1. Scope of this Privacy Policy
This policy applies to personal information handled by The Lifeplus Hospital through its website, online appointment and enquiry forms, telephone and WhatsApp communications, digital advertising lead forms, hospital registration and appointment systems, and other patient-facing digital services operated by or on behalf of the hospital.
By voluntarily providing information to us or using our services, you acknowledge that your information may be handled as described in this policy, subject to applicable Indian law.
2. Information we may collect
Depending on how you interact with us, we may collect information such as:
- Contact information: name, mobile number, telephone number, email address and postal address.
- Demographic information: age or date of birth, gender, location and other information relevant to care or appointment scheduling.
- Appointment and service information: appointment history, enquiry details, selected department, treating doctor, requested service and communication history.
- Medical and health information: symptoms, medical history, menstrual or pregnancy-related information, prescriptions, diagnostic reports, treatment information and other health details you provide to us.
- Insurance and billing information: insurance details, payment or billing information where required for services.
- Website and device information: IP address, browser type, device type, operating system, pages visited, referral source and similar technical information.
- Information you voluntarily submit: information shared through forms, calls, WhatsApp, email, social media lead forms, feedback or other communications.
3. How we may use your information
We may use personal information for legitimate healthcare, operational and communication purposes, including to:
- respond to enquiries and schedule or manage appointments;
- provide healthcare services, clinical evaluation, treatment and follow-up;
- maintain patient and medical records;
- communicate appointment reminders, service information and care-related instructions;
- process billing, insurance or payment-related activities where applicable;
- improve our website, patient experience, service quality and internal operations;
- detect misuse, fraud, security incidents or technical problems;
- comply with legal, regulatory, professional or court requirements; and
- send marketing or informational communications where permitted and where appropriate choices or consent have been obtained.
4. Medical and sensitive information
Healthcare information can be sensitive. We aim to collect only information that is reasonably necessary for the relevant healthcare, appointment, billing, communication or operational purpose.
Medical information you share through an online form or WhatsApp enquiry may be reviewed by authorised hospital staff or healthcare professionals to help respond to your request. Online communication should not be used as a substitute for emergency medical care.
7. Digital advertising, Meta/Google campaigns and lead forms
We may advertise hospital services through platforms such as Google, Meta or other digital channels. If you submit an enquiry through an advertisement or lead form, the information you provide may be transmitted to us by that platform and used to respond to your enquiry, schedule a consultation and measure campaign performance.
Advertising platforms may independently process device, cookie or account data under their own privacy policies. We encourage you to review the privacy settings and policies of the relevant platform.
8. Confidentiality and security
We take reasonable administrative, technical and organisational precautions designed to protect personal information against unauthorised access, misuse, alteration, loss or disclosure. Access to patient or personal information should be limited to authorised personnel and service providers who need it for legitimate purposes.
No internet, email, messaging or storage system can be guaranteed to be completely secure. Users should therefore exercise care when sending highly sensitive information through open digital channels.
9. How long we keep information
We may retain personal information for as long as reasonably required for the purpose for which it was collected, to provide healthcare services, maintain medical or financial records, resolve disputes, comply with legal obligations, or meet professional and regulatory requirements.
Where information is no longer required, we may securely delete, anonymise or archive it in accordance with applicable law and hospital policy.
10. Your choices and privacy rights
Subject to applicable law and the nature of the information involved, you may contact us to request correction of inaccurate contact details, ask questions about how your information is used, withdraw consent where processing is based on consent, or raise a privacy grievance.
Certain medical records cannot always be deleted immediately because hospitals may be legally or professionally required to preserve them for specified periods.
11. Children and minors
Where healthcare services relate to a child or minor, information may be provided by or handled in coordination with a parent, guardian or other legally authorised person, subject to applicable law and clinical requirements.
12. Third-party websites and services
Our website may link to third-party services such as maps, social networks, payment services or communication platforms. Those services operate under their own terms and privacy policies, and The Lifeplus Hospital is not responsible for their independent privacy practices.
13. Changes to this Privacy Policy
We may update this Privacy Policy from time to time to reflect changes in our services, technology, legal requirements or privacy practices. The latest version will be published on this page with an updated effective date.
14. Contact The Lifeplus Hospital
If you have a question about this Privacy Policy, wish to raise a privacy concern, or want to correct information you have submitted through our website or enquiry channels, contact the hospital using the details below.