Admission & Services Guide

Welcome to Dr L H Hiranandani Hospital
Mahatma Gandhi had rightly said:
“A customer is the most important visitor on our premises. He is not dependent on us. We are dependent on him. He is not an interruption in our work - he is the purpose of it. We are not doing him a favour by serving him. He is doing us a favour by giving us the opportunity to serve him.”

This guide is an important source of information for you. Please do spend a few minutes reading it. If you have any Questions thereafter please contact the Public Relation Department who will be of assistance. On behalf of the entire team at our hospital, we wish you a comfortable stay and a speedy recovery.


Admission to the Hospital
Your health provider has arranged for you to be admitted for medical treatment. To begin the process, you or a member of your family will need to meet our Front office Executive at the Multitask counter on Ground level.

At the reception, the registration form will have to be filled in, with the necessary information, which is mandatory for us to register you as a patient. A minimum deposit (unless corporate or insured) will be requested at the time of admission. (Admission desk is open for 24 hours a day)

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Your Stay at the Hospital
• Rooms
The rooms on the 4th and 5th Floors have sharing accommodation. There is a new generation of single rooms from the 9th to the 11th floor. On the 12th floor we have deluxe suites and presidential suites. The ambience features and the view are superlative. There is a cafeteria on the 9th floor run by the famous ‘Coffee Express Day. The cafeteria though vibrant is serene as the height offers a panoramic view of the Powai Lake and the hills and greenery beyond.

Floor 11 has a family lounge that is meant for the patient and relatives to spend time together socially, read newspapers, surf the end and have tea or coffee. The view is breathtaking.

• Your Personal belongings
Pack light when you come to the hospital for admission. The Toiletries like Soap, toothbrush, toothpaste can be provided to you by the hospital, in a kit, at a minimal cost.

• Valuables
Please do not keep valuables or excess money with you. We advise you to ask relatives to look after your valuables and money as the hospital does not accept responsibility for loss or damage of your possession.

• Day Space
Day spaces have been created on the 4th & 5th floors for the use of ambulatory patients, convalescing patients and relatives. These day spaces provide an opportunity for patients to leave the confines of their room, if they are permitted by the treating doctor.

• Discharge Information
An approval and written order from your consultant doctor is required for the discharged process to be initiated. It is only after this does the actual billing process begins. The floor nurse will start the discharge formalities. This entails her liaising with all the hospital departments. Once the information has been collated, the nurse will ask a relative to go to the multitask counter with the discharge card. The front-office cross checks the information received from the ward with the concerned department. The discharge process takes up to one and half hours for completing all the formalities. Time taken for TPA will depend on how accurately the TPA form is filled up by you, additional amount if required and the medical case history. Discharged patients are requested not to stay in the hospital after the discharge formalities are over. Discharged patients are requested to show their settled bill to the security guard at the floor for exit. The security staffs have been instructed to politely ask for the same settled bill. We request you to make arrangements to vacate the room prior to 12noon. Staying beyond this time will necessitate an additional charge. Your co-operation is requested.

• Feedback and Redressal
In our constant endeavor to improve services rendered, we will be interested in knowing your experience as a patient in our Hospital. Please complete the feedback form. Your suggestions will help the hospital and its staff to serve patients better

• Billing
Financial arrangements for your hospitalization stay must be made prior to or at the time of admission. Please decide which method of payment you desire and make your preference known during or before your admission.

• Sponsored Account / TPA
If your account is to be paid by your sponsor, please ensure that you bring a signed letter from your sponsor clearly accepting responsibility for all medical treatment and giving an undertaking to settling the bill. The hospital will provide treatment in the ward specified by your sponsor. Any deviations from the instructions will be billed directly to you with information to the sponsor.

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Services
• Mail
All mail, fax messages will be delivered to you by hospital staff during non-visiting hours only in the rooms and not in Intensive care unit (ICU) or Intensive Coronary Care Unit (ICCU). The hospital does not permit package to be delivered only for security reasons.

• Telephone
Every private room has a telephone that enables you to make calls within the hospital. To receive direct call in your room please contact the nursing station for the direct number or check the number mention in the phone instrument. If you wish to make local call or STD/ISD calls, please dial 9 for the operator who will help you. No calls are permitted in the Critical Care Units.

• Newspapers
A copy of the daily newspaper will be delivered to your room between 08.30am to 09.30 am. You are requested to requisition the same with the nurse on duty. This will be at an additional cost.

• Dietary Services
Food is an important part of the service rendered. The hospital’s dietician personally supervises the menu. The food has a balance of carbohydrate, protein and fat. The hospital does not permit food from outside.
Patient’s attendant can have their meals at the cafeteria situated on the Ground floor. Food is not permitted in the room for the attendant. Outside food is not allowed in the cafeteria.

The dietician will visit you daily.

• Medical Treatment
Your consultant doctor at Dr L H Hiranandani Hospital is responsible for your treatment while you are in the hospital. Your doctor will recommend the diagnostic tests, medication, diet and other treatment.

• Nursing Care
Our nursing staff will attend to you after admission to the ward. She will familiarize you with the room, the bed head panel switches and the Nurse Call device. In case you need to call the nurse please use the nurse call device. In case you have specific nursing needs please inform the Nurse Executive of the floor

• Pharmacy
Your medications will be prescribed by your doctor. It will be provided by the hospital pharmacy which is open 24 hours. The pharmacy is staffed by a registered pharmacist. Hospital policy does not permit medicine to be sourced from outside.

• Resident Doctors
Qualified and well trained doctors are available in the hospital. They report to the Consultant and update them on your general conditions. They will take rounds to monitor and assess your progress. Resident doctors only follow the orders given by your consultants. They will attend to you in case of emergency.

• Ambulance Services
The ambulance is available for use by patients upon prior notification for:

- Emergencies
-To bring patients from another hospital
-To send a patient to another hospital for services not available in this hospital.
-Hospital policy does not permit use of ambulance when patient is discharged against medical advice
-Outside Ambulance service will be referred to when patient is discharged against medical advice

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