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Citizen Charter

The Directorate of Medical and Rural Health services is the fundamental unit and the other Directorates have emerged from this Department at various stages in order to cater to the increasing health needs of the general public.

It is a pride of this Directorate to have an experience of 96 years and it is a prime factor in provision of multifarious speciality secondary medical care to the public through its network of hospital located across the State, by enhanced medical care (viz)., the maternity and child welfare exclusively, by executing the services of Comprehensive Emergency Obstetrics and New born Care (CEmONC) units in 93 hospitals, including all District Headquarters Hospitals and New born Stabilization Units (NBSUs) in 110 hospitals and Sick Neo-Natal Care Units (SNCUs) in 49 hospitals under the Directorate of Medical and Rural Health Services.

Further the medical services like Medicine, Surgery, Obstetrics and Gynaecology, Ophthalmology, E.N.T, Venerology, Orthopaedics, Anaesthesiology, Child Health, Dental, Psychiatry, Ambulance Services, Laboratory Services, Leprosy, Tuberculosis, Diabetology, Cardiology and Non Communicable Disease (N.C.D) has also been extended with high end technologies, inclusive of Accident and Emergency Services, Family Welfare and Maternity and Child Health, T.B. Control and Blindness Control Programmes, Tamil Nadu Illness Assistance Society activities and District Mental Health Programme.

I. Vision and Mission statement of the Organization

‘HEALTH IS WEALTH’. This statement forms the basis for the Vision and Mission of the Directorate for providing good health services with quality.

Our Vision

• In order to provide an enhanced quality medical care to all the citizens of the State through an accredited system (National Quality Assurance System- NQAS), the secondary care hospitals are serving the medical services in the State under the administrative control of this Directorate.

Our Mission

• Increasing the life expectancy and improving the physical quality of life of the people of Tamil Nadu, so that, they attain the highest level of physical and mental health and contribute towards the development of the state with in 2023 is the Mission .

The following steps are under effective in action to achieve the above goal:

• Provide quality health care services
• Provide preventive and curative health services
• Improving Child sex ratio by effective implementation of PCPNDT Act
• Control of Communicable Diseases like Dengue, Swine flu etc.,
• Control of Non-Communicable Diseases
• Prevention of HIV/AIDS
• Reduction in Infant Mortality Rate (IMR)
• Reduction in Maternal Mortality Ratio (MMR)
• Improving Maternal and Child Health
• Monitoring of functioning of Private Hospitals, clinics and Health related institutions by executing Clinical Establishment Act.
• Enforcement of Health related regulatory matters in the state (PCPNDT, HOTA, Clinical Establishment Act)
• Improving Mental Health through District Mental Health Program
• Promotion of Adolescent Health
• Co-operation with Directorate of Indian Medicine and Development of AYUSH Dispensaries in District and Sub-district Hospitals.
• De-addiction services.
• Eradication of Quacks.

II. Details of Business transacted by the Organization

• The Secondary Care Hospitals are functioning under the control of this Directorate. This department is entrusted with the responsibility of providing secondary level medical care to the public through its following network of Hospitals.

District Head Quarters Hospital	36
Taluk Hospitals	198
Non Taluk Hospitals	58 *
Women & Children Hospital	7
T B Hospitals	2
Leprosy Hospitals	6
Rehabilitation Institute and Mental Health	1
Dispensaries	11
Total	319

• *One Non-Taluk Hospital is under construction in Emerald in The Nilgiris District.

Performance of the Hospitals

Average OP / day	2.53 Lakhs
Average IP /Day	23523
Deliveries per month	16105
Caesareans per month	7966
Major Surgeries per month	46000
Minor Surgeries per month	1.3 Lakhs
Dialysis Done per month	6840
CT Scan per month	20545
Blood Collection per month	9543
Blood Transfusion per month	8502

• Apart from the OUT PATIENT AND INPATIENTS Services these Hospitals provide the following additional services viz.,

THE DISTRICT HEAD QUARTERS HOSPITALS:

• Full Fledged Lab
• USG Scan
• X-ray and Digital X-ray
• C-arm Ortho table
• ECG
• Ventilator
• Fully equipped modernized Operation Theatres.
• Comprehensive Emergency Obstetric & Neonatal Care Services Units (CEmONC)
• Intensive Care Units (ICU) with Echo Cardiogram facility.
• Poison Treatment Centres
• Blood Component Separator Unit
• Blood Banks and Blood storage centres
• MRI Scan Centres
• CT Scan Centres
• Mammogram
• Dialysis Unit

TALUK HOSPITALS

• Full Fledged Lab
• USG Scan
• X-ray / Digital X-ray
• C-arm Ortho table
• ECG
• Operation Theatre
• CEmONC (in selected Hospitals)
• NICU/ NBSU (in selected Hospitals)
• Dialysis Units (in selected Hospitals)
• oison Treatment Centres(in selected Hospitals)
• Blood Banks / Blood storage centres (in selected Hospitals)

NON-TALUK HOSPITALS

• Full Fledged Lab
• USG Scan
• X-ray
• ECG
• Operation Theatre (in selected Hospitals)

In the Headquarters Hospitals and in the Taluk Hospitals (CEmONC Centres), Evaluation of mothers for high risk, Admission & treatment to the high risk mothers as Inpatients, Caesarean Surgery services, High quality post natal services, Stabilizing new born babies, Treating sick neo natal babies in Sick Neo Natal Care Units, New Born Stabilization Units (NBSU), New born Intensive Care Unit(NICU), Treatments for elderly in the Geriatric units and treatments for the needy patients in de-addiction centres and specialised care are provided to the patients.

With the above said facilities necessary Medical examinations are done and Quality Health Services are provided to the patients in the Taluk and Non-Taluk Hospitals also.

The patients required further treatments are referred to the Tertiary care Hospitals.

III. Details of ‘Citizens’ or ‘Clients’.

• All the citizen of the country are the potential clients. All the people not only across the state but also across the country and world, are provided treatment in the Secondary Care Hospitals.

IV. Statement of service including standards, quality time frame etc., provided to each citizen/ Client group separately and how/where to get the service

• The Directorate of Medical and Rural Health Services implements Secondary care medical services and various programmes namely, the Revised National Tuberculosis Programme, District Mental Health Programme, Accident and Emergency , Trauma Care, Occupational, Social and Environmental Health Wing and appropriate authority for the implementation of Important Acts such as Pre-conception and Pre- Natal Diagnostic Techniques (Prohibition and Sex Selection) Act 1994, Human Organ Transplantation Act 1994, Tamil Nadu Clinical Establishment Act etc.,

SERVICES PROVIDED IN THE GOVERNMENT HEADQUARTERS HOSPITALS

• Out-Patient and In-patient services in General Medicine and General Surgery.
  • CEmONC services
  • Paediatric services
  • TAEI (Tamil Nadu Accident and Emergency Care Initiative)

Specialized services

• ENT
• Ophthalmology
• Orthopaedics
• Paediatric
• Dental
• Dermatology
• Mental Health services
• RNTCP
• ICTC
• NCD
• Leprosy
• Pain and Palliative care
• Day care Chemotherapy
• Accident and Emergency Service
• Trauma Care (in selected Hospitals)

TALUK HOSPITALS

• O.P and IP services in General Medicine and General Surgery.
• Maternal services
• Paediatric services
• Dental Services
• Treatment for Non Communicable Diseases
• Orthopaedic Services (In selected Hospitals)
• ENT Services (In selected Hospitals)
• Accident and Emergency Service / Trauma Care (in selected Hospitals)

NON TALUK HOSPITALS

• OP and IP Services in General Medicine and General Surgery.
• Maternal Services
• Paediatric Services
• Emergency Services

TIMING OF SERVICE

• All Emergency care Services 24x7
• OUT PATIENT SERVICES
  • MORNING OP-7.30 AM TO 12.00 PM ALL DAYS
  • EVENING OP-3.00 PM TO 5.00PM (EXCEPT ON GOVRNMENT HOLIDAYS AND SUNDAY)
• Referral services 24x7
• In Patient Services 24X7
• Delivery Services 24X7
• Lab Service In District Head Quarters Hospitals 24X7
• In Other Sub district Hospitals – During Outpatient department (OPD) Hours.
• Diagnosis Service in District Head Quarters Hospitals 24X7.
• In Other Sub District Hospitals – During Outpatient department (OPD) Hours.

V. Details of Grievance Redress Mechanism and how to access it

• Every hospital is having the Complaint box to receive the grievance from the Citizens and Patients. Patient’s satisfaction survey is also done under National Quality Assurance System.
• Appropriate action is taken on war foot basis for on-call complaints received through 104/108 call centres.
• Immediate and appropriate actions are taken in this Directorate to rectify the petitions and grievances received through CM Cell, AMMA Call Centre and also those received from the institutions functioning under this Directorate.
• Suitable Departmental action according to rules in force are being initiated against the erring official, by appropriate action by this Directorate, on receipt of grievances, if any towards failure of operations, maternal death and etc.,

VI. Expectations from the ‘Citizens’ or ‘Clients’.

• Quality Health Care services at their door step and upto their satisfaction.
• The State Government of Tamil Nadu has taken every possible measures for the welfare of the Citizens or Clients by providing quality health care services with enhanced modern equipments like CT scan, MRI, Mammogram and etc, and more infrastructural developments like spacious new wards viz., Purified drinking water, Good sanitation inside the Hospital and etc.,
• Further, special mode of treatments like, Trauma care, Treatment for Mental Health Program, De-addiction centre, Geriatric wards, chemotherapy units, Dialysis centres etc., has been started in the Government Headquarters Hospital under the control of this Directorate. Based on the needs it will be extended to the Secondary Care Hospitals.

VII. Additional commitments such as compensation in the event of failure of service delivery.

• If any failure of service is proved then compensation will be given to the individual from the Corpus fund as per the orders of the Government / Court.

for Director of Medical and Rural Health Services