Privacy Policy

This policy applies to information collected through the Ayushman Surgicare website, our booking and enquiry forms, our telephone and messaging channels, and the clinical services delivered at our facilities and partner hospitals.

By using this website or engaging our services, you agree to the practices described here. If you do not agree, please discontinue use of the site and contact us before sharing any personal information.

We collect information in three ways: what you give us directly, what is generated during your care, and what is captured automatically when you browse the site.

• Identity and contact details — name, age, gender, phone number, email address and postal address.
• Appointment details — the speciality selected, preferred location, preferred time and the reason for your enquiry.
• Clinical information — symptoms, diagnoses, investigation reports, imaging, surgical notes, prescriptions and discharge summaries created during your treatment.
• Financial information — billing details, insurance policy and payer information, and instalment plan records where a no-cost EMI is arranged. Card and banking credentials are handled by our payment processors and never stored on our servers.
• Technical information — IP address, browser type, device type, referring page and pages visited, collected through cookies and similar technologies.

We use your information only for purposes connected with providing, improving and administering care.

• Scheduling consultations, confirming appointments and coordinating admissions and surgery.
• Delivering clinical care, including diagnosis, treatment planning and post-operative follow-up.
• Processing payments, raising invoices and settling insurance claims on your behalf.
• Responding to enquiries, complaints and requests for medical records.
• Sending appointment reminders and clinically relevant follow-up instructions.
• Meeting statutory, regulatory and accreditation obligations, including maintenance of medical records.
• Understanding aggregate site usage so we can improve navigation and content. This analysis uses de-identified data only.

Your medical record is created and maintained by your treating clinicians. Access within our organisation is restricted to the clinical and administrative staff directly involved in your care, and every access is logged.

You may request a copy of your medical record at any time. We will provide it within the timelines set by applicable medical records regulations, ordinarily within seventy-two hours of a written request.

We process personal information on the basis of your consent, the necessity of performing the services you have requested, our legitimate interest in operating a safe clinical practice, and our obligations under applicable law.

Consent for a surgical procedure is obtained separately and specifically, in writing, after the procedure, its alternatives and its risks have been explained to you. Consent to this privacy policy is not a substitute for clinical consent.

You may withdraw consent for non-essential processing, such as marketing communications, at any time without affecting your access to care.

We share personal information only where it is necessary, and only with parties bound by confidentiality obligations.

• Treating clinicians, surgeons, anaesthetists and partner hospitals involved in your care.
• Diagnostic laboratories and imaging centres processing your investigations.
• Insurers, third-party administrators and financing partners, where you have asked us to raise a claim or arrange an instalment plan.
• Service providers who host our systems, send our messages or process our payments, under written data-protection terms.
• Regulators, courts and law-enforcement authorities where disclosure is required by law or necessary to protect life.

We maintain administrative, physical and technical safeguards proportionate to the sensitivity of the information we hold.

• Encryption of data in transit using industry-standard transport security.
• Role-based access control, so staff see only what their role requires.
• Audit logging of access to electronic medical records.
• Physical security and restricted access for paper records.
• Periodic security reviews, staff confidentiality training and vendor due diligence.

No system is perfectly secure. If a breach affects your information and is likely to cause you harm, we will notify you and the relevant authority without undue delay.

Medical records are retained for the period required by applicable medical records regulations, which is ordinarily three years from the date of the last entry, and longer where a matter is under litigation or where the record relates to a minor.

Enquiry and marketing data is retained for twenty-four months from your last interaction with us, unless you ask us to delete it sooner. Financial records are retained for the period required by tax and accounting law.

Subject to applicable law and to our record-keeping obligations, you may exercise the following rights.

• Access — obtain confirmation of what we hold about you and a copy of it.
• Correction — have inaccurate or incomplete information rectified.
• Erasure — ask us to delete information we no longer have a lawful basis to keep.
• Withdrawal of consent — opt out of non-essential processing and marketing.
• Restriction and objection — ask us to pause certain processing while a concern is resolved.
• Grievance — escalate any concern to our Grievance Officer, who will respond within thirty days.

To exercise any of these rights, write to us using the contact details at the end of this policy. We may ask you to verify your identity before we act.

We use strictly necessary cookies to operate the site, and analytics cookies to understand how visitors use it. Analytics data is aggregated and does not identify you individually.

You can refuse or delete cookies through your browser settings. Blocking strictly necessary cookies may prevent parts of the site, including the booking form, from working correctly.

Our site may link to hospital partners, insurers, payment gateways and social media platforms. Those services operate under their own privacy policies, which we do not control. We encourage you to read them before sharing information.

We treat patients under the age of eighteen only with the consent of a parent or legal guardian. We do not knowingly collect information directly from children through this website. If you believe a child has provided information without guardian consent, contact us and we will delete it.

We may update this policy to reflect changes in our practices or in the law. The revised version will be posted here with a new effective date. Where a change materially affects your rights, we will notify you directly.