Overview
At Sahaj Hospitals, we are committed to providing compassionate, high-quality care while respecting the dignity and rights of every patient. Understanding your rights and responsibilities helps create a partnership that leads to better health outcomes.Patient Rights
Every patient at Sahaj Hospitals has the following rights:Right to Quality Care
Respectful and Compassionate Care- Receive considerate, respectful, and compassionate care regardless of age, gender, race, religion, disability, sexual orientation, or ability to pay
- Be treated with dignity and have your cultural, psychosocial, spiritual, and personal values respected
- Have family members and support persons of your choice involved in your care (unless medically contraindicated)
- Receive care from qualified healthcare professionals
- Have access to emergency care when needed
- Receive adequate pain management and symptom control
- Have your care needs properly assessed and reassessed
Quality care is not just about medical treatment - it encompasses respect, communication, comfort, and attention to your individual needs and preferences.
Right to Information
About Your Health Condition- Know the name and role of healthcare providers caring for you
- Receive complete, current information about your diagnosis, treatment, and prognosis in terms you can understand
- Be informed of the risks, benefits, and alternatives of proposed treatments or procedures
- Access your medical records within 48 hours of request
- Receive information about hospital rules, policies, and services
- Be informed of costs and charges for services before they are provided
- Understand your insurance coverage and financial responsibilities
- Know about available support services (social work, chaplaincy, interpreter services)
Right to Informed Consent
You have the right to:Receive Adequate Information
Be fully informed about any proposed treatment, procedure, or surgery including its purpose, risks, benefits, and alternatives.
Ask Questions
Ask questions and receive answers about anything you don’t understand before agreeing to treatment.
Voluntary Agreement
Give or withhold consent voluntarily without coercion. Your consent must be freely given.
- Written informed consent required for surgeries, anesthesia, invasive procedures
- Verbal consent acceptable for routine care, medications, basic examinations
- For minors or incapacitated patients, legally authorized representatives provide consent
- Emergency life-saving treatment may proceed without consent when delay would cause harm
Right to Refuse Treatment
You have the right to:- Refuse any treatment, medication, or procedure
- Receive information about the medical consequences of refusal
- Receive continued care despite refusal (we won’t abandon you)
- Seek a second opinion before making decisions
Refusing treatment is your legal right, but please discuss your concerns with your care team. Often, there are alternative approaches that might address your concerns while still providing necessary care.
Right to Privacy and Confidentiality
Medical Privacy- Have your medical information kept confidential
- Know who has access to your medical records
- Expect private discussions about your care
- Reasonable privacy during examinations, treatments, and personal care
- Have visitors only when you wish (you can refuse visitors)
- To healthcare providers directly involved in your care
- As required by law (court orders, communicable disease reporting, abuse reporting)
- With your written authorization
- To insurance companies for payment purposes (with your consent)
- In de-identified form for quality improvement or research
Right to Access Medical Records
You have the right to:- Review your medical records
- Obtain copies of your records (processing fee may apply)
- Request corrections to inaccurate information
- Receive records within 48 hours of written request
- Have records transferred to other providers with your authorization
- Complete a Medical Records Release Form (available at Medical Records Department or website)
- Provide photo ID for verification
- Specify what records you need (dates, specific reports, complete chart)
- Pay applicable copying fees (₹5 per page, ₹100 for electronic records on CD)
- Records ready within 48 hours for pickup or mail
Right to Make Decisions About End-of-Life Care
Advance Directives- Create advance directives (living will, healthcare power of attorney)
- Have advance directives honored by the hospital
- Designate someone to make healthcare decisions if you become unable
- Change or revoke advance directives at any time
- Choose Do Not Resuscitate (DNR) status if you wish
- Have DNR orders clearly documented and communicated to care team
- Receive full comfort care and symptom management regardless of DNR status
Advance care planning ensures your wishes are known and respected. We encourage all adults to complete advance directives. Forms and assistance are available through Patient Services.
Right to Safety
You have the right to:- Receive care in a safe environment
- Be free from abuse, neglect, harassment, or exploitation
- Report safety concerns without fear of retaliation
- Receive care that follows evidence-based safety protocols
- Know about unexpected outcomes or errors that affect your care
- Patient identification procedures (name and birthdate verification)
- Medication safety protocols (two-nurse verification for high-risk medications)
- Fall prevention programs
- Infection control measures
- Error reporting and prevention systems
Right to Voice Concerns and Grievances
You have the right to:- Express concerns, complaints, or grievances without fear of retaliation
- Have concerns investigated and addressed promptly
- Receive written responses to formal grievances
- Access external complaint mechanisms if internal resolution is unsatisfactory
Patient Responsibilities
Along with rights come responsibilities. We ask patients and families to:Provide Accurate Information
- Give complete and accurate medical history
- Inform providers of all medications, supplements, and allergies
- Report changes in your condition promptly
- Provide accurate insurance and financial information
- Update contact and emergency contact information
Follow Treatment Plans
- Participate actively in your care plan
- Ask questions if you don’t understand instructions
- Follow prescribed treatments and medication schedules
- Inform your care team if you cannot or will not follow recommendations
- Attend scheduled appointments and procedures
- Notify the hospital if you need to cancel or reschedule
Respect Hospital Policies and Staff
- Follow hospital rules and regulations
- Respect the rights and privacy of other patients
- Treat staff, other patients, and visitors with courtesy and respect
- Control the behavior of your visitors and family members
- Keep noise levels low in patient care areas
- Comply with visiting hours and visitor limits
Show Consideration for Hospital Property
- Use hospital property and equipment appropriately
- Report damaged equipment or unsafe conditions
- Do not remove hospital property
- Keep your room and common areas reasonably clean and organized
Meet Financial Obligations
- Provide insurance information and assist with claims when needed
- Pay copays, deductibles, and non-covered services as required
- Communicate financial concerns early - payment plans available
- Provide timely payment or make payment arrangements
Respect Smoke-Free and Substance-Free Policies
- Do not smoke anywhere on hospital campus (including parking areas)
- Do not use illegal substances
- Do not consume alcohol on hospital premises
- Do not come to the hospital while intoxicated (except for emergency care)
The hospital reserves the right to discharge patients (except in emergencies) who repeatedly violate hospital policies or behave in ways that endanger themselves, staff, or other patients.
Privacy Protections (HIPAA Compliance)
Sahaj Hospitals complies with all applicable privacy laws and regulations.Protected Health Information (PHI)
Your protected health information includes:- Medical records and test results
- Billing and insurance information
- Photographs and medical images
- Any information that can identify you combined with health information
How We Protect Your Privacy
Physical Safeguards- Secure medical records storage
- Privacy curtains and private consultation rooms
- Secure disposal of medical records (shredding)
- Controlled access to patient care areas
- Encrypted electronic medical records
- Password-protected systems
- Automatic logout after inactivity
- Audit trails of record access
- Staff privacy training
- Confidentiality agreements
- Minimum necessary access policies
- Sanctions for privacy violations
Your Privacy Choices
Directory Information You can choose whether to be listed in the hospital directory. Directory information (name, room number, general condition) may be disclosed to:- Visitors who ask for you by name
- Clergy, even if they don’t ask for you by name
- Receive information about your condition
- Pick up prescriptions or medical records
- Discuss billing or insurance matters
Consent Procedures
Types of Consent
General Consent- Signed at admission
- Covers routine care, examinations, basic treatments
- Standard nursing and medical procedures
- Required for surgeries, anesthesia, invasive procedures
- Provided by the physician performing the procedure
- Must include risks, benefits, alternatives
- Signed by patient or legal representative
- Witness required (usually nurse)
- Separate consent required
- Risks and alternatives explained
- Religious or personal objections respected
- Required for any non-medical photography or video
- Medical photography for documentation requires separate consent
- Media or publication requires explicit written permission
Special Consent Situations
Minors (Under 18)- Parent or legal guardian provides consent
- Emancipated minors may consent for themselves
- Emergency care provided without parental consent if delay endangers life
- Legal healthcare proxy or power of attorney provides consent
- In absence of designated representative, next of kin in this order: spouse, adult children, parents, adult siblings
- Court-appointed guardian if family unavailable
- Life-saving treatment provided without consent when:
- Patient unable to consent
- Legal representative unavailable
- Delay would result in serious harm or death
- Documented as emergency treatment in medical record
Grievance Redressal
We value feedback and take all concerns seriously.How to Voice Concerns
Immediate Concerns - Speak to Staff
For urgent issues, speak immediately to your nurse, charge nurse, or floor supervisor. Many concerns can be resolved quickly at the bedside.
Formal Complaint - Patient Services
Contact Patient Services if your concern is not resolved or requires formal attention:
- Phone: +91-XXX-XXXX-XXX (8 AM - 6 PM)
- Email: [email protected]
- In person: Patient Services Office, Ground Floor, Block A
Written Grievance
Submit a written grievance using:
- Grievance Form (available on website or at Patient Services)
- Written letter describing the concern
- Email to [email protected]
Escalation - Hospital Administration
If not satisfied with initial response, escalate to:
- Hospital Administrator
- Phone: +91-XXX-XXXX-XXX
- Email: [email protected]
What to Include in Your Grievance
- Your name and contact information
- Patient name and hospital ID number
- Date(s) of incident or concern
- Department or staff members involved (if known)
- Detailed description of the issue
- What resolution you are seeking
- Any supporting documentation
Grievance Process Timeline
| Step | Timeframe |
|---|---|
| Acknowledgment of receipt | Within 2 business days |
| Investigation | 7-10 business days |
| Written response | Within 15 business days |
| Appeal (if requested) | Additional 10 business days |
Complex investigations may take longer. You will be notified if additional time is needed and provided with status updates.
External Complaint Options
If you are not satisfied with internal resolution: State Medical Council- For complaints about physician conduct or medical care
- Website: [State Medical Council website]
- Phone: [Contact number]
- For complaints about hospital facilities or operations
- Website: [Health Department website]
- Phone: [Contact number]
- For violations of patient rights
- Website: [Commission website]
- Phone: [Contact number]
- For accredited hospital complaints
- Email: [email protected]
- Website: www.nabh.co
Protection Against Retaliation
You have the right to:- File complaints without fear of retribution
- Continue receiving quality care regardless of complaints
- Have complaints kept confidential to the extent possible
- Have complaints investigated objectively and fairly
Ethics Consultation
For complex ethical dilemmas regarding care:- Medical treatment decisions with conflicting values
- End-of-life care decisions
- Disagreements between family members about care
- Conflicts between patient wishes and medical recommendations
- Through your physician or nurse
- Directly contact Patient Services
- Ethics committee meets within 24-48 hours for urgent matters
Cultural and Religious Accommodations
We respect diverse cultural and religious practices:- Dietary restrictions honored (vegetarian, halal, kosher, etc.)
- Religious rituals and practices accommodated when medically safe
- Chaplaincy services available for all faiths
- Prayer room available (Ground Floor)
- Modesty and gender preferences respected where possible
- Interpreter services for non-English speakers
Language Services
For patients with limited English proficiency:- Professional interpreters available in-person or by phone
- Available 24/7 for major languages (Hindi, Tamil, Telugu, Malayalam, Bengali)
- 48-hour notice preferred for less common languages
- No charge for interpretation services
- Family members should not be used as interpreters for medical discussions
Disability Accommodations
We provide reasonable accommodations for patients with disabilities:- Sign language interpreters (48-hour notice)
- Assistive listening devices
- Materials in alternative formats (large print, braille)
- Wheelchair-accessible facilities
- Service animals permitted
- Assistance with activities of daily living
Contact Patient Services
For questions about your rights, to request accommodations, or to voice concerns:- Patient Services Office: Ground Floor, Block A
- Phone: +91-XXX-XXXX-XXX
- Email: [email protected]
- Hours: Monday-Saturday, 8:00 AM - 6:00 PM
- After Hours: Contact nursing supervisor on duty
Understanding your rights and responsibilities creates a partnership between you and your healthcare team. When we work together with mutual respect and clear communication, we achieve the best possible outcomes for your health and wellbeing.