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Our Policies

Our Policies

Rules, Rights, and Responsibilities for Using Our Services

Website Terms & Legal

- Brand Identity Disclaimer

- Disclaimer & Terms of Use

- Medical Content Disclaimer

- Accessibility Statement

Privacy & Data Protection

- Privacy Policy (DPDP Act
   2023 Compliant)

- Cookie Policy

Online Services Policies

- Refund and Cancellation
   Policy

- Online Appointment and
   Telemedicine Terms

Patient Policies

- Patient rights and
   Responsibilities

- Grievance Redressal Policy

Website Terms & Legal

The term “Rama Group of Hospitals” (or “Rama Hospital Group”) as used on this website and in related policy documents is a brand identity and collective reference representing multiple hospitals and healthcare institutions operating under the Rama brand.
 
Each hospital within the Rama Group of Hospitals is owned and operated by a separate and distinct legal entity, which is responsible for the management, administration, and delivery of healthcare services at its respective facility.
 
Nothing contained on this website or in these policy documents shall be construed as creating a single consolidated legal entity under the name “Rama Group of Hospitals.” All medical services, patient care, contractual obligations, and legal responsibilities are undertaken by the specific legal entity operating the respective hospital facility.
 
Users, patients, and visitors are advised to refer to the individual hospital pages or facility-specific disclosures on the website for the legal name of the entity operating that particular hospital.
 
The use of the term “Rama Group of Hospitals” is intended solely for branding, informational, and administrative convenience, and does not imply joint legal liability or unified corporate structure among the individual entities unless expressly stated otherwise.

Website Disclaimer & Terms of Use

Website Disclaimer – Rama Hospital Group

This website is provided solely for general informational and educational purposes. The information, medical content, articles, graphics, and other material contained on this website are not intended to be a substitute for professional medical advice, diagnosis, or treatment from a qualified medical practitioner. Always seek the advice of your physician or other qualified healthcare provider with any questions regarding a medical condition or treatment.

Under no circumstances should any information contained on this website be relied upon as medical advice or used to diagnose or treat any health condition without consulting a licensed healthcare professional. Rama Hospital Group, its hospitals, medical colleges, affiliates, doctors, employees, and representatives shall not be responsible or liable for any decision made or action taken based on the information provided on this website.

Use of this website and reliance on any information provided herein is solely at the user’s own risk. Rama Hospital Group shall not be liable for any direct, indirect, incidental, consequential, special, punitive, or exemplary damages, including but not limited to loss of data, loss of profits, personal injury, or property damage arising out of or in connection with the use, misuse, interpretation, or reliance upon the information contained on this website.

While every effort is made to ensure the accuracy and reliability of the information provided, Rama Hospital Group makes no representations or warranties, express or implied, regarding the completeness, accuracy, reliability, suitability, or availability of the website or its contents.

Terms and Conditions for Website Usage

Your access to and use of this website (“Site”) are subject to the following Terms and Conditions and all applicable laws of India. By accessing or using this Site, you agree to be bound by these Terms and Conditions without limitation or qualification.

Compliance with Laws

This website is governed by the laws of India, including but not limited to the Information Technology Act, 2000, the Information Technology (Intermediary Guidelines and Digital Media Ethics Code) Rules, 2021, and other applicable laws and regulations governing electronic information, healthcare services, and digital communication.
Users accessing this website agree to comply with all applicable Indian laws, regulations, and guidelines while using this Site.

Amendments

Rama Hospital Group reserves the right to revise, modify, or update these Terms and Conditions at any time without prior notice. Your continued use of the Site after such changes constitutes your acceptance of the revised Terms and Conditions.

Prohibited Use

As a condition of your use of this website, you agree that you will not:
  • Use the website for any unlawful purpose or in violation of any applicable laws or regulations.
  • Attempt to gain unauthorized access to the website, servers, networks, or databases.
  • Introduce viruses, malware, or other malicious or technologically harmful material.
  • Interfere with or disrupt the proper functioning of the website.
Any such activity may result in legal action under applicable Indian laws, including the Information Technology Act, 2000.

Medical Liability Limitation

Information provided on this website does not establish a doctor-patient relationship between the user and Rama Hospital Group or any of its doctors or healthcare professionals. Accessing this website, submitting forms, or communicating through the website does not create a professional medical relationship.

Medical services are provided only after proper clinical consultation, examination, diagnosis, and admission procedures at authorized facilities of Rama Hospital Group.

Linked Third-Party Websites

This website may contain links to third-party websites for informational purposes. These links are provided solely for user convenience. Rama Hospital Group does not control, endorse, or assume responsibility for the content, privacy policies, or practices of any third-party websites.

Accessing such websites is done at the user’s own risk.

Accuracy of Information

The information on this website may contain technical inaccuracies, typographical errors, or outdated medical information. Rama Hospital Group reserves the right to modify, update, or remove any content at any time without prior notice.

Users are advised to independently verify medical information and consult qualified healthcare professionals before acting upon it.

No Warranties

ALL CONTENT ON THIS WEBSITE IS PROVIDED ON AN “AS IS” AND “AS AVAILABLE” BASIS WITHOUT WARRANTIES OF ANY KIND, WHETHER EXPRESS OR IMPLIED. Rama Hospital Group DISCLAIMS ALL WARRANTIES INCLUDING, BUT NOT LIMITED TO, IMPLIED WARRANTIES OF MERCHANTABILITY, FITNESS FOR A PARTICULAR PURPOSE, ACCURACY, AND NON-INFRINGEMENT.

Website Availability and Security

While reasonable efforts are taken to maintain the availability and security of this website, Rama Hospital Group does not guarantee that the website will be uninterrupted, error-free, or free from viruses or other harmful components. Users are responsible for implementing appropriate security safeguards while accessing the website.

Intellectual Property Rights

All content, design, text, graphics, logos, images, videos, and software on this website are the intellectual property of Rama Hospital Group or its licensors and are protected under the Copyright Act, 1957, the Trade Marks Act, 1999, and other applicable intellectual property laws of India.

No part of this website may be reproduced, distributed, modified, or used for commercial purposes without prior written permission from Rama Hospital Group.

Governing Law and Jurisdiction

These Terms and Conditions shall be governed by and construed in accordance with the laws of India. Any disputes arising out of or relating to the use of this website shall be subject to the exclusive jurisdiction of the competent courts located in New Delhi, India.

Consumer Rights

Nothing contained in these Terms and Conditions shall limit or exclude any rights available to users under applicable consumer protection laws of India, including the Consumer Protection Act, 2019. Any rights not expressly granted herein are reserved by Rama Hospital Group.

Medical Content Disclaimer

Medical Content Disclaimer – Rama Hospital Group

The health information, articles, blog posts, videos, graphics, and other medical content available on this website are provided solely for general educational and informational purposes.

The content is not intended to replace professional medical advice, diagnosis, or treatment provided by qualified healthcare professionals. Users should always consult a licensed physician or other qualified healthcare provider regarding any medical condition or health concern.

No information available on this website should be interpreted as medical advice or relied upon for diagnosing or treating any medical condition without appropriate consultation with a registered medical practitioner.

Rama Hospital Group makes reasonable efforts to ensure that medical information published on this website is accurate, reliable, and based on widely accepted medical knowledge. However, medicine is an evolving field, and medical information may change over time. Therefore, Rama Hospital Group does not guarantee the completeness, accuracy, or timeliness of any medical information published on this website.

Users should never delay seeking medical advice or ignore professional medical guidance because of information read on this website.

In case of a medical emergency, users should immediately contact emergency medical services or visit the nearest hospital.

The publication of medical information on this website does not establish a doctor–patient relationship between the user and Rama Hospital Group or any of its doctors.

Rama Hospital Group, its doctors, authors, editors, and administrators shall not be liable for any damages, injuries, or losses arising from the use, misuse, or reliance upon information presented on this website.

Any reliance placed on such information is strictly at the user’s own risk.

Accessibility Statement

Website Accessibility Statement – Rama Hospital Group

Rama Hospital Group is committed to ensuring that its website is accessible to all users, including individuals with disabilities. We aim to provide an inclusive digital experience so that patients, visitors, and caregivers can easily access healthcare information and services online.

Accessibility Commitment

Our goal is to ensure that the website content is accessible and usable by people with diverse abilities and assistive technologies, including screen readers, keyboard navigation, and adaptive devices.
We strive to follow widely accepted accessibility standards such as the Web Content Accessibility Guidelines (WCAG) wherever reasonably feasible.

Accessibility Features

Our website may include features designed to improve accessibility, such as:
  • Clear and readable text structure
  • Alternative text for images where applicable
  • Logical navigation and page structure
  • Mobile-friendly design
  • Compatibility with common assistive technologies

Continuous Improvement

Rama Hospital Group continuously works to improve the accessibility and usability of its digital platforms. Despite our efforts, some content may not yet fully comply with accessibility standards.
We welcome feedback from users who encounter accessibility barriers while using our website.

Assistance

If you experience difficulty accessing any part of this website or require assistance, please contact the hospital through the official contact details provided on the website. We will make reasonable efforts to assist you and provide the information in an accessible format.

Third-Party Content

Some sections of the website may contain content or services provided by third parties. Rama Hospital Group does not control the accessibility of such external content but encourages providers to adhere to accessibility standards.

The health information, articles, blog posts, videos, graphics, and other medical content available on this website are provided solely for general educational and informational purposes.

The content is not intended to replace professional medical advice, diagnosis, or treatment provided by qualified healthcare professionals. Users should always consult a licensed physician or other qualified healthcare provider regarding any medical condition or health concern.

No information available on this website should be interpreted as medical advice or relied upon for diagnosing or treating any medical condition without appropriate consultation with a registered medical practitioner.

Rama Hospital Group makes reasonable efforts to ensure that medical information published on this website is accurate, reliable, and based on widely accepted medical knowledge. However, medicine is an evolving field, and medical information may change over time. Therefore, Rama Hospital Group does not guarantee the completeness, accuracy, or timeliness of any medical information published on this website.

Users should never delay seeking medical advice or ignore professional medical guidance because of information read on this website.

In case of a medical emergency, users should immediately contact emergency medical services or visit the nearest hospital.

The publication of medical information on this website does not establish a doctor–patient relationship between the user and Rama Hospital Group or any of its doctors.

Rama Hospital Group, its doctors, authors, editors, and administrators shall not be liable for any damages, injuries, or losses arising from the use, misuse, or reliance upon information presented on this website.

Any reliance placed on such information is strictly at the user’s own risk.

Privacy & Data Protection

Privacy Policy (DPDP Act 2023 Compliant)

Privacy Policy – Rama Hospital Group

Rama Hospital Group (“we”, “our”, “us”) is committed to protecting the privacy and security of personal information of patients, visitors, and users of our website. This Privacy Policy explains how we collect, use, disclose, and protect personal information when you use our website and digital services.
This policy is designed in accordance with applicable Indian laws including the Digital Personal Data Protection Act, 2023 (DPDP Act), Information Technology Act, 2000, and related data protection rules.

Information We Collect

We may collect the following types of information when you interact with our website or services:
Personal Information
  • Name
  • Phone number
  • Email address
  • Date of birth
  • Address
  • Appointment details
  • Patient identification details
Medical Information
  • Health conditions or symptoms submitted through forms
  • Medical reports uploaded for consultations
  • Appointment or consultation history
Technical Information
  • IP address
  • Browser type
  • Device information
  • Cookies and website usage data

Purpose of Data Collection

We collect personal information for the following purposes:
  • Booking medical appointments
  • Providing healthcare services
  • Teleconsultation and patient communication
  • Responding to inquiries
  • Improving website functionality and services
  • Administrative, legal, and compliance purposes
Your personal data will only be used for legitimate healthcare and operational purposes.

Consent

By using this website or submitting personal information, you consent to the collection, storage, and use of your data in accordance with this Privacy Policy.
Where required by law, explicit consent will be obtained before collecting sensitive personal data such as medical information.
Users may withdraw their consent at any time by contacting the hospital through official communication channels.

Data Protection and Security

Rama Hospital Group implements reasonable technical and organizational safeguards to protect personal data from unauthorized access, disclosure, misuse, or alteration.
However, while we strive to protect personal information, no online transmission of data can be guaranteed to be completely secure.

Sharing of Information

Your personal information may be shared only under the following circumstances:
  • With doctors and healthcare professionals involved in patient care
  • With authorized hospital staff for operational purposes
  • With diagnostic laboratories or medical service providers
  • When required by law, court order, or government authority
  • For compliance with legal and regulatory requirements
We do not sell or trade personal data to third parties.

Data Retention

Personal data will be retained only for as long as necessary to fulfill healthcare, operational, and legal obligations in accordance with applicable laws and medical record retention policies.

Cookies and Website Analytics

Our website may use cookies and analytics tools to improve user experience and website performance. Users may disable cookies through their browser settings; however, some features of the website may not function properly.

User Rights (Under DPDP Act)

Users have the following rights regarding their personal data:
  • Right to access personal data
  • Right to correction of inaccurate data
  • Right to request deletion of personal data
  • Right to withdraw consent
  • Right to grievance redressal
Requests related to personal data may be submitted to the hospital through the contact details provided on the website.

Changes to Privacy Policy

Rama Hospital Group reserves the right to update or modify this Privacy Policy at any time. Changes will be posted on this page.

Contact for Privacy Concerns

For any privacy-related concerns or data requests, users may contact the hospital administration through official contact information listed on the website.

Online Services Policies

Refund and Cancellation Policy

Refund and Cancellation Policy – Rama Hospital Group

This Refund and Cancellation Policy applies to all online appointment bookings, teleconsultations, and payments made through the Rama Hospital Group website or digital platforms.

Appointment Cancellation

Patients may cancel or reschedule their appointment through the website, mobile application, or by contacting the hospital before the scheduled consultation time.
If a patient cancels the appointment within the permitted time window specified by the hospital, the consultation may be rescheduled or refunded in accordance with hospital policy.

Refund Eligibility

Refunds may be considered under the following circumstances:
  • Appointment cancelled within the permitted cancellation period.
  • Doctor unavailable due to emergency or schedule change.
  • Technical failure preventing teleconsultation from being completed.
  • Duplicate or incorrect payment.
Refund requests may require verification of payment details and appointment information.

Non-Refundable Situations

Refunds may not be provided in the following cases:
  • Patient fails to attend the scheduled consultation without prior cancellation.
  • Consultation has already been completed.
  • Delay caused by patient-side internet or device issues.
  • Incorrect information provided by the patient during booking.

Refund Processing

Approved refunds will be processed using the original payment method used during booking. Processing timelines may vary depending on the payment gateway or banking provider.
Typically, refunds may take 7–10 business days to reflect in the user’s account.

Hospital Rights

Rama Hospital Group reserves the right to cancel or reschedule appointments due to unforeseen circumstances such as medical emergencies, doctor unavailability, or operational reasons.
In such cases, patients may be offered:
  • Appointment rescheduling, or
  • A full refund where applicable.

Policy Modifications

Rama Hospital Group reserves the right to modify this policy at any time without prior notice. Updated policies will be posted on the website.

Online Appointment and Telemedicine Terms

Online Appointment and Telemedicine Terms – Rama Hospital Group

These terms govern the use of online appointment booking, teleconsultation, and digital communication services provided through the Rama Hospital Group website.

By using these services, you agree to the following terms.

Telemedicine Services

Teleconsultation services provided through this website are conducted in accordance with the Telemedicine Practice Guidelines issued by the Ministry of Health & Family Welfare, Government of India and the National Medical Commission (NMC).
Teleconsultation may include:
  • Video consultation
  • Audio consultation
  • Chat-based consultation
  • Exchange of medical reports or prescriptions

Patient Consent

By initiating an online consultation, the patient confirms that they voluntarily consent to telemedicine services.

The patient understands that telemedicine has limitations compared to physical examination and that certain conditions may require in-person consultation.

Medical Advice Limitation

Doctors providing teleconsultation will make reasonable efforts to provide appropriate medical advice based on the information shared by the patient.
However:
  • Diagnosis may be limited due to the absence of physical examination.
  • In emergencies, patients must immediately seek care at the nearest hospital or emergency facility.

Prescription Policy

Doctors may issue digital prescriptions during teleconsultation in accordance with the Telemedicine Practice Guidelines.

Certain categories of medicines may not be prescribed via teleconsultation as restricted by Indian regulations.

Patient Responsibilities

Patients agree to:
  • Provide accurate medical history and information
  • Upload authentic medical reports
  • Follow medical advice responsibly
  • Seek emergency medical help when necessary

Providing false or misleading information may affect diagnosis and treatment.

Appointment and Cancellation

Online appointments are subject to doctor availability. Rama Hospital Group reserves the right to reschedule or cancel appointments due to unforeseen circumstances.

Refund policies, if applicable, will follow hospital administrative policies.

Technology Limitations

Rama Hospital Group is not responsible for consultation interruptions due to:
  • Internet connectivity issues
  • Device malfunction
  • Software failure
  • External technical disruptions

Liability Disclaimer

Telemedicine services are provided in good faith by licensed medical practitioners. Rama Hospital Group shall not be liable for any direct or indirect damages arising from misuse of teleconsultation services or failure to follow medical advice.

Governing Law

These terms shall be governed by the laws of India. Any disputes arising from telemedicine services shall fall under the jurisdiction of the competent courts in New Delhi, India.

Patient Policies

Patient Rights and Responsibilities

Patient Rights and Responsibilities – Rama Hospital Group

Rama Hospital Group is committed to providing safe, ethical, respectful, and patient-centered healthcare services. The hospital recognizes and respects the rights of patients and their attendants while also expecting cooperation and responsible participation in the care process.

Patient and Attendant Rights

Patients receiving care at Rama Hospital Group are entitled to the following rights:

1. Right to Respect, Dignity and Non-Discrimination

Patients have the right to be treated with dignity, respect, and compassion regardless of race, religion, gender, ethnicity, nationality, age, or socioeconomic status.

2. Right to Privacy and Confidentiality

Patients have the right to personal dignity, privacy, and confidentiality during examination, procedures, treatment, and discussions regarding their medical condition. All medical records and personal information will be treated as confidential and disclosed only when required for treatment or by law.

3. Right to Culturally Sensitive Care

Patients have the right to receive considerate care that respects their personal values, cultural beliefs, spiritual preferences, and dietary requirements whenever reasonably possible.

4. Right to Information About Healthcare Providers

Patients have the right to know the name and designation of the physician responsible for coordinating their treatment and care.

5. Right to Information About Diagnosis and Treatment

Patients and/or their authorized family members have the right to receive clear and understandable information regarding:
  • Diagnosis and medical condition
  • Results of diagnostic tests
  • Proposed treatment or procedures
  • Potential risks, benefits, and complications
  • Available treatment alternatives
  • Expected outcomes and possible unanticipated results

6. Right to Health Education

Patients may receive education regarding their health condition, including information about:
  • Medications and possible side effects
  • Diet and nutrition
  • Food–drug interactions
  • Preventive healthcare strategies and lifestyle modifications
  • Immunizations
  • Organ donation awareness
  • Disease management and recovery

7. Right to Protection and Safety

Patients have the right to be protected from abuse, neglect, harassment, or any form of inappropriate behavior while receiving care at the hospital.

8. Right to Informed Consent

Patients have the right to provide informed consent before any procedure, treatment, or surgery after being adequately informed about the associated risks and benefits.

9. Right to Financial Transparency

Patients have the right to receive counselling regarding the estimated cost of treatment, payment procedures, and billing policies at the time of admission and whenever significant changes occur in the treatment plan.

10. Right to Access Medical Records

Patients have the right to request access to their medical records in accordance with hospital policies and applicable laws. Medical records will be handled with strict confidentiality, and patients may approve or refuse the release of their information where legally applicable.

11. Right to Seek a Second Opinion

Patients have the right to request a second opinion regarding their diagnosis or treatment plan from another qualified medical practitioner.

12. Right to Raise Complaints or Provide Feedback

Patients and attendants have the right to raise complaints, concerns, or feedback regarding hospital services. The hospital shall ensure that patients are informed about the grievance redressal process and that complaints are addressed in a timely and fair manner.

Patient and Attendant Responsibilities

Patients and attendants share certain responsibilities that help ensure safe and effective healthcare delivery.

1. Provide Accurate Personal Information

Patients are responsible for providing accurate and complete personal details such as:
  • Full name
  • Address
  • Contact number
  • Date of birth
  • Insurance information
  • Employer details (where required)

2. Provide Complete Medical Information

Patients should provide truthful and complete information about:
  • Present health complaints
  • Past medical history
  • Previous hospitalizations
  • Medications currently being taken
  • Allergies and other relevant health conditions

3. Follow the Treatment Plan

Patients are responsible for following the treatment plan recommended by the physician, including medication schedules, dietary instructions, and guidance from nurses and other healthcare professionals.

4. Respect Hospital Staff and Other Patients

Patients and attendants are expected to treat hospital staff, doctors, nurses, and other patients with dignity and respect and avoid behavior that disrupts hospital operations.

5. Follow Hospital Rules and Visiting Policies

Patients and visitors must adhere to hospital policies including visiting hours, safety protocols, and infection control measures.

6. Protect Personal Belongings

Patients are advised to leave valuables at home and bring only essential items necessary for their hospital stay. The hospital shall not be responsible for loss of personal belongings.

7. Fulfill Financial Obligations

Patients or their authorized representatives are responsible for meeting financial obligations related to medical treatment in accordance with hospital billing policies.

8. Responsibility for Treatment Decisions

Patients are responsible for the outcomes of their decisions if they refuse recommended treatment, decline medical advice, or leave the hospital against medical advice (LAMA).

Commitment to Ethical and Patient-Centered Care

Rama Hospital Group is committed to upholding ethical medical practices and providing safe, high-quality healthcare services. Patients and their attendants are encouraged to actively participate in the care process to ensure the best possible health outcomes.

Grievance Redressal Policy

Grievance Redressal Policy – Rama Hospital Group

Rama Hospital Group is committed to providing high-quality healthcare services and maintaining transparency, accountability, and patient satisfaction. We value feedback from patients, visitors, and users of our services. This Grievance Redressal Policy outlines the process through which concerns, complaints, or suggestions may be submitted and resolved.

Purpose

The purpose of this policy is to ensure that patient concerns and complaints are addressed promptly, fairly, and effectively. Rama Hospital Group aims to continuously improve its services by listening to feedback and resolving issues in a timely manner.

Scope

This policy applies to:
  • Patients receiving treatment at Rama Hospital Group facilities
  • Attendants or family members of patients
  • Visitors to hospital premises
  • Users of the hospital website or online services
  • Individuals interacting with hospital administrative or support services

Types of Grievances

Grievances may relate to, but are not limited to:
  • Quality of medical care or treatment
  • Staff behavior or service issues
  • Appointment scheduling or delays
  • Billing or payment concerns
  • Website or telemedicine services
  • Privacy or data protection concerns
  • Hospital facilities or infrastructure

How to Submit a Complaint

Patients or visitors may submit grievances through the following channels:
  • Directly contacting the hospital administration
  • Submitting a written complaint at the hospital helpdesk or sending a mail to helpdesk@ramahopital.com
  • Using the feedback or complaint form available on the website
  • Contacting the hospital’s designated grievance officer through official contact details listed on the website
When submitting a complaint, users are encouraged to provide:
  • Name and contact details
  • Patient ID or appointment details (if applicable)
  • Description of the issue or concern
  • Date and location of the incident
Providing accurate information will help the hospital address the issue more effectively.

Grievance Handling Process

  1. Acknowledgement : Upon receiving a complaint, Rama Hospital Group will acknowledge the grievance within a reasonable timeframe.
  2. Review and Investigation: The complaint will be reviewed by the appropriate department or designated grievance officer.
  3. Resolution: Appropriate action will be taken to resolve the issue, and the complainant will be informed of the outcome where applicable.
  4. Escalation: If the issue is not resolved satisfactorily, the complainant may escalate the matter to higher hospital administration.

Confidentiality

All complaints and related information will be handled confidentially. Personal information shared during the grievance process will be used only for the purpose of resolving the issue and improving hospital services.

Non-Retaliation

Patients, attendants, or staff who raise concerns or complaints in good faith will not face any discrimination or retaliation for reporting issues.

Commitment to Improvement

Rama Hospital Group uses patient feedback and grievances as an opportunity to improve service quality, patient safety, and overall healthcare experience.

Contact for Grievances

Users may contact the hospital administration or the designated grievance officer through the official contact details provided on the hospital website.
Rama Hospital Group appreciates constructive feedback and remains committed to resolving concerns in a fair, transparent, and patient-focused manner.