Patient Charter: Your Rights and Responsibilities

This charter sets out what you can expect from SENSE Health as a patient or family member, and what we ask of you in return. It applies to inpatient, outpatient and home care.

Your rights as a patient

These follow the Charter of Patients' Rights published by India's Ministry of Health and Family Welfare and the National Human Rights Commission, and the requirements of the Karnataka Private Medical Establishments Act.

1. Information. You have the right to know the diagnosis, the proposed treatment and its likely results, risks and alternatives, and the name and role of each doctor and therapist treating you.
2. Records and reports. You have the right to copies of your case papers, investigation reports and discharge summary.
3. Emergency care. A doctor is on site 24 hours a day. In a medical emergency, stabilising care is given first; paperwork and payment follow.
4. Informed consent. No procedure, investigation or treatment with material risk is carried out without your consent, or that of your family where you cannot give it, after a plain explanation.
5. Confidentiality, dignity and privacy. Your medical information is shared only with those involved in your care, or as the law requires. Examinations and personal care are carried out with dignity and privacy.
6. Second opinion. You may seek a second opinion from any doctor of your choice, and we will provide the records needed for it.
7. Transparent charges. Before admission you receive a written package sheet listing what is included, what is charged separately and the payment terms, and you sign it only once it has been explained. Bills are itemised. Our schedule of charges is available at the reception.
8. No discrimination. Care is given regardless of illness, age, sex, religion, caste, language, disability or social standing.
9. Safety and quality. You have the right to care that follows accepted standards, in a clean and safe environment, from qualified staff.
10. Choice. You may choose where to buy medicines and where to have investigations done, provided quality and timing allow safe care, and you may choose an alternative treatment option after its risks are explained.
11. Referral and transfer. If you need a service we do not provide, we will explain the options and arrange a safe transfer, with your records.
12. Discharge. You may leave or take discharge at any time against medical advice after signing the relevant form. You will not be detained, and a deceased patient's body will not be withheld, over a payment dispute.
13. Complaints. You have the right to raise a complaint and to receive a written response (see below).
14. Your story and photographs. We publish a patient's story, photograph or video only with written consent, and remove it on request. See our editorial policy.

Your responsibilities

• Give accurate information about health history, medicines, allergies and previous treatment.
• Follow the agreed care plan, or tell the team if you cannot, so it can be changed safely.
• Treat staff, other patients and families with courtesy, and respect their privacy.
• Keep to the visiting arrangements that protect therapy and rest.
• Settle the charges agreed in the package sheet according to its terms, and tell us early if payment becomes difficult.
• Attend follow-up visits and continue the home programme after discharge.
• Do not photograph or record other patients or staff without their consent.

How to raise a concern or complaint

Speak to the nurse in charge or the duty doctor first; most concerns are resolved on the spot. If not, write to the hospital administration at listen@sensehealth.co.in or call +91 96633 34659 and ask for the administration. Every complaint is acknowledged and answered in writing. If you remain dissatisfied, you may approach the registration authority under the Karnataka Private Medical Establishments Act.

Emergency

If someone outside the hospital shows sudden stroke signs (face drooping, arm weakness, slurred speech) or has difficulty breathing, call 108 or 112. SENSE Health is a rehabilitation hospital and does not run an emergency department.