Patient rights and grievance redressal

Part A — Your rights as a patient

1. The right to information

You are entitled to know what we think is wrong with you, in language you understand, in a language you speak. That includes the reason for every test we order, what the result means, what the treatment options are, what each one is likely to achieve, what it may cost, and what happens if you do nothing. If you did not follow an explanation, ask again. Asking twice is normal and it is not a nuisance.

2. The right to give — or refuse — informed consent

No test, procedure or treatment is carried out without your consent, except in an emergency where you cannot give it and delay would harm you. Consent means you were told the purpose, the risks, the alternatives and the likely outcome first. You may refuse any part of what is proposed, and you may change your mind after agreeing. Refusing does not mean we stop caring for you. For a child or a person unable to consent, consent is taken from the parent, guardian or person legally entitled to give it.

3. The right to a second opinion

You may seek another doctor’s view at any time, about anything, without asking our permission and without explaining yourself. If you tell us, we will help: we will give you your records, our findings and the reports, so the next doctor is not starting from nothing. Nobody here will take it personally.

4. The right to privacy and confidentiality

You are entitled to be examined in privacy, and to have a companion or chaperone present if you want one. What you tell a doctor here stays here. We do not discuss patients with relatives, employers or insurers without your permission, and we do not discuss them on social media or in messaging groups at all. The exceptions are narrow and legal — a notifiable disease, a court order, or a situation where someone is at serious risk of harm. How your data is handled is set out in the privacy policy.

5. The right to your own records

Your record is about you and you can have a copy of it. Ask at the clinic, or write to us. Documents are issued within 72 hours of the request, in keeping with the record-keeping duty that applies to registered medical practitioners in India. Records are kept for at least three years from the date treatment commenced, and usually longer where a condition is being followed over time.

If something in the record is factually wrong — a spelling, a date, a phone number, an allergy — tell us and we will correct it. An incorrect record is a safety problem, not a clerical one.

6. The right to transparent pricing

You are entitled to know what something costs before it is done, not after. Consultation and investigation charges are displayed at reception and given on request. You will receive an itemised receipt for every payment. Nothing chargeable is added without telling you first, and if a test turns out to be needed midway through a visit, we will say what it costs before we do it.

7. The right to be treated without discrimination

Care here does not depend on your religion, caste, language, region, gender, sexual orientation, disability, HIV status, age, marital status, occupation or ability to pay for the more expensive option. You are entitled to courtesy from every member of staff, to have your dignity respected during an examination, and to reasonable assistance if you have a disability or cannot easily read the forms.

Part B — What we ask of you

Not a rule book. Four things that make the care you get materially better:

• Tell us the truth about your symptoms, your medicines, your alcohol and tobacco use and any treatment you are taking elsewhere, including traditional or over-the-counter remedies.
• Bring your old records and reports, and the actual strips or boxes of your medicines.
• Tell us in advance if you cannot keep an appointment.
• Treat our staff as you would like to be treated. We will do the same, and we will not tolerate the reverse in either direction.

Part C — How to raise a grievance

Follow these steps in order. Most matters end at step one or two, and you are not required to exhaust our internal process before going outside it — but giving us the chance is usually the fastest route to a fix.

Step 1 — Say something at the time

Tell the doctor, nurse or receptionist concerned while you are still at the clinic. A misunderstanding about a bill, a wait, or something that was said is very often settled in two minutes, and the person involved would generally rather know.

Step 2 — Ask for the person in charge

If that does not resolve it, ask to speak to the clinic manager. You can do this on the same visit, or afterwards on +91 88614 99206. We will acknowledge a written complaint within three working days.

Step 3 — Write to the Grievance Officer

For anything unresolved, and for every complaint about how your personal data has been handled, write to the Grievance Officer.

Please include your name, a contact number, the date of the visit, who you saw if you remember, what happened, and what outcome you are looking for. You will be told what we found, what we are doing about it, and what we have changed so it does not happen to the next person.

Step 4 — Escalate a data complaint to the Data Protection Board

If your complaint is about personal data and our reply does not satisfy you, or we do not reply within the window above, you may complain to the Data Protection Board of India, which is the statutory body under the Digital Personal Data Protection Act, 2023 and accepts complaints digitally.

Step 5 — Escalate a clinical or professional conduct complaint

Complaints about the professional conduct of a registered medical practitioner go to the Karnataka Medical Council, with which every doctor practising in the state is registered, and from there to the Ethics and Medical Registration Board of the National Medical Commission. You may approach them directly; you do not need our permission or our agreement.

Step 6 — Complaints about the establishment itself

Matters concerning the registration, facilities or standards of the clinic as a clinical establishment go to the registering authority for private medical establishments in the Bengaluru district under the applicable Karnataka law.

Step 7 — Consumer redressal

Medical services provided for a fee fall within the Consumer Protection Act, 2019. If you believe there has been a deficiency in service, you may approach the District Consumer Disputes Redressal Commission having jurisdiction over Bengaluru. Our terms of use place disputes about this website before the courts at Bengaluru; that does not take away any consumer remedy available to you.

In an emergency