Privacy Policies
Disclaimer Policy
Notwithstanding the selection criteria, Mustasfaa healthcare is not responsible for any adverse outcomes and acceptance of a particular plan/doctor/hospital which is entirely the patient’s decision and responsibility. Patient expressly agrees that use of services is at the Patient’s sole risk. While every reasonable care has been taken in recommending the relevant or particular plan/doctor/hospital, Mustasfaa healthcare or its affiliates cannot be held responsible for any inaccuracy or omissions. Mustasfaa healthcare goes through great lengths to ensure that all information in the report itself, as well as suggestions/recommendations relating to it, is correct. However, Mustasfaa healthcare does not assume any responsibility for potential damages or losses arising from, relying on or applying the suggestions/recommendations.
Privacy Policy
Your privacy is important to us. This privacy policy is intended to give you confidence in the privacy and security of the information we obtain from you whether you are using services provided by Mustasfaa healthcare . However, please note that we are not responsible for any use of your personal information you provide to third-party. We recommend that you review the privacy policy of any third-party service provider that you use.
We may collect the following information:
. Name and job title
. Contact information including email address
. Demographic information such as postcode, preferences and interests
. Other information relevant to customer surveys and/or offers
. We are committed in ensuring that your information is secure. In order to prevent unauthorized access or disclosure we have put in place suitable physical, electronic and managerial
Procedures to safeguard and secure the information we collect.
Medical Records Archival and Retention Policy
This Data Retention, Archiving and Destruction Policy (the “Policy”) has been adopted by MUSTASFAA HEALTHCARE in order to set out the principles for retaining, reviewing and destroying data collected. This Policy covers all data retained or in MUSTASFAA HEALTHCARE custody or control in whatever medium, such data is contained in. This Policy is not therefore restricted to information contained in paper documents but includes data contained in an electronically readable format.
Storage of Medical Records:
. MUSTASFAA HEALTHCARE takes steps to protect the health information provided by the Patient from misuse and unauthorized access, modification or Disclosure. Information is stored until such time that the health information can be destroyed.
. Electronic Medical Records: EMR are also secure from misuse and loss, and from unauthorized access, modification or disclosure. Mustasfaa Healthcare protected operating system and has an adequate firewall and virus protection. The operating system can only be accessed by the coordinator and access is authorized by the director.
Retention of Medical Records:
. Retention is defined as the maintenance of documents in a business environment which can be accessed by an authorized user in the ordinary course of business.
. A patient’s medical records are kept for 2 years after the patient’s last consultation. After the expiration of the proposed period documents shall be archived in accordance with Archive Policy
Until the documents are destroyed in accordance with Destruction Policy. In case MUSTASFAA HEALTHCARE is aware that a particular record is or would be required for a legal or any other purpose (E.g. Medicare Claim) it is not deleted or destroyed.
Archiving of Medical Records:
. Archiving is defined as secured storage of Documents such that Documents are rendered inaccessible by authorized users in the ordinary course of business but which can be retrieved by an administrator designated by the head of function for the Documents in question.
. Paper records shall be archived in secured storage onsite or secured offsite location, clearly labelled in archive boxes naming the Head of Function, department or division and date to be destroyed.
. Electronic records shall be archived in accordance with International SOS Information Security Standards for access controls and in a format which is appropriate to secure the confidentiality, integrity and accessibility of the Documents.
. The archiving period of a document shall be five (5) years unless an exception has been obtained permitting a longer or shorter retention period.
. After the archival period has expired, Documents shall be destroyed in accordance with Destruction Policy.
Destruction of Medical Records:
. Destruction is defined as physical or technical destruction sufficient to render the information contained in the document irretrievable by ordinary commercially available means.
. Mustasfaa Healthcare shall maintain and enforce a detailed list of approved destruction methods appropriate for each type of information archived whether in physical storage media such as CD-ROMs, DVDs, backup tapes, hard drives, mobile devices, portable drives or in database records or backup files.
. When medical records are destroyed, a written note is made of the name of the individual to whom the health information relates, the period covered by it and the date on which it was destroyed. The patient will be informed when the medical records are to be destroyed and the patient will be given a month’s time to respond or request any records. After a month, the records are then destroyed and a record is maintained of the destroyed information. Records of medico-legal and legal cases will be retained until final disposal of case.
Complaint Redressed System
The purpose of this Policy is to set forth the policies and procedures to be followed in receiving, handling and responding to any grievance in respect of the services offered by MUSTASFAA HEALTHCARE.
Definition
. Grievances or complaint” includes any communication that expresses dissatisfaction, in respect of the conduct or any act of omission or commission or deficiency of service and in the nature of seeking a remedial action but do not include the following:
. Complaints that are incomplete or not specific in nature;
. Communications in the nature of offering suggestions;
. Communications seeking guidance or explanation;
Objective
The following are broad objectives for handling the customer grievances:
. To provide fair and equal treatment to all customers without bias at all times.
.To ensure that all issues raised by customers are dealt with courtesy and resolved in stipulated timelines.
. To develop an adequate and timely organizational framework to promptly address and resolve customer grievances fairly and equitably.
.To provide enhanced level of customers’ satisfaction. Y.
. To provide easy accessibility to the customer for an immediate Grievance redressal..
How to raise the Grievance
The customers can raise grievances through the following modes:
. Phone Call: Call at to register the complaint.
. Email: The customer may write to
Registration of Grievances
Grievances received through phone call:
. The grievances received are recorded in the system.
. The grievances that can be answered by the phone calls will be answered immediately.
. To develop an adequate and timely organizational framework to promptly address and resolve customer grievances fairly and equitably.
.The grievances that need escalation/need additional details will be escalated within the system. Grievances received through written communication:
. The grievances can be received through registered email or letter.
. The grievances received will be recorded in the Grievance Management System (GMS).
. The customer shall be provided with a unique grievance number generated under GMS for future reference for grievance registered.
Acknowledgement
An acknowledgement shall be sent to the complainant within three working days of the receipt of the grievance. Acknowledgement shall contain date of receipt of complaint/grievance, Unique Grievance Number, Expected date for resolution of grievance, Name, Designation and Contact details of Officer and manner and mode of tracking resolution of grievance/complaint with the Unique Grievance Number
Redressal of grievances
. The complaint letter / email should contain the Application number/ other relevant reference number, Complainant’s name, address and contact details, copies of supporting documents,
wherever applicable.
. All the complaints shall be registered in GMS of MUSTASFAA HEALTHCARE and in the Grievance Register of the Organization and shall be assigned a unique reference number.
. If the grievance is resolved within three working days, the resolution shall be communicated along with the acknowledgement to the complainant.
. The complaint shall be addressed as early as possible and within a maximum of 30 days of the receipt of the complaint.
. All complaints shall be escalated to the next higher level of authority within the organization for cases which are pending for resolution for more than two (2) weeks from the date of sending acknowledgement.
. The GRO would monitor the resolution of complaints received by the Organization and periodically put up the same for review by the Senior Management.
Resolution of grievances
The complainant shall be intimated on resolution of grievance/complaint. The intimation of resolution shall contain the Date of receipt of complaint/grievance, Unique Grievance Number, Name, Designation and Contact details of Officer signing the communication, procedure of representing the matter and further right to approach.
Closure of grievances
Every grievance shall be disposed off within a period of thirty days of its receipt and a final reply shall be sent to the complainant, containing details of resolution or rejection of the complaint, with reasons thereof recorded in writing.
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