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PASSENGER CARE (Chapter – 13) |
13.1
GENERAL
13.1.1
Assistance to passengers and their relatives is of utmost
importance in relieving them of same of their misery.
13.1.2
Injured passengers and their relatives are to be treated
with utmost courtesy, concern and sympathy to alleviate their trauma and
discomfort.
13.1.3
For dealing with
relatives arriving from far long
corners of the country, staff fluent in the local language of the place from
where the train originated should be used as interpreters.
13.1.4
Commercial supervisors & WIs should be assigned to talk
to injured passengers to ascertain from them whether they wish to call relatives.
13.1.5 Injured
passengers should thereafter be provided with either mobile or BSNL STD phones
in order to enable them to speak to their relatives.
13.2
HOSPITALIZATION
OF THE INJURED
13.2.1
General policy in case of railway accidents in which
casualties occur is that of rapid evacuation to railway hospital after
rendering immediate and necessary first-aid treatment.
13.2.2
In case there are no railway hospitals nearby, then they are
to be admitted in the nearest Govt. hospitals.
13.2.3
In following cases, injured may be taken to a Private
hospital.
i. When there is no
railway or govt. hospital available within a radius of say 8 kms, of the site
of accident or.
ii. When the
attending doctor certifies that the treatment in private hospital is necessary
in the interest of the patient.
iii. Except where
railway doctor certified, such injured passenger should normally be eligible to
the lowest class of accommodation in private hospitals where different scales
are available.
iv. Where the family
of the injured person desires to be provided with a higher class accommodation,
the family should give in writing to pay the extra cast involved directly to
hospital authorities.
13.2.4
For this purpose, each division should make out a working
arrangement with such private hospitals as may be necessary in areas served by
them so that in an emergency injury cases can be referred to hospitals
concerned without loss of time.
13.2.5
To facilitate matters and to avoid misunderstandings, CMD
should draw up a list of such private hospitals bearing in mind Railway and
non-Railway hospitals in the vicinity.
13.2.6
Power has been delegated to MS/ARMV-in-charge for settlement
of charges to be paid for such cases for each class of accommodation.
13.2.7
Payments to private hospitals under this para can be
arranged locally by the Railways and Ministry of Railways approval is not
necessary.
(Extract of Para 701(1) & Para 712 of
Chapter VII of IRMM and Para 1421 of Indian Railway Establishment manual and
M.O.Rs letter No. MH59/MES/96/medical at. 18.12.1959).
13.2.8
When injured are admitted in non-railway hospitals, railway
doctors should be deputed to these hospitals to render necessary assistance,
including supply of medicines as required
which may not be available in these hospitals.
13.2.9
They should also carefully monitor the condition of injured
and maintain an updated list with all details.
13.2.10 If more than one
hospital is involved, apart from deputing doctors to individual hospitals, a
railway doctor should also be deputed to coordinate and maintain centralized up
dated position.
13.3
FACILITIES TO BE
MADE AVAILABLE IN HOSPITAL
13.3.1
There should be a separate reception counter manned by
commercial supervisor or WI at the entry to the hospital for dealing with
relatives of patients who arrive.
13.3.2
A chart should be displayed at this reception counter
indicating ward nos. where accident patients are admitted along with their
names, coach no. wise.
13.3.3
At the entry to each such ward, a second list should display
the name of the patient, coach no and the bed
no. inside the word.
13.3.4
Commercial staff and WI on duty at that hospital should
carry a last indicating the name, address and telephone no. of relatives as
given by the patient, and whether they have been informed or not.
13.3.5
Arrangements should be made to inform the next of kin or a
relative or friend of the deceased, in case identity of the person involved in
accident becomes known.
13.3.6
As each relative arrives his name should be marked in the
list against the passenger’s name.
13.3.7
Reception counter should be provided with BSNL telephone
with STD facility.
13.3.8
There should be 2 mobile telephones for being taking to
patients inside words for making outgoing calls.
13.3.9 Complete medical
care of all passengers including payment of medical bills till their final
discharge should be provided.
13.4
COMMUNICATION
13.4.1
STD Telephones/Mobile phones should be made available to
passengers to communicate with their relatives.
13.4.2
Railway Telephones available at adjoining
Stations/Cabins/Gates shall be extended to the accident site.
13.4.3 In case of
passenger train accident mobile phones which will be kept at ART/ARME will be
used by the stranded passenger free of charge.
13.5
SINGLE WINDOW
CLEARANCE
13.5.1
CAC should have provision of single window clearance for all
legal formalities & multiplicity of paper work.
13.5.2
Counters provided in CAC should have facilities for following
items in the given sequence as indicated in Annexure – 3.
13.5.3
Reservation chart, for locating the name.
13.5.4
List of dead and injured along with name of hospital. The
name of passengers involved should be checked up from the list of dead or
injured, if available, and their current status informed.
13.5.5
Counter for providing commercial supervisor or WI as escort
along with a vehicle, for accompanying the relative and going around to various
hospitals or mortuary.
13.5.6
Railway doctor for issue of Medical Death Certificate.
13.5.7
Govt. doctor for issue of Post Mortem Clearance, in case the
same is necessary.
13.5.8
Municipality official for issue of Official Death
Certificate.
13.5.9
Local police for issue of authority for handing over of dead
body.
13.5.10
Claims counter – Payment of ex-gratia and issue of Claims
Compensation Form.
13.5.11
Counter for helping performance of last rites in case
relatives decide to cremate the body there itself.
13.5.12 Pass counter for
issue of return journey pass.
13.6
PERFORMANCE OF
LAST RITES
13.6.1
In many cases relatives decide to perform last rites at the
place of accident itself instead of taking the body back to their native
place.
13.6.2
In such cases railways should render appropriate assistance
to relatives for performing last rites.
13.6.3
Information about performance of last rites of the deceased
would be conveyed to the relatives & transport will be provided for
carrying the body.
13.6.4
Assistance will be rendered by WI and Commercial supervisor.
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