SE CITIZEN'S CHARTER FOR NATIONAL HEALTH AUTHORITY > A Mm C a eT Qg Se == NATIONAL HEALTH AUTHORITY (NHA) Address: 3rd,7th & 9th Floor, Jeevan Bharati Building, Tower-I, Connaught Place, New Delhi 110011 Website: www.pmjay.gov.in | Date of Issue: June 2020 | Next Review: June 20211. Vision “Achieving SDG 3.8: Ensuring financial protection against catastrophic health expenditure and access to affordable and quality healthcare for all”. 3. Service Standards 2. Mission “Creating the world’s best health assurance programme on an efficient and technologically robust ecosystem” No. | Clientele Services Offered Delivery of services Timelines ‘Average time taken to send ‘communication for additional 7 working Prompt Grievance Information on receiving the days Redressal for grievances grievance, if required received on CPGRAMS ‘Average time taken for 28 working grievance settlement days PMJAY Average time taken to send 1. | Beneficiaries/ communication for additional 7 working Citizens Prompt Grievance Information on receiving the days Redressal for grievances grievance, if required received on CGRMS. ‘Average time taken for 14 working grievance settlement days Timely response to ‘Average time taken for 44 working grievance letters providing response to days from Citizens grievance letters ‘+ Note 1: Above service standards are only applicable for grievances related to services offered by NHA. ‘+ Note 2: With regard to services offered by respective State Health Agencies (SHAs), ABPM-JAY Beneficiaries and Citizens are requested to contact their respective SHA. Contact details of SHAS are found on below weblink https://www.pmjay.gov.in/states/states_uts_officials 4. Grievance Redressal Mechanism Below are the details regarding Grievance Redressal Mechanism at PM-JAY. How to Lodge the Grievance? Stakeholders can lodge grievances using following methods SN Online Mode SN Offline Mode 1 [@]_| PMJAY Grievance Portal Central 1 @&) |_ AB PMJAY National helpline: Grievance Redressal Management Helpline number is 14555 System (CGRMS): https://egrms.pmjay.gov.in/ 2[@]_ | Government of India Grievance 2 Ey | Through letter addressing to Public Portal: Centralized Public Grievance Redress ‘And Monitoring System (CPGRAMS): https://pgportal.gov.in/ Grievance Officer on the official addresses of the NHA Through email: grievance can be emailed to NHA's public Grievance OfficerContact Details of NHA’s Public Grievance Officer Name: Mr. Surendra Tiwari Designation: Public Grievance Officer, NHA Email: egrms.pmjay@nhaindia.in Grievance Redressal Guidelines of PM-JAY For further details on the procedure, reporting and monitoring of g rly pect ieee ee Aan a . Clientele and How to Avail Services SN | Stakeholders How to Avail Services *Gtizens can visit folowing website to check their eigibity under a PM-JAY https://mera.pmjay.gov.in/search/login PMJAY 1 Beneficiaries/ * PM JAY Beneficiaries can avail treatment under PM-JAY empaneled Citizens hospitals. List of hospitals is can be found on below link https://hospitals.pmjay.gov.in/SearchlempniWorkFlow.htm? @ actionFlag=ViewRegisteredHosptisNew 6. Indicative Expectations from Service Recipients SN | Service Recipients | Indicative Expectations * Approach only authorized channels to avail information and details of the PM-JAY © Find your eligibility under the scheme using authorized channels only. You can find your eligibility by visiting https://mera.pmjay.gov.in/ [a searchilogin or visiting nearest CSC or EHCP. + PMWAY is an entitled based scheme; therefore, no enrollment or registration is required under the scheme. Do not fall prey to any dubious messages/announcements ensuring enrollment under the scheme. If your household is not listed under the scheme, unfortunately you are not eligible to avail services under the PMJAY * Approach Empaneled Health Care Providers (EHCPs) only in seeking treatment under the scheme. List of hospitals are available on 1 we https://hospitals.pmjay.gov.in/Search/empnlWorkFlow.htm? @ ei eee) actionFlag=ViewRegisteredHosptisNew * Cooperate with SHA & EHCP officials with regard to procedures for treatment under the scheme * Raise grievances with appropriate authorities if services are Not found to be of poor quality and below service standards + PMAAY scheme is a cashless scheme to eligible beneficiaries. Do not pay any person or hospital to avail services or medecines under the scheme + Ifanyone asks for money for enrollment, treatment or for medicines during treatment; immediately inform district/state or NHA authorities by raising the grievance by appropriate channels * Provide feedback of services received at the time and post discharge