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Patient Rights & Responsibilities

Your rights as a patient at Vivekananda Hospital, Begumpet - aligned with the Charter of Patient Rights 2018, NABH accreditation standards, and Indian medical regulations. Empowering patients through knowledge, dignity, and respect.

17 Patient Rights NABH Accredited NMC Compliant Charter 2018 Aligned Vulnerable Patient Protections
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A Legacy of Trust and Respect for Patient Rights

At Vivekananda Hospital, every patient is entitled to comprehensive rights that protect dignity, ensure quality care, and uphold informed decision-making. Our commitment to patient rights is grounded in the official Charter of Patient Rights 2018 issued by the Ministry of Health & Family Welfare, Government of India, alongside NABH accreditation standards and National Medical Commission regulations.

This page outlines your fundamental rights as a patient, the responsibilities that support effective healthcare, special protections for vulnerable patient groups, end-of-life care considerations, and the procedure to raise grievances if any concerns arise. Understanding these rights empowers you to be an active partner in your healthcare journey at Vivekananda Hospital.

Regulatory Framework

Charter of Patient Rights 2018 - Issued by Ministry of Health & Family Welfare, Government of India, defining 17 fundamental patient rights.

NABH Standards - National Accreditation Board for Hospitals quality and patient safety standards.

NMC Code of Ethics 2002 (amended) - National Medical Commission professional conduct regulations.

Mental Healthcare Act 2017 - Rights of persons with mental illness.

HIV/AIDS Act 2017 - Anti-discrimination protection for HIV/AIDS patients.

Common Cause v Union of India 2018 - Supreme Court judgment recognising advance directives and right to die with dignity.

NALSA v Union of India 2014 - Supreme Court judgment on transgender rights and non-discrimination.

17 Fundamental Patient Rights

The following 17 rights are aligned with the Charter of Patient Rights 2018 and form the foundation of patient care at Vivekananda Hospital. These rights apply to every patient regardless of race, religion, caste, gender, sexual orientation, age, disability, or financial status.

1

Right to Information

You have the right to receive complete information about your medical condition, diagnosis, recommended treatment plan, alternatives available, expected outcomes, potential complications, and associated costs in a language you can understand. The information must be provided clearly and respectfully.

2

Right to Records and Reports

You have the right to access your medical records, investigation reports, prescriptions, discharge summaries, and any other documents related to your care. You can request copies for personal records, second opinions, or insurance claims. Records are typically available within 24-72 hours of request.

3

Right to Emergency Medical Care

Per Supreme Court directives, hospitals cannot refuse emergency medical care due to inability to pay or any other discriminatory reason. Vivekananda Hospital's Emergency Department operates 24/7 for accidents, severe symptoms, and life-threatening conditions. Initial stabilisation is provided regardless of payment capacity.

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Right to Informed Consent

No treatment, procedure, surgery, or research participation can be undertaken without your free, informed, and voluntary consent. You must understand the diagnosis, recommended treatment, alternatives, risks, costs, and consequences of refusing treatment before consenting. Consent can be withdrawn at any time before the procedure begins.

5

Right to Confidentiality, Human Dignity, and Privacy

All your medical information, personal details, and health status are strictly confidential. You have the right to be examined and treated with privacy curtains/screens, female patients can request female chaperones, and your dignity is preserved throughout your care experience. Information is shared only with authorised personnel and your designated family members.

6

Right to Second Opinion

You have the right to seek a second medical opinion from any other qualified doctor - either within Vivekananda Hospital from another consultant or from any external doctor of your choice. The hospital will provide all your medical records to facilitate the second opinion. Seeking second opinions is encouraged for major treatment decisions.

7

Right to Transparency in Rates and Care

You have the right to know charges in advance for consultations, procedures, room categories, investigations, and other services. Itemised bills showing each charge separately are provided. Estimates for planned procedures are shared upfront. The hospital displays standard rates publicly and follows them consistently for all patients.

8

Right to Non-Discrimination

You have the right to receive medical care without any discrimination based on race, religion, caste, gender, gender identity, sexual orientation, age, disability, language, country of origin, HIV status, mental health condition, or social/economic background. Vivekananda Hospital is committed to equitable care for all patients.

9

Right to Safety and Quality Care

You have the right to receive medical care that meets currently accepted clinical standards, follows safety protocols, and is delivered in a hygienic environment. NABH accreditation ensures quality benchmarks. Hospital infection control, medication safety, identification protocols, and clinical pathway adherence protect your safety throughout your care.

10

Right to Choose Alternative Treatment Options

You have the right to be informed about all medically viable alternative treatment options, including their advantages, disadvantages, and outcomes. You can choose any treatment option that medical evidence supports, even if it differs from the doctor's primary recommendation. Your treatment choice will be respected within the bounds of medical ethics.

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Right to Choose Source for Medicines and Tests

You have the right to purchase prescribed medications from any pharmacy of your choice and conduct prescribed investigations at any qualified diagnostic centre. While hospital pharmacy and in-house diagnostics offer convenience, you are not obligated to use them. External test reports from accredited facilities are accepted.

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Right to Proper Referral and Transfer

If your condition requires care beyond what Vivekananda Hospital can provide, you have the right to a proper referral to an appropriate higher-level facility with complete medical records, clinical summary, and transfer coordination. The receiving hospital is informed of your condition. Transfer is organised in your best medical interest.

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Right to Protection in Clinical Trials

If you are invited to participate in any clinical trial or medical research, you have specific protections - voluntary informed consent, clear understanding of research purpose and procedures, right to withdraw at any time without penalty, ethical review committee approval, compensation for trial-related injury where applicable, and confidentiality of research data.

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Right to Protection in Biomedical Research

Patients participating in any biomedical or health-related research at the hospital are protected by Indian Council of Medical Research (ICMR) guidelines, ethics committee oversight, informed consent requirements, right to refuse or withdraw, confidentiality of research data, and publication of research results following ethical standards.

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Right to Take Discharge or Receive Body of Deceased

You have the right to take discharge from the hospital at any time, even against medical advice (with proper documentation of risks). In case of patient death, the body is released to family with all due dignity, proper documentation, and without delay or financial coercion. Hospital cannot detain a patient or body for unpaid bills.

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Right to Patient Education

You have the right to receive education and information about - your specific medical condition, self-care practices, lifestyle modifications, medication management, when to seek further medical help, prevention of complications, follow-up care needs, and community resources available. Patient education materials are provided in understandable language.

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Right to be Heard and Seek Redressal

You have the right to express concerns, raise grievances, file complaints about any aspect of your care, and receive timely response. Hospital grievance officer addresses concerns within defined timelines. For unresolved matters, you can escalate to Telangana State Medical Council, Consumer Disputes Redressal Forum, or other regulatory authorities. Filing a grievance does not affect your future care quality.

Vulnerable Patient Rights & Protections

Certain patient groups require additional protections due to their unique vulnerabilities. Vivekananda Hospital is committed to providing dignified, non-discriminatory care to all patients with specific accommodations and safeguards for vulnerable populations.

Children (Below 18 Years)

Parental or legal guardian consent for treatment, child-friendly communication, parents allowed to stay with paediatric patients, age-appropriate facilities, paediatric pain management, child protection from harm or abuse, mandatory reporting of suspected child abuse to authorities.

Elderly (60+ Years)

Priority queueing, wheelchair assistance, accommodation for hearing/vision impairment, family member presence during consultation, additional consultation time, geriatric medication review, fall prevention measures, comprehensive geriatric assessment, dignity-focused care led by Dr. Manisha (MRCP UK).

Persons with Disabilities

Accessible hospital infrastructure, accommodation for mobility needs, communication adaptations for hearing or speech impairments, sign language support where feasible, accessible medical equipment positioning, family member or attendant presence as needed, reasonable accommodations for cognitive disabilities, dignified care free from condescension.

Mental Health Patients

Per Mental Healthcare Act 2017 - dignity in treatment, confidentiality of mental health information, advance directive recognition, least restrictive treatment, right to refuse treatment except in defined emergencies, family involvement with patient consent, freedom from cruel and degrading treatment, right to legal aid.

LGBTQ+ Patients

Per NALSA judgment 2014 and subsequent rulings - non-discriminatory care, respect for self-identified gender identity, use of preferred name and pronouns, confidentiality of personal information, partner/chosen family acknowledgment in care decisions where legally permissible, freedom from stigma, judgment-free medical care.

Pregnant Women & New Mothers

Respectful maternity care, informed choice in delivery options, partner or family member presence during labour where permitted (LDR room), pain management options, breastfeeding support, privacy during examination, mental health screening for postpartum depression, comprehensive antenatal-postnatal care.

HIV/AIDS Patients

Per HIV/AIDS Act 2017 - confidentiality of HIV status, freedom from discrimination in treatment access, non-disclosure without informed consent, anti-stigma measures, equal quality of care, freedom from being denied treatment based on HIV status, comprehensive medical care for HIV-related conditions.

Patients with Terminal Illness

Access to palliative care, pain management focused on comfort, family involvement in decisions, advance directive recognition (post Common Cause judgment 2018), right to refuse aggressive futile treatment, dignified end-of-life care, spiritual and emotional support, family bereavement support after death.

End-of-Life Care Rights

Following the Supreme Court of India's landmark judgment in Common Cause v Union of India (2018), advance directives and the right to die with dignity are legally recognised in India. Vivekananda Hospital respects each patient's wishes regarding end-of-life care while operating within Indian legal framework.

Palliative Care

Access to comfort-focused care for patients with life-limiting illnesses. Pain management, symptom relief, emotional support, and quality-of-life improvement are prioritised over aggressive curative treatment when curative options are exhausted.

Pain Management

Effective pain assessment and management is a fundamental right. Opioid medications are appropriately prescribed for severe pain when medically indicated. No patient should suffer needless physical pain due to inadequate pain management.

Advance Directives

Legally recognised in India since 2018. Patients can document specific wishes about future medical care if they lose decision-making capacity - including refusal of life-sustaining treatment, ventilation, resuscitation, or artificial nutrition. Hospital respects valid advance directives.

Family Decision-Making

When patient cannot decide and no advance directive exists, designated family members make decisions in the patient's best interest, guided by patient's previously expressed values and wishes where known.

Refusal of Aggressive Treatment

Patients (or their legal representatives) have the right to refuse life-prolonging interventions when the prognosis is poor and treatment offers no meaningful benefit. Withdrawal of life-sustaining treatment in appropriate cases is legally permissible.

Spiritual & Emotional Support

Access to religious or spiritual counsel as per patient's faith tradition, presence of family during final hours, accommodation of cultural and religious end-of-life rituals, emotional support for patient and family throughout the dying process.

Dignified Care of Deceased

Body is treated with dignity and respect. Family is given private time with the deceased. Body is released to family promptly with proper documentation. Cultural and religious customs regarding the deceased are respected. Hospital does not detain body for unpaid bills.

Family Bereavement Support

Grief is acknowledged. Compassionate communication when delivering difficult news. Information about local bereavement support resources. Sensitive handling of practical matters like discharge documentation and final billing during family's grief.

Patient Responsibilities

Healthcare is a partnership between patients, families, and the medical team. While the hospital is committed to upholding your rights, certain responsibilities from patients support effective care delivery and the well-being of all patients in the hospital community.

1
Provide Accurate Information Share complete and honest information about your present and past health condition, current medications, allergies, and lifestyle factors. Withholding information affects diagnosis and treatment quality.
2
Read and Understand Forms Read all medical forms including consent forms thoroughly before signing. Ask questions about anything unclear. Do not sign forms you do not understand or disagree with.
3
Cooperate with Treatment Plan Follow the agreed treatment plan including medications, dietary advice, activity restrictions, and follow-up appointments. Inform the doctor if you cannot follow any aspect of the plan so adjustments can be made.
4
Observe Hospital Policies Follow hospital policies, procedures, safety rules, infection control protocols, masking requirements (when active), and any specific instructions from the medical team.
5
Make Timely Bill Payment Pay hospital bills as directed and within agreed timelines. Discuss financial constraints with billing department in advance. Insurance documents should be submitted promptly.
6
Respect Visiting Hours Adhere to visiting hours. Limit number of visitors as per hospital policy. Refrain from bringing children below 12 years to inpatient areas (unless medical necessity).
7
Show Consideration for Other Patients Respect the rights and recovery needs of other patients. Maintain reasonable noise levels. Avoid discussions that could disturb other patients. Give privacy in shared spaces.
8
Honest Documentation Do not request hospital staff to provide incorrect information, false certificates, false sick leave letters, or any misrepresentation. This is illegal and unethical.
9
Maintain Cleanliness Help keep the hospital environment clean. Do not litter. Use designated waste disposal. Support hospital infection control efforts. Cleanliness affects everyone's health.
10
Maintain Silence Maintain silence in clinical areas, ICU corridors, and consultation zones. Loud conversations, music, or phone calls disturb patient recovery and clinical work. Hospital is a healing environment.
11
Protect Hospital Property Treat hospital property with care. Do not damage equipment, furniture, or facilities. Damage caused by patient/family negligence may incur charges. Help preserve hospital resources for community benefit.
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Respect Hospital Staff Treat all hospital staff - doctors, nurses, technicians, reception, security, housekeeping - with courtesy and respect. Verbal abuse, threats, or violence against staff is unacceptable and may have legal consequences.

Grievance Redressal Procedure

If you have any concern, complaint, or grievance about any aspect of your care at Vivekananda Hospital, we encourage you to raise it through the proper channels. Filing a grievance does not affect your future care quality. Your feedback helps us improve our services.

Step 1 - Hospital Grievance Officer

For any concern, please first contact the Hospital Grievance Officer through the reception desk or by calling +91 72079 04418. We aim to acknowledge complaints within 24 hours and provide resolution within 7 working days for routine matters. For urgent matters, immediate attention is provided. Written complaints can be submitted at the reception or via email.

Contact: Hospital Reception, Vivekananda Hospital, 6-3-871/A, Greenlands Road, Beside CM Camp Office, Begumpet, Hyderabad 500016

Phone: +91 72079 04418

Step 2 - External Escalation (If Unresolved)

If your grievance is not resolved to your satisfaction at the hospital level, you have the right to escalate to external authorities including:

Telangana State Medical Council - For matters relating to professional conduct of doctors and medical practice standards.

Consumer Disputes Redressal Forum - For matters relating to deficiency in healthcare services under the Consumer Protection Act 2019.

Clinical Establishments Authority - For matters relating to hospital regulatory compliance and operational standards.

National Consumer Helpline - For general consumer grievances at 1800-11-4000 or via the National Consumer Helpline portal.

Vivekananda Hospital is committed to addressing every concern with seriousness and respect. We use grievances as opportunities to improve our services and patient experience. We assure you that filing a grievance will never affect the quality of care you or your family member receives.

Frequently Asked Questions - Patient Rights & Responsibilities

What are my rights as a patient at Vivekananda Hospital?
As a patient at Vivekananda Hospital, you have 17 fundamental rights aligned with the Charter of Patient Rights 2018 issued by the Ministry of Health & Family Welfare, Government of India. These include the right to information, right to records and reports, right to emergency medical care, right to informed consent, right to confidentiality and privacy, right to second opinion, right to transparency in rates, right to non-discrimination, right to safety and quality care, right to choose alternative treatment, right to choose source for medicines/tests, right to proper referral and transfer, right to protection in clinical trials, right to take discharge, right to patient education, right to be heard and seek redressal, and right to dignified end-of-life care.
How do I file a complaint or grievance at Vivekananda Hospital?
If you have a concern or grievance, please first contact the Hospital Grievance Officer through the reception desk at +91 72079 04418. We aim to acknowledge complaints within 24 hours and provide resolution within 7 working days for routine matters. For unresolved or serious matters, you can escalate to the Telangana State Medical Council, the local Consumer Disputes Redressal Forum, or the Clinical Establishments Authority. We respect your right to raise concerns and use feedback to improve our services.
Can I refuse treatment at the hospital?
Yes. You have the right to refuse any treatment, procedure, or medication recommended to you. Your decision must be informed - meaning you have been told about the diagnosis, recommended treatment, alternatives, risks of refusing, and likely outcomes. The hospital will document your refusal in writing for your protection. You can revise your decision at any time. For minors and patients unable to consent, the legal guardian makes decisions in the patient's best interest.
Can I get a second opinion?
Yes. You have the right to seek a second opinion from any other qualified medical professional, either within Vivekananda Hospital from another consultant, or from a doctor outside the hospital. The hospital will provide all your medical records, investigation reports, and treatment summaries to facilitate the second opinion. Seeking second opinions is your right and we encourage informed decision-making for major treatment choices.
Are my medical records confidential?
Yes. All information about your medical condition, diagnosis, treatment, and personal details is strictly confidential. We share your medical information only with - the medical team directly involved in your care, you (the patient) on request, your authorised family members, insurance providers for claim processing (with your consent), and statutory authorities only when legally required (court orders, notifiable diseases, public health emergencies). Hospital staff are bound by professional confidentiality and legal requirements.
How do I access my medical records?
You have the right to access your complete medical records. Request a copy at the hospital reception or call +91 72079 04418. Standard documents (consultation summaries, investigation reports, prescriptions) are typically available within 24 hours. Comprehensive medical records require written application and are typically available within 72 hours. Records are provided as physical copies, and digital copies where feasible. There may be a nominal copying charge as per hospital policy.
Are children given special consideration as patients?
Yes. Children below 18 years are considered vulnerable patients and receive special protections - parental or legal guardian consent required for treatment, child-friendly communication appropriate to age, parents/guardians can stay with paediatric patients, paediatric pain management, age-appropriate facilities, child protection from harm or abuse, special considerations in informed consent. Vivekananda Hospital follows national paediatric care standards and child welfare guidelines.
What rights do elderly patients have?
Elderly patients (60 years and above) at Vivekananda Hospital are recognised as vulnerable patients with specific rights - priority queueing in OPD, wheelchair assistance, accommodation for hearing or vision impairment, family member presence during consultation, additional consultation time, geriatric-specific medication review, fall prevention measures during hospital stay, dignity and respect in care delivery, accommodation of cultural and religious needs. Our Geriatric department led by Dr. Manisha (MRCP UK) specialises in elderly care.
Are there protections for LGBTQ+ patients?
Yes. Following the NALSA judgment (2014) and subsequent legal developments, Vivekananda Hospital provides non-discriminatory care to LGBTQ+ patients. This includes - respect for self-identified gender identity, use of preferred name and pronouns, confidentiality of personal information, partner/chosen family acknowledgment in care decisions where legally permissible, freedom from stigma, judgment-free medical care. We follow national medical guidelines and Supreme Court directives on LGBTQ+ patient rights.
What about end-of-life care decisions?
Patients at end-of-life have specific rights including - access to palliative care for pain and symptom management, dignified comfort-focused care, family involvement in decisions, right to refuse aggressive futile treatment, advance directives (legally recognised in India following the Common Cause v Union of India 2018 Supreme Court judgment), spiritual and emotional support, respectful handling of the deceased, family bereavement support. The hospital respects each patient's wishes regarding end-of-life care while remaining within Indian legal framework.
What is informed consent?
Informed consent means you have the right to receive complete information about - your medical condition and diagnosis, recommended treatment with details, alternative treatment options available, expected outcomes and benefits, potential risks and side effects, costs involved, what happens if you refuse treatment, name and qualifications of the treating doctor. You must understand this information in a language you comprehend, ask questions freely, and voluntarily agree before any procedure. Written consent is mandatory for surgeries and major procedures. You can withdraw consent at any time before treatment begins.
Will I be charged according to displayed rates?
Yes. You have the right to transparent billing as per displayed rates. Vivekananda Hospital displays charges for common procedures, consultations, room categories, and investigations. You can request itemised bills showing each charge separately. Estimates for planned procedures are provided in advance. For emergency treatment, charges follow standard hospital rates. If you find any discrepancy or need clarification on charges, contact the billing department at the hospital reception or call +91 72079 04418.
Can I choose where to buy my medicines or get tests done?
Yes. You have the right to choose any pharmacy to purchase prescribed medications, and any qualified diagnostic centre to get prescribed tests done. While hospital pharmacy and in-house diagnostics offer convenience and quality assurance, you are not obligated to use them. Bring external test reports for consultation as long as the tests are conducted at qualified, accredited facilities. The hospital provides clear prescriptions with generic medicine names where appropriate.
What if I cannot pay for emergency treatment?
Per the Supreme Court of India, hospitals cannot refuse emergency medical care due to inability to pay. Vivekananda Hospital provides initial emergency stabilisation regardless of payment capacity. Once stable, options for continued care include - government health schemes (CGHS, ESI, Arogyabhadratha), private insurance verification, structured payment plans, charity assistance for genuinely needy patients (subject to eligibility), or transfer to government hospitals for further care if appropriate. The right to emergency care is constitutionally protected.
What are my responsibilities as a patient?
As a patient, your responsibilities include - providing accurate and complete medical information, understanding consent forms before signing, cooperating with the agreed treatment plan, observing hospital policies and safety rules, paying bills as agreed, respecting visiting hours and visitor restrictions, respecting other patients and staff, not asking for incorrect documentation or certificates, maintaining hospital cleanliness, maintaining silence in clinical areas, and protecting hospital property. Mutual respect between patients, families, and hospital staff supports the best healthcare outcomes.

Questions about your patient rights?

Our hospital staff are committed to upholding your rights and addressing your concerns. Contact us anytime for clarifications.

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