Patient Authorization, Consent & Terms and Conditions

I/We hereby voluntarily authorize Nova Care Hospital (“Nova Care”, “Hospital”, “we”, “us” or “our”), its doctors, nurses, healthcare professionals, diagnostic personnel and other authorized representatives to collect and process information provided by me/us for the purpose of providing healthcare and related services.

Such information may include my name, age, gender, contact details, address, medical history, symptoms, prescriptions, investigation reports, diagnostic records, treatment records, health information, payment information, insurance information and any other information voluntarily provided by me/us while using Nova Care Hospital’s services.

By submitting information through the Nova Care Hospital website, WhatsApp, telephone, physical forms or during a hospital visit, I/we confirm that the information provided is accurate to the best of my/our knowledge.

I/We understand that doctors and healthcare professionals may recommend examinations, diagnostic investigations, laboratory tests, imaging, medication, procedures, treatment or other medical services based on the patient's condition.

I/We authorize Nova Care Hospital and its authorized medical professionals to conduct such routine investigations, examinations and treatment as may reasonably be required for diagnosis and patient care.

Where a particular procedure, surgery, treatment or investigation requires separate informed consent under applicable medical practice or law, Nova Care Hospital may obtain additional consent before proceeding.

I/We understand that medical treatment involves professional judgment and that no doctor, healthcare professional or hospital can guarantee a particular medical outcome or result.

Appointment requests submitted through novahospitalcare.com, WhatsApp, telephone or other online channels are requests only and do not constitute a confirmed appointment until confirmation is provided by Nova Care Hospital.

Doctor availability, appointment timings and services may change depending on medical emergencies, operational requirements and availability of healthcare professionals.

Patients are requested to provide correct contact information so that the Hospital can communicate appointment confirmations, changes or other important information.

The Nova Care Hospital website, online enquiry forms, WhatsApp facility, appointment forms and other online communication channels should not be relied upon for immediate emergency medical assistance.

Patients experiencing a medical emergency should immediately contact Nova Care Hospital at +91 96542 60675, visit the nearest emergency department, or contact the appropriate emergency service.

Online messages may not be reviewed immediately.

Where a patient requests laboratory tests or diagnostic services through the website, WhatsApp or Hospital, I/we authorize Nova Care Hospital and its authorized diagnostic partners or professionals, where applicable, to collect and process the information and samples required for the requested tests.

Displayed test prices, report timelines and availability may be indicative and may change depending on the test, medical requirement, sample condition, collection location and operational circumstances.

The final amount, preparation instructions, fasting requirements, home-collection charges and expected report time may be communicated separately by Nova Care Hospital.

Diagnostic reports should be interpreted by an appropriately qualified healthcare professional and should not by themselves be treated as medical advice.

Home healthcare, doctor visits, nursing assistance, sample collection and other NovaCare\@Home services are subject to availability, service location, the patient's medical condition and the availability of appropriate healthcare professionals.

Submitting a home-care request does not guarantee acceptance or immediate availability.

Nova Care Hospital may recommend that a patient visit the Hospital or an emergency facility instead of receiving home care where the patient's condition requires hospital-based assessment or treatment.

Medicine orders, prescription uploads and pharmacy enquiries submitted through Nova Care Hospital's website or WhatsApp are subject to availability and applicable legal requirements.

Prescription medicines may only be supplied where a valid prescription is required and has been provided or verified.

Nova Care Hospital reserves the right to refuse or cancel the supply of any medicine where necessary for legal, medical, safety or availability reasons.

Patients are responsible for ensuring that prescriptions and other information submitted are genuine and accurate.

I/We agree to pay the applicable charges for consultations, investigations, procedures, medicines, home healthcare, diagnostic services and other services received from Nova Care Hospital.

Prices displayed on the website, where provided, may be indicative unless expressly stated otherwise.

The final payable amount may depend upon the actual services provided, medicines supplied, investigations undertaken, consumables used, doctor recommendations and other applicable charges.

Refunds, cancellations, billing adjustments and payment disputes shall be handled according to Nova Care Hospital's applicable policies and applicable law.

Nova Care Hospital may collect and process personal information where reasonably required to:

provide medical consultations, diagnosis, treatment and healthcare services;

create and maintain patient registration and medical records;

process appointments, home-care requests, laboratory bookings and pharmacy enquiries;

contact patients regarding appointments, reports, treatment, medicines or requested services;

process payments and maintain billing or accounting records;

respond to enquiries, complaints, requests and grievances;

maintain continuity of patient care;

improve healthcare services, patient experience and operational processes;

prevent fraud, misuse, security incidents or unauthorized activity;

comply with medical, regulatory, judicial, governmental or other legal requirements; and

perform other lawful purposes connected with the healthcare services requested by the patient.

Nova Care Hospital will process personal information in accordance with applicable Indian law, including applicable data-protection and healthcare requirements as and when they apply.

Nova Care Hospital may create and maintain physical and/or electronic medical records relating to consultations, investigations, prescriptions, diagnoses, treatment and other healthcare services received by the patient.

Medical records may be retained for the period required for patient care, continuity of treatment, legal compliance, regulatory requirements, dispute resolution, accounting or other legitimate purposes.

Patients may request access to eligible medical records in accordance with applicable Hospital policy and law.

Nova Care Hospital may disclose relevant patient information where reasonably necessary to authorized persons or organizations involved in providing healthcare or supporting services.

These may include treating doctors, nurses, diagnostic laboratories, hospitals, pharmacies, authorized healthcare professionals, technology or operational service providers, insurers where applicable, payment service providers and government or law-enforcement authorities where disclosure is legally required.

Only information reasonably necessary for the relevant purpose should be shared.

Nova Care Hospital does not authorize third parties to independently use patient information for unrelated purposes merely because they assist in delivering a Hospital service.

Nova Care Hospital will take reasonable administrative, technical and organizational measures to protect patient and personal information against unauthorized access, misuse, loss, alteration or disclosure.

However, no internet-based system, electronic communication method or data-storage system can be guaranteed to be completely secure.

Patients should avoid unnecessarily sharing highly sensitive medical or financial information through unsecured communication channels.

By providing a mobile number, WhatsApp number or email address to Nova Care Hospital, I/we consent to receiving communications relating to healthcare services requested by me/us.

These communications may include appointment confirmations, reminders, report information, medicine-order updates, home-care coordination, service notifications, payment-related communication and responses to enquiries.

Where promotional or informational communications are sent, patients may request that such communications be discontinued, subject to communications that are necessary for ongoing healthcare services or required by law.

Subject to applicable law and Hospital requirements, patients may request access to their personal information and may request correction or updating of inaccurate information.

Where legally available, patients may also request deletion or withdrawal of consent relating to certain processing activities.

However, Nova Care Hospital may retain medical, billing, legal or other records where retention is required for healthcare purposes, legal obligations, regulatory requirements, establishment or defence of legal claims, fraud prevention or other lawful reasons.

Withdrawal of consent may affect Nova Care Hospital's ability to provide services where the requested information is reasonably necessary for diagnosis, treatment, billing, patient identification or provision of the requested healthcare service.

Patients are responsible for providing complete and accurate information regarding their symptoms, medical history, allergies, existing illnesses, medicines, previous treatments and any other information that may reasonably affect their healthcare.

Patients should inform the treating doctor or Hospital staff if they do not understand any proposed investigation, medication, procedure or treatment.

Patients should follow medical instructions provided by their treating healthcare professional and promptly communicate any unexpected symptoms, adverse reactions or changes in their medical condition.

Where the patient is a minor or is otherwise legally or medically unable to provide valid consent, the parent, legal guardian or authorized representative providing information or accepting these terms represents that they are authorized to act on behalf of the patient.

Separate consent may be required for certain procedures or treatments.

The Nova Care Hospital website may contain links to external websites, maps, payment providers, social-media platforms or other third-party services.

Nova Care Hospital is not responsible for the privacy practices, availability, security, accuracy or content of independent third-party platforms.

Use of such platforms may also be governed by their own terms and privacy policies.

Information available on the Nova Care Hospital website is provided for general information and patient convenience.

Website content should not be considered a substitute for a personal medical consultation, diagnosis or treatment by a qualified healthcare professional.

Patients should not delay or discontinue professional medical treatment solely because of information available on the website.

Nova Care Hospital may update or modify these Terms, Consent and Authorization provisions where necessary because of changes in services, technology, operational practices or applicable law.

The latest version published on the Nova Care Hospital website will apply from its stated effective date.

Material changes may be communicated where required by applicable law.

These terms shall be governed by the laws applicable in India.

Subject to applicable law and any mandatory dispute-resolution requirements, disputes relating to Nova Care Hospital's services or these terms shall be subject to the jurisdiction of the competent courts and authorities having jurisdiction in Delhi.

For questions, privacy requests, corrections, complaints or grievances relating to Nova Care Hospital services or personal information, patients may contact:

NOVA CARE HOSPITAL

Phase 08, H No. G-118, Street No. 05

Shiv Vihar, Karawal Nagar

Delhi – 110094

Phone: +91 96542 60675

Email: [email protected]

By registering with Nova Care Hospital, booking an appointment, requesting laboratory or home healthcare services, ordering medicines, submitting information through the website, signing a patient form, or otherwise voluntarily providing information for receiving healthcare services, I/we acknowledge that I/we have read and understood the relevant terms and consent provisions.

I/We voluntarily authorize Nova Care Hospital to collect, use, store and process the information reasonably necessary to provide the healthcare and related services requested by me/us, subject to applicable law.

Where specific informed consent is legally or medically required for a particular investigation, procedure, surgery or treatment, this general authorization does not replace such specific consent.