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# CityMed Hospital - Patient & Admin Support

## Appointments

### How do I book an appointment?
Call our helpline at +91-98765-43210, visit the hospital reception (OPD Block, Ground Floor), or use the CityMed Patient Portal at portal.citymed.in. Online bookings are available 24/7. Walk-ins are accepted subject to doctor availability.

### What are the OPD timings?
- General OPD: Monday to Saturday, 8:00 AM – 2:00 PM
- Evening OPD: Monday to Friday, 5:00 PM – 8:00 PM
- Emergency: Open 24 hours, 7 days a week
- Sundays: Emergency and ICU services only

### Can I reschedule or cancel my appointment?
Yes. Call +91-98765-43210 or log in to the Patient Portal at least 2 hours before your scheduled time. Cancellations made less than 1 hour before the appointment may incur a ₹200 administrative fee.

### How do I book a specialist consultation?
Specialist consultations require a referral from a General Physician in most cases. However, direct appointments with Cardiologists, Orthopedic Surgeons, and Dermatologists can be booked directly via the portal or helpline.

### Is there a token system for OPD?
Yes. Tokens are issued from the OPD registration counter. Online bookings receive a pre-assigned token number via SMS one hour before the scheduled time, reducing waiting time significantly.

## Doctors & Departments

### Which specialties are available at CityMed?
CityMed has 28 specialty departments including:
- Cardiology & Cardiac Surgery
- Orthopedics & Joint Replacement
- Neurology & Neurosurgery
- Oncology & Cancer Care
- Obstetrics & Gynecology (OB-GYN)
- Pediatrics & Neonatology
- Gastroenterology
- Pulmonology & Chest Medicine
- Nephrology & Urology
- Dermatology & Plastic Surgery
- ENT (Ear, Nose, Throat)
- Ophthalmology
- General Medicine & Internal Medicine
- Psychiatry & Mental Health
- Endocrinology & Diabetes

### Who are the senior consultants available?
- **Dr. Rajesh Kumar** – Senior Cardiologist (MBBS, MD, DM Cardiology) | Mon, Wed, Fri: 10 AM–1 PM
- **Dr. Priya Sharma** – Chief Gynecologist (MBBS, MS OBG) | Tue, Thu, Sat: 9 AM–12 PM
- **Dr. Anil Mehta** – HOD Orthopedics (MBBS, MS Ortho, FRCS) | Mon–Fri: 11 AM–2 PM
- **Dr. Sunita Rao** – Senior Neurologist (MBBS, MD, DM Neurology) | Mon, Wed: 3 PM–6 PM
- **Dr. Vikram Patel** – Oncology Consultant (MBBS, MD, DNB Oncology) | Tue, Thu: 2 PM–5 PM
- **Dr. Meena Joshi** – Pediatrician & Neonatologist (MBBS, MD Pediatrics) | Daily: 9 AM–1 PM

### What is the consultation fee for doctors?
- General Physician: ₹300
- Specialist Consultant: ₹600 – ₹1,000
- Senior Consultant: ₹1,200 – ₹2,000
- Super-Specialist / HOD: ₹2,500
- Emergency Consultation: ₹500 (additional to regular fees)

### Are second opinions available?
Yes, CityMed offers second opinion consultations. You may bring previous reports, scans, and prescriptions. A dedicated second-opinion clinic runs every Saturday from 10 AM to 1 PM.

## Diagnostics & Lab

### What diagnostic services does CityMed offer?
- Pathology & Blood Tests (NABL Accredited Lab)
- Digital X-Ray & Fluoroscopy
- MRI (1.5T & 3T)
- CT Scan (128-slice)
- 2D Echo & Stress Echo
- Ultrasound & Color Doppler
- PET-CT Scan
- Mammography & DEXA Scan
- Pulmonary Function Test (PFT)
- Electroencephalography (EEG)

### What are lab timings and where are reports collected?
- Sample collection: Monday to Saturday, 6:30 AM – 12:00 PM (fasting samples preferred before 9 AM)
- Emergency lab: 24 hours
- Reports available via SMS link, Patient Portal, or Lab counter (Block B, Ground Floor)
- Routine reports: Within 6–24 hours
- STAT/Emergency reports: Within 1–2 hours

### Can I get home sample collection?
Yes, home sample collection is available within a 10 km radius of the hospital. Book via the Patient Portal or call +91-98765-43220. A technician visits between 6:30 AM and 10 AM. Additional charges: ₹150 within 5 km, ₹250 for 5–10 km.

## Billing & Insurance

### What payment modes are accepted?
CityMed accepts:
- Cash at all billing counters
- UPI (Google Pay, PhonePe, Paytm, BHIM)
- Credit/Debit Cards (Visa, Mastercard, RuPay)
- Net Banking
- Corporate credit letters (for empanelled companies)

### Which insurance companies are empanelled with CityMed?
CityMed is empanelled with 45+ insurance providers including:
- Star Health Insurance
- HDFC ERGO Health
- Bajaj Allianz Health
- Niva Bupa (formerly Max Bupa)
- ICICI Lombard
- United India Insurance
- New India Assurance
- Government schemes: PMJAY (Ayushman Bharat), CGHS, ESIC, State Government schemes

### How does cashless insurance work at CityMed?
1. Inform the Insurance Desk (Main Reception, Ground Floor) at the time of admission
2. Submit your insurance card, government-issued ID, and doctor's referral letter
3. CityMed's TPA team initiates pre-authorization with your insurer
4. Approval typically takes 2–4 hours for planned admissions
5. Emergency cashless processing: 30–60 minutes

### What if my insurance claim is denied?
Our billing team will help you with reimbursement paperwork including itemized bills, discharge summary, and diagnostic reports. Contact the billing helpdesk at billing@citymed.in or +91-98765-43230.

### Do you have installment/EMI options?
Yes, CityMed offers No-Cost EMI through HDFC Bank, ICICI Bank, and Bajaj Finserv for bills above ₹10,000. Speak to the billing counter for eligibility.

## Admissions & Wards

### What types of rooms are available?
- **General Ward:** ₹1,500/day (6–8 beds per room)
- **Twin Sharing:** ₹3,000/day (2 beds per room, attached bathroom)
- **Single Private Room:** ₹5,500/day (AC, TV, sofa for attendant)
- **Deluxe Room:** ₹8,500/day (AC, smart TV, mini-fridge, attendant bed)
- **Suite:** ₹15,000/day (living area, kitchenette, meals included)
- **ICU:** Rates vary by acuity (₹8,000–₹18,000/day)

### What is the admission procedure?
1. Obtain an admission note from the treating doctor
2. Visit the Admission Desk (Main Reception)
3. Submit ID proof, insurance documents (if applicable), and doctor's note
4. Deposit advance payment (₹10,000 for general ward, ₹25,000+ for ICU/Surgery)
5. Room allocation is done based on availability and doctor preference

### Are attendants allowed to stay?
One attendant per patient is allowed. Attendant passes are issued from the nursing station. Attendants must follow hospital visiting hours and hygiene protocols.

### What are visiting hours?
- ICU & HDU: 12:00 PM – 1:00 PM and 6:00 PM – 7:00 PM only
- General Wards & Private Rooms: 9:00 AM – 12:00 PM and 4:00 PM – 8:00 PM
- COVID/Isolation Wards: No visitors (video calling facilitated by nursing staff)

## Emergency & Ambulance

### What emergency services are available?
CityMed's Emergency department operates 24/7 with:
- Trauma care (Level II Trauma Center)
- Cardiac catheterization lab (24/7 STEMI protocol)
- Emergency surgery OT
- Stroke management unit
- Pediatric emergency
- Poison control and toxicology

### How do I call an ambulance?
Dial **112** (National Emergency) or CityMed's direct ambulance line **+91-98765-43200**. ALS (Advanced Life Support) and BLS (Basic Life Support) ambulances are available. GPS tracking via the CityMed app.

### What is the response time for ambulances?
Average response time within city limits: 8–12 minutes. The ambulance team provides telephonic first-aid guidance while en route.

## Patient Services & Facilities

### What amenities does CityMed provide?
- 24-hour pharmacy (in-hospital)
- Cafeteria on Ground Floor and 4th Floor (8 AM – 10 PM)
- Free Wi-Fi throughout the campus
- Wheelchair and stretcher services (free of charge)
- Interpretation services for non-English/non-Hindi speakers
- Chapel/Prayer room (Basement Level)
- Patient counselling and social work services
- Parking (free for the first 30 minutes, ₹30/hour thereafter)

### How do I access my medical records?
- Request at the Medical Records Department (Block C, 1st Floor) with valid ID
- Records available within 3 working days
- Digital records downloadable via Patient Portal within 24 hours of discharge
- Medical records are retained for 7 years as per regulations

### Who do I contact for feedback or complaints?
Email: feedback@citymed.in
Patient Relations Desk: Main lobby, Ground Floor (9 AM – 6 PM)
Phone: +91-98765-43240
Complaints are acknowledged within 24 hours and resolved within 7 working days.