Privacy Policy, Terms & Conditions & Disclaimers

1. Privacy Policy

At Asha Hospital, your privacy is of utmost importance. We are committed to maintaining the confidentiality, integrity, and security of personal and health-related data. This policy outlines how we collect, use, store, share, and protect patient and visitor information in accordance with relevant data protection laws and healthcare regulations.

Data Collected: We collect data such as full name, contact details, age, gender, health history, consultation records, payment information, and any other relevant data required for patient care or administrative processing.
Purpose of Data Usage: Data is used to deliver medical services, facilitate communication, manage hospital operations, conduct quality audits, and comply with legal obligations.
Third-Party Sharing: Patient data is shared only with authorized third parties such as labs, referral doctors, or software providers involved in your care. Any data shared is strictly controlled and governed by confidentiality agreements.
Data Storage & Protection: Data is stored in secure, encrypted systems with multi-factor authentication. Access is granted only to trained and authorized hospital personnel.
Cookies and Tracking: Our website may use cookies and similar technologies to enhance your user experience. These track site performance, manage sessions, and remember preferences. Users may manage cookie preferences through their browser settings.
Patient Consent: it is implied that consent has been provided by the patient when the patient consults the doctor voluntarily. In situations where the patient is unable to give the consent, the consent will be provided/ obtained by the legally accepted relative/ nominated representative. Informed consent is obtained prior to data collection where required. Patients have the right to withdraw consent, except where data retention is mandated by law.
Data Access and Correction: Patients have the right to request a copy of their data or request corrections in case of inaccuracy. Requests must be made in writing along with valid identification.
Data Retention: We retain data only as long as necessary to fulfill the purposes outlined above, or as required by legal obligations.
Security Breaches: In the event of a data breach, we will notify affected individuals and relevant authorities promptly in accordance with applicable laws.

2. Terms & Conditions / User Agreement

By accessing or using the website of Asha Hospital, you agree to be legally bound by these terms and conditions. These terms govern your use of all information, content, and services provided on the site.

Usage Guidelines: This website is intended solely for informative, non-commercial, and lawful use. You may browse services, book appointments, access educational material, and contact us via available digital interfaces.
User Eligibility: Access to certain features may require registration. Only individuals aged 18 or above (or under legal guardianship) are eligible to create user accounts or use appointment booking services.
Account Security: You are responsible for maintaining the confidentiality of your login credentials and for all activities under your account. Notify us immediately if you suspect unauthorized access.
Prohibited Conduct:
- Submitting false or misleading information.
- Attempting to hack, damage, or interrupt website functionalityUploading viruses or malicious code.
- Violating any applicable law or third-party rights while using the website.
Disclaimers: The information provided on the website is for general awareness only and should not be considered medical advice. Always consult with a qualified medical professional for diagnosis and treatment.
Service Interruptions: We do not guarantee uninterrupted or error-free operation of the website and are not responsible for any delays, technical faults, or loss of data.
Intellectual Property Rights: All content including but not limited to hospital name, logo, visual design, images, documents, videos, and source code are the intellectual property of Asha Hospital and cannot be copied, reproduced, or distributed without written permission.
Third-Party Content and Links: Our website may include links to third-party sites. These links are provided for your convenience and do not signify endorsement. We are not responsible for the content, privacy practices, or availability of these third-party websites.
Limitation of Liability: Under no circumstances shall Asha Hospital be liable for any direct, indirect, incidental, or consequential loss or damage that results from the use of or inability to use this website or any linked content.
User-Generated Content: If you submit feedback, comments, or any other content, you grant Asha Hospital a non-exclusive, royalty-free right to use, display, and publish such content unless otherwise stated.
Modifications and Termination: We reserve the right to update, modify, or terminate these terms at any time. Continued use of the website implies your acceptance of any changes made.
Governing Law and Jurisdiction: These terms are governed by the laws of India. Any disputes arising shall be exclusively subject to the jurisdiction of competent courts in Hyderabad, Telangana.

3. Patient Rights & Responsibilities Policy

At Asha Hospital, we believe that high-quality healthcare begins with mutual respect, transparency, and collaboration. This policy outlines the rights that all patients are entitled to, as well as the responsibilities expected of them to ensure safe and effective care.

Patient Rights:

Right to Dignified, Respectful, and Non-Discriminatory Care: Care will be provided without regard to age, gender, religion, caste, language, or financial status.
Right to Information and Informed Consent: Patients have the right to receive complete information about their diagnosis, treatment options, and outcomes in a language they understand before consenting to procedures.
Right to Privacy and Confidentiality: Personal and medical information is kept confidential unless disclosure is authorized or mandated by law.
Right to Access Medical Records: Patients may request copies of their clinical records within the limits of applicable laws.
Right to Emergency Care: Access to timely emergency care without financial constraints or administrative delay.
Right to Second Opinion: Patients may seek another professional opinion before proceeding with major medical decisions.
Right to Choose or Change Healthcare Provider: Wherever practical, patients have the freedom to choose their doctor or change their assigned provider.
Right to Feedback and Grievance Redressal: Patients may provide feedback or file complaints without fear of reprisal, and receive a timely response.

Patient Responsibilities:

Providing Accurate Information: Patients must give complete and correct details about their medical history and personal information.
Following Treatment Plans: Patients are expected to follow prescribed medications and care instructions.
Cooperation with Healthcare Providers: Show respect to doctors, nurses, and administrative staff; cooperate during investigations and procedures.
Timely Payments: Ensure timely payment of all hospital dues, deposits, and bills.
Respect for Hospital Property and Others: Avoid damaging hospital property and be mindful of the needs of other patients.
Infection Control Compliance: Comply with hospital hygiene policies such as mask-wearing, handwashing, and isolation rules when applicable.
Providing Feedback: Share constructive feedback to help the hospital improve care quality.

4. Appointments or Consultation Booking & Cancellation Policy

To facilitate timely and efficient healthcare delivery, Asha Hospital has implemented a detailed and patient-friendly appointment policy that governs the booking process, cancellations, rescheduling, emergency consultations, and support services, while maintaining a commitment to accessibility, flexibility, and continuity of care.

Average duration of the consultation would be 15 minutes, however if patient needs more time, it will be provided on the discretion of the doctor and availability.

Modes of Booking: Patients can schedule appointments using a variety of convenient channels — including our official website, front desk registration, or dedicated call centre. Walk-in bookings are also permitted, though subject to availability of the preferred specialist or department. We encourage patients to use online platforms for quicker access and confirmation.
Types of Appointments: We offer multiple types of appointments tailored to patient needs. These include general and specialist outpatient consultations, therapeutic services (including psychotherapy, occupational therapy, neuromodulation therapies ), and remote telemedicine consultations conducted via secure video channels.
Patient Details Required: To successfully book an appointment, patients must submit their full name, date of birth, gender, contact information (email and mobile), preferred department or specialist, and reason for the visit if applicable. This data helps optimize appointment slot allocation and clinical preparedness.
Appointment Confirmation: Following booking, the system generates a confirmation message via SMS and/or email. This includes the appointment date, time, assigned clinician, and a unique booking reference number. Patients should retain this information for verification at the time of visit.
Late Arrivals: Patients arriving more than 15 minutes late may forfeit their original slot and must wait for the next available opening or reschedule based on the doctor’s availability.
Emergency Slot Allocation: Emergency patients are given priority in scheduling, subject to triage and clinical urgency assessment. Where feasible, walk-in or same-day consultations may be arranged for acute psychiatric concerns, medication emergencies, or high-risk follow-up cases.
Support and Assistance: For help with booking, changes, or clarifications, our patient support team is available. 24*7 Patients can reach us at +91 96666 55558 or by email at appointments@ashahospital.org. We strive to ensure that every patient receives respectful, timely, and coordinated appointment services.

5. Inpatient Admission & Discharge Policy

This policy ensures clear communication and transparency for patients undergoing admission and discharge at Asha Hospital. It outlines the admission criteria, documentation requirements, room allocations, and discharge procedures.

Admission Criteria: evaluation of the patient in the regular OPD of the Consultant Psychiatrist or in the Emergency Department Asha Hospital, should have been completed before advice for in patient stay at Asha Hospital. Emergency admissions are promptly assessed by our emergency team. Psychiatric admissions may require legal guardian/ Nominated Representative involvement and consent based upon MHCA 2017.
- (No patient (even if seen by the consultant of Asha outside in other clinic or any other consultant utilising the inpatient facilities of Asha Hospital) will be taken into the ward directly. The patient has to be assessed in emergency department.)
- While admitting children and adolescents (minors) the relevant request form (as per MHCA 2017) should be filed and signed by both the parents.
Pre-admission Procedures: Before admission, patients must present valid identity proof such as Aadhaar card, passport, or equivalent documents. Previous medical records, referral slips (if any),.The patient and/or Legally accepted relative should complete all the necessary formalities for admission viz consent forms for admission, treatment, acceptance to pay the hospital deposit and charges before the patient is taken into the in patient unit.
Room Allocation: Patients may choose from various room types such as General Ward, Semi-private, Private, and Deluxe Rooms. Room availability is subject to real-time capacity. Room upgrades or changes during the hospital stay must be approved by both the treating doctor and administration.
Patient Orientation: Upon admission, patients and caregivers are briefed on hospital rules, safety protocols, visitation hours, nurse call instructions. Information on patient grieviences and support services is also shared.
During Hospital Stay: Daily clinical progress is documented by the treating doctor. Multidisciplinary services , cross referrals; neuromodulative therapies and psychiatric counselling and diagnostics are coordinated as required. Patients are advised to manage personal belongings responsibly Patient’s LAR should be available for discussing the treatment aspects and consenting process during the hospital stay.
Discharge Process: Discharge is initiated when the treating consultant deems the patient fit. A comprehensive discharge summary is prepared, which includes the diagnosis, treatment received, medication plan, lifestyle instructions, and next review date. All relevant documents, reports, and referral notes are provided to the patient or caregiver.
Billing and Clearance: The hospital billing section will generate a final statement covering all services availed — including room rent, investigations, consultant charges, procedures, and consumables. The final bill should be cleared prior to discharge of the patient.
Post-Discharge Support: Follow-up consultations can be scheduled before discharge. Patients will receive emergency contact numbers, mental health support options, and details for continuity of care. Instructions for medication adherence, diet, and potential side effects will be clearly explained by the clinical team.

This policy outlines the principles and procedures related to obtaining, managing, and revoking patient consent at Asha Hospital, ensuring that all patients understand and agree to medical services being rendered.

Types of Consent: General consent is obtained at the time of admission and covers routine medical evaluation, diagnostic testing, and non-invasive procedures. Informed consent is required prior to any other psychiatric intervention or restraint as a part of treatment process, with full disclosure of risks, benefits, and alternatives. Teleconsultation consent is specifically obtained before any remote video consultation, ensuring patients are aware of digital limitations.
Process of Obtaining Consent: Consent is obtained through a written, verbal, or digital format depending on the nature of the procedure and the urgency involved. The treating physician or authorized healthcare professional must explain the purpose, risks, alternatives, and expected outcomes in a language the patient understands. For minors or legally incapacitated individuals, consent is obtained from a parent or legally authorized representative.
Documentation: All consent forms are duly signed, dated, and stored securely in the patient’s medical file. Digital consents are recorded through hospital-approved systems with timestamped logs.
Emergency Consent: In life-threatening situations where obtaining prior consent is not feasible, implied consent is assumed under medical ethics and legal provisions to proceed with life-saving measures.
Withdrawal of Consent: Patients have the right to withdraw previously given consent at any time before a procedure is initiated. The consequences of withdrawal must be explained, and the withdrawal must be documented in the medical record.
Refusal of Consent: Patients can refuse specific treatments or interventions, provided they are informed of the potential outcomes. Such refusal must be documented, and the patient may be required to sign a refusal of treatment form.

This policy safeguards the rights of patients to make informed decisions about their care and ensures medical practices remain ethical, transparent, and legally compliant.

7. Telemedicine Policy

This policy outlines the standards and procedures for delivering healthcare services through telemedicine at Asha Hospital. It aims to ensure patient safety, confidentiality, and the continuity of care during virtual consultations.

Eligibility: Telemedicine services are available to both new and existing patients. Eligibility is determined by the consulting doctor based on clinical appropriateness, patient location, access to technology, and urgency of care. Some psychiatric emergencies or conditions requiring physical assessment may not qualify for teleconsultation.
Consultation Platforms: Consultations are conducted via secure and HIPAA-compliant platforms such as Google Meet or hospital-approved video conferencing tools. These platforms support encrypted communication to protect patient data.
Patient Onboarding: Patients must verify their identity with valid ID and provide contact details and consent prior to the session. First-time users receive a telemedicine guidance sheet to help prepare for the consultation.
Data Privacy and Security: All sessions are confidential and comply with data protection laws. No personal health information is stored on the consultation platform. All medical records generated from the session are stored securely in the hospital’s EMR (Electronic Medical Record) system.
Prohibited Practices: Recording, photographing, or live-streaming the session is strictly prohibited unless mutual written consent is provided by both the patient and the clinician. Unauthorized recordings may lead to discontinuation of services.
Patient Etiquette and Responsibilities: Patients are expected to be punctual, dressed appropriately, and located in a quiet, well-lit, and private environment. They should ensure stable internet connectivity and refrain from multitasking during the session. Disruptive or inappropriate behavior may lead to termination of the consultation.
Prescriptions and Follow-Up: Doctors may issue electronic prescriptions after the consultation, subject to legal guidelines. If the consultation is inadequate to provide a diagnosis or treatment, the patient may be referred for an in-person visit.
Limitations and Liability: While telemedicine enables remote access to care, it has limitations including inability to perform physical exams. Asha Hospital shall not be held liable for outcomes due to incomplete disclosures, technical disruptions, or patient non-compliance during or after virtual consultations.

This policy ensures that patients receive high-quality mental health care remotely while upholding ethical standards, clinical appropriateness, and data privacy.

8. Clinical Governance and Quality Policy

This policy ensures that Asha Hospital maintains the highest standards of clinical care, safety, and continuous improvement through structured governance systems. It encompasses medical protocols, performance monitoring, patient outcomes, and professional accountability.

Medical Protocols: All clinical practices are based on current, evidence-based guidelines which are periodically reviewed and updated. Multidisciplinary committees evaluate protocols to ensure best practices are followed across departments. Deviations from standard care are documented and analyzed for quality assurance.
Quality Improvement: A continuous quality improvement (CQI) framework is implemented across the hospital. Regular internal audits, case reviews, patient satisfaction surveys, and peer reviews help identify gaps and implement targeted interventions.
Clinical Risk Management: Incidents, near misses, and adverse events are recorded in a structured reporting system. Risk assessments are conducted, and corrective actions are implemented with root cause analysis to prevent recurrence.
Compliance and Regulatory Adherence: Asha Hospital adheres to clinical governance requirements set by the National Medical Commission (NMC), NABH standards, and other applicable laws. Medical records, consent forms, and clinical documentation are audited for completeness and accuracy.
Patient Safety Protocols: Standard operating procedures (SOPs) are in place for infection control, medication safety, falls prevention, and handling vulnerable patients. Safety drills are conducted periodically.
Training and Capacity Building: Continuous medical education (CME), simulation-based training, certifications, and skills enhancement workshops are conducted to ensure that clinical and non-clinical staff remain updated with current knowledge and technologies.
Clinical Governance Committee: A multidisciplinary committee meets regularly to evaluate performance metrics, clinical indicators, and patient feedback. It drives policy development, ethical compliance, and strategic improvements.

This policy reinforces our commitment to delivering patient-centric, safe, and effective care while maintaining professional excellence and clinical integrity.

9. Payment, Refund, and Billing Policy

This policy defines the procedures related to payment collection, refund eligibility, billing transparency, and the resolution of billing-related grievances to ensure financial clarity for all patients.

Accepted Payment Methods: Payments at Asha Hospital can be made via multiple secure channels including UPI, Net Banking, credit/debit cards, and cash. Receipts are issued for all transactions, and payment gateways used on our website are encrypted for data protection.
Advance Deposits: For planned admissions, or packages, advance deposits may be required. The deposit amount will depend on the treatment type, room category, and expected length of stay. Patients will be informed of the advance estimate before admission.
Estimate and Final Billing: A detailed cost estimate is provided during admission. However, the final bill may vary depending on actual procedures, diagnostics, consumables, and length of stay. The final consolidated bill will be made available prior to discharge.
Refund Process: Refunds are applicable in scenarios such as appointment cancellations, overpayment, or unutilized services. Refunds must be formally requested and are processed within 7–10 business days via the original mode of payment. Refund eligibility is subject to policy timelines and approval from the billing department.
Package Inclusions/Exclusions: Patients opting for treatment packages are informed of the inclusions and exclusions in writing. Any services or investigations outside the package scope will be charged separately.
Dispute Redressal: Patients can raise billing-related queries by submitting a written complaint within 7 days of receiving the final invoice. Disputes will be investigated by the billing supervisor and escalated to the finance manager if unresolved. Patients will receive a written clarification or resolution within 5 working days.

This policy aims to maintain financial transparency and ensure timely and fair resolution of payment and billing concerns.

10. Medical Records and Access Policy

This policy ensures that patients of Asha Hospital have the right to access, review, and request corrections to their medical records in accordance with ethical practices and legal standards.

Access to Medical Records: Patients may request copies of their medical records by submitting a written application along with a valid government-issued ID. In some cases, a medical power of attorney may be required.
Delivery Timeline: Medical records are typically processed and made available within 5 working days- from the date of the request. If additional verification or document retrieval is needed, this timeline may be extended with prior notification to the patient.
Scope of Records Provided: Patients may access consultation notes, discharge summaries, diagnostic reports, imaging, prescriptions, and billing summaries. Sensitive clinical content (e.g., psychiatric assessments) may be provided at the discretion of the treating physician with appropriate counseling.
Retention Period: Medical records are retained in compliance with guidelines issued by the National Medical Commission (NMC), Indian Council of Medical Research (ICMR), and local regulatory authorities. Typically, records are preserved for a minimum of 3 -7 years depending on the type of document and treatment category.
Correction and Amendment Requests: If a patient identifies an inaccuracy in their medical records, they may submit a correction request with supporting documents. Such requests are reviewed by the medical records department in consultation with the treating doctor. Approved corrections are appended to the original records with timestamped entries.
Confidentiality and Security: All patient records are treated as confidential and stored in secure digital or physical formats. Access is restricted to authorized personnel only. Digital records are protected using encryption and role-based access controls.
Third-Party Access: Medical records may be released to third parties (such as insurance companies or referring physicians) only with the patient’s written consent or as required by law.
Charges and Format: Nominal fees may apply for printing or digital transfer of records. Records can be delivered as hard copies, emailed encrypted PDFs, or made accessible through the hospital’s secure patient portal.

This policy affirms the hospital’s commitment to transparency, accountability, and patient empowerment in all aspects of medical documentation.

11. Grievance Redressal Policy

This policy provides a structured process for patients, caregivers, and stakeholders to express concerns, complaints, or suggestions regarding services received at Asha Hospital. It ensures fair resolution, service accountability, and continual quality improvement.

Reporting a Grievance: Grievances may be reported through multiple channels: by submitting a form via the hospital’s website, using the physical suggestion box located at the front desk, emailing the hospital administration, or contacting the patient relations officer. Anonymous complaints are accepted but may limit the hospital’s ability to respond.
Grievance Categories: Grievances may relate to clinical care, staff behavior, billing discrepancies, delays, safety issues, service denial, or environmental hygiene. Urgent or sensitive matters such as discrimination or patient rights violations are treated with high priority.
Acknowledgment and Response Timeline: All grievances are acknowledged within 48 working hours of receipt. An internal investigation begins immediately, and a resolution is generally provided within 7 working days. Complex cases may take longer, but the complainant will be informed of progress.
Escalation Protocol: If the complainant is dissatisfied with the initial response, the grievance may be escalated in the following order:
- Department Head
- Medical Superintendent
- Hospital Director Further escalation, if unresolved, may be directed to external health ombudsman or regulatory authority.
Confidentiality and Non-Retaliation: All grievances are handled confidentially. Complainants are protected from retaliation or bias regardless of the outcome. Staff are trained to manage grievances empathetically and constructively.
Documentation and Monitoring: All grievances, actions taken, and resolutions are documented and reviewed periodically by the hospital’s quality and ethics committee. Trends are analyzed for systemic improvements.

12. Infection Control and Patient Safety Policy

This policy defines the framework for maintaining a safe and hygienic environment for patients, staff, and visitors at Asha Hospital. It is designed to prevent healthcare-associated infections (HAIs), minimize risk, and ensure readiness for emergencies.

Sanitation Measures: All clinical and non-clinical areas are cleaned and disinfected at regular intervals using hospital-grade disinfectants. High-touch surfaces such as doorknobs, beds, and switches are sanitized multiple times a day. Isolation areas have separate sanitation protocols to prevent cross-contamination.
Use of Protective Equipment: Personal Protective Equipment (PPE) including gloves, masks, gowns, and face shields are mandatory for staff based on their risk exposure. PPE usage is governed by infection control protocols and monitored by department heads.
Hand Hygiene and Respiratory Etiquette: Hand hygiene stations with alcohol-based hand rubs are placed throughout the facility. Staff and visitors are trained in proper handwashing techniques and respiratory hygiene, including mask usage and cough etiquette.
Infection Surveillance and Monitoring: The Infection Control Committee conducts continuous surveillance to track hospital-acquired infections. Data is analyzed monthly to detect patterns, identify risks, and implement corrective measures. Surveillance includes surgical site infections, catheter-associated infections, and antibiotic resistance trends.
Visitor Screening and Control: Visiting hours and the number of visitors are restricted in sensitive areas such as ICUs. All visitors are required to follow hygiene and masking protocols.
Waste Management: Biomedical waste is segregated at the source and disposed of in accordance with government regulations. The hospital follows the STATE Pollution Control Board (SPCB) guidelines for biomedical and hazardous waste management.
Emergency Preparedness: Emergency response drills such as fire safety simulations, mock evacuation exercises, and medical emergency drills are conducted regularly. Each unit maintains a checklist for emergency readiness, including first-aid kits and oxygen access.

This policy explains how Asha Hospital uses cookies and related technologies on its website to enhance user experience, improve performance, and support analytics and personalization.

What Are Cookies: Cookies are small text files that websites store on your device (computer, smartphone, or tablet) when you visit. These files collect information about your visit, preferences, and browser settings to help improve website functionality and personalization.
Types of Cookies Used
- Essential Cookies: Necessary for the core functionality of the website, such as page navigation, appointment booking, and secure login access.
- Performance Cookies: Used to collect anonymized data on how visitors use our website, including page visits, time spent on pages, and error reports. This helps us improve the site’s performance and usability.
- Functional Cookies: Allow the website to remember user preferences, such as language settings or recently viewed pages, to enhance user experience.
- Targeting/Advertising Cookies: May be used by third-party services to deliver relevant advertisements and track the effectiveness of marketing campaigns.
- Cookie Duration: Some cookies are session-based (deleted after you close your browser), while others are persistent (stored for a predefined period unless manually deleted).
User Consent and Control Options: On your first visit, you may be asked to consent to cookie usage. You can modify or withdraw your consent at any time through your browser settings. Most browsers allow users to disable cookies or receive alerts before a cookie is stored.
Third-Party Cookies: Our website may include cookies from third-party analytics providers (such as Google Analytics) or embedded service providers. These providers operate under their own privacy and cookie policies, which users are encouraged to review.
Disabling Cookies: While disabling certain cookies may limit some functionalities of the website (e.g., appointment scheduling), users retain full control over their cookie settings and can update preferences anytime.

For questions, policy requests, or to exercise your rights, please contact:

📞 +91 96666 55558
🌐 www.ashahospital.org

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