INTRODUCTION

This SOP describes different procedures for managing day to day operations at Hope & Health ™. The SOP applies to all staff members who are responsible for managing different activities captured here.

The SOP will be monitored and audited on a regular basis to ensure that it is being followed correctly.

FOR KIDS HEART SURGERY PROGRAM:

1. PATIENT SCREENING AND SELECTION:

The patients are referred to Hope & Health ™ by Paediatricians and Paediatric cardiologists working in various tertiary hospitals as well as in private clinics. They properly evaluate and diagnose them. Once the case is submitted to Hope & Health ™ it is discussed in the Medical Board of the foundation where surgical management and the level of referral center needed are planned.

2. FINANCIAL ASSISTANCE:

  • Hope & Health ™ provides financial assistance to families who cannot afford the cost of heart surgery. The foundation works with various reputed organizations like Amrita Heart Foundation and Rotary India to help fund the cardiac surgeries in underprivileged children. If a particular child’s funding cannot be arranged through these charities, then with a network of donors to raise funds for such cases. It also collects donations from its website, social media platforms and other online platforms like Ketto.org.
  • The amount of financial assistance that a family receives depends on several factors, including the family’s income, the cost of the surgery, and the family’s medical insurance coverage.
  • To apply for financial assistance, families must complete an application form and provide documentation of their financial situation from concerned Tehsildar of their area. Besides, physical verification is carried by a team of dedicated volunteers of the foundation who visit the concerned family at their houses, interview them, as well and generate a proper written report completing the financial evaluation.

3. HOSPITALIZATION AND SURGERY:

  • Hope & Health ™ works with a network of hospitals and clinics across India to provide heart surgery to children in need. The organization also provides transportation, accommodation, and other support services to families during the hospitalization period as needed depending on the financial status of the family.
  • The specific procedures that are followed during hospitalization and surgery vary depending on the type of child’s heart defect. However, all procedures are performed by highly skilled surgeons and nurses.
  • Hope & Health ™ staff maintains a regular effective communication with the surgical teams and the child’s family for encouragement and support, should they require any.
4. POST-OPERATIVE CARE:
  • Hope & Health ™ provides post-operative rehabilitative care to children who have undergone heart surgery. This care includes mandatory follow-up appointments with paediatric cardiologists andother non-cardiac appointments, medication and counselling wherever necessary.
  • The specific type of post-operative care that a child receives depends on the type of heart defect and its severity.
5. DATA PRIVACY:
  • Hope & Health ™ protects the privacy of all patients and their families. The organization does not share patient information without the express consent of the patient or their family.
  • Patient information is stored in a secure database and is only accessible to authorized personnel.
6. CONFIDENTIALITY: 
  • Hope & Health ™ staff are bound by confidentiality agreements. They are not allowed to discuss patient information with anyone outside of the organization without the express consent of the patient or their family.
  • If a staff member breaches confidentiality, they may be subject to disciplinary action, up to and including termination of employment.
7. COMPLAINTS ROCEDURE:
  • Hope & Health ™ has a complaints procedure in place. If a patient or their family has a complaint,they can submit it to the organization in writing. The complaint will be investigated, and a responsewill be provided to the complainant within a reasonable time frame.
  • The complaints procedure is designed to ensure that all complaints are handled fairly andpromptly.

 

FOR VMS SPECIALTY HOSPITAL:

 

VMS Speciality Hospital (VMSSH) Construction:

  • Hope & Health ™ has collaborated with Voluntary Medicare Society (VMS) to bring up a state of art speciality hospital on not-for-profit basis.
  • VMSSH construction and operations are being managed by Aurjaan Healthcare company who have a formal contract with the Governing board of VMSSH that consists of equal number of members from both organizations.
  • The hospital will serve as a model to other health organizations for a disciplined and state of art healthcare services provision with dignity and compassion irrespective of social status of the patient.
 

 

Standard Office Procedures for Accounting, Communication, Data Handling, Coordination, Duties:

 

1. Accounting:

  • Hope & Health ™ maintains a comprehensive accounting system that tracks all financial transactions.
  • The accounting system is used to generate financial reports, such as the balance sheet, income statement, and cash flow statement.
  • The accounting system is also used to track the organization’s assets, liabilities, and equity.
  • Hope & Health ™ keeps track of all the costs incurred, as well as donations received for various projects, and funds granted to families / hospitals to support the heart surgeries, or the funds collected for the hospital project.
  • The organization also uses accounting to track the revenue that it generates from donations and other sources.
  • Hope & Health ™ also employs the services of a Chartered Accountant (CA) to generate financial reports that are used by the board of directors to make decisions about the organization’s finances.
  • The CA also generates and sends the 80G receipts to the respective donors.

2. Legal:

  • Hope & Health ™ has a professionally dedicated law firm who provide legal counsel, review contracts and agreements and provide guidance for regulatory and compliance related matters.

3. Communication:

  • Hope & Health ™ staff are expected to communicate effectively with each other, with patients and their families, and with other organizations.
  • Communication should be clear, concise, and professional.
  • Staff should use the appropriate channels of communication for each situation. WhatsApp, emails, phones, social media handles etc.

4. Data Handling:

  • Hope & Health ™ staff are responsible for handling patient data in a confidential and secure manner.
  • Hope & Health ™ uses an in house developed ERP for managing the patient, donor, as well as financial data.
  • Data should only be accessed by authorized personnel.
  • Data should be stored in a secure location.

5. Coordination:

  • Hope & Health ™ staff are expected to work together to ensure that patients receive the best possible care.
  • Staff should communicate with each other regularly and share information as needed.
  • Staff should be willing to help each other and to pitch in where needed.

6. Duties:

  • Hope & Health ™ staff are responsible for performing their duties in a professional and efficient manner.
  • Staff should be punctual and reliable.
  • Staff should be willing to work hard and to go the extra mile.
 

Summary:

 

  • These are just some of the SOPs and standard office procedures that Hope & Health ™ follows.
  • The organization is committed to providing high-quality care to children with congenital heart disease.
  • The Standard Office and Operative procedures help to ensure that this care is delivered in a safe, efficient, and compassionate manner.