Terms & Conditions

1. Acceptance of Terms & Institutional Identity

These Terms & Conditions govern the relationship between patients, attendants, visitors, and users of digital services with Sufia Healthcare Super Specialty Hospital (operated under Sufia Healthcare Pvt. Ltd. / Sufia Memorial Hospital), located at Hussaini More, Bindusar, Siwan, Bihar - 841277, India.

If you do not agree with any part of these terms, you are advised to seek clarification from our administrative grievance office prior to receiving non-emergency clinical services.

2. Medical Disclaimer & Emergency Situations

If you or a family member is experiencing an acute, life-threatening emergency (such as severe chest pain, acute respiratory distress, major trauma, stroke symptoms, or severe obstetric complications), please proceed immediately to our 24x7 Emergency & Trauma Care Unit at Hussaini More, Bindusar, Siwan, or call our emergency hotline directly: +91 120 4200 400.

3. Outpatient (OPD) Consultations & Booking Terms

Sufia Healthcare offers online and on-counter OPD appointment scheduling for specialist and super specialist doctors:

• Token System & Timings: While every effort is made to adhere to your reserved appointment slot, appointment times are indicative. Emergency surgeries, trauma resuscitations, or critical patient reviews may occasionally cause delays. We appreciate your patience and cooperation.
• Valid Identification: Patients must present a valid Government Photo ID (Aadhaar, Voter ID, Passport) and previous medical records/prescriptions at the reception desk during first-time registration.
• Validity of OPD Consultation: An OPD consultation fee covers the initial evaluation and one follow-up review within the specified departmental timeframe (typically 5 to 7 days), subject to individual department policy.

4. Cancellation, Rescheduling & Refund Policy

We maintain a transparent and patient-centric refund and rescheduling framework for advance appointment bookings:

• Patient-Initiated Rescheduling: You may reschedule an advance appointment without penalty up to 2 hours prior to the scheduled consultation window through our support desk (+91 9155099836).
• Cancellation & Refunds: If an appointment paid online is cancelled at least 3 hours prior to the slot, 100% of the consultation fee will be refunded back to the original payment source within 5 to 7 banking days.
• Hospital-Initiated Rescheduling: In the rare event of a doctor being called for an emergency trauma case or surgery, patients will be offered an immediate priority re-slotting with the same specialist or an alternative consultant of equivalent seniority, or a full refund upon request.
• No-Show Policy: Patients failing to report for their appointment without prior notice may not be eligible for an automated refund, but can request re-slotting at the enquiry counter within 24 hours.

5. Hospital Admissions (IPD) & Inpatient Rules

For admitted patients and their families, hospital rules are strictly enforced to preserve patient safety, infection control, and rapid recovery:

• Attendant Passes: Only one (1) designated attendant pass is issued for general/sharing rooms, and two (2) for private deluxe suites. Attendants must wear their badge visibly inside hospital premises at all times.
• Visiting Hours: General ward visiting hours are strictly 4:30 PM to 6:30 PM daily. Outside these hours, visitors are not permitted into clinical floors to avoid cross-infection.
• ICU / NICU / PICU Restrictions: Intensive care units are high-sterile environments. Only one immediate family member is permitted for a brief 5-minute visit during dedicated clinical reporting hours, subject to treating intensivist approval.
• Prohibited Items: Outside cooked food, flowers, live plants, heating appliances, and smoking or tobacco products of any kind are strictly forbidden on hospital premises.

6. Consent for Medical & Surgical Treatment

Prior to any surgical procedure, invasive investigation, blood transfusion, or high-risk anaesthesia, our doctors will explain the diagnosis, proposed treatment, expected benefits, and potential clinical risks. Treatment is administered only after obtaining written Informed Consent from the patient or authorized next-of-kin.

In extreme life-threatening circumstances where a patient is unconscious or unattended and immediate resuscitation is required, medical staff act under the principle of implied clinical necessity in accordance with Supreme Court guidelines and medical ethics.

7. Billing, Cashless Insurance & TPA Policies

Sufia Healthcare provides comprehensive transparency in all clinical billing:

• Estimates: Pre-admission financial estimates are approximations based on standard expected clinical trajectories. Complications, extended ICU stays, specialized implants, or additional investigations may vary final bills.
• TPA & Cashless Authorization: Cashless hospitalisation is subject to pre-authorisation and approval criteria established by your respective insurance company or TPA. The hospital does not dictate claim deductions or policy co-pays imposed by your insurer.
• Discharge Process: Discharge summary preparation and final bill settlement typically take 2 to 3 hours following the consultant's morning clearance round (or 3 to 4 hours in cashless TPA cases pending final insurer settlement).

8. Patient Rights & Responsibilities

In alignment with National Accreditation Board for Hospitals & Healthcare Providers (NABH) charters:

1. Patient Rights: Right to considerate, respectful care free from discrimination; right to full information about diagnosis and prognosis; right to privacy during clinical examinations; right to obtain clinical records; right to seek a second opinion.
2. Patient Responsibilities: Duty to provide accurate medical and medication history; duty to adhere to prescribed clinical instructions; duty to settle financial liabilities in a timely manner; duty to respect the privacy of other admitted patients.

9. Zero Tolerance Policy Against Violence & Abuse

Any such unlawful act is a non-bailable cognizable offence under the Bihar Medicare Service Persons and Medicare Service Institutions (Prevention of Violence and Damage to Property) Act and Indian criminal law, resulting in immediate police reporting and legal prosecution.

10. Limitation of Liability & Governing Law

These Terms & Conditions are governed by and construed in accordance with the laws of the Republic of India. Any legal proceedings or dispute arising out of or in connection with hospital services or website usage shall be subject to the exclusive jurisdiction of the competent courts in Siwan, Bihar, and the High Court of Judicature at Patna.

11. Hospital Helpdesk & Administrative Contact

For inquiries, feedback, or administrative support regarding these terms, please contact: