Terms & Conditions
Please read these terms alongside your selected package before starting the service.
Get the application form1. Purpose Of The Service
Hospital Saathi (the “Service Provider”) provides hospital assistance and patient-support services to patients and their family members. In collaboration with participating hospitals, Hospital Saathi provides administrative and non-medical assistance only.
The purpose of the service is to reduce the administrative and logistical burden on the patient and/or their family members by assisting with hospital-related coordination, navigation, documentation, communication and other non-medical activities.
The Service Provider acts as an assistance and coordination partner to the patient/family and does not replace the hospital, doctors, nurses, insurance company, TPA, pharmacy, diagnostic department or any other healthcare professional or institution.
2. Services Included
Subject to the service package selected by the Patient/Patient Representative, the Service Provider may provide the following assistance:
2.1 Admission & Documentation Assistance
The Service Provider may assist the patient/family with:
Understanding the administrative admission process.
Assisting with completion of hospital forms and documentation.
Helping organize documents required for admission.
Navigating the patient/family to the appropriate hospital counters/departments.
Coordinating with relevant hospital administrative personnel for routine admission-related requirements.
Assisting the family in understanding the next administrative step in the admission process.
The Service Provider does not guarantee a particular admission time or completion time where such matters depend upon the hospital or other third parties.
2.2 Room / Bed Navigation Assistance
The Service Provider may:
Coordinate with the relevant hospital personnel regarding room/bed availability.
Assist the family in completing the administrative process for room allocation.
Help the patient/family navigate to the allocated room.
Coordinate routine administrative requirements associated with shifting or room-related processes.
The Service Provider does not control hospital bed availability, room allocation, admission decisions or bed approval.
The Service Provider does not guarantee that a room or bed will be made available within a particular period.
The Service Provider does not represent that it can obtain preferential, priority or accelerated bed allocation.
2.3 Inter-Department Coordination
The Service Provider may assist with coordination between the patient/family and relevant hospital departments for administrative and logistical purposes, including:
Collection and coordination of reports.
Communication regarding scheduled tests and procedures.
Navigation to different hospital departments.
Coordination regarding routine administrative requirements.
Assisting the family in understanding where and when they need to report.
Where appropriate, the Service Provider may follow up with the relevant hospital department regarding the status of an administrative task.
The Service Provider does not control the functioning, timelines, staffing or decisions of any hospital department.
2.4 Patient & Family Navigation
The Service Provider may assist the patient and/or family member with navigating:
Diagnostic departments
Radiology
Pathology
Pharmacy
Billing
Insurance/TPA desks
Admission/discharge counters
Doctor consultation areas
Other relevant hospital departments
Where permitted by the hospital and where operationally feasible, Service Provider personnel may accompany or guide the patient/family member.
The Service Provider does not provide medical transportation, nursing care or clinical assistance under these services.
3. Family Comfort Services
Depending upon the service package selected, the Service Provider may provide certain non-medical comfort services to the patient/family.
These may include:
3.1 Welcome Kit
A welcome kit may include items such as:
Anti-skid socks
Eye mask
Fruit bowl
Travel-sized toothbrush
Travel-sized toothpaste
Other basic comfort items as determined by the Service Provider.
The exact contents of the welcome kit may vary depending upon availability and the applicable service package.
The Service Provider may substitute an item with another item of reasonably similar nature where required. Only one pack is provided at the time of the admission and for 1 family member only.
3.2 Parking Assistance
Where applicable, the Service Provider may provide or facilitate parking vouchers or parking-related assistance depending on the type of service taken for how many days. Number of vouchers provided depends on the service provided.
The availability, validity and acceptance of parking vouchers are subject to the policies of the hospital and/or parking operator.
The Service Provider does not guarantee availability of parking spaces.
3.3 Lounge Access
The Patient/Patient Representative may receive access to the designated hospital lounge used by the Service Provider located within or associated with the hospital premises, subject to:
Applicable service package.
Lounge operating hours.
Seating capacity.
Hospital premises rules.
Reasonable usage guidelines.
Printing & Scanning of documents
The lounge may provide basic refreshments such as tea or coffee as included in the applicable service package and the type of package taken.
Lounge access is intended for the comfort of the patient/family and does not constitute medical, nursing, accommodation or emergency care. Lounge access is provided from 8am -8pm only. Any assistance post 8pm will be provided on the phone only through our authorized personnel till 11pm only.
The Service Provider reserves the right to regulate lounge usage to ensure availability and comfort for all eligible users.
4. Billing Assistance
The Service Provider may assist the patient/family with:
Navigating the hospital billing department.
Understanding the administrative billing process.
Coordinating the submission or collection of billing-related documents.
Following up on routine administrative requirements.
Assisting the family in understanding outstanding administrative steps prior to discharge.
The Service Provider does not determine hospital charges and has no authority to modify, waive or approve hospital bills unless expressly authorized by the hospital.
The patient/family remains responsible for payment of all hospital, doctor, pharmacy, diagnostic, insurance, TPA and other applicable charges. The service provider does not guarantee timely or earlier TPA clearance or any other charges which might be applicable by the patient and be charged during the time of admission or departure from the hospital.
5. Pharmacy Assistance
The Service Provider may assist the patient/family in navigating the hospital pharmacy and coordinating routine pharmacy-related requirements.
The Service Provider does not:
Prescribe medication.
Recommend medication.
Change medication.
Interpret prescriptions.
Substitute medicines.
Make clinical decisions.
Provide any discounts
All medication-related decisions remain solely with the treating doctor of the hospital and the patient/family.
6. Insurance & Tpa Assistance
The Service Provider may assist the patient/family with the administrative coordination of insurance and TPA-related processes, including:
Helping organize required documents.
Assisting with submission or movement of documents.
Coordinating communication with the relevant hospital insurance/TPA desk.
Following up regarding the administrative status of a request.
Helping the family understand the next administrative step.
Assisting with documentation required for discharge.
6.1 No Control Over Insurance or TPA Decisions
The Patient/Patient Representative expressly acknowledges that the Service Provider:
Does not approve insurance claims.
Does not approve cashless treatment.
Does not approve or authorize hospital beds.
Does not control TPA processing.
Does not control insurer decisions.
Does not determine the amount payable by the insurer.
Does not guarantee cashless approval.
Does not guarantee discharge within a particular period.
The Service Provider may coordinate and follow up with the relevant parties, but all insurance, TPA and authorization decisions remain with the applicable insurer, TPA and/or hospital.
7. Medical Document Management
The Service Provider may assist in collecting, organizing and digitizing medical and hospital-related documents provided or made available to it, including where applicable:
Investigation reports
Diagnostic reports
Prescriptions
Discharge summaries
Bills
Insurance-related documents
Other hospital documents
The Service Provider may create a digital repository of such documents for the patient/family.
The Service Provider's role is limited to document organization and access assistance.
The Service Provider does not independently verify, interpret, diagnose or provide medical opinions based on the documents.
The patient/family should rely upon the treating doctor and qualified healthcare professionals for medical interpretation and decisions.
8. Live Whatsapp Task Tracker
To provide transparency, the Service Provider may provide the Patient/Patient Representative with a WhatsApp-based task tracker or other digital communication channel.
The tracker may include updates regarding:
Tasks initiated
Tasks completed
Tasks pending
Department follow-ups
Documents collected
Administrative actions
Next steps
Relevant status updates
The purpose of the tracker is to provide visibility into the administrative assistance being provided.
The tracker should not be interpreted as a medical monitoring system, emergency communication system or substitute for communication with doctors or hospital staff.
Response times may vary depending on hospital operations, department availability, third-party response times and other circumstances outside the Service Provider's control.
9. Discharge & Exit Assistance
At the time of discharge, the Service Provider may assist with:
Coordination with the billing department.
Coordination with the insurance/TPA desk.
Collection and organization of relevant documents.
Assistance with pharmacy-related requirements.
Navigation of discharge procedures.
Coordination of the patient's movement towards the hospital exit.
Assistance with obtaining or facilitating a gate/exit pass, where applicable.
The Service Provider does not have authority to independently approve or authorize discharge.
Final discharge decisions remain with the treating doctor and hospital.
10. Service Provider'S Role
The Service Provider is an administrative, logistical and patient-navigation support service.
The Service Provider's personnel are not acting as:
Doctors
Nurses
Medical practitioners
Insurance companies
TPAs
Hospital employees, unless separately and expressly contracted as such
Emergency medical personnel
The Service Provider does not provide medical diagnosis, treatment, clinical advice or medical decision-making.
11. No Guarantee Of Hospital Or Third-Party Outcomes
The Patient/Patient Representative acknowledges that several aspects of the hospital journey are controlled by independent third parties.
These may include:
Bed availability
Room allocation
Doctor availability
Appointment availability
Diagnostic report timelines
Laboratory processing
Pharmacy availability
Insurance authorization
TPA approval
Cashless approval
Billing timelines
Discharge authorization
Hospital policies
Emergency situations
The Service Provider may coordinate, follow up and assist with such matters but cannot guarantee their outcome or timing.
The Service Provider does not claim to accelerate, influence, guarantee or bypass any hospital, insurer or TPA approval process.
12. Patient Responsibilities
The Patient/Patient Representative agrees to:
Provide accurate information and documentation.
Provide necessary authorizations where required.
Make timely payments to the hospital and other service providers.
Provide required insurance information.
Respond to requests for information or signatures.
Follow hospital rules and policies.
Follow medical instructions provided by qualified healthcare professionals.
Inform the Service Provider of any relevant change in circumstances.
The Service Provider shall not be responsible for delays caused by inaccurate, incomplete or delayed information supplied by the Patient/Patient Representative.
13. Authorization To Coordinate
The Patient/Patient Representative authorizes the Service Provider, to the extent permitted by applicable law and hospital policy, to assist in communicating with relevant hospital departments and coordinating administrative matters relating to the patient's hospital journey.
Such authorization does not permit the Service Provider to:
Make medical decisions.
Consent to medical treatment on behalf of the patient.
Alter medical records.
Approve or reject treatment.
Approve financial obligations on behalf of the patient.
Represent itself as the patient.
Make insurance decisions on behalf of the patient unless separately authorized.
Any consent legally required from the patient or authorized representative shall remain the responsibility of the patient/authorized representative.
14. Privacy & Confidentiality
The Service Provider may receive or handle personal, contact, identification, financial, insurance and medical information for the purpose of providing the agreed services.
The Service Provider shall use such information only for legitimate purposes connected with providing the services and shall take reasonable measures to protect such information from unauthorized access, disclosure, loss or misuse.
Where applicable, information may need to be shared with hospital personnel, insurance/TPA personnel, diagnostic providers, pharmacy personnel or other authorized parties for the purpose of completing the requested administrative service.
The Service Provider will handle personal and health-related information in accordance with applicable Indian laws and regulations.
The Patient/Patient Representative consents to the reasonable processing and sharing of information required for providing the services.
15. Whatsapp & Digital Communication
The Patient/Patient Representative acknowledges that service updates may be communicated through WhatsApp, telephone, SMS, email or other digital communication channels.
The Patient/Patient Representative is responsible for ensuring that the mobile number provided to the Service Provider is correct and accessible.
The Service Provider shall not be responsible for delays caused by:
Internet connectivity issues
WhatsApp/platform outages
Incorrect contact information
Mobile network failure
Device-related issues
Other third-party technology failures
16. Payment
The applicable service fee shall be communicated to the Patient/Patient Representative prior to commencement of the service.
Payment shall be made through UPI/ NEFT Transfer only. Upon confirmation bill will be generated and provided to you either digitally or a physically. Services will commence only when the payment has been credited to us.
Hospital charges, doctor fees, diagnostic charges, pharmacy charges, insurance-related payments, parking charges and other third-party charges are separate from the Service Provider's service fee unless expressly stated otherwise and or depending on the service taken.
17. Cancellation & Refund
Cancellation and refund shall be governed by the applicable service package and the cancellation policy communicated to the Patient/Patient Representative at the time of purchase. Any refund if any will take 7 working days from the time of confirmation of the refund over email.
Where services have already been substantially provided, the Service Provider will retain 50% of the service fee for services rendered and costs incurred, subject to applicable law. Courts of New Delhi are applicable only for any legal proceedings.
18. Limitation Of Responsibility
The Service Provider shall exercise reasonable care in providing its assistance and coordination services.
However, the Service Provider shall not be responsible for delays, losses, costs or outcomes arising primarily from circumstances outside its reasonable control, including:
Hospital delays
Emergency situations
Doctor availability
Bed shortages
Insurance/TPA decisions
Hospital billing decisions
Diagnostic delays
Pharmacy availability
Technical failures
Acts or omissions of third parties
Incorrect information provided by the patient/family
Government or regulatory actions
Force majeure events
Nothing in this Agreement shall exclude or limit any liability that cannot legally be excluded or limited under applicable law.
19. Emergency Situations
The Service Provider is not an emergency medical service.
In the event of a medical emergency, the patient/family must immediately contact the hospital's emergency/clinical team or appropriate emergency medical services.
The Service Provider may assist with navigation or communication where reasonably possible, but such assistance shall not replace immediate medical intervention.
20. No Medical Advice
Nothing provided by the Service Provider, its employees or representatives shall be construed as medical advice, diagnosis, treatment recommendation or clinical opinion.
All medical decisions shall remain with the patient, the patient's authorized representative and qualified healthcare professionals.
21. Service Availability
Services shall be provided during the operating hours and within the service coverage specified for the applicable package.
Certain services may be subject to hospital operating hours, staff availability, hospital policies and other operational limitations.
The Service Provider may modify the method of delivering a service where reasonably necessary, provided the overall nature of the agreed service is maintained.
22. Hospital Policies
The Patient/Patient Representative agrees to comply with all applicable hospital rules, security requirements, visitor policies, infection-control requirements and other regulations applicable within the hospital premises.
The Service Provider's personnel shall also comply with applicable hospital policies.
Where a conflict exists between the Service Provider's operational process and a mandatory hospital policy, the hospital policy shall prevail within the hospital premises.
23. Feedback & Service Quality
The Patient/Patient Representative may provide feedback regarding the services through the Service Provider's designated feedback mechanism.
The Service Provider may use anonymized and aggregated service information for internal quality improvement, service development and operational analysis, subject to applicable privacy requirements.
24. Acceptance
By signing this Agreement or electronically accepting the applicable service terms, the Patient/Patient Representative confirms that:
The services and their scope have been explained.
The Service Provider's role as an administrative and patient-navigation assistance service is understood.
The Service Provider does not control hospital, doctor, insurer or TPA decisions.
No guarantee has been provided regarding bed allocation, insurance approval, TPA approval, discharge timing or other third-party decisions.
The Patient/Patient Representative understands the responsibilities set out in this Agreement.
The Patient/Patient Representative consents to the processing and sharing of information reasonably required to provide the agreed services.
The Patient/Patient Representative agrees to the applicable service fee and payment terms.