Home | E-Citizen | Citizen Charter

Citizen Charter

1. Preamble:
Health Centres exist to provide health care to every citizen of India within the allocated resources and available facilities. The Charter seeks to provide a framework, which enables citizens to know :

  • What services are available and users' charges if any?
  • The quality of services they are entitled to.
  • The means through which Complaints regarding denial or poor qualities of services will be addressed.

2. Objectives

  • To make available health care services and the related facilities for citizens.
  • To provide appropriate advice, retreatment, referral and support that would help to cure the ailment to the extent medically possible.
  • To redress any grievances in this regard.

3. Commitments of the Charter

  • To provide access to available facilities without discrimination,
  • To provide emergency care, if needed on reaching the PHC.
  • To provide adequate number of notice boards detailing the location of all the facilities and the schedule of field visits.
  • To provide written information on diagnosis , treatment being administered
  • To record complaints and respond at an appointed time.

4. Grievance Redressal

  • Grievances that citizens have will be recorded
  • Aggrieved user after his/her complaint recorded would be allowed to seek a second opinion

5. Responsibilities of the Users

  • users of HC would attempt to understand the commitments made in the charter.
  • users would not insist on service above the standard set in the charter because it could negatively affect the provision of the minimum acceptable level of service to another user.
  • instruction of the HC personnel would be followed sincerely and
  • in case of grievances, the redressal mechanism machinery would be addressed by users without delay.

6. Performance Audit and Review of the Charter

  • performance audit may be conducted through a peer review every two or three years after covering the areas where the standards have been specified.