FAQs
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What is the procedure for Bookings / Registrations in the hospital?
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Patients can walk in and get registered and admitted on producing any written document/ oral instruction from the doctor to the reception for admission into the hospital.
-
What is Cashless Hospitalization?
- In the case of a cashless hospitalization, the insurance company will bear the cost of treatment in full or partially based on the terms of your health insurance policy. Cashless hospitalization is a facility provided by the hospital to enable an insured patient to get admitted and undergo the required treatment without payment in cash. The hospital (health care service provider) will mediate between the patient and the approved TPA to process the cashless service. We will help you obtain the necessary approvals and required guarantee for payment from the approved TPA so that cashless facility has been extended to the patient. The denial of cashless facility by the TPA if any does not amount to denial of your claim from the insurance company. The patient has the option to claim again directly from the insurance company. We help provide you with a fully itemized bill and advice to assist you to get full re-imbursement based on your eligibility and coverage limits.
- If hospitalization or medical care / treatment is planned - based on the medical consultant's (doctor's) opinion the patient can directly contact the billing department well in advance along with the insurance / TPA identity card and the latest medical policy in force to enable the patient to process the cashless service and get the guarantee for payment from the TPA as early as possible before admission. In an emergency, the patient can get admitted at any time and contact the billing department along with the identity card and the latest medical policy in force.
- The insurance/billing personnel will be available at the desk from 9.00A.M to 8.00P.M to help with all your queries and procedures to avail of cashless services or help with insurance queries.
-
Do all Health Insurance Policies offer Cashless Hospitalization Facility?
- Most reputed insurance companies or TPAs offer cashless hospitalization options. In case of hospitalization, you will be eligible for cashless treatment and in-patient stay, subject to the other terms and conditions mentioned in your policy being fulfilled. In case you are admitted to a Hospital not empanelled with the TPA, you will have to settle the bills directly to the hospital and then seek re-imbursement through your TPA. We help provide you with a fully itemized bill and advice to assist you to get full re-imbursement based on your eligibility and coverage limits. The insurance/billing personnel will be available at the desk from 9.00A.M to 8.00P.M to help with all your queries and procedures to avail cashless services or help with insurance queries.
- For cashless treatment it is mandatory for the hospital to have an approval from your TPA. In case of delay in receiving the approval or where you cannot wait for receiving the approval you can undertake the treatment by paying the necessary cash deposit. If you receive approval from your TPA after paying the cash deposit, you are entitled for refund of the cash deposit.
- The insurance/billing personnel will be available at the desk from 9.00A.M to 8.00P.M to help with all your queries and procedures to avail cashless services or help with insurance queries.
-
What do I do if the actual Medical Expenses overshoot the Pre-approved amount?
- At the time of discharge if the guarantee for payment to the hospital is not sufficient or exceeds the pre-approved amount, the person at the desk will collect the necessary information / papers from various departments and will contact the TPA for enhancement and full sanction of the expenses of the hospitalization of the patient. If the TPA turns down the request for enhancement you will need to pay the amount incurred in excess of your approved amount directly to the hospital before discharge.
- For complete details on the medical expenses that are covered, and those that are not covered, you need to go through your health insurance policy. However, in general, the expenses listed below are not reimbursable under cashless hospitalization.
- The insurance/billing personnel will be available at the desk from 9.00 A.M to 8.00 P.M to help with all your queries and procedures to avail cashless services or help with insurance queries.
-
Why may a Cashless Hospitalization not be entertained?
-
Your request for approval might be rejected under a few circumstances:-
- Insufficient information in the pre-authorization form.
- The ailment for which hospitalization is being sought is not covered under your insurance policy for reasons like pre-existing ailment, specific exclusions (accident admission under the influence of alcohol) exclusion clause for certain period (e.g., coverage only after 30 days).
- You have exhausted your eligible medical insurance cover for the year
-
What charges are typically not covered by Cashless Hospitalization?
-
- Room rent in excess of your eligibility
- ICU facility in excess of your eligibility
- Registration or Admission Fee
- Telephone Charges
- Visitor / Attendees Charges
- Ambulance Charges
- Special Diet Charges which are not part of the administered treatment document charges
- Other Non-Medical Expenses e.g., toiletries, service tips and consumables
These need to be settled by you directly with the hospital at the time of discharge. The personnel will be able to help you with all your queries regarding cashless services or insurance queries at the desk from 9.00A.M to 8.00P.M to avail.
-
For Cashless Hospitalization, what Documents are required by the Hospital at the Time of Discharge?
-
All the original documents including bills, lab reports, discharge summary and claim form duly signed by you need to be submitted to the hospital. The personnel will be available at the desk from 9.00A.M to 8.00P.M to help with all your queries and procedures to avail cashless services or help with insurance queries.
-
Do I Need to Register when I come to the Hospital?
-
Like most / all hospitals - Patients have to register for a small fee when they walk into the hospital for any service. This registration is valid for a period of one year. The patient can register at the main reception.
-
Can I get Assistance in coming to the Hospital?
Please do not carry the following items mentioned to the Hospital
-
- Ornaments and Valuables
- Eatables
- Clothing / Bedding
- Toiletries
- Visitors are requested not to carry any flowers
The management will not be responsible for any loss or damage to patient's personal belongings.
-
How do I access information from my Medical Records?
In case you have misplaced your old records, you can access any information from the medical records with prior permission from the management and the nursing superintendents. Once you have the required permission, you can access your records from the MR Department. We can help reproduce previous records for a small fee
How do I resolve a Question on my Billing Statement?
You can contact the manager of billing if you have any queries on your billing. He will ensure that all your queries are taken care of.
How can I comment about my experience at the Hospital (compliment, complaint, or suggestion)?
One of our key values is continuous improvement. As you, the patient is the center of our universe - we take your opinions and feedback extremely seriously. We request every patient to fill in the feedback form at the time of discharge where they can leave their positive and negative comments and suggestions. You can also directly speak with the PRO at reception for more detailed or specific feedback or suggestions.
Rules and Regulations for the Visitors and Attender:
-
- Only one attender is allowed to stay with a patient at any point of time. The attender should have with him the valid attender pass (provided at patient admission) at all times for security reasons.
- Only one attender is allowed to stay with the patient during the night.
- Please do not bring a child below the age of 12 years when visiting a patient (interest of your children's health).
What are the Visiting Hours for Hospital Rooms?
-
- The General Hospital visiting hours are 9 AM to 12 PM & 5 PM to 8 PM
- The visiting hours for ICU/PICU/NICU is 10 AM to 11Am & 5 PM to 6 PM
- We request the attenders not to bring any child below the age of 12 when visiting the patient in the interest of the child's health (who are potentially more vulnerable to catch infections).
-
What is the procedure for Bookings / Registrations in the hospital?
-
Patients can walk in and get registered and admitted on producing any written document/ oral instruction from the doctor to the reception for admission into the hospital.
-
-
What is Cashless Hospitalization?
- In the case of a cashless hospitalization, the insurance company will bear the cost of treatment in full or partially based on the terms of your health insurance policy. Cashless hospitalization is a facility provided by the hospital to enable an insured patient to get admitted and undergo the required treatment without payment in cash. The hospital (health care service provider) will mediate between the patient and the approved TPA to process the cashless service. We will help you obtain the necessary approvals and required guarantee for payment from the approved TPA so that cashless facility has been extended to the patient. The denial of cashless facility by the TPA if any does not amount to denial of your claim from the insurance company. The patient has the option to claim again directly from the insurance company. We help provide you with a fully itemized bill and advice to assist you to get full re-imbursement based on your eligibility and coverage limits.
- If hospitalization or medical care / treatment is planned - based on the medical consultant's (doctor's) opinion the patient can directly contact the billing department well in advance along with the insurance / TPA identity card and the latest medical policy in force to enable the patient to process the cashless service and get the guarantee for payment from the TPA as early as possible before admission. In an emergency, the patient can get admitted at any time and contact the billing department along with the identity card and the latest medical policy in force.
- The insurance/billing personnel will be available at the desk from 9.00A.M to 8.00P.M to help with all your queries and procedures to avail of cashless services or help with insurance queries.
-
Do all Health Insurance Policies offer Cashless Hospitalization Facility?
- Most reputed insurance companies or TPAs offer cashless hospitalization options. In case of hospitalization, you will be eligible for cashless treatment and in-patient stay, subject to the other terms and conditions mentioned in your policy being fulfilled. In case you are admitted to a Hospital not empanelled with the TPA, you will have to settle the bills directly to the hospital and then seek re-imbursement through your TPA. We help provide you with a fully itemized bill and advice to assist you to get full re-imbursement based on your eligibility and coverage limits. The insurance/billing personnel will be available at the desk from 9.00A.M to 8.00P.M to help with all your queries and procedures to avail cashless services or help with insurance queries.
- For cashless treatment it is mandatory for the hospital to have an approval from your TPA. In case of delay in receiving the approval or where you cannot wait for receiving the approval you can undertake the treatment by paying the necessary cash deposit. If you receive approval from your TPA after paying the cash deposit, you are entitled for refund of the cash deposit.
- The insurance/billing personnel will be available at the desk from 9.00A.M to 8.00P.M to help with all your queries and procedures to avail cashless services or help with insurance queries.
-
What do I do if the actual Medical Expenses overshoot the Pre-approved amount?
- At the time of discharge if the guarantee for payment to the hospital is not sufficient or exceeds the pre-approved amount, the person at the desk will collect the necessary information / papers from various departments and will contact the TPA for enhancement and full sanction of the expenses of the hospitalization of the patient. If the TPA turns down the request for enhancement you will need to pay the amount incurred in excess of your approved amount directly to the hospital before discharge.
- For complete details on the medical expenses that are covered, and those that are not covered, you need to go through your health insurance policy. However, in general, the expenses listed below are not reimbursable under cashless hospitalization.
- The insurance/billing personnel will be available at the desk from 9.00 A.M to 8.00 P.M to help with all your queries and procedures to avail cashless services or help with insurance queries.
-
Why may a Cashless Hospitalization not be entertained?
-
Your request for approval might be rejected under a few circumstances:-
- Insufficient information in the pre-authorization form.
- The ailment for which hospitalization is being sought is not covered under your insurance policy for reasons like pre-existing ailment, specific exclusions (accident admission under the influence of alcohol) exclusion clause for certain period (e.g., coverage only after 30 days).
- You have exhausted your eligible medical insurance cover for the year
-
-
What charges are typically not covered by Cashless Hospitalization?
-
- Room rent in excess of your eligibility
- ICU facility in excess of your eligibility
- Registration or Admission Fee
- Telephone Charges
- Visitor / Attendees Charges
- Ambulance Charges
- Special Diet Charges which are not part of the administered treatment document charges
- Other Non-Medical Expenses e.g., toiletries, service tips and consumables
These need to be settled by you directly with the hospital at the time of discharge. The personnel will be able to help you with all your queries regarding cashless services or insurance queries at the desk from 9.00A.M to 8.00P.M to avail.
-
-
For Cashless Hospitalization, what Documents are required by the Hospital at the Time of Discharge?
-
All the original documents including bills, lab reports, discharge summary and claim form duly signed by you need to be submitted to the hospital. The personnel will be available at the desk from 9.00A.M to 8.00P.M to help with all your queries and procedures to avail cashless services or help with insurance queries.
-
-
Do I Need to Register when I come to the Hospital?
-
Like most / all hospitals - Patients have to register for a small fee when they walk into the hospital for any service. This registration is valid for a period of one year. The patient can register at the main reception.
-
-
Can I get Assistance in coming to the Hospital?
-
- Ornaments and Valuables
- Eatables
- Clothing / Bedding
- Toiletries
- Visitors are requested not to carry any flowers
The management will not be responsible for any loss or damage to patient's personal belongings.
Please do not carry the following items mentioned to the Hospital
-
-
How do I access information from my Medical Records?
In case you have misplaced your old records, you can access any information from the medical records with prior permission from the management and the nursing superintendents. Once you have the required permission, you can access your records from the MR Department. We can help reproduce previous records for a small fee
How do I resolve a Question on my Billing Statement?
You can contact the manager of billing if you have any queries on your billing. He will ensure that all your queries are taken care of.
How can I comment about my experience at the Hospital (compliment, complaint, or suggestion)?
-
- Only one attender is allowed to stay with a patient at any point of time. The attender should have with him the valid attender pass (provided at patient admission) at all times for security reasons.
- Only one attender is allowed to stay with the patient during the night.
- Please do not bring a child below the age of 12 years when visiting a patient (interest of your children's health).
One of our key values is continuous improvement. As you, the patient is the center of our universe - we take your opinions and feedback extremely seriously. We request every patient to fill in the feedback form at the time of discharge where they can leave their positive and negative comments and suggestions. You can also directly speak with the PRO at reception for more detailed or specific feedback or suggestions.
Rules and Regulations for the Visitors and Attender:
What are the Visiting Hours for Hospital Rooms?
-
- The General Hospital visiting hours are 9 AM to 12 PM & 5 PM to 8 PM
- The visiting hours for ICU/PICU/NICU is 10 AM to 11Am & 5 PM to 6 PM
- We request the attenders not to bring any child below the age of 12 when visiting the patient in the interest of the child's health (who are potentially more vulnerable to catch infections).