Disclaimer Policies

DISCLAIMER FOR WEBSITE INFORMATION:

The information contained in this website is of medical nature, which is collected with great care and research and is provided for general, educational and informational purposes only. HBG does not take responsibility for the representations or warranties of any kind, express or implied, about the completeness, accuracy, reliability, suitability or availability with respect to the website or the information contained on the website for any purpose. The information provided is not exhaustive nor does it cover all diseases, conditions, symptoms or their treatment. Information provided shall not be the basis of any prognosis or diagnosis, or a course of treatment. Reliance on the information or recommendation provided by HBG is solely the onus of the patient. The links provided on this website are for information and reference purposes only. The trademark and content of the linked websites are owned by the respective owners. HBG has no control over the nature, content and availability of these sites. The inclusion of any links does not necessarily imply a recommendation or endorse the views expressed within them. HBG does not recommend nor encourages the viewers to follow the information provided on any link nor does HBG take any responsibility for the veracity of the information provided on the links. The contents of this website are subject to changes with time and change in information provided by outside agencies including Medical service and third party service providers.

Every effort is made to keep the website up and running smoothly. However, HBG takes no responsibility for, and will not be liable for, the website being temporarily unavailable due to technical issues beyond our control.

SERVICE DISCLAIMER:

HBG engages in medical facilitation and the gamut of services that encompass those including provide a list of hospitals in India which fulfil client’s requirements, logistics support, travel, visa support services, concierge services in the country of treatment and accommodation during recovery. We facilitate contact with hospitals and provide information about the services provided and facilities available. We aim to provide details of quality health service providers with affordable cost to needy patients. HBG does not offer any medical advice or services. We do not treat patients or give them medical recommendations. We do not recommend specific tests, diagnostic practice or products or procedures for medical symptoms or treatment. HBG recommends all its clients/patients to take suggestions/advice from their physician, family and friends, or a trained healthcare provider or a medical practitioner approved by the medical council of their respective country before embarking on their course of treatment or for the selection of hospital for their treatment. HBG does not represent any hospital or country or its services nor guarantees their quality of services or treatment. The selection of location/hospital for their treatment will be solely based on the patient’s discretion. For accommodation, HBG recommends certain hotels/guesthouses which are of international standards and hygiene. However, the final decision of the selection of the hotels/guesthouses lies solely on the patient and their budget and comfort. While all the medical and third party service providers like hotels/guesthouses are carefully reviewed for their service levels, HBG does not guarantee their services, nor in delay, default, failure, improper services, discomfort or negligence of their services.

 

PERMISSION / LICENSE OF CONTENT:

HBG grants permission / license to anyone to read, review access and make personal use of this site. However, this permission / license does not allow the resale of information provided herein or use it for commercial purposes. Commercial use of all the listings including medical and third party service providers, descriptions, or any form of modification / derivative use of this site or its contents is prohibited.

PRIVACY POLICY:

HBG is responsible for any personal information under its custody or control. Personal information will not be used or disclosed for purposes other than those for which it was collected, except with the consent of the individual or as required by law. Personal information will be retained only as long as necessary for the fulfillment of those purposes.

CONSENT:

By using our website, and reading and reviewing the information provided herein, you agree to our terms and conditions.

Complaints and After Care Policy

We want you to feel safe, comfortable and assured that you are in safe hands. We have developed this after-care policy to enable you to confidently seek a response and a resolution if you have a complaint in connection with any medical travel organized for you by HBG.

Complaints about HBG:

Should you be dissatisfied with any of the services provided to you by HBG, you can contact us on [email protected] and we will respond to your concerns within 24 hours from the time we receive your Complaint.

Complaints about your treatment or a Provider

If your Complaint is in relation to any Provider or any medical treatment or procedure, you must contact us within 6 months from the last date of your Treatment. This Complaints Policy does not apply to Complaints received after the 6-month period.

Upon receipt of your Complaint, we will attempt, wherever we reasonably can, to facilitate the resolution of your Complaint by:

  • Taking time to understand the nature of your Complaint and making a record of the details of your Complaint;
  • Directing your Complaint to the relevant Provider;
  • Providing you with the contact details for the representative of the Provider who is responsible for handling Complaints;
  • Providing reasonable support and assistance to you to facilitate a resolution with that Provider; and
  • On-forwarding any communication we receive from the Provider about your Complaint to you, so that you are kept in the loop.
  • Endeavoring to facilitate an outcome/resolution with the Service Provider within 90 days of acknowledging receipt of your Complaint.

Upon forwarding your Complaint to the relevant Provider, we will ask that Provider to undertake a review of the Complaint. We imagine that that Provider as part of the Review, will consider the following matters:

  • Whether the complication is as a result of your unrealistic expectations,, your previous medical history and/or any pre-existing conditions;
  • Whether or not you have followed in full the Provider’s post-operative instructions; and
  • Whether the issue is related to your Treatment and the Provider’s services or otherwise.

To promote a swift resolution to any Complaint you may have, we have asked that each Provider endeavors to provide a formal response to each Complaint within 90 days after receiving the Complaint from HBG.

Revision Surgery

Where the Provider is required to correct a Treatment following an internal review or investigation by the Provider, or by the findings or decision of an external body such as a court or tribunal or investigator, or where the Provider otherwise agrees to correct a Treatment, the following conditions will apply:

  • The Provider will perform the required Revision Surgery and you will not be charged the relevant surgeon’s fees.
  • You will be required to pay for the Provider’s theatre costs relating to the Revision Surgery.
  • The cost of flights and accommodation in hotel (if required) will be bared by the patient to attend the Revision Surgery.
  • Revision Surgery must take place within 1 year of the date of your original surgery.

Medical Insurance

This After-care Policy is subject to the following disclaimers:

  • The facilitation of the resolution of Complaints is offered as a client service only and does not constitute the admission of liability in relation to any negligent or other alleged conduct on the part of HBG or the Provider;
  • During the facilitation of the resolution of a dispute (or at any other time), HBG is not acting as an agent for the Provider or the Client;
  • HBG will not act as an advocate on behalf of the Client;
  • Although HBG takes reasonable steps to facilitate a satisfactory resolution for all Complaints, HBG is not able to make any warranties or guarantees that Complaints will be resolved in a satisfactory manner for all clients.

Liabilities arising out of facilitation service:

HBG is a Health Care Facilitator and by no means should it be understood as a Hospital or a Healthcare Provider. HBG assists a patient from outside India to have quality treatment in India, and for that HBG provides information on the best treatment and doctors available in India, as per the best of the knowledge and belief of its employees. The information provided to the patients is also dependent on the budget of the patient.

HBG is not liable for any mishap at a hospital, or any act of negligence on the part of the Hospital or the Doctor. The outcome of any Medical Treatment is a subject of the concerned Hospital or the Doctor. Under no circumstances is it liable for the outcome of any Medical Treatment, whether good or bad.

HBG does not charge the patients for any service given by the case managers on field, hence they are advised not to give any monetary payment to their case managers. HBG is not liable for any payment done by the patient.

HBG is not liable for arranging a donor in case of an organ transplant. The donor has to be a blood relative of the patient and fit to donate an organ and also be willing to do so.

The rates quoted by the hospitals or by HBG to the patients are indicative only and may vary from the actual cost depending the actual condition of the patient and treatment required or overstay in ICU/ Ward than that mentioned in the quoted price. The cost of the treatment is a subject dealt by concerned hospitals and the patient. Our scope of service is to facilitate patient for treatment and make them understand about the overall logistics and help them in getting treatment. We are not liable for adhering to the quotation given to the patient. The price quoted to the patient is only for a particular treatment including the number of days of stay in ICU/ Room and anything apart and extra from that can be charged extra by the hospital and patient is liable to pay the extra amount.

Policy for Confidentiality and Privacy of Client Information:

Introduction:
This policy outlines the organization’s approach to the recording, release and retention of information in relation to its clients. We recognize and respect each client’s right to privacy, dignity and confidentiality in all aspects of his or her life. Recognition is given to the fact that client records are legal documents and are an integral component of service delivery.

Purpose:

It is HBG’s duty to provide quality services to its clients. The acquisition and retention of relevant client information is essential for fulfilling this commitment. It is the right of the organization’s clients to have their confidentiality and privacy respected. The purpose of this policy is to ensure that a high standard of information acquisition and recording is achieved. Client confidentiality and privacy are respected and that written and spoken information is protected from access and use by any unauthorized persons.

Policy:

1. Information about an individual that is required for service delivery will be sought with the individual’s consent. HBG is responsible for any personal information under its custody or control. Personal information will not be used or disclosed for purposes other than those for which it was collected, except with the consent of the individual or as required by law. Personal information will be retained only as long as necessary for the fulfillment of those purposes.

2. For each client, the organization will create individual records, and accurately record all relevant personal, medical and service provision information.

3. The purpose of client records is to –
a) Ensure the existence of an adequate information base to facilitate the identification, implementation and delivery of quality services.
b) Maintain documentation of a legally acceptable standard.
c) Maintain records about each client and service provision.
d) Provide information for reporting purposes.

4. Access to client records-
As all client information is confidential, all client records will be stored in a secure environment at all times. Only authorized staff will have controlled access to client information/ records. Client records are the property of the organization, but clients may have supervised access to their own records following a written request, either by mail or electronically, and authorization by the general manager.

Retention and Disposal of Records Policy and Procedure:
Purpose:
The Purpose of this Policy is to list how documents/files should be destroyed when no longer required
and how and when to store if records need to be retained for a longer period of time than that specified.
Storage of records:
Electronic copy of patient information like reports, bills & discharge summary should be stored on a suitable location on one of the Trust Servers. Version control should be used in storing electronic information. Only one copy of approved documentation should be stored. Standards in record keeping will be developed to address these issues fully.
Destruction of Records:
The destruction of records is an irreversible act. Many HBG records contain sensitive and/or confidential
information and their destruction must be undertaken in secure locations and proof of secure destruction
may be required. Destruction of all records, regardless of the media, should be conducted in a secure
manner to ensure there are safeguards against accidental loss or disclosure.

Retention and Disposal of Records Policy and Procedure:

Purpose:

The Purpose of this Policy is to list how documents/files should be destroyed when no longer required and how and when to store if records need to be retained for a longer period of time than that specified.

Storage of records:

Electronic copy of patient information like reports, bills, and discharge summary should be stored on a suitable location on one of the Trust Servers. Version control should be used in storing electronic information. Only one copy of approved documentation should be stored. Standards in record keeping will be developed to address these issues fully.

Destruction of records:

If destruction of records is required, regardless of the media, should be conducted in a secure manner to ensure there are safeguards against accidental loss or disclosure. The respective file should be deleted from the server.