Maa Ram Pyari Superspeciality Hospital

(A unit of Maa Ram Pyari Ortho Hospital Research Centre Pvt. Ltd.)
HR POLICY
HUMAN RESOURCE HANDBOOK

Grievance Redressal
Grievance redressal is essential for every organization to grow. With proper grievance
handling minor and major disputes can be dealt with. We at our healthcare center have few
steps for grievance handling. These steps are as follows:-
File complaint:
The employee has to give a written complaint to the immediate superior. If the immediate
superior is unable to address or resolve the dispute, the case is forwarded to the Human
Resource Manager to be dealt with.

Acknowledge Dissatisfaction:
Managerial/supervisory attitude to grievances is important. We focus attention on
grievances, not turn away from them. Ignorance.

Define the Problem: Instead of trying to deal with a vague feeling of discontent, the
problem is defined properly. Sometime the wrong complaint is given. By effective
listening, we make sure that a true complaint is voiced.

Get the Facts:

Facts are separated from fiction. Though grievances result in hurt feelings, the effort is
made to get the facts behind the feelings. There is a proper record of each grievance.

Analyses and Decide:

Decisions on each of the grievances have a precedent effect. No time is lost in dealing with
them. Grievance settlements provide opportunities for managements to correct themselves,
and thereby come closer to the employees.

Follow up:
Decisions are followed up earnestly. They are promptly communicated to the employee
concerned.
DISCIPLINARY CODE OF CONDUCT
To ensure orderly behavior and to regulate the interaction between the employer and
employees the hospital has certain standards, rules and regulations. The disciplinary code
is intended to provide a framework of these standards, rules and regulations which ensures
that employees know and understand what the hospital is expecting from them and what
the employees can expect. The disciplinary code also prescribes the penalties which are
likely to be imposed by the hospital on employees. The Disciplinary code provides
examples of minor and major offence which may lead to disciplinary action and the code
is not intended to be exhaustive of possible offences nor prescriptive for the only
disciplinary sanction.
Introduction to the Disciplinary Code and Procedure
a. The implementation of the disciplinary code and procedure by the hospital is important
to ensure the effective functioning of the organization, and to achieve the set goals and
objectives. The disciplinary procedure is therefore the instrument by means of which the
organization can maintain effective discipline in the workplace.
b. The disciplinary code and procedure is intended to provide a framework of these
standards, rules and regulations which ensures that employees know and understand what
the hospital is expecting from them and what the employees can expect in terms of
disciplinary action.
c. The Hospital may exercise disciplinary action against an employee for good cause not
stipulated in the Disciplinary Code.
d. Every employee does not has the right, to be assisted in any disciplinary action by a
colleague or co-worker of his choice to present evidence, cross-question witnesses and
raise questions. The Management has the right to cross verify the case with its colleague
or co-worker.
e. The Disciplinary Code as reduced in matrix form is only to serve as a guideline in terms
of the appropriate disciplinary penalty. Although this is the recommended disciplinary
action, a degree of flexibility should be maintained in order to apply the appropriate degree
of discipline.
f. The Disciplinary Code and Procedure is not intended to and does not set out all the
grounds on which disciplinary steps may be taken and the common-law grounds for
discipline and termination of employment exist hand-in-hand with this disciplinary code
and procedure. Where there are not specific regulations set out, integrity, ethical behavior
and responsibility should be a guide.
Definitions
“Day” shall mean, for the purpose of this procedure, a normal working day and including
Sunday, Saturday and Public Holidays.
“Conduct” (misconduct) by an employee is interpreted to be the unauthorized and / or
inappropriate action by the employee in contravention of the rules and regulations of this
code.
“Disciplinary Hearing” refers to a formal meeting, chaired by a committee of the hospital
or any of the hospitals subsidiaries, to obtain the relevant facts of the allege misconduct,
and to take the necessary corrective action.
“Operational Requirements” is defined as the functional demand of the operation by reason
of technological, economical and practical restructuring.

GENERAL RULES
I) Disciplinary action should strive to be corrective or constructive.
ii) Discipline and dismissal are regarded as part of Management’s responsibility (as per
the
disciplinary Code) which will be exercised:
• Where the work performance or behavior of employees deviates from the accepted
standards.
• Where the work performance or behavior of employees is unsatisfactory.
• Where the employee fails to meet his/her terms and conditions of employment.
• To prevent/resolve conflict in the establishment.
iii) The severity of disciplinary action will depend upon the circumstances of each case
and mitigating factors will be given proper attention. Importantly, the penalties set out in
the code are intended to act as guidelines. Circumstances may therefore justify the
imposing of a penalty more or less severe than that recommended in the guidelines.
iv) Although contravention of the code may also constitute criminal acts, the hospital shall
not be precluded from acting in terms of this procedure where criminal steps against the
employee have been taken or from initiating criminal steps against the employee at any
time.
v) As the offences stated in the code are not intended to be exhaustive, the hospital may
exercise disciplinary action against an employee who has committed an offence, which has
not been stated in the disciplinary code.
 vi) The managers responsible for exercising disciplinary action will use their discretion
and on occasions may prefer to give a verbal warning for a minor offense.
vii) A verbal and written warning shall remain valid for a period of six working months or
as the case may require.

viii) A third offence, or unrelated offences, warranting a written warning could result in
dismissal pending the outcome of the disciplinary enquiry save for the final written warning
which will remain valid for a period of twelve working months or as the case may require.
ix) The signing of a verbal/written warning by an employee means that he/she
acknowledges receipt thereof, and not acceptance of the contents. Should he/she deny the
allegations contained therein, it must nevertheless be signed by the applicable employee.
An appeal may be lodged against said given warning. Even if an employee refuses to sign
a written warning, the written warning shall be valid and operative.
x) Warnings to employees are cumulative only if warnings issued are in the same offence
category as per the Code. Written warnings will be kept in the employee’s personal file
even after expiration only in order for "The Hospital" to retain a comprehensive history of
each employee’s performance during the employment contract and will be considered at
the time of performance appraisal.
xi) Employee representative are required to obtain permission to be absent from their
places of work in order to act in terms of this procedure, which permission shall not be
unreasonably withheld. The employee representative, with the consent of the employee
concerned, shall be entitled to have sight of the disciplinary record of the employee.
xii) If a manager referred to herein is unavailable, the hospital may temporarily designate
another manager to deal with the matter.
xiii) The employee shall not be entitled to appeal internally in respect of a disciplinary
enquiry, consequent to which the employee was dismissed.
xiv) The Disciplinary Code forms part of the terms and conditions of employment and
applies to all employees of "The Hospital".
xv) "The Hospital" is entitled to suspend an employee on full pay pending an investigation
into any breach of the Disciplinary Code or the Employment Contract.
xvi) An employee should be willing to submit himself/herself to a breath test and/or a
blood test by a qualified doctor should his/her behavior / performance necessitates this.
xvi) Where the employment of an employee is terminated with notice, Management may
or may not pay the employee in lieu of the appropriate notice period and may require the
 employee to physically leave the place of employment and "The Hospital’s" premises
immediately.
xviii) Summary dismissal means termination of employment without notice and without
payment in lieu of notice.
xix) Management may, as an alternative sanction to dismissal (which is regarded as the
ultimate sanction) suspend an employee without pay for a period commensurate with the
severity of the particular disciplinary offence. The Management may demote or hold
employees increment as per the severity of the case.
xx) In the cases related to sexual harassment in form, an enquiry will be conducted by the
enquiry committee hearing the cases from both defaulter and the victim. After hearing both
the cases the Management will take decision and the Management’s decision will be final.
Till the enquiry process in on both the defaulter and the victim will remain suspend till
management’s decision.

DISCIPLINARY CODE OFOFFENCE

tice pay, suspension or a verbal, written or final written warning are stated below:

Action Action Action Action

Classification on of Offence
Offence st
1 Offence 2nd 3rd 4th
Offence Offence Offence

Leaving company premises

Final Written
while on duty without Written Warning Dismissal
Warning
authorization.
Offences relating to
absenteeism and other Leaving place of duty Final
while On duty without Written Warning Written Dismissal
time keeping
Obligations authorization. Warning
Unauthorized absence
Final Written
from work without a valid Written Warning Warning Dismissal
reason.
Loitering in the
Final
cloakrooms or on Written Warning Written Dismissal
company premises Warning
While on duty.
Failing to report absence to Final
Offences relating to company at the earliest Written Warning Written Dismissal
Possible opportunity. Warning
absenteeism and other
Verbal
time keeping Bad time keeping such as Written
Final
late coming or leaving warning Written Dismissal
Obligations Warning
work early. and/or Warning
counseling
 Failing to produce a Final
Final Written Dismissal
medical certificate when Warning Written
Required to do so. Warning
Failing to report for
overtime work when Final Written
Dismissal
agreed to do so without a Warning
valid reason.
Desertion – Absent from
work for five or more Dismissal
consecutive working days
Without valid reasons.
Fraudulent timekeeping,
such as clocking via
another employee or Dismissal
allowing another
employee to clock one in.

Offences relating to
work ethic and the Negligence in carrying out Final Written
Dismissal
employee’s duties. Warning
work obligations

Gross negligence in
carrying out duties. Dismissal

Final Written
Dereliction of duty Warning Dismissal

Gross Insubordination or Final Written

Warning Dismissal
insolence.
Refusal to carry out lawful Final Written
Warning Dismissal
instruction.
Poor quality of work, or Final
Verbal Warning Written
failing to maintain Written Dismissal
and/or counseling Warning
company standards. Warning
Written
Final
Verbal Warning Warning
Poor Work Performance Written Dismissal
and/or counseling and/or
Warning
counseling

Sleeping on duty Dismissal

Having financial or other

interests in the business of
a supplier, competitor or
any interest in a business Dismissal
which might be construed
as a conflict or interest,
without written
 authorization from the
company.

Failing to comply with Final Written

Written Warning Warning Dismissal
company procedures.
Theft or fraud from or in
Offences relating to respect of the company, a
Company Property and fellow employee, patient, Dismissal
Assets
supplier or visitor.
Intentional or grossly
negligent damage to
company, visitors,
Dismissal
suppliers’, patients’ or
employee’s property or
loss of company property.
Poor maintenance or
neglect of equipment, Final Written
Dismissal
material, vehicles or any Warning
Company property.
Driving a company vehicle Dismissal
Without authority.
Reckless or negligent
driving on company Final Written
premises or use of Dismissal
Warning
company vehicle.
Removal of company
property without
authority from the Dismissal
company.
Being in possession of
company property without Dismissal
authorization.
Excessive personal use
Final Written
of company telephones, Written Warning Dismissal
Warning
e- mail or internet.
Using company property
for personal purposes Dismissal
without written authority.
Using company property
for the distribution or Final Written
Dismissal
accessing of offensive Warning
material or information.
 Accepting or giving or
taking steps to acquire or
give gifts or money from
or to a supplier, client,
employee or their agent Dismissal
which does or could give
the appearance of being
capable of influencing
actions.
Disclosing company
records or information of
a confidential nature Dismissal
without authorization.
Failing to report damage to
company property,
Final Written
employees’, patients’ or Written Warning Dismissal
Warning
visitors’ property
immediately.
Industrial espionage or
Dismissal
bribery.
Any dishonesty,
including conspiracy,
theft (or attempted theft),
fraud (or attempted
fraud), forgery or giving
Offences of dishonesty. false or misleading Dismissal
statements to the
company or to patients,
suppliers, employees or
persons having dealings
with the company.
Misappropriation of
Dismissal
company property.
Changing a medical
certificate or using a false Dismissal
one.

Offences to the person Abusive or insulting

or dignity of a fellow Final Written
language, signs or Dismissal
employee or Warning
behavior.
any other

Person the employee

comes into contact
with the course of
his/her
work.
 Serious disrespect,
impudence or insolence. Dismissal

Promoting or engaging in
racist incitement of being
racially abusive or
engaging in
discriminatory behavior Dismissal
based on sex, creed,
political beliefs, sexual
orientation or the like,
including jokes of this
nature
Harassment, including
sexual harassment,
unsolicited sexual
behavior, innuendo,
Dismissal
suggestion or gesture and
other inappropriate
behavior of a sexual or
discriminatory nature.
Threat to employees,
patients, suppliers or Dismissal
visitors.
Assaulting a person or
fighting with any person
or persons linked to the
Dismissal
company, whether on or
off company premises or
unruly behavior.
Intimidating or inciting
Offence of employees, including in
Dismissal
intimidation. respect of unlawful work
stoppages
Creating or causing or
allowing any condition
or situation at work that
Offences relating to could endanger the
Dismissal
Health & Safety general safety or health
of employees or other
persons or which caused
injury.
Failure to use protective Final
clothing and/or equipment Written Warning Written Dismissal
when required. Warning
Failure to carry out
company health and Final Written
Dismissal
safety policies and Warning
procedures.
 Smoking in a non-smoking Final Written
Dismissal
area. Warning
Failing to immediately
Final Written
report an accident or Dismissal
Warning
injury on duty.
Under the influence of
Alcohol or drug related alcohol or drugs on Final Written
Dismissal
offences company premises Warning
(unauthorized).
In possession of alcohol
or drugs not prescribed to Final Written
Dismissal
the possessor on Warning
company premises.
Unlawful distribution of
alcohol or drugs on Dismissal
Company premises
Being in possession of a
firearm or dangerous
Possession of weapon on company Final Written
Dismissal
dangerous weapons premises, unless Warning
authorized by the
company in writing.

Breach of company Failing to submit to a

Dismissal.
security measures. search.

Being present in an area in

Final
which the employee is not Dismissal
Written Warning
permitted.
Breach of confidentiality,
whether in respect of
General Offences information regarding or Dismissal
belonging to the company
or its patients.
Anti-competitive
behavior, engaging in
any form of anti- Dismissal
competitive behavior.
Distributing notices,
posters etc. which may be
contrary to the interests of
the company or
Final Written
distasteful, or removing Dismissal
Warning
or altering company
notices without the
company’s written
permission.
Abuse of company Final Written
Dismissal
privileges Warning
Unauthorized statements
or comments to the press Final Written
Dismissal
or third parties regarding Warning
the company.
If the employees are dismiss
found to be involved in
any sort of physical
relation within the
hospital premises.
If found guilty on basis of
moral turpitude (all dismiss
criminal offences)