Compliant with DPDP Act, 2023 & IT Rules, 2011
Visitors, patients, and guardians interacting with Suyog Hospital through our website (suyoghospitalindore.com), telephone helpline, WhatsApp appointment desk, or in-person at our clinical premises (195, Bhanwar Kunwa Main Road, Indore, Madhya Pradesh – 452020) are governed by this Privacy and Patient Data Protection Policy. Please read these terms carefully.
1. Statutory Compliance & Scope
This Privacy Policy is formulated in accordance with:
- Digital Personal Data Protection (DPDP) Act, 2023: Specifically Sections 5 and 6 governing consent and notice requirements. Under the DPDP Act, Suyog Hospital acts as the "Data Fiduciary", and the patient or website user acts as the "Data Principal".
- Information Technology Act, 2000 & SPDI Rules, 2011: The Information Technology (Reasonable Security Practices and Procedures and Sensitive Personal Data or Information) Rules, 2011.
- National Medical Commission (NMC) Regulations & Clinical Establishments Act: Governing medical confidentiality, patient consent, and Electronic Medical Record (EMR) retention.
This policy applies to all personal, demographic, medical, and financial data collected online or offline to facilitate healthcare delivery.
2. Categories of Personal & Health Data Processed
We collect only the minimum digital personal data required to provide clinical consultations, diagnostic tests, hospital admissions, and emergency response:
Demographic & Contact Data
Full name, age, date of birth, gender, residential address, mobile phone number, email address, and emergency contact details.
Clinical & Health Records (EHR)
Medical history, presenting symptoms, OPD consultation notes, diagnostic lab test results, radiology reports, prescriptions, and surgical admission records.
Government & Scheme IDs
Ayushman Bharat Health Account (ABHA) ID, PM-JAY beneficiary card details, ESIC insurance numbers, Aadhaar or PAN (collected strictly for statutory healthcare registration and cashless verification).
Insurance & Financial Data
TPA policy numbers, corporate insurance claim details, UPI/bank transaction IDs and IFSC codes required for billing and approved refund disbursals.
3. Lawful Basis & Purpose of Processing
Your personal data is processed lawfully under the following grounds:
- Explicit Consent: Provided voluntarily when submitting an appointment inquiry, initiating a WhatsApp callback, or registering at the hospital admission desk.
- Clinical Delivery & Patient Care: Creating unique Central Hospital Identifiers (UHID), coordinating doctor consultations across 11 clinical departments, administering medical treatments, and maintaining in-house pharmacy dispensing logs.
- Emergency Resuscitation: As permitted under Section 7 of the DPDP Act, for responding to medical emergencies or life-threatening situations where seeking prior consent may delay urgent medical intervention.
- Mediclaim & Cashless Pre-Authorization: Submitting verified patient details to empanelled insurance companies, TPAs, ESIC, and the National Health Authority (NHA / PM-JAY) for cashless approval.
4. Consent, Retention & Erasure
Suyog Hospital retains patient records only for durations mandated by law or necessary for clinical continuum of care:
- Withdrawal of Consent: You may withdraw consent for digital communications or non-statutory data processing by writing to suyoghospital2018@gmail.com. Upon receipt, digital marketing or callback processing will cease within 7 business days.
- Statutory Medical Record Retention: In compliance with the National Medical Commission (NMC) guidelines and the Clinical Establishments Act, inpatient records, surgical charts, and diagnostic reports must be retained for the minimum statutory period (typically 3 to 5 years for general records and up to majority for paediatric records). Such records cannot be deleted prior to the expiry of the statutory retention period.
5. Rights of the Patient (Data Principal)
Under the DPDP Act, 2023, you have the following actionable rights:
Right to Access Information
You have the right to obtain a summary of your personal data processed by the hospital and the identities of third parties (e.g. TPAs) with whom your data has been shared.
Right to Correction & Updating
You may request the correction of inaccurate contact details, spelling errors in patient names, or updated demographic details.
Right of Grievance Redressal
You have the right to register a grievance with our designated Grievance Officer and receive a formal response.
6. Hospital Safeguards & Technical Security
We implement comprehensive organizational and technical security measures to prevent unauthorized access, alteration, or disclosure of patient information:
- Transport Encryption: All web traffic is encrypted using modern TLS/HTTPS protocols.
- Access Control: Electronic medical databases and diagnostic archives are accessible only to credentialed doctors, nursing staff, and authorized billing personnel on a strict need-to-know basis.
- Breach Notification: In the unlikely event of a personal data security incident, Suyog Hospital will promptly notify the Data Protection Board of India (DPBI) and affected individuals in accordance with the DPDP Act guidelines.
7. Patient Obligations (DPDP Act Compliance)
In terms of Section 15 of the Digital Personal Data Protection Act, 2023, while interacting with the hospital, a Data Principal shall:
- Ensure that all clinical history, identity documents, and contact details supplied are authentic and accurate.
- Not impersonate any other individual when booking appointments, claiming insurance benefits, or seeking medical care.
- Not submit false, fraudulent, or frivolous complaints or grievances.
8. Paediatric & Children’s Health Data
In compliance with Section 9 of the DPDP Act, 2023, health and medical data concerning minors (under 18 years of age) is processed solely with the consent of a parent or legal guardian for the purpose of paediatric consultation, immunisation, neonatal intensive care (NICU), or paediatric emergency management. We do not engage in behavioural tracking or profiling of children.
9. Third-Party Services & Technical Integrations
Our web platform utilizes select third-party technologies to facilitate user convenience:
- WhatsApp Business: When you initiate a callback request, the message is routed via WhatsApp (Meta Platforms, Inc.). Transmission is subject to end-to-end encryption and WhatsApp’s terms of service.
- Google Maps: An embedded interactive map on our Contact page assists visitors in locating our hospital at 195, Bhanwar Kunwa Main Road, Indore. Interaction with the map is subject to Google’s Privacy Policy.
- Patient Recovery Testimonials: Patient stories and recovery briefing videos are hosted with informed patient/guardian consent. If you have participated in a testimonial and wish for it to be updated or taken down, please contact us.
10. Appointment & Refund Terms
To ensure transparency in billing and advance booking of consultations, our cancellation and refund rules are as follows:
- Appointment Cancellation: OPD consultations cancelled by the patient at least 2 hours prior to the scheduled slot, or cancelled due to consultant unavailability, are eligible for full rescheduling or a 100% refund of advance consultation fees paid.
- Duplicate Transactions: In case of technical network errors or double-debit during online payment, verified duplicate amounts will be refunded within 7 banking business days to the original payment source.
- Rendered Clinical Services: Fees for completed doctor consultations, diagnostic tests where biological samples have been processed, and medications dispensed by the pharmacy are non-refundable.
11. Medical Information Disclaimer
Content, medical articles, department overviews, and health tips published on this website are provided strictly for general public educational awareness. They do not constitute formal clinical diagnoses or personalised medical advice.
Patients must always consult a qualified medical specialist at our hospital or emergency department for specific medical conditions.
12. Designated Grievance Redressal Officer & Contact
If you have any questions, concerns, data access requests, or privacy grievances, please reach out to our designated Data Protection & Grievance Desk:
Suyog Hospital — Patient Grievance & Privacy Cell
Address: 195, Bhanwar Kunwa Main Road, Indore, Madhya Pradesh – 452020, India
Email: suyoghospital2018@gmail.com
Helpline: 0731-4094647 / +91 70244 50077
Jurisdiction: All legal matters and disputes are subject to the exclusive jurisdiction of the competent courts in Indore, Madhya Pradesh, India.
Medical Emergencies
This website and online inquiry forms are not monitored for instant emergency triage. In case of a medical emergency, acute trauma, chest pain, or stroke symptoms, please call our 24×7 Emergency Care Line at 0731-4094647 or visit our Emergency Casualty Department at 195, Bhanwar Kunwa Main Road, Indore immediately.