also
been honored as a Center of excellence in ‘Hernia Surgeries and
Laparoscopic Cancer Surgeries’.

MISSION
‘To bring smile of good health on every face’

VISION
• To be a centre of excellence, growth oriented Organization
where individual’s hard work and skills synergize to provide patient
centered care

• To render quality healthcare to the suffering multitude, conforming to

the major tenets of scientific and ethical standards

• To encourage training programmes for the professional to gain

from the leading-edge researches

• To develop practices, those instill vision and integrity to bring emotional

responsibility into decision making

QUALITY POLICY
Sunrise Hospital is committed to quality through providing best
medical care and services by credentialed medical and paramedical
professionals. We are committed to the implementation of an effective
quality system through ethical beliefs and practices, good corporate
governance, innovation, medical excellence and professionalism. The
Organization maintains the quality standards committed through its
state-of-the-art technologies and facilities. The Organization aims at
continued quality improvement through medical education, research,
trainings and workshops.
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 SPECIALITIES
1. Anaesthesiology 20. Neurology

2. Cancer Surgery 21. Neurosurgery

3. Cardiology 22. Obesity & Diabetic

4. Cardiothoracic Surgery
5. Dentistry
6. Dermatology
7. Developmental Paediatrics
8. Diabetology
9. ENT
10. Emergency Medicine
11. Gastroenterology
12. General Medicine
13. General Surgery
14. Gynaecology & Obstetrics
15. Gynae Oncology
16. Infertility
17. Laparoscopy
(Minimal Invasive Surgery)
Surgery (Metabolic Surgery)
23. Ophthalmology
24. Orthopaedics & Joint Replacement
25. Paediatrics & Neonatology
26. Paediatric Nephrology
27. Physiotherapy
28. Plastic & Reconstructive
Surgery
29. Pulmonology
30. Psychiatry
31. Psychology & Counselling
32. Radiology
33. Shoulder Surgery Unit
34. Urology

18. Mental Health

19. Nephrology

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Our Commitments
• Patients: We are committed to provide personalized care
supported by the highest quality of mode of treatment and state-
of-the-art facilities.

• Medical Professional: We are committed to

provide an integrated workforce engagement that has a team
of experienced and skilled professionals and state-of-the-art
infrastructure.

• Employees: We are committed to provide a workplace

environment for the personal and professional growth of the employees,
where innovative ideas are considered and to treat all employees
with respect and dignity.

• Educational Institutions: We are committed to

cooperate with the educational Institutions for providing inputs
related to healthcare awareness.

• Community: We are committed to cater to the

communities we serve based on their needs and edify the people
by organizing outreach service and awareness programmes.

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 Induction PRogramme
All new employees are inducted to the Hospital environs and policies
through the Employee Induction Programme. It involves the following:

1. Hospital Tour 7. Compensation and Benefits

2. Introduction to 8. Leave and Holiday

Organizational Mission,
9. NABH Awareness
Vision and Quality Policy
10. Fire and Safety Training
3. Introduction to the
Specialities, Service 11. Basic Life Support
Departments and Facilities
12. Infection Control
4. Code of Conduct
13. IT/HMS Training
5. Employee rights and
responsibilities 14. Website access

6. Decorum 15. Appreciation awards

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TR AINING PROGR AMME
Regular training sessions are conducted in the Organization to develop
domain competencies. The Training progamme is coordinated by the
Human Resource Department and Quality Assurance Department.
All staff are intimated about the schedule and topic of the training
session through a circular. All the training details and feedbacks are
recorded. The Employee Training Reports are updated in the personal
files of the staff and are verified at the time of performance evaluation.

PRE-EMPLOYMENT MEDICAL CHECK UP

Candidates selected for employment in the Organization should
undergo Pre-employment Medical Examination. Candidate can join
only after getting the fitness certificate from the Chief Medical Officer
(CMO).

ANNUAL HEALTH CHECK UP &

IMMUNIZATION
Annual Health Check Up of the employees is done and record of such
examination is updated in their personal files which are maintained by
the HR Department.
Employees who have not undergone HbsAg vaccination must be
vaccinated. Employee should contact the Nursing superintendent
regarding the same.

ATTENDANCE GUIDELINES
Staff are issued with an Employee ID Card with their name, designation
and employee identity number mentioned on it. A punching machine is
installed adjacent to the General Store on the ground floor of the main
Hospital building. Staff should mark their thumb impression by punching
‘IN’ and ‘OUT’ while reporting to duty and exiting form the Hospital
respectively. Staff should sign on the muster roll kept in the respective
department and admin office, 2nd floor.

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 EMPLOYEE RIGHTS & RESPONSIBILITIES
• Appointment Letter

• Job Description

• Compensation and Benefits as per the policy

• Leave as per the leave policy of the Organization

• Safe and Healthy environment

• Grievances Redressal

• Proper resources for the functioning at the work station

(as per the policy)

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Standards of Conduct
1. PATIENT RELATIONS
•To treat patients and their families with courtesy and respect
•To respond quickly to patients need and anticipate their
requirements / problems to meet/solve respectively
2. SELF MANAGEMENT
•To present a positive image of Sunrise Hospital through
appearance and behavior
•To seek opportunities for personal and professional growth
3. TEAM WORK
•To cooperate with the employees in the department and also
other departments
•To recognize skills and abilities of others and motivate them for
performing well
4. OWNERSHIP AND ACCOUNTABILITY
•To ensure responsible use of resources
•To treat patient’s and Hospital’s property with care
5. CONTINUOUS PERFORMANCE
IMPROVEMENT:
•To continuously strive for improving individual, department
and Institution’s performance by implementing and suggesting
streamlined processes and innovative ideas
6. COMMUNICATION
•To respond to patients and colleagues needs in a courteous
manner
•To improve the interdepartmental and intradepartmental
communication skills

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 •To provide feedback to the patients and the colleagues
regarding work
•To maintain confidentiality and use professional judgment in
providing information sensitive to individual and Organizational
concerns
•To ensure that the patient related information are kept private
and confidential
CODE OF CONDUCT
1. To be a part of and breed the organizational culture the employees
should wish their superiors, peers and subordinates.
2. To dress professionally as per the dress code policy and affix
the employee deification badges given by the Hospital to your
clothing when on duty.
3. To follow the telephone and elevator etiquette. While receiving calls
he/she should identify his/her department and himself/ herself by
name, to answer calls before the third ring and to address patients
with proper salutation. Give preference to the patients regarding
the use of the elevators.
4. To follow the service standards while providing care to the patients
irrespective of their caste, creed, nationality, sex or age.
5. To respect both patients and colleagues privacy. Always
knock before entering the patient rooms and the rooms of the
professionals.
6. To speak positively and submissively while dealing with the
patients.
7. To adhere strictly to the rules and regulations related to the
smoking and drinking. Use, possession and distribution of
cigarettes, tobacco, drugs and alcohol in the Hospital premises
will be considered as unacceptable conduct and the employee
who violates shall be subject to disciplinary action up to and
including termination.
8. To attend the scheduled training programmes.

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DISCIPLINARY ACTION
Disciplinary action will be taken for the unacceptable conduct of the
employees. The department In-charge is responsible for reporting
the unacceptable conduct to the HR Department and the disciplinary
actions are taken in progressive steps (Verbal Communication,
Written, Warning, Suspension and Termination) to correct the situation
and the employee’s behavior. Omission of any of the steps based on
the circumstances will be at the management’s discretion. The actions
under the unacceptable conduct of the employees are as follows:

1. Neglect or failure to perform the duties and responsibilities.

2. Excessive lateness and absenteeism.
3. Mistreat and abuse any patient or colleague.
4. Misuse and pilferage of patient and Hospital property.
5. Not adhering strictly to the Code of Conduct.
6. Falsification of Hospital records; such as time sheets, travel
expenses, omission of datas, patient records etc.
7. Failure to appropriately respond to an emergency situation.
8. Accepting or soliciting gifts or bribe from the patients and visitors,
in case it offends the patients you can accept it on the behalf of
the department and report to the HOD regarding the same.
9. Use of official resource for non official purposes without getting
prior approval.
The above list shall not be considered as exhaustive. Any other
act or omission or behaviour of an employee, which amounts to a
misconduct as per the ordinary meaning of the terms shall also be
considered as misconduct.

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 DISCRIMINATION AND SEXUAL
HAR ASSMENT
Sunrise Hospital has a Sexual Harassment Committee to safeguard
the employees from any form of unlawful harassment on the grounds
of sex, caste, creed, race, religion, nationality, colour, marital
status, disability and age. Sexual Harassment Committee helps to
foster a collegial work environment free of sex discrimination and
sexual harassment. The Organization prohibits any form of sexual
harassment in the workplace by a co-worker, superior, manager or any
others in the Organization. Sexual harassment includes unwelcome
sexual advance, request for sexual favours, humiliating jokes, verbal
or physical conduct of a sexual nature.

If any employee has been subject of sexual harassment he/she

should immediately notify the occurrence of the incidents of the above
mentioned nature to any of the members of the Sexual Harassment
Committee. Committee will carry forward the investigation and adhere
strictly to the confidentiality of the related informations.

COMMITTEE MEMBERS
• Mrs Parveen Hafeez, Managing Director

• Dr Rajakumari Unnithan

• Dr Ranjini Raghavan

• Advocate P. A. Saleem

• A Mohammed Riyaz, General Manager (Corporate Affairs)

• P K Syed Mohammed, Manager-HR

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LEAVE AND HOLIDAYS
Leave may be treated as benefit not right extended by the management
to the employees as per the Organizational Policy and general
directives of the Industry. To avail leaves it is important to follow the
protocol regarding the sanction of leaves.

TYPES OF LEAVE AND ELIGIBILITY

CRITERIA:
Category CL SL AL
Confirmed 1 (no.) per 12(no.) per year(after 12(no.) per year(after
Employees month completing a year completing a year
of service in the of service in the
Organization) Organization)
Probationers 1 (no.) per Nil Nil
month
Trainees 1 (no.) per Nil Nil
month

PERFORMANCE APPR AISAL

Yearly review of an employee’s performance is done by the immediate
In-charge and the final review is done by the respective head of the
department. Evaluation of employee performance against the job
specification is done to assess readiness for promotion, compensation
hike and improvement in productivity.

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 ACCOMMODATION POLICY
Employee requiring reasonable accommodation may contact the HR
Department to check with the availability of rooms and the formalities
involved.

NATIONAL ACCREDITATION BOARD FOR

HOSPITAL & HEALTHCARE PROVIDERS
(NABH)
As the Organization is in a process of implementing the quality
standards as per the NABH guidelines for achieving the accreditation
in near future, it is important for the entire staff to be aware of the
NABH guidelines. NABH is a constituent board of Quality Council
of India (QCI), set up to establish and operate the accreditation
programmes for the Healthcare Organizations. Informations related
to NABH is provided to the employees during the training sessions.

10 CHAPTERS OF NABH
1. Access, Assessment and Continuity of Care (AAC)

2. Patient Rights and Education (PRE)

3. Care of Patient (COP)

4. Management of Medication (MOM)

5. Hospital Infection Control (HIC)

6. Continuous Quality Improvement (CQI)

7. Responsibility of Management (ROM)

8. Facility Management and Safety (FMS)

9. Human Resource Management (HRM)

10. Information Management System (IMS)

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PATIENT & FAMILY RIGHTS CHARTER
The rights enjoyed by the patients and their families during their visit
to the Hospital are enumerated by the management under the Patient
& Family Rights Charter.

• Right to information in an understandable language

• Right to information on the expected cost of the treatment advised

and facilities available

• Right to information and education about the patient’s healthcare

needs

• Right to protection from physical abuse and neglect

• Right to information on how to voice a complaint

• Right to uniform care for all classes of patients

• Right to informed consent before surgery/ procedure or treatment

• Right to refusal of treatment/ blood & blood products/ medicines

• Right to information and consent before any research protocol is

initiated

• Right to information regarding safe use and the potential side

effects of the medicines advised

• Right to information on diet and food-drug interaction

• Right to information on infection, disease process, complications

and prevention strategies

• Right to confidentiality of patient information/ details/ records

• Right to access clinical record

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 FIRE & SAFETY TRAINING
Safety is the responsibility of every employee at Sunrise Hospital.
Organizational safety rules are for the protection of the employees and
are meant to provide a safe environment for all. Fire safety trainings
are imparted to educate the staff regarding how to prevent fire and
how to handle when there is an event of fire. Employees should take
the following measures to prevent and encounter fire events.

• To be careful while handling combustible materials and strictly

adhering to the norms for storing such materials (if required) at
their work place

• To be thorough with the Emergency Code Protocol (CODE RED,

CODE GREEN)

• To know the location of the fire pull alarms & evacuation route of
each floor
Disaster plan is implemented in the event of an internal disaster and
civilian disturbances. Training classes (CODE GREEN) are imparted
to the employees to inform them about the process flow during such
disaster.
BASIC LIFE SUPPORT
Emergency Code ‘CODE BLUE’ is announced in case of cardiac arrest
of any patient. All nursing staff should be aware of the location of the
defibrillators, trolley, crash cart and the emergency medicine storage
area. Training classes (CODE BLUE) are imparted to the employees
to inform them about the process flow during such disaster and CPR
Training classes for handling such situations.

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INCIDENT REPORTING
It is the responsibility of the employees to inform the management
through proper channel regarding the major incidents and sentinel
events occurring in the Hospital. Incident Report form has been
designed for notifying such incidences. Forms are kept in each
department and staff reporting the incidents should fill up the form
and submit the report to the Quality Assurance In-charge or route
it through his/her immediate In-charge. On duty injuries should be
immediately reported and preventive action to be taken to avoid
complications.
INFORMATION TECHNOLOGY
Employees should safeguard the Organization’s information
technology and proprietary electronic information and protect it
from improper use and access. Staff should adhere strictly to the
rules related to intellectual properties including patients, marketing,
copyrights, software and trademarks.

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 note

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Seaport - Airport Road, Kakkanad, Kochi-682 030, Kerala, India
Tel: +91 484 416 0000, Fax: +91 484 242 8917
e-mail: info@sunrisehospital.in www.sunrisehospital.in
Kerala | Delhi | Mumbai | Solapur | dubai | Dr Congo