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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.
- 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.