CRI Healthcare Procedure Manual 240218

C.R.
I CHARITABLE TRUST
COIMBATORE
FOUNDERS:
C.R.I CHARITABLE TRUST
COIMBATORE.
C.R.I TRUST HEALTHCARE PROCEDURE MANUAL
1.
C.R.I TRUST Healthcare

COIMBATORE
Standard Operating Procedure
TABLE OF CONTENTS
C.R.I TRUST Healthcare 3

STANDARD OPERATING PROCEDURE 3
Section – 1 4
1.1 Outpatient Registration 4
1.2 Services and Facilities Available 5
1.3 Billing and Tariff 7
1.4 Doctor Consultation 9
1.5 Pharmacy 10
1.6 Optical Store 12
1.7 Lab Services 13
1.8 Radiology Services 13
1.9 Medical Records Maintenance 14
1.10 Pantry & Dining Hall 15
1.11 Procurement & Stores 15
1.12 Maintenance & Housekeeping 17
1.13 Waste Disposal Management 19
1.14 Administration 20
1.15 Fixed Asset Management 22
1.16 Accounting 23
1.17 MIS 24
Section – 2 27
2.1 Reports & Templates 27
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Mission and Vision
Our Mission:
Premier Holistic Healthcare institution with emphasis on affordable patient care,
teaching and research. Consistently endeavor in pursuit of excellence for the
betterment of patients, employees and society at large, adopting contemporary
technologies coupled with tradition.
Our Vision:
Provide the best and most affordable healthcare facilities for all the needy.
Provide the right and rewarding environment for employees to excel, thereby
creating an outstanding institution.
Be the role model for the healthcare industry.
Core Values:
Honesty, integrity and industry in principle and practice.
Do the utmost for patient care without compromise.
Consistently strive to reduce the cost and pass on the benefits of the patients by
offering the lowest of prices.
Relentlessly pursue new opportunities and latest technologies to make a
difference in the healthcare needs.
Ensure that the students who qualify and join the society are inculcated to be
noble and humane.
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Pursue every research activity that entails newer and better solutions for
diseases and prevention of diseases.
C.R.I. TRUST HEALTHCARE
COIMBATORE
STANDARD OPERATING PROCEDURE
C.R.I. Trust Healthcare is a part of CRI Charitable Trust located at Sathy Road,
Saravanampatti, Coimbatore. This section contains the procedures to be followed for
Pharmacy, Polyclinic and Diagnostics.
It’s a written document that lists the instructions, step-by-step procedure, on how
to complete a job task or how to handle a specific situation when it arises in the
workplace. SOPs aim to achieve efficiency, quality output and uniformity of
performance, while reducing miscommunication and failure. The entire medical centre
including pharmacy and laboratory has to be plastic free the procedure manual is
documented for all key processes.
Administration
CRI Trust Healthcare is conceived as a Unit of CRI Charitable Trust. The logo of
CRI Trust Healthcare will be registered as Trademark. All Healthcare activities to be
implemented by the Trust will operate under CRI trust Healthcare.
The Chairman & Board of Trustees of CRI Charitable Trust will administer the
CRI Trust Healthcare. There will be an advisory council with prominent citizens who will
be nominated by chairman to the council and the chairman is the convenor of council.
The Advisory council will meet every quarter and shall consider the Healthcare
activities being performed at centre and will evaluate and advice the trust board on all
future course of actions.
There will also be steering committee constituted for the purpose of evaluating
and taking remedial measures for the Healthcare Center specifically. The CMO & the
Administrative Manager are permanent members of the Steering committee. The other
members of the committee will be nominated by the Chairman, those will include senior
Personnel from functionalities such as CSR, HR, Civil, Projects, IT, Finance & Legal.
The convenor of the Committee will be nominated by the Chairman of the Trust. This
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Steering committee will meet every Third Saturday of the Month and will evaluate the
performance of centre, all management issues faced by centre Management will
addressed and resolved by the steering committee. The steering committee will also
consider proposal from centre management with regards to addition of staff,
equipment, deliberate on these issues and will recommend to the chairman on
decisions arrived at. The Minutes of steering committee proceedings to be recorded
and maintained.
The Administrative Manager is the Trust’s representative of the Healthcare

Centre and is responsible for the smooth day today functioning of the Centre. He will
be assisted by senior executive HR, Accountant, Storekeeper, Head Pharmacist, Head
Lab services, Other junior staff members, Paramedical Staff, Outsourced security,
Housekeeping & Cafeteria Operations to ensure utmost patient/visitor convenience and
well being of all employees.
The prime responsibility of the Administrative Manager is to protect the assets of

the Centre and its efficient usage and strict statutory compliance to operate a Medical
centre.
The Chief Medical Officer is responsible to ensure that the patients get the best
Medical care possible and go back home delighted. He is responsible for the
availability of all consultants on their specified time of practice as well as ensuring the
consultants and the paramedical staff act in tandem to render the best possible
Medical Care. The CMO will also coordinate with the Head Pharmacy as well as
laboratory services & radiology to ensure that all these services are available to
patients at their convenience.
The prime responsibility of the CMO is to ensure all consultants are available,
solving their problems, act as their mentor and also to ensure CME programs are
conducted at frequent intervals so that the Paramedical staff as well as consultants are
abreast with latest technologies in the field of Medical science.
The C.R.I. Trust Healthcare SOP comprise the following stages

 Outpatient Registration
 Facilities and Services
 Billing and Tariff
 Doctor Consulting
 Lab & Radiology Services
 Pharmacy
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 Optical
 Medical Records Maintenance
 Pantry & Dining
 Procurement & Storage
 Maintenance & House keeping
 Waste Disposal Management
 Management & Human Resource
 Staff etiquette, movement & Training
 Security
 Safety
 Direction Boards-Signage
 Attendance, Leave & Shift Management, Payroll
 Vehicle Management
 Accounting – Payment, Receipts & Audit.
 Fixed Asset Management
 MIS
 Reports & Templates
 CME
 Patient feedback, Suggestions and Redressal Mechanism.
SECTION-1
1. 1 OUTPATIENT REGISTRATION
New Patients
A. Issue OP Registration Form to New Patients
B. Receive duly filled OP Registration Form from Patients and enter the same in
System.
 Patient Name
 Date of Birth
 Age
 Gender
 Blood Group
 ID Proof No. (Aadhaar/Driving Licence/Pan card)
 Address
 Mobile No.
 Email ID (If Available)
C. Enquire on reason for health checkup and suggest Doctors as per specialization
& availability.
D. Receive one-time registration fees of INR 5 and Doctor Consulting Charges INR
30 (Including free review for 10 days).
E. On completion of registration process, take Printout of Patient Identity card with
Barcode number and issue the same to Patients.
F. Patient Identity card shall be valid for 5 years, from date of issuing the card.
Renewal as per the charges prevailing.
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G. Take a Printout of OP Registration form duly filled with Patient details, Doctor
Name, Room No. and send it to respective Doctor.
H. Generate token and issue to respective Patients with following details.
 Token Number
 Doctor Room Number
I. Assist the Patients to wait at Waiting Hall and allow inside Doctor Consultation
Room as per Token Number displayed in Monitor.
Existing Patients
A. Enquire for Patient ID Card/Mobile number from existing patients and check the
validity of Patient Registration.
B. Collect Doctor Consulting Charges INR 30, in case of previous visit crossed
more than 10 Days.
C. On Patient revisiting in less than 10 days, allow them for free consultation with
Doctor.
D. Take a Printout of OP form duly filled with Doctor Name, Room No. and send it
to respective Doctor.
E. Generate token and issue to respective Patients with following details.
 Token Number
 Doctor Room Number
F. Assist the Patients to wait at Waiting Hall and allow inside Doctor Consultation
Room as per Token Number displayed in Monitor.
Do’s and Don’ts for Patient Registration

Do’s for Patient
A. Please stand in a Queue for Registration.
B. Do adhere to OP Registration Process.
C. Provide valid information for maintenance of Patient Records.
D. One person should be available with patient (Kids, Aged Person, physically
challenged) for registration, payment and other usage in Healthcare.
E. Do keep the token safe until entering Doctor Consulting Room.
F. Do tell the Doctor Name for Patient revisiting for consultation.
G. Check the Doctor availability before Consultation.
H. Do come with a helper, on severe illness.
I. Do keep the Patient File for future reference.
Do’s for Hospital Staff
J. Do attend the Patient enquiry in a dedicated, disciplined, Professional and kind
manner.
K. Confirm the Patient details before submitting the OP Form.
L. Display the Doctors List available for Consultation in respective day.
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M. Do assist the Patient to reach respective Doctor’s Consultation Room.

N. Be kind, Polite, Humble and Patient with all Visitors.
Don'ts for Patient
O. Don’t allow your Kids to roam around the Healthcare.
P. Don't conduct any activities that are likely to cause danger, obstruction or
nuisance to properties/people.
Don'ts for Staff
Q. Don’t provide any kind of concessions and discounts without approval from
Management.
R. Don’t Misbehave/ill-treat any visitor whatever the provocation.
1.2 FACILITIES & SERVICES AVAILABLE
A. Healthcare
1. Physician
2. Diabetologist
3. Gynaecologist
4. Paediatrician
5. Cardiologist
6. ENT
7. Dentist
8. Ophthalmologist
9. Dermatologist
10. Orthopaedician
11. Psychiatrist
12.Lab Services
13. Radiology Services
B. Pharmacy
14. Pharmacy
15. Jan Aushadhi Store
C. Optical
16.Optometrist
17.Optical Store
D. Physiotherapy
18.Physiotherapist
Staff Available for Clinical Work

 Nurses
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 Pharmacists
 Physiotherapist
 Optician
 Medical Lab Technologist
 Radiographer/ECG/TMT Technician
 Medical Assistants
Lab Test
A. The following test is done in Lab.
 Blood Test
 Urine Test
 Stool Test
Radiology Services
A. X-Ray
B. Ultrasound Scan
Cardiology Services
A. ECG
B. Treadmill Test
C. Echo
Ambulance Facilities
A. Free Ambulance facility available in case of emergencies.
Healthcare Functioning Time

OP Registration & Bill Counter Timing
Particulars Functioning Time Days
9.00 AM to 2.00 PM Monday to Saturday
OP Registration & Bill Counter 5.00 PM to 9.00 PM
9.00 AM to 2.00 PM Sunday
Timing for Laboratory - Blood/Urine Sample Collection Center

Blood & Urine Sample Collection 6.00 AM to 2.00 PM Monday to Saturday
5.00 PM to 9.00 PM
Timing for Radiology Services

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X - Ray 9.00 AM to 2.00 PM Monday to Saturday

5.00 PM to 9.00 PM
Ultrasound Scan 9.00 AM to 2.00 PM Monday to Saturday
5.00 PM to 9.00 PM
ECG 9.00 AM to 2.00 PM Monday to Saturday
5.00 PM to 9.00 PM
Echo 9.00 AM to 2.00 PM Monday to Saturday
5.00 PM to 9.00 PM
Treadmill 9.00 AM to 9.00 PM Monday to Saturday
Timing for Physiotherapy

Physiotherapy 9.00 AM to 9.00 PM Monday to Saturday
Timing for Optical

Optical Store 9.00 AM to 2.00 PM Monday to Saturday
5.00 PM to 9.00 PM
Timing for Pharmacy

Pharmacy 24 Hours All Days
Jan Aushadhi Store 9.00 AM to 9.00 PM Mon to Sat
Pharmacy Home Delivery 4.00 PM to 8.00 PM Mon to Sat
Drinking Water
A. Purified Drinking Water available at all divisions of Healthcare.
B. All Patients and Visitors can avail the facility for free.
Toilet facilities
A. Common Toilets available with necessary amenities.
Parking Facilities
A. Facility available to park the vehicles aside of Healthcare.
Facilities not Provided
A. In Patient Admission Facilities
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B. MRI Scan/CT Scan

C. Dialysis
D. Any kind of Surgeries/Emergencies
Do’s and Don’ts
Do’s for Patients
A. Do take respective Test as recommended by Doctor.
B. Do wait in Queue for taking respective test.
C. Do collect the Lab Test report on respective time as mentioned in Lab Test bill.
D. Do consult the Doctor on receiving of Test results.
E. Do pay the bill amount before taking respective Test.
Do’s for Staff
A. Do assist the Patients to take respective Test as recommended by Doctor.
B. Do ensure payment made for respective Test availed.
Don'ts
A. Don’t Smoke/Spit inside the Premises.
B. Don’t use Mobile Phones.
C. Don’t bring any pet animals/birds inside the premises.
D. Don’t damage the properties of Healthcare.
E. Don’t bring any eatables inside the Healthcare.
1. 3 BILLING AND TARIFF

Registration & Consultation Charges
Particulars Amount
Registration Charges (One Time) Nil
Doctor Consultation Fees INR 30/-
Patient Revisit (Not more than 10 Days from Consultation Nil
Date)
Pharmacy Charges
Particulars Amount
Pharmacy 15% Discount on MRP Price
Jan Aushadhi Store As per MRP Price
Optical Charges
Particulars Amount
Frames and Lenses As per MRP
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LAB & Diagnostics:

Particulars Amount
Lab and Diagnostics As per MRP
A. Mode of payment
 Cash Payment as per Act.
 Debit/Credit Card using POS (Minimum INR 200).
B. Cheque payment shall not be accepted for usage.
C. Receipt/Invoice shall be provided to Patients on completion of Transaction.
Do’s and Don’ts of Payments
Do’s for Patient
A. Do tender exact change for Cash payments.

B. Do keep the bill receipt safely and the same shall be asked at the time of
Reports/Medicine collection.
Do’s for Staff
C. Do maintain a copy of bill receipt for all usage in Healthcare.

D. Do provide bill receipt with paid seal to respective person.
E. Do cross check the amount received with billing.
Don’ts for Staff
F. Don’t receive DD or Cheque as payment.

G. Don’t accept partial payments from Visitor/Helper.
H. Don’t refund any amount in Cash.
Don’ts for Customer
I. Don’t give any extra amount than charged.
1. 4 DOCTOR CONSULTATIONS
Before Doctor Consultation
A. Attendant shall collect Token from respective patient.
B. Staff Nurse shall check the Patient Height, Weight, Pulse and temperature and enter the
same in OP Form.
C. Allow the Patient inside for Doctor Consultation.
Doctor Consultation
D. Ensure all the amenities are readily available at Doctor’s table.
E. Submit the OP Form of respective Patient to Doctor.
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F. Enquire on Patient illness and prescribe Medicines/Test as needed.

After Doctor Consultation
G. Staff Nurse shall check the prescription written by Doctor and explain the patient on
Medicines intake.
H. Assist the Patient to take respective Test at Lab as recommended by Doctor.
I. File the OP Form in Patient File and handover to Patients.
J. Take a copy of Patient File for filing/Scan the patient file for records. And ensure patients
carry only the prescription and diagnostic reports.
Do’s and Don’ts during Consultation
Do’s for Nurses
A. Do allow patients inside Doctor Room as per their token number.
B. Prepare Patient File on submission of OP Form.
C. Check the Patient Weight, Height, Blood Pressure as applicable before allowing for
Consultation.
D. Assist the doctor as and when required.
E. Do prioritize patients on seriousness of their condition.
Do’s for Patients
F. Do submit the Token to respective Attendant.
G. Do provide correct information about health issues.
Don’ts for Nurses
A. Don’t allow Patients inside before confirmation from Doctor.
B. Don’t allow the Patients to leave with case sheets.
1. 5 PHARMACY
Material Inward
A. Receive Medicines as per PO raised.
B. Ensure the Brand and Specification matches with PO raised.
C. Make Inward entry in System and update the Stock Register with Batch Number, Rack
Number and Expiry Date.
D. Forward the Invoice Copy to Accounts for Payment processing.
E. Return the Material which is not as per PO and beyond expiry date.
Material Stacking
F. Stack the Material in respective Trays as per Alphabetic Order (A to Z).
G. Mention the Medicine Name, Batch Number at each Tray for easy identification.
H. Maintain respective temperature of each medicine as per their storage conditions.
I. Ensure Minimum Stock Quantity maintained at Pharmacy.
J. Raise Purchase Requisition for items below minimum quantity.
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Receiving of Prescription & Issue of Token

A. Receive Doctor Prescription from Patient/Visitor.
B. Generate Token Number and Issue the same to Patient.
C. Token shall be displayed in Monitor as per ascending Order.
D. Handover the Prescription for Billing.
Billing and Medicine Issue to Patients & Visitors
E. Enter the prescription details in System and generate two Bill copies.
F. Ensure Bill Generated with Patient Name, Doctor Name, Medicine Name,
Quantity, batch number and expiry date.
G. Handover one copy of Bill to Attending Staff to pack the Medicines.
H. Display respective token number in Monitor.
I. Receive Token from Patient/Visitor and enquire for payment mode.
J. Intimate Patient on unavailability of prescribed Medicine at Pharmacy and
Ensure no substitution of medicine takes place without the Doctor’s consent.
K. Make a note on Medicine unavailability and raise Purchase requisition on end of
each shift. In case of Medicine in transit, intimate Patient on Medicine availability date
& time. Enter the patient address, mobile number for effecting door delivery.
L. Issue the Bill to Patient for Payment processing.
Payment Processing
M. Collect respective billed Amount from Patient/Visitor.
N. Affix paid seal on bill copy and issue the same to Patient.
Bill Checking & Delivery
O. Ensure the Medicines are issued as per FIFO (First in First out) Method.
P. Cross check the Patient Name, Medicine Packed, Batch Number, Expiry Date
with Bill Copy.
Q. Write the frequency of Medicine Intake in Pack and explain the same to
Patients/Visitor.
R. Cross check the Patient Name before issuing the Medicine
Medicine Issue within Healthcare
S. Receive prescription list from Nurses, required by respective Doctor for
Consultation.
T. Issue Medicines as per prescription and raise bill in name of respective Division
of Healthcare
Medicines Expired
U. Check the expiry date of Medicines on for Daily basis.
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V. Return the Medicines to respective Supplier, for Medicines which are going to
expire in lead time of 90 Days.
Pharmacy Stock Verification
W. Conduct Physical Stock verification in Pharmacy on Daily basis/Assign storage
rack responsibility to each employee who will be responsible for a particular storage
rack.
X. Prepare Stock Verification Report and submit deviation with reason to
Management.
Y. Enter reconciliation entries in System on approval from management.
Home Delivery
Receiving of Orders
A. Receive Order Details for Home delivery through Phone/Email.
B. Confirm Patient Name, Address, Email ID & Mobile Number
Order Confirmation
C. Ensure Minimum Bill Amount of INR 200 shall only be taken for Home Delivery. No limit
for senior citizens.
D. Ensure Free Home delivery is done for Customers up to 15 Kms in distance from
Pharmacy Location.
Billing
E. Generate bill for respective Order and issue to Attending Staff for packing.
F. Consolidate Home Delivery Orders and pack the Medicines in respective Baggage for
dispatch.
G. Ensure Customer Name and Address mentioned at respective pack.
H. Ensure Medicines are packed to maintain needed temperature level.
Delivery
I. Handover the Dispatch List with Medicine Baggage to Delivery Person for Dispatch.
J. Issue Medicine and receive payment in Cash from respective Customer.
K. Reconcile the billed Amount and cash settled by delivery person on daily basis.
(The Purchase protocol for Pharmacy has to be fine tuned with clear demarcation
of roles, authority and admin control between the Pharmacist, Head Pharmacist
and the Administrative Manager in the system software to ensure complete
control of stock movement and vendor selection.)
JAN AUSHADHI PHARMACY
Receiving of Doctor Prescription & Billing
A. Receive Doctor Prescription from Patient/Visitor.
B. Enter the prescription details in System and generate two Bill copies.
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C. Ensure Bill Generated with Patient Name, Doctor Name, Medicine Name,
Quantity, batch number and expiry date.
Payment
D. Enquire on Payment Mode and receive respective amount from Patient.
E. Intimate the Patient on unavailability of respective Medicine at Pharmacy.
F. Make a note on Medicine unavailability and raise Purchase requisition on end of
each day. In case of Medicine in transit, intimate Patient on Medicine availability date &
time.
Medicine Packing & Issue
G. Pack the Medicine as per Bill and issue the same to patients.
A. Sell Medicines as per guidelines provided by Central Government.
B. Follow the guidelines as mentioned for Jan Aushadhi Pharmacy.
Do’s and Don’ts for Pharmacy
Do’s for Pharmacists
A. Issue Medicines only on Doctor Prescription.
B. Do collect only the billed amount from Visitor/Patients.
C. Do issue Medicines in proper package.
D. Do explain the patient on frequency of Medicines intake.
E. Do Handover the bill copies along with Medicines to Patient/Visitor.
F. Do provide discounts as approved by Management.
Do’s for Patients/Visitors
G. Do follow the Token process of collecting medicines.
H. Do submit the token in billing counter.
I. Do Tender exact cash for payment.
Don’ts for Pharmacists
J. Don’t Issue Medicines that are not in prescription list.
K. Don’t provide alternate Medicine brand without consultation from Doctor.
L. Don’t collect cheque or DD Payment.
1. 6 OPTICAL
Eye Testing
A. Collect respective Token from Patients and ask the Patient to wait for Doctors
Consultation.
B. Assist Patient to apply drops as recommended by Doctor.
C. Call the Patient Name and allow inside for Eye Test.
Eye Test Report
D. Check the OP Registration form for Eye Test Results as written by Doctor.
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E. Enter the details in System and generate Eye Test Report.

F. Instruct the Patient/Visitor to select the Frame & Lens.
Selection of Frame & Lens
G. Guide the Patient/Visitor to select their Frames & Lens
H. Frames alone will not be sold to Visitors.
Billing and Payment
I. Enter details of Frame and Lens in System as selected by Patient/visitor and generate
two bill copies.
J. Issue one bill to Patient/Visitor and receive payment.
K. Affix paid seal in bill copy and write the due date in bill copy for delivery.
L. Ensure receiving of 100% billed amount in Advance from Customer.
Delivery
M. Intimate Customer, once the Spectacles are ready.
N. Receive and verify the bill receipt copy from Customer.
O. Handover the Spectacles, only to authorized person.
.
1. 7 LAB SERVICES
Patient Arrival for Lab Test
A. Receive Lab Test Form as recommended by Doctors/Walk-in Patients.
B. Check the type of test to be taken as mentioned by Doctor.
Lab Test Billing & Payment
C. Enter the Test details in System and generate lab Test bill with Barcode.
D. Issue bill copy to Patient for Payment processing.
E. Receive payment for respective Amount as per Bill.
F. Affix paid seal in Bill Copy and issue the same to Patient.
Receiving of Blood/urine Sample
G. Receive Bill copy from patient and ask the Patient to wait for lab test.
H. Generate Patient Barcode Stickers and stick the same in sample collection tray.
I. Call the Patients inside to collect blood samples.
Lab Test Report
J. Stick Patient Barcode in samples collected for Testing.
K. Send samples for testing.
L. Collect the Test results and enter the details in Lab Test Report.
M. Take a printout of Lab test report and handover the same to the reception for onward
delivery.
N. On Availability of Patient Mail ID, the report shall be sent through Mail.
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O. Instruct the Patient to consult the Doctor with Lab test report.
1. 8 RADIOLOGY SERVICES
Patient Arrival for Radiology Test
A. Collect OP Registration form from Patients and check for Doctor Recommendation to
undergo Radiology test.
B. Check the type of test to be taken as mentioned by Doctor.
Radiology Test Billing and Payment
C. Enter Radiology Test details in System and generate bill copy.
D. Handover bill copy to patient for payment.
E. Receive respective bill amount and affix paid seal.
F. Handover the Bill with Barcode Stickers to Patient.
Radiology Testing
G. Receive bill copy from Patient and ask the Patient to wait for Radiology test.
H. Collect patient details and enter the same in System.
I. Call the Patients inside to conduct Radiology Test. No patient attender shall enter the
X-ray room during the procedure.
J. Provide the Patients with Radiology Test Report with Barcode Number pasted at Cover.
K. Complete compliance of AERB regulations with regard to X-Ray Equipment will be
followed.
L. Similarly, complete compliance of PNDT act and the required mandatory
documentation will be prepared and filed with designated authority.
1. 9 MEDICAL RECORDS MAINTENANCE
Medical Record Filing
A. Maintain Scanned Copy Patient OP Registration Form, Test Results, and other
Medical reports in iCloud System.
B. Take back of iCloud on Weekly basis and handover to Healthcare Trust Office.
Medical Record Stacking
C. Medical Files shall be saved as per Patient Registration Number for easy
retrieval.
Medical Record Retrieval
D. Submit Patient Medical History to Doctor, on patient revisiting for Consultation.
1. 10 PANTRY & DINING HALL
Pantry for Healthcare Staff
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A. Coffee Vending machine shall be placed in Doctors Rest room and Other Healthcare
Staff will be provided with Tea/Coffee by outsourced Cafeteria Vendor and Centre
management will arrange payment to the Vendor.
B. Maintain cleanliness of Pantry Items and floor
C. Ensure periodic filling of Milk, tea bags, Coffee Powder etc.
D. Ensure the pantry is kept in hygienic condition.
Pantry Sales for patients/Visitors
A. Tetra Pack Juice, Biscuits & Sandwich shall be served at Pantry on self-service only.
The Centre Management will review this from feedback of patients from time to time to
make appropriate changes
B. Ensure the food menu is displayed in front of Pantry and update the Menu as per
availability.
C. The Centre Management will ensure only Quality Food items are served at Cafeteria.
Dining Hall
D. Allow Healthcare Staff to have food only at dining hall.
E. Maintain General Hygienic Condition in Dining Hall.
1. 11 PROCUREMENT & STORES

Capital Purchase Requisition (Medical Equipment’s)
A. Receive asset requirement from the intender. After evaluation by the CMO and
Administrative manager the recommendation to be forwarded to the steering
committee for approval.
B. Check for assets and its contribution to Quality improvement of Medical services.
Management Approval
A. Upon receipt of approval from the trust start asset purchase procedure.
Purchase of Assets
A. Obtain quotation from at least 3 suppliers.
B. Supplier with favorable terms should be selected.
Raise purchase order
A. Based on the indent and relevant supplier, raise purchase order on supplier.
B. Obtain approval from Management in Purchase order.
Centralized Purchase
A. Raise Purchase requisition to Head Office.
B. Check for requirement of Assets and Purchase the items from Authorized
supplier.
Receipt of Assets
A. Check the quality of Assets and install the same in respective location.
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B. Ensure the results generated from Medical Equipment’s are accurate.

Purchase – Healthcare Pharmacy
A. Check the stock level of Medicines from Pharmacy.
B. Ensure Minimum Stock level maintained for each classification of Medicines
C. Raise Purchase requisition for items below minimum stock level.
D. On Approval of Purchase Requisition by head pharmacist, raise PO to
authorised Supplier/Unusual or high value purchases need the approval of
administrative manager.
E. Ensure only branded medicines from registered vendors are Purchased.
F. The pharmacist designated with purchase responsibilitySend approved PO to
respective supplier and follow up for Medicines.
Purchase – Jan Aushadhi Pharmacy
G. Maintain and Update Stock register of Jan Aushadhi Pharmacy.
H. Intimate BPPI for supply of Medicines, which are below minimum stock level.
I.Raise PO to authorized supplier, as per BPPI and follow up for Medicines.
Purchase – Optical Store
J. Check the stock level of Frames in Store.
K. Ensure Minimum Frame designs are available in each category of Frames.
L. Raise Purchase requisition for Frames & Lens as per requirement and stock level.
M. On Approval of Purchase Requisition, raise PO to authorised Supplier.
N. Ensure quality Frames/Lens are Purchased.
O. Send approved PO to respective supplier and follow up for Frames.
Stores
P. Check the Material Inwarded for Healthcare.
Q. Ensure the Material Inwarded as per Purchase Order.
R. Obtain Gate pass and Inward Material at Stores.
S. Make GRN entry in System and Stack the Material in Stores.
T. Check the Quality/Expiry date of Material Inwarded.
U. Return Material to respective supplier on low Quality/Expired Medicines.
V. Issue Material as per requisition raised by respective division of Healthcare.
(Special Care should be taken to ensure that coding for each item used in
Medical Centre and Pharmacy do not overlap as Pharmacy & Medical Centre are
using separate software.)
1.12 Fixed Asset Register
A. Fixed Assets Register shall be maintained by Accounts Department.
B. Fixed Assets Register shall contain the following details
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• Sufficient description of the asset to make identification possible

• Asset serial number
• Classification of the asset, i.e., the head under which it is shown in accounts
• Location
• Quantity – Number of units
• Original cost
• Year of purchase
• Depreciation, amortization and impairment for the current year
• Date of revaluation, if any
C. Maintenance of the Depreciation rate master and the method of depreciation to be
followed for each nature of the asset is the responsibility of Accounts section in
Healthcare office.
Tagging of Assets
A. Write the asset code on the asset (including Medical Equipment’s, Electric
Fitting, Computer, Furniture etc.) in a prominent place using Stickers.
Physical Verification
A. Verify physically, the assets and compare the same with the asset register on
Monthly basis.
B. Changes, if any to the location of the assets should be updated in the asset
register.
C. Missing of assets, if any should be intimated immediately and required actions
should be imparted.
Monitoring Usage
A. Also, ensure that the assets are being used effectively for the purpose it was
purchase.
B. Intimate underutilization of assets, if any and take necessary actions.
1. 13 MAINTENANCE & HOUSEKEEPING
I REPAIRS AND MAINTENANCE
AMC Planning
A. Review AMC requirement based on the nature and regularity of the complaints
for Medical Equipment’s, AC, PC, Printer and CCTV.
B. Incase of going for AMC, obtain Quotation from minimum three Service
providers, compare and select the favorable contractor.
Check for complaints
A. Check for Repair and Maintenance for various Assets
 Medical Equipment’s
 Air Conditioner
 Computer and Printer
 Furniture and Fittings
 Electrical
PAGE 21 OF 40
 Building – Civil, Painting, Plumbing etc.

Repair & Maintenance
A. Analyze the repair and decide to go for in-house or outsource, if not covered
under AMC.
B. Hire a local person to attend complaint on any minor faults and in case of major
problem, identify relevant Job Worker to carry out the repair.
C. On completion of repair work, update complaint form and maintain a copy in
Healthcare Office.
Routine Maintenance
A. Check Electrical Appliances and other equipment's on quarterly basis.
B. Check for Medical Equipment Quality on quarterly basis.
C. Check for Sceptic Tank water flow and cleaning on quarterly basis.
II HOUSE KEEPING
Housekeeping Areas
A. Ensure the list of areas to be cleaned on daily basis.
a. Reception Hall
b. Doctor Rooms
c. Patient Waiting Rooms
d. Lab Test Rooms
e. Radiology Service Rooms
f. Pharmacy
g. Optical Store
h. Passageways
i. Office
j. Washroom
k. Exterior
l. Parking Place
B. Clean all the areas before 6 AM and every 1 Hour from commencement of
Healthcare Operations.
C. Ensure all the areas of Healthcare are cleaned as per checklist.
D. Housekeeping Incharge shall monitor the activities of House Keeping.
Selection of Housekeeping person
A. Enquire on Housekeeping Suppliers and receive quotation from minimum three
suppliers.
B. Select the Housekeepers who have prior experience in Clinics or Hospitals.
C. Fix the House keeping charges on Monthly basis as per contract.
D. The amount shall be fixed per approval of Healthcare Administration.
Housekeeping – Before Operations (All Locations)
A. Clean and keep the room ready for Consultation.
B. Cleaning of Chairs and Tables
C. Cleaning of Floor
D. Cleaning of Doors & Lights
E. Check AC, and Lights works properly
PAGE 22 OF 40
Housekeeping – During operation (All Locations)

F. Arrange Seating for Patients
G. Empty Dustbins
H. Dispose Medical Waste on immediate basis with proper time intervals
I. Clean Wash rooms
Housekeeping – End of Operations (All Locations)
J. Clean the Premise at end of Operation
K. Empty Dustbins
L. Clean Wash Room
M. Clean Medical Waste
Housekeeping Inspection
A. Ensure the Healthcare is cleaned and sanitized every Day.
B. Housekeeping activity to be carried out as per the Checklist.
C. Check for rodents, cockroaches and other pests and ensure appropriate pest
control.
Housekeeping – Other Activities

A. Attend to Housekeeping Complaints raised by Doctors/Clinical Staffs.
B. Clean the Spillage on immediate basis.
C. Keep necessary sign boards, if the floor is slippery.
1.14 WASTE DISPOSAL MANAGEMENT

Collection of Medical Waste
A. Ensure Medical Waste are collected in respective Biohazardous container as
per their type.
B. Medical Waste includes
 Paper Towels
 Wipes
 Gloves
 Syringes without Needles
 Syringes with Needles or Sharp Objects
 Bandages or Dressings with small amounts of dry blood or fluid
 Any other material from medical care
Safe Handling
C. Ensure Sharps are not passed from hand to hand.
D. Used needles must not be broken or bent before disposal.
E. Used sharps must immediately be discarded in a sharps container
Medical Waste Disposal
A. Pack the Medical Waste in respective container.
B. Ensure there is no spillage from Container.
C. Handover the package to respective disposal agent.
PAGE 23 OF 40
D. Maintain records of Medical waste collected and handed over.
1. 15 MANAGEMENT
I STAFF ETIQUETTE, MOVEMENT & TRAINING
A. Staff of the centre will be well groomed with clean uniforms and properly attired.
Care should be taken that the name plate identity is clearly visible, footwear is
clean, and nails trimmed.
B. Personal hygiene of the staff should be immaculate. Care should be taken to
ensure that the hands are washed and sanitized from patient to patient.
C. The staff will use only the rear entrance for their movement. They are directed
no to use any other entrances for entry and exit.
D. The Staff will use rear lift/Staircase and go to their locker rooms in Third Floor
change and use the front lift/staircase to go to their appropriate work locations.
E. During their duty hours, the staff will use wash rooms provided in their
respective floor as and when needed.
F. Any Staff exit, during duty hours for whatever reasons should use the rear
entrance after swiping and security check.
G. Face Reader provided at the front entrance will be used by the consultants for
entry and exit.
H. The Centre will impart on the job training periodically using both internal and
external resources to ensure skill levels of staff are sharpened to render the best
possible service.
I. Variable compensation and cash rewards will be provided to staff members
based on patient feedback received every month and this will be prominently
displayed.
II SECURITY
A. Ensure Security are placed at the front gate during Day and Night Time.
B. Security should be provided at the rear gate half an hour prior to duty time and
should continue till half an hour after duty time to ensure staff security check as
well stock movement.
Material Movement – Inward/Outward
C. Ensure materials pertain to Healthcare, by verifying the Inward documents.
D. Record In-time and out-time for Material inward and outward register.
E. Obtain Gate pass for the materials and ensure gate pass is complete with
respective details.
CCTV Monitoring
A. Ensure that the CCTV cameras are working properly.
B. Ensure that the CCTV camera recordings are monitored on time.
C. Ensure that the backup of CCTV records is taken as per the schedule and
stored safely in Head office.
D. Check for repairs in CCTV and Intimate maintenance to rectify the repair.
Do’s and Don’ts of Security
PAGE 24 OF 40
Do’s
A. Do remember that your performance, appearance and general conduct, reflect
Healthcare.
B. Do conduct with utmost courtesy in any conversation with Doctors, Patients,
Staffs, and visitors too.
C. Keep the attendance register ready with fresh day/date entered in the format
provided.
D. Do ensure that the Healthcare area lights are switched on/off accordingly.
E. Do assist the visitors to park their vehicle at designated areas.
F. Do handover any lost items found in the Healthcare to Office.
Don’ts
A. Don’t allow any children to roam inside the Healthcare.
B. Don’t allow any two/four wheelers, beyond the designated areas.
C. Don’t allow pet animals/birds inside the premises.
III SAFETY
Prevention of Accidents
A. Plan all the operations and activities with safety regulations to minimize the risk
of accidents.
B. Evaluate Healthcare to minimize the risk and eliminate conditions that produce
unsafe or unhealthy environment.
Safety guidance
A. Post the Healthcare safety procedure for all the Patients/Visitors to view.
B. Develop the Healthcare Environmental, Safety Policy statement.
Fire Extinguishers
A. Fire License to be obtained from Local administration.
B. Ensure Fire Extinguishers are placed at appropriate places and place sign
boards of Fire Extinguisher.
C. Check for expiry date of extinguishers and refill them on timely basis.
D. Staff to be
Emergency Issues
A. Ensure unauthorized person are not allowed inside health care, intimate
Security on any person inside the Premise. (Drunken Person, Thief’s, Mis
Behavioral etc.)
B. Medical Emergency to any Patient shall be immediately taken for First aid with
assistance from Doctors.
C. Wheel Chair and Stretcher should be available at the front gate all the time to
ensure physically challenged and seriously ill Patients are served.
Safety & Way Sign Boards
PAGE 25 OF 40
A. Ensure Healthcare Safety Signboards displayed at respective places of Medical

center.
B. Ensure Way Signboards Displayed at respective places of Healthcare.
C. Healthcare Name Board shall be placed infornt of entrance and ensure the
same is visible to everyone.
IV UNIFORM & AMENITIES
Issue of Uniform
A. Issue Uniform to all Doctors, Nurses, Healthcare Technicians and all other
Staffs.
B. Instruct all the Healthcare Employees to come in Uniform.
Amenities
A. Provide all necessary Amenities to each Healthcare Division as per requirement.
B. Ensure all the Amenities are properly placed before start of each day.
Personal Locker
A. Ensure all the Healthcare Staffs are provided with personal locker to keep their
amenities safely.
B. Personal Locker keys are handed over to respective Staff.
C. Ensure no amenities other than Healthcare items are kept inside the Personal
Locker.
V EMERGENCY SERVICES
Emergency Services
A. Emergency patients shall be attended on priority.
B. Ambulance shall be provided on Emergency and a Doctor will be accompanying
the Patient only on availability.
C. Only First Aid shall be done for emergency cases.
D. Emergency Patients will be taken to nearest Hospital as referred by Healthcare.
VI VEHICLE MANAGEMENT
Vehicle Management
A. Maintain Vehicle Register for Ambulance and Two-Wheeler with details of start &
end KM, Fuel Consumption etc.
B. Ensure sufficient fuel was maintained in Ambulance at all the time.
VII Human Resource
Recruitment
A. Check requirement of Doctors, Clinical Staffs, Non-Clinical Staffs, Workers,
Contract labors and Security for Healthcare.
B. Prepare Manpower requisition form, duly filled with all details
 Job Title
 Qualification Required
 Experience Required
PAGE 26 OF 40
 Technical Skills
 Salary Limit etc.
C. Invite applications through referrals, advertisement and direct walk-in.
D. Screen the resumes and filter the candidates based on experience and
qualification
E. Ensure that the candidate holds valid certificates on Qualification and
experience, especially for Technical candidates.
F. Initiate Salary negotiation process with Shortlisted Candidates.
G. Finalize the Salary to respective selected Candidate and receive approval from
Management before appointment.
Employee File Maintenance
H. Maintain employee file with Staff ID card copy, Appointment letter, Educational
certificate, Experience Certificate, Aadhar Card, ID proof, address proof and Age
Proof
I. Maintain Statutory forms in employee file – PF, ESI etc.
Induction Training
J. Provide the Staff with ID Card, Laptop/Computer System, and other essentials
as applicable.
K. Collect the details of Candidate in Bank Application Form for New account
opening or NEFT Transaction
L. Explain the function of Organization and Working conditions to the Newly
Recruited Candidate
M. Forward Leave Policy, Working Hour policy, Dress Code Policy etc.
N. Issue Two set of Uniform to respective selected Candidate.
O. Give details of Reporting head and other information to New Joiner
P. Update the Email ID, Extension Number, Joining Date, Mobile Number and Birth
Date of New Joiner in Excel Sheet
Employee Code Creation
Q. Create Employee ID and ensure employee ID is created based on the serial
number of last employee ID
Attendance and Payroll
R. Ensure that all the Doctors, Clinical Staffs, Non-Clinical Staffs, Workers,
Contract labors and Security record in-time and out time in Biometric device.
S. Lunch Break can be taken for half an Hour.
T. Post month’s attendance to the payroll register and generate Salary Statement.
U. Ensure attendance register for salary correctness and loss of pay, if any.
V. Check for advances / statutory deductions before making the payments.
1. 16 ACCOUNTING, PAYMENT & RECEIPTS - AUDIT
Payments:
Payment Towards Purchases
A. Check accuracy of Purchase Order
PAGE 27 OF 40
 Purchase order
 Gate inward seal
 Quantity checked seal
 Valid Invoice
 Invoice Rate Vs PO rate
Salary Payment
A. Check Attendance register and calculate Salary for respective Doctor/Clinical
and Non-Clinical Staff/Worker.
B. Check for advances/statutory deductions before making the payments.
Salary of Consultant Doctors
A. Salary of Consultant Doctors shall be paid as per Agreement.
Statutory Payments
A. Refer statutory checklist for various statutory obligations and its due dates.
B. Check statutory calculations correctness and its matching with the books before
making the payments.
Payment to Housekeeping, Security and Job Worker
A. Refer agreement entered with Housekeepers, Security and Job Worker.
B. If needs to be paid based on the attendance, obtain the same from Admin,
check for the correctness.
Payment Towards Administrative Expenses
A. Check availability of Bills and proper supporting before making payment
 Electricity Bill
 Water Bill
 Broadband Bill
 Landline Bill
 Property Tax
 Insurance
Maintenance of Books of Accounts
A. Prepare receipt vouchers on receipt of Cash and deposit into bank on next day
morning.
B. Handling of Advance Amount and expense payment shall be made with
authorization from Management. No time, the Advance Amount should not
exceed INR 20000/-
C. Ensure that all payments are made on the due date.
D. Check the physical cash balance at the close of the day and send the scanned
copy to Head Office.
E. Ensure updating of transaction into proper account head.
F. Reconcile accounts on a weekly basis to ensure proper accounting.
G. Prepare Income and Expenditure of Healthcare, on or before 10th of every
month.
H. Prepare BRS at month end and take necessary actions, if any required.
Audit
PAGE 28 OF 40
A. Ensure Internal Audit is conducted on every Month End and report submitted to
Management by 5th of every Month.
B. Take corrective action as per action plan in Management Summary Report.
C. Audit should take into cognizance physical and system displayed stocks tally.
D. Suitable modification in system software to be done from time to time to facilitate
as per audit requirement.
Statutory Compliance
E. Ensure ontime obtaining of License and renewal of same within due date.
F. Statutory Certificates Renewal
 Building Permit (From Municipality)
 PCD
 Clinic Licence
 Pharmacy Licence
 Jan Aushadhi Registration
 Food Licence
 AERB
 PNDT
 Narcotics and Psychotropic Substances Act and Licence
 Fire and Health License
 Building Approval and Stability License
 Trade License
 Statutory Registration Copy maintained in Healthcare
G. Statutory Remittance
 GST
 TDS
 EB
 Water Charge
 Lease Rental
 PF/ESI
 Profession Tax
H. Insurance
 Insurance to Building
 Insurance to Medical Equipment’s
Do’s and Don’ts of Accounts
Do’s for Staff
A. Do account expenses under respective heads.
B. Do label files.
C. Do ensure completeness and correctness of billing.
D. Do keep cash at safe custody.
E. Do physically tally cash end of the day.
F. Do Reconcile bank book monthly.
G. Do pay Statutory dues / File statutory returns on time.
PAGE 29 OF 40
I. Do obtain complete / approved / valid supporting for all transactions.

Don’ts for Staff
J. Don’t accept cash which are spoiled/damaged.
K. Don’t accept Cheque and DD.
1. 17 MIS
MIS
A. Weekly/Daily MIS to be prepared and circulated to appropriate authorities on the
status of OP Registration, Consulting, Pharmacy, Optical, Lab collection and
Payments.
SECTION-2
2. A REPORTS AND TEMPLATES
A. OP Registration Form
B. Bill Receipt – Pharmacy, Optical, Lab and radiology Services
C. Housekeeping Checklist
D. Fixed Asset Register
E. Maintenance Request Form
F. Visitor Book
G. AMC Register
H. Waste Disposal Register
I. Vehicle Register
ROLES & RESPONSIBILITIES
DIVISION/DEPARTMENT CRI MEDICAL CENTRE

LOCATION SARAVANAMPATTI, COIMBATORE
JOB TITLE CONSULTING DOCTOR (GENERAL & SPECIALIST)
REPORTING TO CHIEF MEDICAL OFFICER
KEY RESPONSIBILITIES
 Adhere to Consultancy Timing.

 Ensure undertaking patient consultations and physical examinations
 Responsible for Timely Attending to Patient within Consulting Time.
 Record special complaints received from Patient and take Medical actions to cure the Patient.
 Ensure prescribing of Generic Medicine to all Patient.
 Provide Training for continuous improvement and update in Technologies.
 Adhere to Medical procedures as per Act.
 Provide general pre- and post-operative care to Patients.
PAGE 30 OF 40
DIVISION/DEPARTMENT CRI MEDICAL CENTRE

JOB TITLE CONSULTING DOCTOR (GENERAL & SPECIALIST)
REPORTING TO CHIEF MEDICAL OFFICER
 Ensure monitoring and administering medication.

 Patient assessing and planning treatment requirements.
 Conduct meeting with staff including other Doctors, non-medical management staff and healthcare
professionals etc.
 Write Medical Reports and maintain records.
 Ensure proper maintenance of Medical Records, Lab reports, Scan reports etc.
 Treat all Patients/Visitors with dignity and politeness.
DIVISION/DEPARTMENT CRI MEDICAL CENTER

JOB TITLE NURSE
REPORTING TO CMO/ADMINISTRATIVE MANAGER
 Coordinating with physicians and other healthcare professionals for creating and evaluating customized
care plans.
 Provide emotional and psychological support to the patients for creating harmonious environment.
 Maintaining reports of patients’ medical histories, and monitoring changes in their condition.
 Carrying out the requisite treatments and medications, as per prescriptions.
 Checking the stock on a regular basis for maintaining the inventory level, and placing indent, if required.
 Changing patient’s medication as indicated by their conditions and responses.
 Adhering with the protocols, norms, rules and regulations in order to maintain complete medical
records.
 Maintaining hygienic and safe working environment in compliance with the healthcare procedures.
 Conducting research for improving the nursing practices and healthcare outcomes.
 Providing instant care during medical emergencies, like car accidents, burns, heart attacks and strokes.
 Discussing treatment with pharmacists and physicians in the critical cases.
 Providing necessary guidance on health maintenance and disease prevention.
 Keeping an eye on each and every aspect of patient care that includes physical activity plus proper diet.
PAGE 31 OF 40

JOB TITLE NURSE
REPORTING TO CMO/ADMINISTRATIVE MANAGER
 Preparing rooms, and decontaminating equipment’s and instruments.
 Preparing patients for examinations.
 Educating patients’ families about the disease and its treatment.
 Resolving patients’ problems and fulfilling their requirements by applying multifaceted team strategy.
 Interacting with the healthcare teams for maintaining harmonious relationships.
 Attending educational workshops for enhancing professional and technical knowledge.
 Recommending drugs and other forms of treatment, like inhalation therapy, physical therapy, etc. as per
prescription

JOB TITLE PHARMACIST
REPORTING TO ADMINISTRATIVE MANAGER
 Prepares medications by reviewing and interpreting physician orders; detecting therapeutic

incompatibilities.
 Dispenses medications by compounding, packaging, and labeling pharmaceuticals.
 Controls medications by monitoring drug therapies; advising interventions.
 Completes pharmacy operational requirements by organizing and directing technicians' work flow;
verifying their preparation and labeling of pharmaceuticals; verifying order entries, charges, and
inspections.
 Provides pharmacological information by answering questions and requests of health care professionals;
counseling patients on drug therapies.
 Develops hospital staff's pharmacological knowledge by participating in clinical programs; training
pharmacy staff, students, interns, externs, residents, and health care professionals.
 Complies with state and federal drug laws as regulated by the state board of pharmacy, the drug
enforcement administration, and the food and drug administration by monitoring nursing unit
inspections;
PAGE 32 OF 40

JOB TITLE PHARMACIST
 Maintaining records for controlled substances; removing outdated and damaged drugs from the
pharmacy inventory.
 Supervising work results of support personnel; maintaining current registration and advising
management on needed actions.
 Protects patients and technicians by adhering to infection-control protocols.
 Maintains safe and clean working environment by complying with procedures, rules, and regulations.
 Maintains pharmacological knowledge by attending educational workshops; reviewing professional
publications; establishing personal networks; participating in professional societies.
 Contributes to team effort by accomplishing related results as needed.

JOB TITLE CASHIER
 Greet the customers entering into the Premise

 Receive payment by cash, cheques, credit card etc.
 Accepts cash, checks, or bankcards for payment; completes check and bankcard transactions according to
established procedure.
 Counts money, gives change and issues receipt for funds received.
 Maintains sufficient amounts of change in cash drawer.
 Balances cash drawer and receipts; documents discrepancies.
 Checking daily cash accounts
 Guiding and solving queries of customer
PAGE 33 OF 40

JOB TITLE CASHIER
 Providing training and assistance to new joined cashier

 Maintaining monthly, weekly and daily report of transactions
 Calculates discounts or references; requests customer identification for certain discounts and receipts as
required.
 Assists customers in locating specific items.
 Keeps register area neat and stocked with necessary supplies.

JOB TITLE RECEPTIONIST
 Receive the patients/ visitors promptly and courteously

 Assist them in recording their information into the system and issue of registration card, case sheet after
collecting consultancy charges.
 Issue them tokens with clear instructions as per floor directory, room number and patient waiting
number.
PAGE 34 OF 40

JOB TITLE RECEPTIONIST
 Intimate the nurse on duty to record physical parameters of the registered patients.
 Direct the Patients who come for radiology, laboratory, cardiology test to their appropriate place after
collecting necessary charges and issue of tokens.
 Clearly instruct the patient/attender to deposit the case sheet at the nursing station after consulting the
Doctor.
 Attend telephone calls and register patients for appropriate time with issue of special tokens.
 Handover cash and POS receipts to the Accountant on completion of shift.

JOB TITLE STOREKEEPER
PAGE 35 OF 40

JOB TITLE STOREKEEPER
Stock movements
 Attend & resolve all issues on loading and unloading activities
 Ensure the correctness of material receipts and intimate purchase department for any delays /
deviations, if any
 Attend pending checking/counting entries more than stipulated time from the date of inward
 Authorize and accept excess materials from vendor within the limit
 Receive approval from Pharmacist Head for any excess/shortage of materials that are beyond tolerance
limit.
 Resolve issues relating to materials returns.
 Monitor delivery activities and approve DC/Gate pass of delivery
 Ensure the correctness of stock order transfer entries and disposable stock entries passed by
Coordinators
 Verify the amendments/cancellations entries passed by Coordinators
 Verify the daily stock report and check for pending PO.
 Ensure the correctness of physical stock
 Generate the Monthly stock statement on general materials and forward to CMO for review
 Prepare stock ageing report and forward to Pharmacy for corrective actions on usable stock over
stipulated days.
Space management
 Plan & allocate space for general material, Pharmacy & Admin
 Define the rack with the reference code and allocate the respective rack for retrieval
 Ensure bin cards is updated on every issue and receipt
 Ensure rejected material placed in separate area
 Fix the maximum & minimum stock levels in consultation with Pharmacy.
 Attend and resolve issues relating to space management
Other activities
 Intimate the abnormal PO delays to Pharmacy for corrective actions.
 Intimate to Pharmacy for follow-up of order fulfilment on partial deliveries.
PAGE 36 OF 40

JOB TITLE OPTOMERIST
REPORTING TO OPHTHALMOLOGIST
 Examine eyes, using observation, instruments and pharmaceutical agents, to determine visual acuity and
perception.
 Focus to diagnose diseases and other abnormalities such as glaucoma or color blindness.
 Analyse test results and develop a treatment plan.
 Prescribe, supply, fit and adjust eyeglasses, contact lenses and other vision aids.
 Prescribe medications to treat eye diseases if state laws permit.
 Educate and counsel patients on contact lens care, visual hygiene, lighting arrangements and safety
factors.
 Consult with and refer patients to ophthalmologist or other health care practitioner if additional medical
treatment is determined necessary.
 Remove foreign bodies from the eye.
 Provide patients undergoing eye surgeries, such as cataract and laser vision correction, with pre- and
post-operative care.
PAGE 37 OF 40

JOB TITLE OPTICIAN
REPORTING TO OPHTHALMOLOGIST
 Measure clients' bridge and eye size, temple length, vertex distance, pupillary distance, and optical
centers of eyes, using measuring devices.
 Verify that finished lenses are ground to specifications.
 Prepare work orders and instructions for grinding lenses and fabricating eyeglasses.
 Assist clients in selecting frames according to style and color, and ensure that frames are coordinated
with facial and eye measurements and optical prescriptions.
 Maintain records of customer prescriptions, work orders, and payments.
 Perform administrative duties such as tracking inventory and sales, submitting patient insurance
information, and performing simple bookkeeping.
 Recommend specific lenses, lens coatings, and frames to suit client needs.
 Sell goods such as contact lenses, spectacles, sunglasses, and other goods related to eyes in general.
 Heat, shape, or bend plastic or metal frames in order to adjust eyeglasses to fit clients, using pliers and
hands.
 Evaluate prescriptions in conjunction with clients' vocational and avocational visual requirements.
 Instruct clients in how to wear and care for eyeglasses.
 Repair damaged frames.
 Obtain a customer's previous record, or verify a prescription with the examining optometrist or
ophthalmologist.
 Arrange and maintain displays of optical merchandise.
 Fabricate lenses to meet prescription specifications.
 Assemble eyeglasses by cutting and edging lenses, then fitting the lenses into frames.
PAGE 38 OF 40

JOB TITLE RADIOGRAPHER
REPORTING TO RADIOLOGIST
 valuate patients medical condition and history to determine most suitable radiographic technique for
diagnosis
 Interact with patients to offer them psychological support and address their concerns regarding an
imaging procedure
 Adjust diagnostic equipment to deliver accurate amount of radiation to patients
 Operate complex medical instruments such as MRIs, CT scanners, X-ray, ultrasound, and several other
imaging devices
 Liaise with oncologists and physicians to plan treatment for cancer patients
 Direct and supervise the activities of radiography assistants and trainee radiographers
 Maintain proper records of patient details ensuring confidentiality of sensitive information
 Follow up on patients after treatment to track the progress of recovery and ensure patients show no
signs of radiation side effect
 Explain to patients and their family the details of a procedure and ways to manage possible side effects
 Regularly inspect diagnostic equipment to ensure they are functional and operate efficiently
 Assist oncologists and physicians during complex radiological examinations
 Ensure compliance with health and safety guidelines to minimize risk of exposure to ionizing radiation
 Correctly position patients prior to X-ray imaging in order to obtain high quality films
 Use portable devices to conduct diagnostic scans on patients who can’t move to the radiology unit.
PAGE 39 OF 40

JOB TITLE HEAD LAB SERVICES
 Ensure accuracy of lab services by doing quality tests as mandated for each lab equipment.
 Ensure Lab Technicians are available as per shift at their specified places in the ground floor as well as
second floor.
 Ensure patient/attender is given the right time for collection of test reports.
 Ensure all lab technicians perform their duties as below
 Perform laboratory tests including pre- and post-analytic phases
 Prepare samples/specimens
 Produce accurate and reliable data and interpret results
 Follow methodologies in carrying routine tasks
 Research relevant topics and gather information/data
 Adhere to correct procedures, policies and health/safety guidelines
 Keep abreast of all industry developments and best practices
 Document all activities, record results and insert/retrieve data
 Maintain work area and equipment
 Provide administrative assistance
PAGE 40 OF 40

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C.R.

C.R.I TRUST Healthcare

Standard Operating Procedure

C.R.I TRUST Healthcare 3

Mission and Vision

Premier Holistic Healthcare institution with emphasis on affordable patient care,

teaching and research. Consistently endeavor in pursuit of excellence for the

betterment of patients, employees and society at large, adopting contemporary

technologies coupled with tradition.

creating an outstanding institution.

Be the role model for the healthcare industry.

Honesty, integrity and industry in principle and practice.

Do the utmost for patient care without compromise.

offering the lowest of prices.

Relentlessly pursue new opportunities and latest technologies to make a

difference in the healthcare needs.

noble and humane.

diseases and prevention of diseases.

C.R.I. TRUST HEALTHCARE

STANDARD OPERATING PROCEDURE

The Administrative Manager is the Trust’s representative of the Healthcare

The prime responsibility of the Administrative Manager is to protect the assets of

The C.R.I. Trust Healthcare SOP comprise the following stages

Do’s and Don’ts for Patient Registration

M. Do assist the Patient to reach respective Doctor’s Consultation Room.

Staff Available for Clinical Work

Healthcare Functioning Time

Timing for Laboratory - Blood/Urine Sample Collection Center

Timing for Radiology Services

X - Ray 9.00 AM to 2.00 PM Monday to Saturday

Timing for Physiotherapy

Particulars Functioning Time Days

Timing for Optical

Particulars Functioning Time Days

Timing for Pharmacy

Particulars Functioning Time Days

B. MRI Scan/CT Scan

1. 3 BILLING AND TARIFF

LAB & Diagnostics:

Do’s for Patient

A. Do tender exact change for Cash payments.

C. Do maintain a copy of bill receipt for all usage in Healthcare.

F. Don’t receive DD or Cheque as payment.

Don’ts for Customer

I. Don’t give any extra amount than charged.

F. Enquire on Patient illness and prescribe Medicines/Test as needed.

Receiving of Prescription & Issue of Token

E. Enter the details in System and generate Eye Test Report.

1. 11 PROCUREMENT & STORES

B. Ensure the results generated from Medical Equipment’s are accurate.

• Sufficient description of the asset to make identification possible

 Building – Civil, Painting, Plumbing etc.

Housekeeping – During operation (All Locations)

Housekeeping – Other Activities

1.14 WASTE DISPOSAL MANAGEMENT

D. Maintain records of Medical waste collected and handed over.

A. Ensure Healthcare Safety Signboards displayed at respective places of Medical

I. Do obtain complete / approved / valid supporting for all transactions.

ROLES & RESPONSIBILITIES

DIVISION/DEPARTMENT CRI MEDICAL CENTRE

 Adhere to Consultancy Timing.

DIVISION/DEPARTMENT CRI MEDICAL CENTRE