The people at the registration counter, drug dispensing unit, pathological lab and other investigation centres should be given orientation and training to be civil, courteous, considerate to everyone seeking care, particularly the elderly; No mentally ill person or their caregivers should be subjected to any abuse or offensive treatment or treatment that borders on cruelty or torture, instead they should be treated with utmost civility, courtesy and consideration. Institute of Mental Health (IMH), Hyderabad (19th and 20th July, 2010) IMH authorities had displayed three boards at the entrance of the OPD. Of these a big board in English was about Citizen’s Charter, the hospital timings and services provided; second board consisting of eleven instructions in Telugu was meant for the patients relatives on the care, concern and attention towards a mentally ill person; and the third one related to the provisions of the Mental Health Act, 1987 along with admission and discharge procedures. The casualty and emergency services and ambulance facilities were available round the clock in IMH Hyderabad. There was no congestion or overcrowding in the OPD as it had a commodious waiting hall with a seating capacity of 150 patients/family members at a time. IMH followed a best practice of deputing a hospital employee to issue serial numbers to patients/family members at the pre-registration desk to facilitate them to get themselves registered in an orderly manner. The registration counter was manned by four staff nurses. They entered the relevant information manually in the absence of a data entry operator near the registration counter to feed the data relating to personal history, family history, case history and demographic profile of the patient into the computer. At the time of registration the entire relevant information was simultaneously entered in the main registration record, patient’s case sheet, patient’s medicine book and index card. The registration room was, however, very small and there was just one queue of patients irrespective of their age, sex and state of health. On the basis of the furnished information, the case history file of each patient was prepared and the same went into a folder containing about 400 files. These folders were kept in a rack. There were five racks in the registration room and each rack had about 20 folders. The relevant files were retrieved in a few minutes and sent to the MO to facilitate screening of patients. The MOs had been attending the patients with kindness, compassion and consideration. On an average they spent 15 to 20 minutes on each patients (time spent was more on new patients and less on old patients). PG students were also playing a key role in screening, diagnosis and treatment of patients. The medicines in the Out Patient pharmacy were kept in open and unlabelled racks. The Pharmacist assisted by four nursing students was dispensing the prescribed medicines within a minute or two to the patients/their relatives. IMH followed a best practice of deputing a staff nurse at the pharmacy counter to 36 National Human Rights Commission