01Our promise#
Good care is a partnership. These rights apply to every patient at Lumi Hospital, and to the family member or caregiver you choose. They apply whatever your background, condition or ability to pay.
In an emergency, we start treatment first. We never ask for payment or a deposit before giving you emergency care.
02Your 17 rights#
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01
Information
To know your diagnosis, the tests and treatment proposed, and the possible complications, explained in a language you understand. To receive a written estimate of costs and to be told in writing if it changes. To know the name and role of everyone caring for you, and which doctor is responsible.
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02
Records and reports
To get copies of your case papers, records and reports: within 24 hours while admitted and within 72 hours after discharge, for a reasonable copying fee. Your family receives a discharge summary, or a death summary, with original investigation reports.
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03
Emergency care
To receive emergency care promptly, without being asked to pay or deposit money first.
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04
Informed consent
To be asked for your informed consent before any major test or treatment, such as surgery or chemotherapy, after its risks, benefits and alternatives have been explained to you.
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05
Confidentiality, dignity and privacy
To have your information kept confidential and shared only with your consent or where the law requires. Female patients have the right to have a female person present during a physical examination by a male practitioner.
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06
Second opinion
To seek a second opinion from a doctor of your choice. We will provide the records you need, without any change in the care you receive here.
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07
Transparency in rates
To see the rates for each service and facility, displayed at the hospital, and to receive an itemised bill with an explanation of every charge.
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08
Non-discrimination
To receive care without discrimination because of illness or condition (including HIV status), religion, caste, ethnicity, gender, age, sexual orientation, language, place of origin, or social or economic status.
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09
Safety and quality care
To be cared for in a clean, safe environment that follows infection-control practices and accepted standards of care, and to seek redress if you believe care was negligent.
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10
Choose treatment options
To choose between available treatment options after hearing about them, and to refuse treatment or leave against medical advice, after being told the consequences.
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11
Choose your pharmacy or lab
To buy prescribed medicines from any registered pharmacy, and to have tests done at any registered laboratory, of your choice.
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12
Proper referral and transfer
To continuity of care. If you need to move to another facility, you have the right to an explanation of why, and to a transfer arranged safely, with your records sent along.
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13
Protection in clinical trials
If you are invited into a clinical trial: to full information, to say no without affecting your care, to withdraw at any time, and to compensation for trial-related injury, as the law provides.
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14
Protection in research
To dignity, privacy and confidentiality if you take part in biomedical or health research, under national ethical guidelines.
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15
Discharge and release of the deceased
Not to be detained in the hospital because of a billing dispute. Likewise, the body of a patient who has died cannot be held back over payment.
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16
Patient education
To learn about your condition, healthy living, your rights and responsibilities, government health insurance schemes you may be eligible for, and how to raise a concern.
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17
To be heard and seek redress
To give feedback or complain, and to receive a registration number for your complaint and a written outcome within 15 days.
03Your responsibilities#
Following these helps our doctors and staff care for you, and for everyone else here.
- 01
Share complete, honest information about your health, medicines and history, so we can diagnose and treat you safely.
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Cooperate during examination, tests and treatment, and follow the plan you have agreed with your doctor, or tell us if you can't.
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Keep to appointment times, cooperate with staff and other patients, avoid disturbing others, and help keep the hospital clean.
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Respect the dignity of doctors and staff. Whatever the grievance, never resort to violence or damage property.
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Take responsibility for the choices you make about your treatment, including refusing it, once the consequences have been explained to you.
04Raising a concern#
If something isn't right, please tell us. Raising a concern will never affect your care.
Tell the team
Speak to the nurse in charge, the floor manager or the front desk. Many issues can be fixed on the spot.
Write to the Grievance Officer
Use the grievance form or write to grievance@lumihospital.in. You'll receive a reference number.
Escalate if needed
If you're not satisfied, you can approach the bodies listed on our grievance page.
- Acknowledgement with a reference number
- Within 2 working days
- Complaint about care or service: written outcome
- Within 15 days
- Copies of medical records
- 24 hours while admitted · 72 hours after discharge
05At the hospital#
As the KPME Act requires, this charter and our rate list are displayed at the hospital in Kannada and English. Copies are available at the front desk.
- KPME registration no.
- [to be provided by the hospital]
- Charter in Kannada
- [to be provided by the hospital]
- Rate list
- [to be provided by the hospital]
Sources: Charter of Patients' Rights and Responsibilities (NHRC, adopted by MoHFW, 2019); Karnataka Private Medical Establishments Act, 2007, section 11A and Schedule (as amended in 2017).
End of document · Lumi Hospital ·