1. Introduction
Shanti Ratnam AYUSH Hospital (“Shanti Ratnam AYUSH Hospital”, “we”, “us”, “our” or “Hospital”) respects your privacy and is committed to protecting the personal information entrusted to us.
This Privacy Policy explains how we collect, receive, use, store, disclose and protect personal information when you:
- visit or use our website;
- contact us by phone, WhatsApp, email or other communication channels;
- submit an enquiry or appointment request;
- submit a form through Facebook, Instagram or other Meta platforms;
- register as a patient;
- seek consultation, treatment or other healthcare services from us;
- participate in our health camps, promotional activities or special offers; or
- otherwise interact with our Hospital.
We aim to process personal information only for lawful, specified and relevant purposes and in accordance with applicable law. Where consent is required by applicable law, we will obtain consent through an appropriate notice or consent mechanism.
2. Information We Collect
A. Contact Information
This may include:
- Full name
- Mobile/telephone number
- Email address
- Residential or correspondence address
- City/location
B. Appointment and Enquiry Information
This may include:
- Preferred appointment date or time
- Service or consultation requested
- Preferred method of communication
- Information provided in your enquiry
- Eligibility information relating to a particular promotional offer or health campaign
C. Healthcare and Patient Information
When you become a patient or voluntarily provide information for healthcare purposes, we may collect information such as:
- Medical history
- Present health concerns
- Symptoms and complaints
- Previous treatment information
- Consultation records
- Diagnosis and clinical assessment information
- Treatment and therapy records
- Prescription information
- Relevant reports or documents provided by you
- Other information reasonably necessary for providing healthcare services
You should provide only information that is relevant and necessary for the purpose for which it is requested.
D. Payment and Billing Information
Where applicable, we may collect information required for billing, payment processing, receipts, insurance/TPA processing, refunds, and financial and accounting records. Where payment is processed through a third-party payment service provider, payment information may be handled directly by that provider in accordance with its own privacy policy.
E. Information Collected Through Digital Platforms
If you contact us through Facebook, Instagram, WhatsApp or another third-party platform, we may receive information made available to us by that platform, subject to your settings and the platform's own policies. For example, a Meta Lead Form may provide us with information such as your name and phone number after you submit the form.
F. Technical Information
When you use our website, certain technical information may be collected automatically, where applicable, including IP address, browser type, device information, operating system, website usage information, pages visited, date and time of access, and cookies and similar technologies.
3. How We Use Your Information
We may process your personal information for lawful and specified purposes, including:
Healthcare and Patient Services
Registering patients; scheduling appointments; providing consultations and healthcare services; maintaining patient records; coordinating treatments and therapies; communicating treatment-related information; providing follow-up support; and managing Hospital services.
Enquiries and Appointments
Responding to enquiries; calling or messaging you regarding your request; confirming appointments; rescheduling or cancelling appointments; sending appointment reminders; and providing information requested by you.
Health Camps and Special Offers
Where you voluntarily submit your details in response to a campaign, advertisement, health camp or special offer, we may use the information to verify information relevant to the offer; contact you regarding the offer; explain eligibility and applicable terms; schedule an appointment; provide information about the relevant healthcare service; and follow up regarding your enquiry.
Administrative and Legal Purposes
Billing and accounting; insurance or TPA-related processes; maintaining business and healthcare records; complying with applicable laws and regulations; responding to lawful requests from authorities; preventing fraud, misuse or security incidents; protecting our patients, staff, Hospital and systems; and resolving complaints and disputes.
4. Legal Basis and Consent
We process personal information for lawful and specified purposes in accordance with applicable law.
Where consent is required, we will provide an appropriate notice explaining the personal information being collected and the purpose or purposes for which it will be processed.
You may choose not to provide information that is not necessary for a particular service. However, if certain information is necessary to provide a healthcare service, process an appointment, complete a transaction or comply with a legal requirement, failure to provide that information may affect our ability to provide the relevant service.
Where processing is based on consent, you may withdraw your consent through an appropriate method, subject to applicable law. Withdrawal of consent will not affect processing that was lawfully carried out before withdrawal and will not prevent processing where continued processing is otherwise permitted or required by law.
5. Marketing and Promotional Communications
If you voluntarily provide your contact information through an enquiry, advertisement, campaign, website form or other channel, we may contact you regarding your enquiry; your appointment; the service you requested; relevant health camps; Hospital services; and special offers or promotional campaigns, where permitted by applicable law.
Where required, we will provide an appropriate mechanism to opt out of promotional communications. You may request that we stop sending promotional communications by contacting us using the details provided in this Privacy Policy.
Even after opting out of promotional communications, we may continue to send essential service-related communications, such as appointment confirmations, treatment-related communications, billing information or other necessary administrative messages.
6. Meta / Facebook / Instagram Lead Forms
We may use advertising services provided by Meta Platforms, including Facebook and Instagram, to promote Hospital services, health camps and special offers.
When you submit a Lead Form through Facebook or Instagram, information that you voluntarily provide through that form may be shared with us by Meta. Depending on the form, this may include:
- Name
- Phone number
- Email address
- Appointment preference
- Information relating to your interest in the advertised service or offer
We use this information primarily to respond to your enquiry; contact you; explain the relevant offer or service; verify relevant eligibility information; and facilitate an appointment where requested.
Your interaction with Facebook and Instagram is also subject to Meta's own privacy policies and terms. We do not control how Meta processes information on its own platforms. You should review Meta's privacy information separately for information about its processing activities.
7. WhatsApp and Other Communication Platforms
We may communicate with patients and prospective patients through WhatsApp, telephone, SMS, email or other communication channels.
Information shared through third-party communication platforms may also be subject to the privacy policy and terms of the relevant platform.
You should avoid sending unnecessary sensitive personal or medical information through unsecured communication channels unless specifically requested or appropriate for the service.
For urgent medical concerns, electronic communication should not be relied upon as a substitute for appropriate medical care.
8. Sharing of Personal Information
We do not sell your personal information.
We may share or provide access to personal information where reasonably necessary for the purposes described in this Privacy Policy, including with:
A. Healthcare Professionals and Authorized Staff
Information may be accessed by doctors, therapists, nurses, administrative staff and other authorized personnel involved in providing or supporting your healthcare or Hospital services.
B. Service Providers
We may use trusted third-party service providers, where applicable, for services such as Hospital management systems, appointment management, IT and hosting services, data storage, communication services, payment processing, accounting, insurance/TPA processing, customer relationship management, website maintenance, and marketing or advertising technology. Such providers may process information on our behalf to the extent necessary for the services they provide.
C. Government or Regulatory Authorities
Information may be disclosed where required or permitted by applicable law, regulation, court order, government request or other lawful process.
D. Legal and Professional Advisors
Information may be shared where reasonably necessary with legal, accounting, auditing, compliance or professional advisors, subject to applicable confidentiality obligations.
E. Business Transactions
If the Hospital or its relevant business operations are involved in a merger, restructuring, acquisition, transfer or other business transaction, personal information may be transferred as part of that transaction, subject to applicable law and appropriate safeguards.
9. Data Security
We take reasonable technical, administrative and organizational measures designed to protect personal information against unauthorized access, loss, misuse, alteration, disclosure or destruction.
Depending on the nature of the information and the systems used, safeguards may include:
- Access controls
- Role-based access
- Password protection
- Secure information systems
- Controlled access to physical records
- Staff confidentiality requirements
- Reasonable monitoring and security procedures
- Appropriate backup and recovery measures
However, no electronic transmission or storage system can be guaranteed to be completely secure.
If we become aware of a personal data breach requiring notification under applicable law, we will take appropriate steps in accordance with applicable legal requirements.
10. Retention of Personal Information
We retain personal information only for as long as reasonably necessary for the purposes for which it was collected, including providing healthcare services; maintaining patient records; completing transactions; responding to enquiries; complying with legal, regulatory, accounting or reporting requirements; resolving disputes; and protecting our legal rights.
Patient and healthcare records may need to be retained for longer periods where required by applicable laws, professional requirements, medical record requirements, regulatory obligations, insurance/TPA requirements or legitimate legal purposes.
When information is no longer required and there is no legal or legitimate reason to retain it, we will take reasonable steps to delete, destroy or anonymize it, as appropriate.
11. Your Rights
Subject to applicable law, you may have rights regarding your personal information, which may include:
- Requesting information about the personal data being processed about you
- Requesting correction or updating of inaccurate or incomplete information
- Requesting deletion where applicable
- Withdrawing consent where processing is based on consent
- Requesting information about certain processing or sharing activities
- Raising a grievance regarding our processing of your personal information
- Exercising other rights available under applicable data protection law
Requests may be submitted using the contact details provided in the “Contact and Grievance Redressal” section below.
We may need to verify your identity before acting on a request in order to protect your information from unauthorized access.
Certain requests may be subject to legal, regulatory, contractual, healthcare-record or other applicable limitations.
12. Correction of Information
We request you to provide accurate and up-to-date information.
If you believe that information maintained by us is inaccurate or incomplete, you may contact us and request correction or updating, subject to applicable law.
We may ask for reasonable information to verify your identity before making changes.
13. Withdrawal of Consent
Where processing is based on your consent, you may contact us to withdraw that consent.
Withdrawal of consent does not automatically require us to delete information where retention or processing is necessary or permitted under applicable law, for example for healthcare records, legal obligations, accounting, dispute resolution, security or other lawful purposes.
Withdrawal of consent may also affect our ability to provide certain services where the relevant information is necessary for those services.
14. Children's Privacy
Our website and digital campaigns are not intended to independently collect personal information directly from children without appropriate involvement of a parent or lawful guardian.
Where healthcare services are provided to a minor, information may be collected from or provided by the parent, guardian or other legally authorized person, as applicable.
We will handle children's personal information in accordance with applicable law and any consent or verification requirements that may apply.
15. Cookies and Similar Technologies
Our website may use cookies and similar technologies to improve functionality, security, user experience, analytics and, where applicable, advertising performance.
Cookies may help us understand how visitors use our website and improve our services.
You may be able to control or disable cookies through your browser settings. Disabling certain cookies may affect website functionality.
Where third-party analytics or advertising technologies are used, those providers may process information according to their respective policies.
16. Third-Party Websites and Services
Our website, advertisements or communications may contain links to third-party websites, applications or services.
We are not responsible for the privacy practices, content or security of third-party websites or services.
We recommend reviewing the privacy policy of any third-party service before providing personal information.
17. Medical Information and Communications
Healthcare information is handled with appropriate confidentiality and used primarily for providing healthcare and related services.
Patients should be aware that ordinary email, SMS, WhatsApp and other electronic communication channels may involve risks outside the Hospital's direct control.
We recommend that patients do not send unnecessary medical records, identity documents or highly sensitive information through public or unsecured channels.
18. Accuracy of Information
You are responsible for ensuring that information provided to us is accurate, complete and current.
Providing incorrect or incomplete information may affect our ability to respond to an enquiry, process an appointment or provide appropriate healthcare services.
19. Data Transfers and Processing
Depending on the technology and service providers used by the Hospital, personal information may be processed or stored using systems operated by third-party providers.
Where such processing involves transfer or processing outside India, the Hospital will take steps as required by applicable law and contractual or organizational safeguards.
20. Grievance Redressal
If you have any concern regarding the collection, use, disclosure, security or handling of your personal information, you may contact the Hospital Administration using the details below.
Privacy / Grievance ContactShanti Ratnam AYUSH Hospital \u2013 Hospital AdministrationPostal Address: Lane No. 03, Neha Nagar, Makroniya, Sagar, Madhya Pradesh, Indiashantiratnam@gmail.com07582357300 / +91 8989927755We will review and respond to grievances within the period required under applicable law.
If you are dissatisfied with our response, you may have additional rights or remedies available under applicable law.
21. How to Submit a Privacy Request
For requests concerning your personal information, please contact us using the details above and include:
- Your full name
- Contact information
- Nature of your request
- Relevant details that will help us identify the information concerned
- Any supporting information reasonably required to verify your request
For security purposes, we may request reasonable identity verification before processing certain requests.
22. Changes to This Privacy Policy
We may update this Privacy Policy from time to time to reflect changes in our services; changes in technology; changes in our data processing practices; changes in applicable laws or regulations; or other operational or legal requirements.
The updated version will be published on our website with a revised “Last Updated” date.
We encourage you to periodically review this Privacy Policy.
23. Contact Us
Shanti Ratnam AYUSH HospitalShanti Ratnam AYUSH Institute of Indian Medicinal SciencesAddress: Lane No. 03, Neha Nagar, Makroniya, Sagar, Madhya Pradesh, Indiawww.shantiratnam.comshantiratnam@gmail.com07582357300 / +91 898992775524. Consent and Acknowledgement
When you voluntarily submit your personal information through our website, enquiry form, Facebook/Instagram Lead Form, WhatsApp or other digital channels, you acknowledge that:
- You have been provided information regarding the collection and use of your personal information.
- You understand the types of information that may be collected.
- You understand the purposes for which your information may be processed.
- You understand that your information may be processed by authorized personnel and service providers where reasonably necessary for the stated purposes.
- Where consent is required, you provide consent through the applicable consent mechanism.
- You may exercise applicable rights by contacting us using the details provided above.