Information Under MSR Clause B.1.11

Citizen's Charter

Citizen's Charter


Accessible, Affordable and Acceptable, quality health care and education to all


Medical education and healthcare of the highest standards are being imparted, especially to the underserved and vulnerable, with last mile connectivity by our staff who are embodiments of love and compassion.

The Magic of Gifting Medical Education

  • Improving access to quality healthcare in rural
  • Preventing exclusion of first-generation learners and disadvantaged students from rural areas, by creating opportunities for them to pursue medical education and become healthcare professionals.
  • Positively impacting the healthcare equity and overall well-being of the rural population


Sri Sathya Sai Sarla Memorial Hospital is a multi-specialty hospital. The main objective of the Hospital is to make quality healthcare accessible for all, without any barriers, absolutely free of cost

Ever since 2018, the Hospital has been serving patients in various disciplines of:

•        General Medicine

•        General Surgery

•        Anesthesiology

•        Orthopedics

•        Pediatrics

•        Obstetrics and Gynecology

•        Community Medicine

•        Pulmonology


•        Ophthalmology

•        ENT

•        Dermatology

•        Emergency

•        Psychiatry

•        Physiotherapy

•        Radiology

•        Laboratory

•        Dentistry


The Hospital regularly provides specialty services such as Endocrinology, Cardiology, Neurology, Fetal Medicine, Plastic Surgery and Podiatry.


  • OPD registration starts from 8 am till 4pm. After 4pm all the OPD cases will be seen as an emergency.
  • OPD Registration is free, and it is available at the main registration counter.
  • For every new patient, A Card with new registration number and barcode is generated.
  • Every outpatient seeking treatment at the hospital is registered prior to the consultation.
  • A prescription is generated for recording history, symptoms, diagnosis, & treatment being provided.
  • In case of the old patient, the prescription slip is generated at the OPD counter.
  • For special clinics, a prior appointment system exists.
  • However, non-appointment/walk inpatient, are also entertained at their turn.
  • Many facilities are provided at OPD level e.g. ECG, Plaster, Injection, nebulization and Immunization, Minor Surgical Intervention, Physiotherapy, etc.
  • For Medical certificates, the patient must contact the respective OPD counter.
  • There is a May I Help You Desk for assistance & Welfare Officer in case of any problem.


  • All Inpatient services are free.
  • All in-patients receive treatment by a team of Resident Doctors and Nurses, available round the clock, under the supervision and guidance of senior consultants.
  • Ward Accommodation- The following categories of wards are available depending upon the availability and condition of the patient.
  • General Ward, Stepdown HDU, ICU, EICU
  • All the wards are fully equipped with nebulizers, O 2 & suction supply etc. to provide top-quality medical care.
  • Every inpatient is provided with one attendant pass.
  • Visitors are allowed only during notified visiting hours and 2 visitors are allowed at a time per bed.

Laboratory services

Sri Sathya Sai Sarala Memorial Hospital Laboratory was established in the year 2017 at Sri Sathya Sai Grama, Muddenahalli, Chikkaballapura with a mission to provide quality healthcare aided with diagnostic services at free of cost. It was further expanded in the year 2021 by adopting state of the art facilities and installing new equipment’s thereby incorporating more tests and diagnostic procedures required for routine screening, diagnosis and monitoring the course of diseases for better patient care and outcome.

Department of Microbiology

The Department of Clinical Microbiology, which is a part of Central lab offers 24×7 free diagnostic services to all patients visiting the hospital. Equipped with state-of-the-art instruments, it encompasses diagnostic testing for infectious diseases, antimicrobial susceptibility assessments, environmental monitoring, research and development, quality control, outbreak investigations, and education. These vital services facilitate disease diagnosis, inform treatment decisions, ensure product safety, advance scientific understanding, and safeguard public health.

Department of Pathology

The department provides in –house Services as well as point –of –care testing along with   on –field services with screening camps for Cervical cancer, Oral cancer and Blood donation camps which are being conducted on regular basis thereby contributing to Swami’s Mission in serving the rural population for completely free of cost.

At present the Central Lab is in ground floor of Sri Satya Sai Sarala Memorial hospital and has expanded its services with Histopathology and Cytopathology in Rajeshwari block 1st floor. Academic activities including student practicals are conducted in a well-equipped teaching laboratory aided with interactive audio-visual aids and Museum with histopathological specimen in 3rd floor of Rajeshwari Block.

The department has a centralised sample collection room for outpatient services in Rajeshwari block and 24/7 round the clock laboratory along with Blood Centre for in-patient / emergency and ICU services.

All equipment’s are interfaced and integrated with routine test reports / investigations being available online on the same day through L.I.S software.

Internal quality checks are done on a day-to-day basis for all automated machines.

The department is also enrolled in External Quality Assurance Schemes (EQAS) with CMC Vellore, AIIMS Delhi and NEUQAP – Anand diagnostic Centre Bangalore.



Clinical pathology



Blood Centre


All routine hematological analysis (Complete blood counts, Peripheral smear examination, Malaria parasite detection, platelet counts, Blood grouping, Sickle cell testing, Erythrocyte sedimentation rate estimation, Direct and indirect Coomb Testing, Coagulation studies including PT/INR/aPTT, bleeding time, clotting time) are being processed on a day-to-day OP/IP basis with an average turn-around of >15,000 tests per day.

Bone marrow aspiration procedure and interpretation, including trephine biopsy, Hematological malignancies related testing like special stains (MPO, PAS, Perl stain, etc.) are also being done.


All routine urine and stool analysis with microscopy, semen analysis, occult blood tests and body fluid analysis (pleural, ascitic, peritoneal washings, synovial fluid) for cell counts, cell type are done on a day-to-day basis.


Includes Fine needle aspiration procedures and interpretation (including USG/CT guided procedures), Cervical pap smears, Cell block studies, Body fluids (Ascitic fluid, pleural fluid, urine, intraoperative fluid aspirations) for malignant cytology, Sputum cytology and Imprint smear studies.


Histopathology section deals with processing of tissues obtained through surgical procedures. The department has been equipped with automated tissue processor and embedding station with Leica microtome and other allied equipment’s required for histopathology section preparation.

Special Stains for routine and core biopsy reporting (ex:  PAS, GMS, Reticulin, Perls, ZN stain, MPO, Toludine blue, Fite faraco etc..) are available as an adjunct for routine reporting.


SMSIMSR has a World class fully equipped Blood Centre where, Blood components such as PRBC, FFP, RDP, SDP and Cryoprecipitate are prepared and stored. The Blood Centre has been functional since 20th February 2023 with voluntary blood donations. So far 3384 units have been collected and issued 3061 units to the patients.  Voluntary blood donation camps in colleges and private companies have been conducted in a well-equipped and airconditioned Mobile blood donation bus, where in 4 donors can donate at a time.


Being a part of Worlds first free medical college, the department is actively involved in teaching medical undergraduates with well-equipped teaching laboratory, interactive lectures with audio-visual aids, integrated teaching and a museum with representative specimen of various organ systems. Important flow charts, illustrative diagrams and pictures are displayed within the lab. Training and teaching activities also include students of allied health sciences and nursing courses.

Pharmacy Services

  • Purchase of cost-effective medicines
  • Providing High quality service to patients
  • Distribution of medicines to the wards
  • Dispensing medications to outpatients
  • All the services provided in free of cost
  • Implementation recommendations of Pharmacy and Therapeutic committee
  • Implementation of electronic prescriptions

Mess Services

Sri Sathya Sai Annapoorna kitchen housed behind the Rajeshwari Memorial block caters to the food requirements of the patients, their attenders and the staff who work for the Sri Sathya Sai Sarla Memorial hospital and the Rajeshwari Memorial hospital.

The in- patient kitchen furnishes 3 meals and 2 snacks in a day, for every day of the year, for all the patients. Breakfast is provided mainly for the Diabetic patients, on all the working days, for a stipulated time.

The patient meals are meticulously planned by the team of nutritionists, bearing in mind the nitty-gritties, principles of therapeutic modifications, cost effectiveness, availability of resources and the widely prevalent taste of the region.

The in-patient meal also encompasses diet plans that are meant for patients who have to be fed through nasogastric tubes or through the venous route.

Meal cards, with specifications, are provided for every in-patient which has to be produced by the attender while taking the meals for their respective patients. Key inputs regarding the type of meal to be served to the patient is indicated by the Nurses and additional requirements, if any, are mentioned by the Nutritionists during their visit to the various wards.

One attendant who is allowed to be with every patient is also provided the three meals and evening snack with hot Beverage.

All these are provided totally free of cost.

The staff who work round the clock benefit from the supply of hot timely meals as their food needs are taken care of during their working hours. Practically possible provisions are made to accommodate food service for those working late hours as well.

There are separate staff and volunteers for food service who take systematic care of the workflow to make it seamless right from food preparation at the kitchen to dispatch alongside supply at the dining halls to the serving of the food.

Thus, the entire programming of the Department has a fair touch of professionalism, ethics, culture, compassion aligning with the vision and mission of the Sri Madhusudhan Sai Institute of Medical Sciences and Research

Patient’s Rights and Responsibilities

Rights of Patients:

  • Be treated with dignity, respect, consideration of their individual values and belief and
  • Privacy during examination, procedures and treatment.
  • Be protected from physical abuse or neglect.
  • Refuse treatment.
  • Confidentiality of all records and communications, to the extent provided by law.
  • Participate in decisions about their care and provide informed consent.
  • Be informed of the estimated costs of proposed treatment.
  • Access to information contained in the Medical Record in the form of a Medical Report.
  • Discharge Summary.
  • Voice their concerns and complaints with the Patient Advocacy Cell of the Medical College
  • Access to Superintendents Office.
  • Have the appropriate family member eligible to all the above rights, in case the patient is
  • Unable to meaningfully participate in his / her care.

Responsibilities of Patients:

  • Provide accurate and complete information about their health condition.
  • Follow the treatment plan recommended by the treating Doctor.
  • Accept responsibility for their actions if they refuse treatment.
  • Preserve and produce all the records of their illness.
  • Accept responsibility for the safekeeping of their valuables and possessions.
  • Abide by the rules and regulations of the hospital including the “No-tobacco Campus Policy”.
  • Be considerate of the rights of other patients and SMSIMSR personnel by assisting with the control of noise, cleanliness and number of visitors.
  • Respect the property of others and that of SMSIMSR.
  • Provide honest information concerning all documentation requested by the staff of SMSIMSR.
  • Provide useful feedback about services and policies.
  • Treat all healthcare workers with respect.
  • Abide by all applicable National, State and Local laws.

Back to Information under MSR Clause B.1.11