Clients Guide

  • Where is the nearest hotel?
    Tourist Tous Hotel
    Address: next to Razavi Hospital, after Gha’em Bridge, Azadi Highway, Mashhad
    More Information 

  • How to connect to wireless Internet?
    You can purchase the Internet account from the cashier sitting on phase I next to Tejarat bank.
    1. To connect to wireless network of the hospital, first turn on your device’s wireless, then select Connect, while your device is connecting to the network, please wait patiently.
    2. Open the browser after the connection
    3. Type the given password and log in in the proper field.
    4. Having entered information and pressed “OK” button, you can access to the Internet.

    Note: Access to the Internet is possible in lobby and all three floors’ halls (Phase I), and also on all floors and wards of phase II.
  • Patient’s Rights
    Principle 1: Receiving good health care is among the patient’s right.
    Providing health care services should be as follows:
    § In accordance with human dignity and with respect for the values and cultural and religious beliefs
    § Based on honesty, fairness, courtesy and kindness
    § Without any discrimination, including ethnic, cultural, religious, and gender as well as any discrimination based on the type of the disease
    § Based on the latest knowledge
    § Based on the superiority of patient interests
    § Based on distribution of health resources with respect to patient safety, fairness and patients' treatment preferences
    § Based on coordination of health care components including prevention, diagnosis, treatment and rehabilitation
    § Based on offering all the basic and required facilities and without suffering any pain and imposing unnecessary limitations
    § Based on special attention to the rights of vulnerable groups such as children, pregnant women, the elderly, mentally ill people, prisoners, physically and mentally disabled people and children having no parents
    § As fast as possible and with respect to patient time
    § Based on considering variables such as language, age and gender of service recipients.
    § Performed immediately and with no delay in emergency condition, without respect to the cost of it. In non-emergency (elective) cases, services should be offered based on the defined rules.
    § In emergency cases, if the proper services are not possible, patient should be transferred to an equipped section after receiving necessary services.
    § In the condition that the patient death is imminent, the services should be provided with respect to keeping patient’s convenience and calmness. By alleviating patient’s pain we mean giving attention to psychological, social, spiritual and emotional needs of the patient and his family. It is the right of the patient to be with the person he wants at the last moment of his life.

    Principle 2: Patient should be provided with adequate and proper information.
    The content of the information should include:
    · Patient rights legislation at the time of admission
    · Terms and predictable costs such as medical and non-medical services and conditions of insurance and the introduction of support systems at the time of admission
    · Name, position and professional rank of medical staff responsible for providing care including physicians, nurses and their professional relationship with each other
    · Diagnostic and therapeutic methods and strengths and weaknesses points of each method and its possible complications, diagnosis, prognosis and complications and also all the effective information in patient's decision-making process
    · How to access to the attending physician and the main members of the medical group during treatment
    · All the research-based measures
    · Providing essential training to continue treatment

    The way information is provided should be as follows:
    · Information should be provided to the patient timely and it should be in accordance with patient's condition, including anxiety and pain and his personal characteristics such as language, education, and perception ability, except for the following situations:
    · Delay in treatment may result in harm to the patient due to receiving the mentioned information (In this case, giving necessary information to the patients should be after performing required measures and at the right time.
    · Patient avoids receiving information which in this case, patient’s demand should be respected unless the patient and others be at risk.
    · Patient can have access to all the information recorded in his clinical records, have a copy of it and ask for the correction of the existing errors.
    · All information patients can access their clinical records and the image it receives a request to correct errors contained therein.

    Principle 3: The patient should be allowed to choose and freely make decision about receiving health care services.
    Scope of choosing and decision making are as follows:
    · Choosing the attending physician and health care services provider in a regularity framework
    · Choosing another doctor as a medical consultant
    · Participation or non-participation in any research and being sure that his decision will have no effect on the continuity of receiving health care services.
    · Accepting or rejecting the proposed treatment after having informed of the possible problems of accepting or rejecting it except in case of suicide or in the cases that rejecting the treatment put another person in danger.
    · When patient is qualified for making decision, he should give comments about his future treatment measure so that they can be used as a guide for medical measures at the time the patient is not in a good condition for making decision. All the measures will be performed according to legal regulations considered by health care services providers.
    Terms of choosing and decision making are as follows:
    · The patient should be allowed to choose and make decision freely and consciously and also based on adequate information
    · Having provided with necessary information, patient should have sufficient time to make decision and choose how to receive his health care services.
    Principle 4: Providing health care services must be based on respect to patient privacy (right to privacy) and the principle of confidentiality.
    · Observing the principle of confidentiality about all patient-related information is required except in cases where the law has exceptions.
    · In all steps of patient care including diagnosis and treatment, patient’s privacy must be respected. It is essential that all the necessary measures be performed to ensure the privacy of the patient.
    · Only the patient, medical team and those authorized by the patient as well as those allowed by law can have access to the patient’s information.
    · The patient has the right to have a trusted companion with himself during diagnostic procedures such as examinations. It is the right of a child to be with one of his parents during treatment procedures, unless it is against medical necessities.
    Principle 5: It is the right of the patient to have access to complaints system.
    · Every patient has the right to claim for violation of their rights under this charter and complain to competent authorities without being worried about any impairment of the quality of health care services. 
    · Patients have the right to be informed of how their complaints are handled.
    · Damage caused by the errors of health care services providers should be compensated according to the provisions of law in the shortest possible time.
  • Rules of Clinics Online Turn Rating
    It is obvious that turn rating is done only with patient’s personal information (no change and refund). Currently, it is not possible to take a turn for foreigners and neonates who do not have ID card. %25 of the total cost should be paid at the time of online turn rating, and the rest is paid when you show up to visit doctor.
    Being covered by insurance, you should submit your insurance notebook, and if not covered, submitting your ID card is necessary. 
    Please re-check your turn 24 hours before showing up to visit the doctor.
    You will be informed through an SMS in case doctor cannot turn up on time, and you can refer to the hospital cashier and ask for refund.
    If you do not appear at the appointed time, your turn is canceled and no refund is given.
    You have only a 5 day span to show your lab and imaging result, and para-clinical procedures to your doctor; otherwise, you have to take a turn again.
    It is noteworthy to mention that turn rating is not possible from 11:15 pm to 12:15 am.
    You are suggested to use Chrome or Firefox browsers for taking turn.
    If you cancel your turn, the sum of %25 of the total costs is not refunded.
  • Gynecology
    Submitting parents’ ID cards to delivery block is necessary for taking childbirth card.
    If you have any question regarding breast feeding, you can refer to infant clinic on the 1st floor daily at 15-17.
    To vaccinate infants, you can refer to vaccination room of the clinic on Saturday and Tuesday mornings.
    Expecting mothers are trained for free in the hospital. Each course takes 2 months and is held once a week.
  • Rules and Facilities of Patient Room
    Special rules of each ward are available and you have the access to them in the ward.
    Console above patient’s bed has equipped with study lamp, TV remote control, nursing call system and the required instructions are stuck on the console. Do not touch the oxygen and suction entry installed on the console.
    In case of facing any serious problem, inform ward personnel via nursing call system. The system is in the form of a rope next to patient’s place in the bathroom. Pulling the rope, you can inform ward personnel.
    Dining table can be transformed to a desk. Release the lever, push down the table and then adjust the surface to a position you can use it for studying and saying your prayer.
    A refrigerator, tissue, sandals, soap, shampoo, Quran, prayer rug, Mafatih, Tayammum stone and water pitcher are available in each room. If any of the mentioned items is not available in the room, inform the ward staff.
    In case of any questions regarding religious rules, you can call 36839427 from 7 am to 8 pm.
    There is an independent heating and cooling system in your room whose thermostat (temperature control switch) is installed on the wall.
    To improve hospital and room air conditioners and avoid insects, windows have been fixed.
    If you want to have a direct contact with the patient room from outside the hospital, add 6004 before the room number and then dial it.
    Using Razavi Hospital IPTV system is possible through the TV in the room and you will have a selection of 50 channels and the existing music and films in the system.
    Through television can to view live TV channel 50 and also select any video and hear the music of their choice doses video gallery and other benefit options.
    Pressing the zero button, local contact is possible.
    Contact with different sections of the hospital is possible through dialing 3600 and the extension numbers of that section.
    If you want to have a direct contact with the patient room from outside the hospital, add 6004 before the room number (in phase I) and add 6002 before the room number (in phase II) and then dial it.
  • Rules and Documents Relating to Patient Admission
    Documents needed for hospitalization
    1. The attending physician order
    2. Health insurance card
    At the time of a visit to the hospital, make sure your insurance card is with you. The admission unit keeps it till the insurance agent comes to confirm your hospitalization. Therefore, stay in your room the day after you are hospitalized.
    3. In the case you have supplemental insurance, get a letter of introduction from the related insurance company to submit to the hospital.
    4. Melli/ ID card
    At the time of a visit to the hospital, make sure all the already prepared medical documents of the patient are with you. 

    Rules Related to Patient Admission
    1. The patients who have not reached the legal age yet (less than 18 years old), consent of hospitalization and surgical procedures is obtained from the father, so he should be present with his ID card at the time of admission. In case the father has passed away, paternal grandfather or the legal guardian should be present at the time of admission, having their ID card with themselves.
    2. For women’s surgery, the presence of her husband and ID card of both couples are necessary.
    3. At the time of delivery, the presence of the husband and Melli and ID card of both couples are required.

    Other cases:
    At the time of admission, a card is issued for the companion of the patient to be able to stay in the room. It is required to have the card with him/ her for coming and going to the hospital.
    A bag containing the things needed for the patient including clothes, sandals, towel, etc. is given to the patient.
    The specific rules of the ward are available in the ward and are given to you separately.

    The insurance companies the hospital has signed a contract with are as follows:
    Salamat, Tamin Ejtemaei, Armed Forces Insurance, Iran, Sobhan Clinic, Sina, Dana, Asia, Seda Va Sima, Shahid Shoorideh Clinic, Mihan, Mo’allem, Alborz, Atiyeh Sazan, Hafez, Razi, Homa Air line, Aseman Airline, Arman, Kowsar, Komak Resan-e- Iran, Darul Shifa Imam, Sepah Bank, Saderat Bank, Melli Bank, Mellat Bank, Tejarat Bank, Maskan Bank, Agricultural Bank, Parsian Bank, Refah Bank, Sanat Va Madan Bank, and Tose-e Saderat Bank
  • Hospital facilities
    Parking: There is a parking space next to the super market for the clients.
    Prayer room: It is located in the yard, across from the lobby entrance. Prayer rug and Tayammum stone are also available in each room and Qibla direction is shown on the ceiling.
    Super market: It is located behind the personnel’s parking spaces. It is open every day except holidays from 7:30 am to 7:30 pm.
    Bakery: Enjoying modern baking machines, it is capable of baking different types of bread.
    Taxi service: Razavi Hospital taxi service is ready to give services round the clock and its extension number is 4575.
    Free transportation: Transportation from the entrance of the hospital to the building and vice versa is for free.
    Bank: For the convenience of the clients, a branch of Tejarat Bank is located on the ground floor of phase I, next to clinics admission. It is ready to give services from 7:30 am to 1:30 pm and also from 3:30 pm to 5:00 pm.
    ATM machine: Tejarat ATMs are located in clinic hall, lobby and basement of phase I as well as the ground floor of phase II. Sepah ATM is located in clinic hall of phase I, Melli ATM in clinic hall of phase I, Agricultural Bank ATM in emergency entrance in phase I.
    Public telephone: For the convenience of the clients, some pay phones and free public phones are located in the entrance of the hospital, emergency entrance, next to nursery and admission hall of phase I.
    Copy and printing centerNext to central admission section
  • Rules Related to Patient’s Companion
    If you need to have a companion with you, please ask for companion’s card at the time of admission.
    Not more than one companion is allowed to enter the ward.
    It is permitted that the companion be changed before 11:30 pm; otherwise, no change is possible.
    Lunch and dinner will be provided only for one companion. If more food is needed, you can refer to the restaurant located in the basement of phase I.
    For the convenience of the companion, there is a sofa in each room which can be transformed to a sofa bed by releasing the lever.
  • Rules Related to Visit the Patient
    Hospital visiting hour is every day from 2:30 to 4:00 pm.
    Visiting hour in intensive care units (CCU - POST PCI) is every day from 3:00 to 4:00 pm.
    Visiting hour in POST ICU is from 3:00 to 3:30 pm.
    The number of visitors allowed to enter ICUs is limited. Any visiting is only possible through informing security guards.
    Children under 12 years old are not permitted to enter the hospital.
    Bringing natural flowers and plants to the hospital is prohibited.
    Entrance to the hospital from 7:30 pm to 6:00 am is only possible through emergency and nuclear medicine entrance.
  • Access Routes to Razavi Hospital
    Address: Razavi Sub-specialty Hospital, after Qaem Bridge, Azadi Highway, Mashhad, Khorasan Razavi Province
    How to get to the hospital by public transportation?
    Getting to the hospital is possible by taxi and bus.
    Bus lines:
    Line 1: Get on the bus No. 203 in Azadi Terminal, after 6 stops get off the bus at Imam Hadi stop. Then walk for 400 meters towards the hospital.

    Taxi and personal vehicle route:
    Route 1: Drive towards North from Azadi Square. Having crossed Isteqlal Bridge, drive along Gha’em Bridge. After that drive for more 400 
    meters and take the first exit on the right.


    How to get to the hospital from the air port?
    Route 1: You can take the air port taxis and get to the hospital.
    Route 2: You can take the bus.


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