Kerala Health Department Issues Strict Order for Healthcare Facilities
The Kerala health department has issued a comprehensive order requiring all healthcare facilities across the state to fully comply with Clinical Establishment Act regulations. This move aims to protect patients' rights and ensure complete transparency in medical services.
Mandatory Display of Information at Admission Desks
According to the new directive, every healthcare facility must prominently display crucial information at their admission desk or reception area. This includes detailed lists of services provided, applicable fees, available package deals, and contact details for grievance officers. Facilities must also display the email addresses and phone numbers of district medical officers and district registering authorities.
Importantly, establishments must clearly outline patients' rights and available facilities for all visitors to see. This transparency measure ensures that patients can make informed decisions about their healthcare.
Emergency Care Responsibilities
The order establishes clear responsibilities for emergency situations. Healthcare facilities must provide primary care to any patient arriving in an emergency and help manage the situation effectively. Treatment cannot be denied for reasons such as non-payment of advance fees or lack of proper documentation.
If a patient needs transfer to a hospital with better facilities, the treating establishment must arrange transportation and share all relevant medical information with the receiving facility. Upon discharge, healthcare providers must immediately provide patients with complete treatment records and all test reports.
Registration Requirements and Penalties
No clinical establishment can operate in Kerala without proper registration. The order defines clinical establishments broadly to include all firms providing diagnosis or care, whether they have beds or not. This encompasses hospitals, laboratories, dental clinics, and AYUSH health centers.
Establishments operating without registration will face legal penalties under the Kerala Clinical Establishments (Registration and Regulation) Act of 2018.
Service Availability and Patient Rights
Healthcare facilities must ensure that treatment, tests, and other essential services remain available in properly categorized forms. These services include intensive care units, operating theatres, scanning facilities, laboratory services, ambulance services, and emergency care.
All establishments must maintain strict confidentiality and practice non-discrimination. Medical records must be made available to patients within seventy-two hours of request.
Detailed Information for Admitted Patients
For admitted patients, healthcare facilities must provide comprehensive information about available services. This includes basic rates, package rates, included services, advance deposit requirements, refund policies, insurance procedures, and cashless treatment options.
Establishments must also explain claim settlement procedures, provide treatment estimates, outline billing policies, and detail discharge procedures. Information about ambulance and transportation rates, twenty-four seven emergency care protocols, and complaint resolution systems must be readily available.
This information should be available for download on the facility's website or provided to patients in printed brochures upon request.
Timely Updates and Billing Transparency
Healthcare facilities must update all displayed information immediately whenever changes occur. This applies to rates displayed at the facility, information in printed brochures, or details provided on websites. Any changes to complaint resolution procedures or other important matters must be updated promptly in all relevant places.
Clinical establishments must provide all consumers with itemized bills that clearly break down consultation fees, test charges, treatment costs, and other service expenses. Charging rates higher than those displayed or published is strictly prohibited.
Complaint Mechanisms and Legal Remedies
Patients have multiple avenues for addressing concerns about healthcare services. Complaints regarding service deficiencies can be filed with consumer dispute redressal commissions. For issues involving fraud or deception, patients can lodge complaints with local police authorities.
For serious offences, complaints can be made directly to the chief secretary or state police chief. Patients can also seek advice and assistance from district or state legal services authorities for help with complaint resolution.
Consequences for Violations
If clinical establishments violate any of these conditions, they may face penalties under the Kerala Clinical Establishments Act of 2018. Serious violations could result in suspension or cancellation of the establishment's registration. These administrative penalties are in addition to other civil and criminal legal remedies available to patients.
The health department's order represents a significant step toward standardizing healthcare practices across Kerala while prioritizing patient welfare and transparency in medical services.
