Citizen’s Charter

Salient Features of the Citizen Charter of College of Medicine & JNM Hospital, WBUHS, Kalyani, Nadia, West Bengal. 

This charter seeks to provide an outline which enables our user to know:

The services, which are available in this institution, the quality of services they are entitled to, the method of informing complaints and suggestions for rectification.


Services :

This institution is Medical College & Hospital under direct control of The West Bengal University of Health Sciences, West Bengal. It provides medical education, research and health care to the people of Nadia District, neighbouring districts and even the nearby states. The buildings of the institution are mainly situated at the J.N.M.Hospital campus of Kalyani town. In addition the Urban and Rural Health Training Centres are located at Chakdaha and Haringhata of Nadia District respectively.


Medical Education and Research – UG like M.B.B.S is conducted under West Bengal University of Health Sciences. Some other Paramedical Courses like GNM (under WB Nursing Council), DMLT etc. (Under WB State Medical Faculty). Different research projects are also conducted by the faculties jointly and individually in different departments under the supervision of the Institutional Ethics Committee. Different other training programmes for medical / paramedical students of other institution / university are also available on request. The training programmed (CME) for the doctors are conducted by the Medical Education Unit of the Institution. Dean of Students’ Affairs look after the academic and other activities of the students of the institution.


Health Care – The institution provides health care to all patients who come to the hospital. Standards are influenced by patient load and availability of resources, which are generally under strain due to huge influx. However, the hospital tried its best to provide courteous, prompt, efficient and reliable attention to all the users, attending the hospital.


General Information :

Medical Teachers                              : 160 (approx)

Doctors                                              : 250 (approx) (including JR/House Staff)

Nurses                                                : 230 (including Block Sisters)


Other staff                              : 650 (approx) including contractual staff


Beds                                        : Sanctioned strength is 500. In addition, there are CCU (10)


ICCU, NICU/SNCU, Eclampsia etc     : 05 each


Location                                 : All the Pre-Clinical Departments along with the College


Administrative Office is situated at the Kalyani Campus.

Para-Clinical and Clinical Departments along with Hospital.

Administrative Block is situated at Kalyani Campus.

Enquiries :

Location Guide Map and different signages in English and local languages are displayed in different location of the Institution for easy guidance. Moreover, there is Help-Desk counter at Entrance of the main hospital building, where Rogi Sahayaks help and guide the patients and their parties. A control room functions round the clock at Ward Master Office beside Operation Theatre (Old) complex, which can be accessed over phone number (033)25828102.

Casualty and Emergency Services :

Timings : 24 hours x 7 days.

Casualty Medical Officers and Resident doctors are available round the clock. On – Duty Specialist Doctors of different Disciplines are available in the hospital round the clock in Major Specialities like Medicine, Surgery, Orthopaedics, Obs & Gynae, Anaesthesiology, Eye, ENT, Paediatrics etc. Senior faculties in those major specialities are also available on – call round the clock, if desired by the treating doctors. Failure to respond to any patient in time is monitored by the Medical Superintendent. During attending the Emergency cases, the treatment / management gets priority over paper work. The decision of admission or refer rests with the treating doctors. Cardio-Pulmonary Resuscitation Unit and ITU facility are available near the General Emergency Block.

Emergency Operation Theatres are usable at all times. Another Emergency OT is available at O&G building for the Gynae and Obs Cases.

Out Patient Departments :

Specialist Doctors of different disciplines like Medicine, Surgery, Orthopaedics, Gynae & Obs, Eye, ENT, Paediatrics etc are available.

The Registration for OPD is from 9:00 am to 2 pm (except Sundays and fixed 10 Holidays/year) and the OPD timing is till the treatment of the last patient, which is usually upto 2:30 pm. Special Clinics are held in the Hospital for various days are displayed at receptions and in the OPD block.

Most of the essential medicines are available free of cost from the OPD Pharmacy. Emergency Pharmacy remains open for round the clock for all essential medicines and consumables.

Facilities like ART Centre, ICTC, ICTC (ANC), Audiometry, Speech Therapy Unit, Adolescent Clinic with Child Guidance Clinic, Postpartum Unit with Family Planning etc are available in different OPDs.

Indoor Facilities :

All patients admitted in General Wards of the Hospital are treated free of cost. Free diet is provided to all patients in the General Wards. Every patient is given one attendant pass. Visitors are allowed only at notified visiting hours (4 pm to 6 pm everyday).

On admission of a medico legal case, the hospital has to mandatorily honour the rules of the Indian Government and informs the local Police authorities.

Separate Unit is functioning for the Dialysis facility, which is available at PPP model.

However, the facility for Organ Transplant is not available in this Hospital till date.

National Programmes :

Different National Programmes like JSY, JSSK, NPCB, RSBY, RNTCP etc are also available.

Charges :

The beds and food are absolutely free of cost for the free bed patients under BPL Category. Most of the investigations are available free of cost for all the patients. However, some facilities like CT Scan etc. are also available with charges as per PPP rate of Government. The charges of those are displayed the place where those tests are conducted and at the Cash Collection Centre. There is provision to waive the charges partially or fully in case of BPL category patients on the recommendation of the treating doctor and by the Assistant Superintendent. All the facilities are absolutely free of cost for all the mothers admitted for deliveries, all babies under the age of one year and the patients with RSBY card (upto Rs. 30000/- per year). Illness Assistance fund is also available from the Government for patients under BPL categroies.

Investigation :

Timings : All routine essential investigations (Laboratory and Radiological) are available for 24 hours x 7 days.

Other investigations (Laboratory and Radiological) are available on all working days (except OPD holidays).

Reliability and promptness of Laboratory results are ensured. The tests are done by the specialist doctors and technicians. Reports are made available within the shortest possible time.

There are radiological facilities like X- Ray, CT Scan and USG.

However, Prenatal Sex Determination is not available in this institution as per PNDT act.

Blood Bank :

A licensed Blood Bank is available in this hospital.

Miscellaneous Facilities :

The construction and maintenance (24 x 7) of the College and Hospital are done by the Civil and Electrical division of PHE (West Bengal) and Office of the PHE is situated within the hospital campus.

Wheel Chairs and Stretchers are available on request at the gate of the OPD and Casualty for the facility fo patients who are not in a position to walk.

Ambulance is available round the clock for shifting patients and for the movement of on – call doctor and emergency staff. Ambulance is also available free of cost for the movement of the mother, who delivered baby in this institution as a part of JSS Karyakram.

Police Morgue and Post Mortem facility are available.

Medical Board facility is also available on request.

There are standby generators to cater the emergency services in case of power failure.

A fair Price Medicine Shop (under PPP Mode) is situated within the Hospital campus, where essential medicines and consumables are available for all the indoor, outdoor and outside patients on subsidy rate (69% less than MRP).

ATM counter is available in the hospital campus. Adequate drinking water and toilet facilities are available. Canteen for the patients is available.

Dead body (only in case of normal death) can be donated to the Department of Anatomy for academic and research purpose. However facility for eye donation or organ donation is not available till date.

Complaints, Grievances and Suggestions :

Suggestions / Complaint boxes are also available at various locations in the College and Hospital. Moreover, one can submit their letter at the Office of the Principal or Medical Superintendent on working hours and to the Office of the Ward Master during non – working hours. A public grievance committee, headed by the MS looks after ll the complains / suggestions. If any problem is not resolved locally, the complain may be forwarded to the authority of the WBUHS.

Responsibilities of the User :

The Success of the facilities depends on the support of the users. Various constraints under which the hospital is functioning should be appreciated. More than 10 lakh patients are attending the OPD, about 1.5 lakh patients are attending the casualty and Emergency Ward and about 22000 deliveries are conducted in a calendar year.

Appeal to the Users :


Please use the facilities of this institution with care.

Please avoid those activities which will cause inconvenience to other patients and hospital staff.

Constructive Suggestions and useful feedback are requested from all. Please help us in keeping the hospital and its surroundings neat and clean. Please refrain from demanding undue favours.

Beware of Touts.


Don’t take food or drink from unknown person.

Don’t give money to anybody without valid receipt.