Patient Care Concierge
We're Here for You — Every Step of the Way
A patient isn't a ticket number — you are a person navigating one of the most stressful experiences of your life. Every interaction is an opportunity to restore trust, reduce anxiety, and deliver care.
Medical Emergency
Chest pain, breathing issues, severe bleeding? Access 112/102 emergency guidance now.
Billing & Financial Holds
Dispute a charge, request a billing hold, or explore flexible payment assistance.
Insurance & Prior Auth
Check cashless TPA status, prior authorization timelines, or file a denial appeal.
Complaints & Feedback
5-step LEAP resolution guarantee with tracked supervisor review and commitments.
Immediate Response for Medical Emergencies
If you are experiencing any of the following life-threatening symptoms, stop immediately. Do not attempt to book an outpatient visit. Call emergency services or go to the nearest hospital casualty immediately:
- Chest pain, tightness, or pressure
- Shortness of breath / difficulty breathing
- Stroke signs: face droop, arm weakness, speech slur
- Severe uncontrolled bleeding or trauma
- Acute mental health crisis or suicidal thoughts
- Loss of consciousness or severe allergic shock
Do not drive yourself. Have someone accompany you.
Care Frameworks
Empathetic, Transparent Patient Support Standards
Every inquiry is managed according to clear timelines, patient data safeguards, and professional empathy.
Billing Support & Dispute Holds
Transparent fees, no hidden surcharges
Receiving an unexpected bill is stressful. We walk through every charge line by line in plain language (no impenetrable medical billing jargon).
If you dispute a charge, we place an official hold (Ref: HOLD-XXXX) pausing all payment follow-ups while our coordinator conducts a review.
Specialist review completed within 1 business day. Patient contacted within 3 business days.
Flexible payment plans and sliding-scale assistance are available for balances over ₹5,000 / $500.
Insurance & Prior Authorization
Cashless TPA coordination & denial appeals
Navigating insurance policies should not delay your treatment. Our insurance desk works directly with major Indian and international providers.
5-Step Complaint Resolution (LEAP)
Every concern is heard, validated, and resolved
We never say "that's just our policy." We follow the LEAP protocol to ensure you feel heard and receive concrete solutions:
- Step 1Acknowledge: We listen without interruption and apologize for the distress caused.
- Step 2Validate: Confirm that your experience matters deeply to us and will be addressed.
- Step 3Clarify: Ask clarifying questions to understand what happened from your viewpoint.
- Step 4Act: Issue a tracked Case ID (CARE-XXXX) and assign to clinical or administrative leadership.
- Step 5Close with Commitment: Promise a specific resolution and timeline, and keep our word.
Clinical Routing & Tele-Triage
Strict clinician-only medical guidance
We never compromise on medical safety. Customer service specialists and automated chatbots are strictly barred from providing medical diagnoses or drug recommendations.
Direct Handoff to Lead Specialists:
• Dr. Sweety Bansal: BDS, DHM, Certified Implantologist & Fellow in Aesthetic Dentistry with over 18 years of surgical and cosmetic dental expertise.
• Dr. Rinkesh Kumar Bansal: MD, DM, Director FMRI, Senior Gastroenterologist and Hepatologist.
Clinical questions are transferred directly with full context so you never have to repeat your symptoms.
Clear Answers
Patient Support FAQ
Everything you need to know about our customer service standards, dispute holds, and clinic care.
If you or a family member are experiencing chest pain or pressure, difficulty breathing, stroke symptoms (facial drooping, slurred speech, arm weakness), severe bleeding, acute trauma, or sudden loss of consciousness, stop immediately and call 112 or 102. Have someone drive you to the nearest hospital emergency room. Never wait for an outpatient clinic appointment during a medical emergency.
Have an immediate question or concern?
Our Patient Support Specialist is active right now. Whether you need to reschedule, clarify a charge, or speak with our team, we are ready to assist.