Comprehensive Consultation & Advanced Care at Gleneagles Hospitals

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Comprehensive Consultation & Advanced Care

Gleneagles Hospitals offers comprehensive consultation and care in its Outpatient Department by expert doctors. Excellent diagnostic facilities, state-of-the-art consultation infrastructure and dedicated staff provide patients with a sensitive, understanding and advanced OPD clinic. Patients can book their appointments via the online booking engine on the website or contact us via our helpline numbers. Unless it is an emergency, we encourage patients to seek an appointment and arrive at the appointed hour. This allows us to serve you in a hassle-free manner - providing you with the best value for the time you spend with us.

For your first visit, please bring along with you:

Any previous medical records, diagnostic reports and any other relevant material.
A caregiver, preferably a close family member or relative.
An open mind & willingness to pursue treatment to regain your health.

At Gleneagles Hospitals, we believe that you as the patient and your caregivers must be at the heart of all your health-related decisions. We are facilitators and advisors and will work with you tirelessly to restore your health. It is our endeavour to see you in the pink of your health, at the earliest with the least possible inconvenience caused to your daily routine.

Admission Guide

Planning in advance and being well-prepared for admission can be a crucial differentiator in the outcome of your hospital stay. Emergencies, cannot be planned but for elective surgeries and procedures, we encourage each of our patients to: Plan the required stay in consultation with the doctors. Understand the procedures they ought to undergo while at the hospital. Be informed about the expected outcomes of the hospitalization Plan for the investigations, expenses & contingencies. Arrange for an emergency contact & caregiver Planning also involves, taking care of the insurance formalities, if any. And making provisions of leave/absence from work. We encourage our patients to ask enough questions of their doctors & other staff to fully understand every small detail & requirement of their hospitalization.

Surgical intervention is often necessitated to help a patient overcome sickness and resume normal activities. Surgeries could be emergency procedures or elective procedures. In the case of the former, the situation allows for little preparation. However, in latter cases, it is advised that patients be well-informed and well-prepared to ensure improved results. Preparation of surgery ought to involve the following, Detailed discussions with your doctors on the need for surgery. Complete understanding of the procedure and outcome. Undergoing relevant medical investigations for the surgery. Seeking insurance approval and/or arrangement of funds. Preparation for surgery also involves the mental readiness of a patient and in some cases the consent and approval of the immediate family. Discussions with doctors, counsellors & staff aid this process of preparation.

Admission Steps

Consultation with the specialist
Planning for treatment & hospitalisation
Agreeing on a treatment plan
Securing insurance approval
Undergoing pre-admission investigations
Arrival for admission

FAQ

What must I bring along for hospitalization?

The list of items to be brought for hospitalization at Gleneagles Hospitals includes - a health insurance card, medical records (current & previous), investigation reports and consultation/prescriptions from the OPD. Additionally, patients are also encouraged to bring some of their personal items such as glasses, hearing aids etc., but are advised to refrain from bringing expensive jewellery, watches and other such valuables. We encourage you to come light and only with the most essential items to make your stay easy & hassle-free.
What must I expect during the hospitalization?

Hospitalization is a time for you to receive treatment, rest and recuperate. Patients often consider only the first part and overlook the remaining two. The treatment could be clinical, investigative and may involve a small procedure or major surgery (depending upon the case). The major part of the hospitalization stay will be allocated to the treatment part. However, a vital component of your hospital stay is also to be able to rest & recuperate. Allowing the body sufficient rest from everyday stress is vital to the treatment course.
Can the patients have a care-giver and receive visitors?

At Gleneagles Hospitals, we encourage you to bring along one caregiver who is available with you at all times. This could be a close relative or family member or a personal friend. We understand that your health is important to your friends and loved ones and they would have the desire to visit you to know of your well-being. We allow visitors at designated hours, in a manner that is not disturbing to the other patients. Visitors may not be allowed for highly critical cases and patients in intensive care.
What is the expected outcome of hospitalization?

The expected outcome of hospitalization can and should be discussed with your respective doctor prior to admission. Each patient could have a different threshold limit to be relieved from the hospital. It is important to note that the end of hospitalization is not the end of the treatment cycle. You may require subsequent visits, medication and consultation to complete the overall treatment and overcome your sickness. The end of hospitalization simply means that you no longer require constant monitoring and can rest at home or undertake daily activities.
What is a Patient Relations Cell?

A Patient Relations Cell is tasked with ensuring that all our in-patients have an extremely friendly and hassle-free patient experience while at Gleneagles Hospitals. Our patients are provided with the best infrastructure, facilities and staff assistance to make their hospital stay pleasant. We hope to deliver the right treatment and value for patients and their family members. They can consult the Patient Cell for any queries or concerns, in case they are not adequately resolved by the nursing and/or clinical staff.
How do I connect with the Patient Relations Cell?

The patient relations cell at Gleneagles Hospitals is at the second level of the escalation matrix. The primary responsibility of taking care of all patient and/or caregiver concerns rests with the immediate nursing or clinical staff. We are confident that our dedicated nursing staff is adequately trained for all your concerns. However, it is possible that you may wish to speak to our Patient Relations Cell to escalate certain unresolved issues. Please speak to our Patient Relations Staff for the resolution of your queries.
What role does the Patient Relations Cell play in resolving disputes?

Firstly, we trust there will be little chance for you to be aggrieved at Gleneagles Hospitals. Our dedicated staff and tireless personnel will strive to ensure that you have a pleasant stay at the hospital. In case of any concerns, the Patient Relations Cell acts as a facilitator to arrive at a solution that is within the rules of the Hospital; meets the concerns of the patients; and does not infringe upon the rights of other patients and hospital staff.
What are the concerns that the Patient Relations Cell typically handles?
The following concerns are handled by the Patient Relations Cell:
- Concerns about your hospitalization.
- Questions on the Hospital policies.
- Questions on the services rendered at Gleneagles Hospitals.
- Any special needs of the patient and/or family members.
Additionally, the Patient Relations Cell will look into your concerns based on special considerations or special needs, based on the situation.

Going Home

No hospital stay, however comfortable, can match the comfort of your own home. We at Gleneagles Hospitals understand your desire to head home at the earliest possible. We factor in your eagerness to return to the comfort of your home against the need you may have to stay in the hospital for observation, treatment and/or a possible contingency. Rest & recuperation can be achieved at home, but in certain cases, it is important to have a sterile environment with constant observation for a few days. Before returning home you must also have a thorough understanding of the care that must be ensured at home and the subsequent visits you ought to undertake. A pre-discharge checklist provided herein gives you a brief snapshot of the things you must consider & complete. Please note, discharge from the hospital is neither the end of the treatment cycle nor a complete cure, it is an important milestone with a few more before you are fully healthy & well.

Pre Discharge Checklist

Discussion with the Doctor
Discuss the timing and viability of discharge. The doctor will help you understand the pros & cons (if any) and advice for discharge like
Post Discharge Treatment Plan
The doctor will also outline a post-discharge treatment plan including medication, investigations and visits to the hospital, if necessary.
Discharge Documentation
Please collect the relevant documentation and medical records such as reports, bills, prescriptions, case-history etc, for future reference.
Billing & Payments
Settle your bills and payments prior to the discharge. This could be either cashless settlement from insurance or cash payments by self.
Diet & Activity Restrictions
Prior to discharge have a clear understanding of the diet plan that you ought to stick to & the activities that you can carry out at home
Preparing Your Home
To support post-hospitalization, consider patient-friendly homes.

Billing Procedure & FAQs

All the billing at Gleneagles Hospitals is centrally administered by the Billing Department. The billing department works with the family, caregivers and/or the individual right from the pre-admission stage in ensuring that the billing can happen in a hassle-free and efficient manner. The team will take all possible measures to help the family understand the relevant costs and modes of payments, including insurance claims, to ensure there are no surprises eventually. The endeavour is to provide ailing individuals and/or family member convenience and comfort to concentrate on their well-being while leaving the financial paperwork for us.

Does Gleneagles Hospitals accept & facilitate cashless settlements?

Yes, Gleneagles Hospitals facilitates cashless settlements with all leading insurance providers with a dedicated help desk to guide you through the process. In case of a cashless settlement, there needs to be a pre-authorization letter that ought to be secured from the insurer with a final settlement arrived at the end of the treatment.
Is pre-authorization mandatory for cashless settlements?

Yes, there is a mandatory requirement of pre-authorization from the insurer in case of all elective surgeries, with a final settlement arrived at the end of the treatment. For emergency and accident cases the Billing Team will take a call on a case-by-case basis.
What modes of payment does Gleneagles Hospitals accept?

Gleneagles Hospitals accepts direct insurance payments in addition to cards and cash payments. Cash payments may be subjected to government regulations & limits in place at the time of payments. Patients and families must make adequate arrangements to ensure hassle-free treatment and discharge.
Is it mandatory for all billing procedures to be completed prior to discharge?

Yes. We advise you to clear all your pending dues prior to discharge. All discharge formalities are initiated only upon the receipt of the full and final settlement of all pending dues either directly or by an approval from the insurer.

Giving you choice and flexibility

Health Insurance & third-party assurance for health is one of the vital components of modern healthcare architecture. At Gleneagles Hospitals we understand certain procedures can be expensive and without the coverage of health insurance, it would be difficult to be met out of personal income. To ensure that each of our patients has a seamless and efficient approval mechanism, we work with a wide range of health insurance partners. This partnership allows patients to have a clear understanding of the coverage, the criteria to be eligible for the coverage and the quantum of coverage allowed. The insurers can trust us to provide accurate information, documentation and assistance in evaluating the patient’s needs and offering a transparent mechanism to approve and disburse claims. This creates an ecosystem for accurate and prompt settlement of claims resulting in overall improvement in patient experience.

Patient Rights & Responsibilities

At Gleneagles Hospitals, we strive to deliver the best of patient-care experience. This includes providing an environment of privacy, cleanliness and the highest standards of clinical care – which we believe is every patient’s rights. At the same time, hospitals are public spaces with various other patients and caregivers. This means each of our patients and caregivers have certain responsibilities that ought to fulfil to make everyone’s stay pleasant & hassle-free.

Personal Rights
- Right to Impartial Access to Care
- Right to Respect
- Right to Dignity
- Right to Privacy
- Right to Confidentiality
- Right to Safety
Clinical Rights
- Right to Information regarding the diagnosis and treatment.
- Right to know include information and consent before any research protocol is initiated.
- Right to know about the safe and effective use of medication and the potential side effects of the medication.
- Right to know about diet and nutrition.
- Right to know specific disease processes, complications and prevention strategies.
- Right to Safety.
Social Rights
- Right to know the Identity and professional status of the Care givers.
- Right to address any special preferences, spiritual and cultural needs.
- Right to Access to Communication with people outside the Hospital.
Financial Rights
- Right to know the information on the expected cost of the treatment.
- Right to consult with other Specialist(s) at His/Her own Expense.
- Right to Explanation for All Items in the Bill.
Information Rights
- Right to Informed Participation in Decision Involving His/her Care.
- Right to have access to his/her clinical records.
- Right to Refuse Treatment.
- Right to Explanation of the need for transfer elsewhere for Continuity of Care.
- Right to be informed of Hospital Rules & Regulations.
- Right to Information on How to File a Complaint.
Personal Responsibilities
- To actively participate in decisions regarding your health care.
- To be as accurate and complete as possible when you are asked for information about your medical history.
- To be honest and direct about everything that happens to you as a patient.
- To let your doctor or nurse know if you are concerned about treatment, or if you feel you cannot or will not allow for a certain treatment plan.
- To notify a doctor or nurse at once if you notice or think you notice a change in your health.
- To notify your doctor or nurse at once if you have any concerns about your hospital care.
- To follow your doctor’s advice and let your doctor determine your level of activity, diet and health care requirements.
- To ask promptly for clarification if you do not understand what is asked of you, or why it is asked.
Social Responsibilities
- To be considerate of other patients. (Noise and smoking can be irritating to other patients).
- To use hospital property and equipment only for their intended use.
- To follow the rules and regulations of the hospital.
- To keep your scheduled appointments or cancel them in advance if at all possible.
Financial Responsibilities
- To examine your bill and make payment arrangements.
Financial Rights
- Right to know the information on the expected cost of the treatment.
- Right to consult with other Specialist(s) at His/Her own Expense.
- Right to Explanation for All Items in the Bill.
Patient Do’s
- Be open and accurate about the description of symptoms.
- Participate and ask questions with specialists.
- Be willing to follow expert advice.
- Report any complications, and allegories immediately.
- Respect hospital staff and their instructions.
- Maintain hygiene and decorum.
- Take an active interest in your health.
Patient Don’ts
- Deviate from the treatment plan.
- Seek multiple diagnoses of the same problem at the same time.
- Hide information from the doctor.
- Self-medication.
- Deviate from dietary and other instructions.

Differently Abled

Gleneagles Hospitals fully understands the need for additional care for the specially abled and is committed to accommodating those special needs. We take it as our solemn responsibility to provide infrastructure and care for the specially-abled and all our facilities are built with this concern in mind. Our staff is also sensitive to the needs of the specially-abled.
We have special parking services for handicapped persons. These are available at all major entrances to the hospital while wheelchair support services are made available immediately. Patient rooms and the restrooms are appropriately serviced; with convenient navigation and ease of access are our guiding parameters in meeting the needs of specially-abled patients.
The staff at Gleneagles Hospitals is courteous, friendly and sensitive to all special abilities and needs. It is our fundamental credo to take a humane approach and treat everyone with a sense of equity while offering assistance based on needs. There is an extra effort made to ensure that the specially-abled are well understood to ensure effective diagnosis and pain management.

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