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Aster Prime understands the emotional support of family members, which plays an important role in patient health recovery.

  • Visiting hours in the wards is between 6 and 7 a.m. in the morning. 5 and 6 p.m. in the evening
  • Visiting hours for ICU patients is between 7 and 8 a.m. in the morning. 5 and 6 p.m. in the evening. Max. 3 visitors are allowed per day.
  • Collect the visitor pass and do not accompany any children below the age of 12 in the patient’s room and ICU
  • Do not touch any medical equipment that's connected to the patient
  • Do not smoke or drink alcohol inside the hospital campus
  • Use hand wash or hand sanitizer before and visiting patient

Prevent infections

  • Wash your hands often, especially after sneezing or coughing
  • Wash for 15 seconds to control infections with simple alcohol foam or regular soap
  • Use warm water to prevent the spread of infections

Note to visitors and staff

  • Sanitise your hands that’s placed near the patient bed before and after leaving the room
  • Insist your caregivers to put a hygiene practice on priority, which includes nurses and doctors

Additional precautions

  • Take special care to promote patient recovery by washing hands and wearing a sterilised gown while moving from one place to another (Hospital ward, Operating rooms, ICU etc)
  • Patient and their relatives are provided with a brief medical condition, treatment plan, and tentative discharge date on the day of admission by the duty doctor
  • The duty doctor or nurse will brief about the patient health condition with diagnostic procedures, treatment, and diet to be followed after surgery or procedure
  • Frequent meeting or discussion between a patient or patient relative with the medical team is encouraged to provide complete information without getting any second thoughts
  • Patient’s health condition and test reports will be discussed in private and confidential
  • Patients advised for surgical procedures will be provided with all information through handouts and instruction manuals in prior
  • Dietary restrictions and need for fasting will be briefed clearly
  • Patients and family members will be given proper information, such as advantages, disadvantages, and risk factors associated with the surgery
  • Additional information, like regular and periodic updates on the health condition, health progress, and discharge summary will be provided
  • An approximate bill amount will be initiated to ensure enough time is given to arrange the funds
  • The discharge summary will include the medical history observed by the hospital during the stay
  • In case of emergency, a patient can contact the hospital respective department to seek medical care and precautions

ICU patients

  • Consulting physician will be updating the patient’s condition and health progress on a daily basis to the family members or relatives
  • Hospital will ensure family involvement in decision making by making sure their presence, participation, and consent

Patients in operating rooms

  • A history and physical examination will be documented and authenticated in the medical record prior to the operative procedure
  • The Short Stay form may be utilized for patients who are scheduled for outpatient surgical procedures
  • Pre-Admission testing is recommended for all outpatients and postop admissions
  • Preop testing is completed as indicated by the anesthesiologist or physician performing the procedure
  • Informed consent will be documented and on the chart prior to surgery.
  • The physician will discuss risks, benefits, and alternatives to the procedure with the patient

Transfer and continuum of care

  • To ensure the continuity of care, appropriate patient information is communicated to the hospital or healthcare provider, to which a patient is referred/ transferred/discharged
  • Relevant patient information includes, but not limited to — the reason for transfer or discharge, the patient's physical and psychosocial status at the time of transfer, a summary of care and /or service provided, progress, and instruction or referrals provided to the patient.
  • Patients may be transferred to another facility or organisation unless they give an explanation of the need for transfer and available alternatives.

Patient feedback and conflict resolution

  • We believe in continual improvement with regular feedback and suggestions from our patients. This will help us to improve the work quality and help us serve you better.
  • Before leaving Aster Prime, we request you to provide a feedback
  • Drop your feedback form at the nursing station
  • All complaints will be analysed by the Governance Committee, which is the top management of Aster Prime. It will be analysed on a monthly basis and corrective measures are undertaken. If necessary the information will be conveyed to the patient/ family members.
  • The PR team will take action by contacting the patients who have given a rating below 2 and wrote feedback with negative comments.
  • If the comment is regarding a particular department, an internal investigation will be conducted to know more about the services offered, which will be reported to Operational Head.
  • All patients who have had an invasive procedure at Aster Prime are given a courtesy call within a week of their discharge by the guest relations staff.
  • Outpatient/ambulatory/wellness check-up patients are mentioned in the feedback forms and our guest relation officers will ensure that forms are collected and reviewed.
  • The QAD analyses the feedback forms, circulates the result to all relevant service providers and discussion issues will all Heads of Departments in the Quality Steering Committee meetings.

How we resolve issues

If you notice any issue in terms of care for the patient, Please do not hesitate to bring into notice to:

  • Nursing staff (direct care provider)/guest relation officer or billing and outpatient services.
  • Nursing Incharge / Nurse Managers
  • Floor coordinators OP & IP Manager Senior Manager - Operations
  • If the issue cannot be resolved by the above personnel, you can contact directly to the Admin/GM-Operations. The doctor-in-charge will be the first person in charge of the case.

Please note:

  • We strongly discourage the practice of giving tips to the hospital staff. Please cooperate with us
  • Avoid clicking photographs in the hospital premises
  • Cigarettes and alcohol are completely banned near and inside the hospital campus.
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