A.General Guidelines 

 

1a. Admission Guidelines  

The hospital reserves the right to deny admission to any patient or visitor.  Select your room and inform the Admission & Billing Department. If your preferred room is unavailable, submit a written request. Upon arrival, make necessary deposits. Bring all required documents, medical reports, and current medications. 

 

1b. Emergency Admissions

 1. Arrival and Triage (Upon arrival, the patient is assessed by our medical team in the Casualty/Trauma Care Unit. Based on the severity of the condition, priority is given to those in critical need of immediate medical attention.)

 

2. Registration: Basic details of the patient are collected for registration. If the patient is unable to provide details, a family member or caretaker can assist.

 

3. Initial Treatment: Life-saving procedures and stabilisation efforts are initiated promptly by our 24×7 emergency team, including doctors and nurses trained in trauma care.

 

4. Diagnostic Tests: Necessary investigations such as blood tests, X-rays, ECG, or scans may be conducted immediately to assist in diagnosis and treatment planning.

 

5. Admission Decision: Based on the patient's condition, the attending physician will decide whether the patient requires admission to the hospital. If required, the patient will be admitted to the appropriate unit such as ICU, NICU, or regular inpatient rooms.

 

6. Documentation and Consent: For admissions, a consent form is signed by the patient or the next of kin. All necessary documents such as insurance papers or identity proofs are submitted at this stage.

 

7. Cashless and Insurance Procedures: If applicable, cashless hospitalisation under our empanelled insurance providers can be initiated. Our team assists with the documentation for insurance claims.

 

8. Continued Care: Once admitted, the patient will receive ongoing care from our multidisciplinary team based on the specific medical requirements. Regular updates are provided to the family about the patient's condition.

 

Our team ensures a smooth and efficient emergency admission process to prioritise patient safety and care.

 

 

2.Bed Charges & Allocation  

 Bed charges are calculated from 10:00 am to 10:00 am and not on a 24 hour basis, regardless of admission time.  Reservation does not guarantee your preferred bed choice.  Patients must vacate the bed after settling the final bill. Patients admitted before 4 am will be charged for two days even though the admission date will be same date

 

3.Payment Methods  

Accepted payments: Cash, Credit/Debit Cards, GPay, and PayTM. A reservation deposit is required within 24 hours of booking or one day before admission. We do not accept Cheques.

 

 

4a.Final Bill & Discharge  

Final bills are based on services and admission class after settlement. Billing staff prepares the final bill and hands it to the patient. Thereafter nurses do the discharge formalities. Discharge is authorised by the doctor based on medical evaluation. Billing operates 24/7, including Sundays and holidays.  

 

4b.Post-Discharge We offer home care services, follow-up consultations, rehabilitation programs, and guidance on medications. Patients can also access teleconsultations, and we provide support for arranging necessary medical equipment and nursing care at home if needed.

 

5.Patient Privacy: Respect patient privacy at all times. Please avoid unnecessary noise or disruptions. Refrain from taking photos or videos without permission from hospital authorities.

 

6.Day-Care: Available for procedures that do not require an overnight stay, operational from 7:00 am to 8:00 pm.

 

7. Emergency Protocols: In case of an emergency, follow the hospital staff's instructions promptly. Kindly make way for patients requiring immediate medical attention.

 

8.Surgery Confirmation & Cancellation : Confirm the surgery date with your consultant, and ensure that the operation theatre (OT) allotment is secured. Only the consultant or surgeon can cancel or postpone a surgery 

 

9.Pharmacy Policy: All medicines required for inpatients are provided by the hospital. Outside medicines are not permitted.

 

10.ICU Transfers: Before transferring to the ICU, vacate the previous room/bed.

 

11.Transfer Policy: In some cases, patients may be transferred to another facility due to administrative reasons or non-payment.

 

12.Visitor Guidelines: Visitors are encouraged to limit their numbers and noise levels. 

 

13.General Visiting Hours: Daily: 10:00 am – 12:00 pm and 5:00 pm – 7:00 pm . Only immediate family members are allowed to visit patients in the ICU and NICU. Only 2 visitors are allowed per patient at a time.  Children under 12 years are not allowed in patient areas, except under special circumstances. Visitors with fever, cold, cough, or any contagious illness are requested to refrain from visiting.

 

14.Personal Belongings: Safeguard personal valuables; the hospital is not responsible for any loss. We recommend not bringing valuables  as the hospital is not responsible for lost items. 

 

15.Nurse Responsibilities: The nurse will complete discharge formalities, including IV line removal, providing the discharge summary, and offering post-discharge instructions.

 

16.Feedback: Patients are encouraged to fill the Google Review the link of which is provided on their mobile 

 

17.Parking: Two wheeler  parking is available at the back of the hospital. Please follow parking instructions provided by security staff.Four wheelers need to be parked outside the hospital premises.Parking is at own risk & hospital is not responsible for any loss or damage to vehicle

  

 

B.Insurance & Cashless Billing Guidelines

 

   At Shree Kkasturi Medicare Pvt. Ltd., we offer cashless services (Link) for both planned and emergency treatments, facilitating a hassle-free experience for patients covered by insurance providers and Third-Party Administrators (TPAs). Below are the key steps and guidelines for availing cashless hospitalisation:

 

 1. Insurance Card & ID Submission : Patients must provide a valid insurance card along with a government-issued ID like Aadhar Card, Pan Card, Driving License during admission for verification purposes. This is essential for processing claims through the insurance provider.

 

 2. Pre-Authorization for Planned Treatments : For scheduled or planned treatments, patients need to submit a pre-authorization form from their insurance provider before undergoing the treatment. This pre-authorization ensures that the treatment costs are approved by the insurer in advance.

 

 3. Emergency Treatment Authorization : In emergency situations, the pre-authorization request will be sent to your insurance provider after admission. During emergencies, patients can begin treatment immediately, and the hospital will handle coordination with the insurer for approval post-admission.

 

 4. Coverage Limitations : Diagnostic tests, therapeutic procedures, or medications purchased outside the hospital premises are not covered under the cashless facility. However, these expenses can be reimbursed by submitting receipts to the insurance provider.

 

 5. Final Bill Settlement with Insurer : The hospital will settle the final bill directly with the insurance provider. However, any expenses not covered by the insurance, such as registration fees, certain consumables, or other exclusions, must be paid by the patient at the time of discharge.Denial of claims due to wrong/false information provided by patient/relatives will be liable to payment to hospital of the entire Bill amount 

 

 6. Documentation for Claims : Essential documents such as medical reports, detailed bills, and discharge summaries are required for processing the insurance claim. Our dedicated billing team will assist in submitting these documents to the insurance company or TPA.

 

 7. Discharge & Insurance Approval : On the day of discharge, once the necessary documents have been sent to the insurance provider or TPA, it usually takes up to 4 hours to receive approval. Patients will be discharged only after receiving the final approval from the insurer.

 

 8. Refundable Deposit : Patients are required to pay a refundable deposit amounting to 10% of the total bill at the time of admission. Any deductions made by the TPA from the claim will be subtracted from this deposit. The remaining balance will be refunded after the claim settlement, which may take a minimum of 30 days.

 

 9. Payment of Outstanding Balance : Any charges not covered by the insurance policy, including non-medical items and class-based billing differences, must be settled by the patient before discharge. These amounts will not be adjusted against the security deposit.

 

 10. Discharge Against Medical Advice : Patients choosing to take a Discharge Against Medical Advice (DAMA) will not be eligible for the cashless facility and will need to pay the total bill directly.

 

 11. Reimbursement Support : For those opting for reimbursement instead of the cashless facility, our hospital provides comprehensive support to ensure patients have all the necessary documents to process their claims smoothly with their insurance provider.

 

 12. Room Eligibility : For information on room eligibility and any specific criteria under your insurance policy, it is advised to consult your insurance agent or review the terms and conditions of your policy.

 

 13. Delay in Approval : Please note that there may be delays in receiving approval from the insurance provider on public holidays or Sundays, and patients may experience a longer wait for discharge on these days.

 

 14. Refund Policy: Refunds are processed via NEFT Patients will be notified when the refund is ready and will need to present a valid ID and settlement slip to collect it.