- The Indian Contract Act, 1872, and
- The (Indian) Information Technology Act, 2000
2. Important Notice
Lyfboat.com is not involved in the provision of any healthcare diagnosis or treatment. Any information provided on the Website is intended as a guide only and should not be construed as a substitute for professional medical advice. The website is a service that displays information on Providers that has been gathered from the Healthcare Provider(s) directly or the internet which disseminate information to public and Registered Users. We do not screen or validate any content provided the Providers, nor do we endorse any particular Hospital/Doctor/ or Provider. If you decide to engage a practitioner or Provider to provide Services to you, you do so at your own risk. In this regard you should note that certain Providers listed on this Website are located in jurisdictions where insurance is not available or mandatory in respect of the medical services they offer. We would recommend that you undertake your own research into any Provider listed on the Website and that you should consult with your doctor or primary healthcare provider before engaging any Provider from this Website. You should be aware that the results of any search you perform on the Website for Providers should not be construed as endorsement by Lyfboat.com of any particular Provider or constituting any comparative ranking of any Providers.
3. Services We Do Not Provide
Lyfboat.com does not endorse, recommend, or approve any Providers listed on the Website, aside from our due diligence and efforts to list only qualified, and accredited institutes. We are not medical professionals nor do we hold ourselves out to be medical professionals and will not discuss or advise on any issues relating to medical treatment with Clients (defined below) or Providers.
As we cannot control the information provided by Providers or information sourced by Lyfboat.com from the Internet that is made available through this Website, Lyfboat.com does not guarantee or endorse the authenticity, quality, safety or legality of any Provider or the services provided or purported to be provided by any Provider, the accuracy of any listings or any Provider data we may provide to you, or the ability of any Providers to complete a transaction.
4. Services We Do Provide
Lyfboat.com is a website for individuals seeking to access medical services (“Clients,” “Your” or “You”) and Providers situated around the world who provide related Services. Lyfboat.com facilitates introductions between Clients and Providers through the Website www.Lyfboat.com. Lyfboat.com is not a provider of Services, and has no responsibility for managing treatment and/or delivering the Services. You agree that if you use the information available through the Website, your contract for delivery of the Services is solely with the relevant Provider on whose behalf we have provided information, and not Lyfboat.com or Lyfboat Technologies Pvt Ltd, which is acting as an intermediary only in the provision of information and as an enablement platform.
Lyfboat.com gathers information from various worldwide Providers about their facilities and services as well as from a large number of publicly available websites. You can access this information via our Website. This information should assist you in making a decision on choosing your preferred Provider by conducting your own research into such Providers. If you choose a Provider to provide medical Services, then we will facilitate contact between you and the Provider, by providing your information to the Provider (the “Website Service”) or providing you with the contact information of the Provider or enabling you to make direct inquiries with the providers.
5. Content Policy
Lyfboat.com acts as a passive conduit for the online distribution and publication of information submitted through the Website, and has no obligation to screen content or information in advance and is not responsible for screening or monitoring material posted by you or Providers. You are solely responsible for the content and information you provide to us to be published on the Website through our data entry forms or otherwise. We reserve the right to edit or remove your account, profile, or content if we believe it is untrue or that it may create liability for us.
6. Age and Responsibility
You should note that the Website Service is only available to, and may only be used by individuals who are legally entitled to form such contracts under law in the jurisdiction in which they reside. If you are under the age of eighteen, you should not access and or use this Website or the Website Services, you warrant that you are over the age of eighteen.
7. Data Protection
Lyfboat.com operates servers outside of the European Union therefore if applicable to your geographical region, you hereby agree to the transfer of personal data outside the European Union. By using this website, you agree to Lyfboat.com holding and processing, both electronically and manually, personal data about you (including sensitive personal data as defined in the Indian Data Protection Acts for the operation, management, security and administration of Lyfboat.com and complying with applicable laws, regulations and procedures, including transfer of personal data outside the European Union.
Communication between you and a Provider via email may be sent through Lyfboat.com. The content of these emails may be retained by Lyfboat.com in order to assist clients and providers in tracking their communication.
By signing up to become a Registered User you agree that we may send you advertisements and/or promotional material by email, including information about new services being initiated. If you do not wish us to contact you for marketing purposes, you may notify us by following the “unsubscribe” links on email communications issued by us and/or contacting us directly at +91 4601 1641.
8. Provision of Information
If you wish to arrange a consultation with the Provider(s), then you will be asked to provide certain information including details such as your contact details (phone number and email address), age and gender and some medical information to allow us to present your data to Providers who may be interested in providing Services to you. You warrant and undertake that the information provided by you is up-to-date, accurate in all material respects, not the confidential property of others or in violation of any third party’s rights, and is sufficient for us to facilitate the Website Services. Although Lyfboat.com endeavors at all times to respect your privacy, you should not provide any information that may cause you personal damage if made public.
Information sent over the Internet cannot be guaranteed to be completely secure as it is subject to possible interception, loss or alteration. You understand and agree to assume the security risk for any information you provide using the Website. We are not responsible for any information sent over the Internet and will not be liable to you or anyone else for any damages or other loss incurred in connection with any information sent by you to us or to a Provider, or any information sent by us, a Provider or any third party to you over the internet.
9. Suspension / Termination
10. Use of Website
- Any commercial purpose including but not limited to creating, checking, confirming, updating or amending your own or someone else’s databases, records, directories, customer lists, mailing or prospecting lists;
- Copying, modifying, transmitting, displaying, distributing, performing, reproducing, licensing, publishing, creating derivative works from, transferring or selling any information, software, products and services contained on or forming part of this Website, or otherwise using such content of the Website for resale, redistribution or for any other commercial use whatsoever including but not limited to any other website, surveys, contests or pyramid schemes.
- Accessing or using the Website in and from jurisdictions which restricts or prohibits same by local law;
- Accessing or using the Website in any manner which could damage, disable, overload, flood, mail bomb, crash or impair the Website or interfere with any other party’s use and/or enjoyment of the Website;
- Posting or transmitting, whether on a bulletin board, forum or otherwise, to or from the Website any unlawful, harassing, threatening, libelous, defamatory, tortious, obscene, hateful, scandalous, inflammatory, pornographic or profane material, or any other material that could give rise to any civil or criminal liability under law;
- Transmitting material which may cause harm to Lyfboat.com’s or any other party’s computer systems, including but not limited to any material which contains viruses, Trojan horses, worms, spyware, adware, time bombs, cancelbots or other computer programming routines or engines that are intended to damage, destroy or otherwise impair a computer’s functionality or the operation of the Website;
- Harassing, harming or abusing another person, or contacting, advertising, soliciting, selling to any other person without their prior written consent or transmitting or relaying spam, junk email or chain letters;
- Accessing data or materials not intended for your use; logging into a server or account which you are not authorized to access; attempting to probe, scan or test the vulnerability of a system or network or to breach security or authentication measures without proper authorization; or impersonating any person or entity, or falsely stating or otherwise misrepresenting their identity or affiliation in any way;
- Attempting to gain unauthorized access to the Website, or any computer systems or networks connected to any Lyfboat.com website, through hacking, password miming or any other means; or
- Harvesting or otherwise collecting by any means any programme material or information (including without limitation email address or details of other users) from the Website or monitoring, mirroring or copying any content of the Website without the prior written consent of Lyfboat.com.
The pages contained in this Website may contain technical inaccuracies and typographical errors. The information on this Website may be updated from time to time but we do not accept any responsibility for keeping the information in these pages up-to-date, nor any liability for any failure to do so.
11. Copyright Notice and Limited License
The information, content, graphics, text, sounds, images, buttons, trademarks, service marks, get-up, business names, domain names, rights in good will, know-how, designs and rights in designs, trade names and logos (whether registered or unregistered) (the “Materials”) contained in this Website are protected by copyright, trade mark, database right, sui generis right and other intellectual property laws and are also protected under national laws and international treaties. Lyfboat.com and/or its licensors (as the case may be) retain all right, title, interest in and intellectual property rights to the Materials. Use of third party trademarks is for description and identification purposes only. Such trademarks are the registered trademarks of their registered owners. Lyfboat.com asserts absolutely no ownership or other rights with respect to such third party trademarks.
You agree to grant Lyfboat.com a non-exclusive, royalty free, world-wide, transferable perpetual license, with the right to sub-license, reproduce, distribute, transmit, create derivative works of, publicly display and publicly perform any Materials and other information, including without limitation ideas contained therein for new or improved services, when you submit to the Website either during the registration process or otherwise, including any information or materials you post to a bulletin board or evaluation forum on the website.
The website is available to all users “as is” and, to the greatest extent permitted by applicable law, the website is made available without any representations or warranties of any kind, either express or implied. Lyfboat.com makes no representations, warranties or undertakings about the services or materials available on the website, including without limitation, their merchantability, quality or fitness for a particular purpose. All information provided on the website is intended as a guide only and should not be construed as a substitute for professional medical advice and Lyfboat.com makes no representations, warranties or undertakings as to the accuracy of any information provided on this website. Lyfboat.com makes no representations, warranties or undertakings that the website, or the server that makes it available, will be free from defects, including, but not limited to viruses or other harmful elements. To the maximum extent permitted by applicable law, Lyfboat.com accepts no liability for any infection by computer virus, bug, tampering, unauthorized access, intervention, alteration or use, fraud, theft, technical failure, error, omission, interruption, deletion, defect, delay, or any event or occurrence beyond the control of Lyfboat.com, which corrupts or affects the administration, security, fairness and the integrity or proper conduct of any aspect of the Website. All use by you of the Website is at your own risk. You assume complete responsibility for, and all risk of loss resulting from, your downloading or using of, or referring to or relying on the facilities, services, materials or products provided on the Website, or any other information obtained from your use of the Website. You agree that, to the maximum extent permitted by applicable law, Lyfboat.com and providers of communications and network services to Lyfboat.com will not be liable for damages arising out of your use or your inability to use the Website, and you hereby waive any and all claims with respect thereto, whether based on contract, tort or other grounds. No advice or information, whether oral or written, obtained by you from Lyfboat.com shall be deemed to alter this disclaimer of warranty, or to create any warranty.
To the fullest extent permitted by applicable law, Lyfboat.com assumes no responsibility nor do we grant any warranties, express or implied relating to the operation, safety, condition or service of any Provider or any healthcare professional or any doctor or any other person associated with the Provider that is used by, for or on behalf of, you. Lyfboat.com is not liable for the acts, errors, omissions, representations, warranties, breaches or negligence of any Provider or any doctor or any other persons associated with such Provider or for losses, damages or expenses resulting therefrom.
13. Limitation of Liability
To the fullest extent permitted by applicable law, neither Lyfboat.com nor any of its officers, directors, employees, affiliates or other representatives will be liable for loss or damages arising out of or in connection with your use of any facilities, services and the website services offered or transactions entered into through or from this Website, including, for the avoidance of doubt, your transactions with Providers or medical services facilitated through this Website, including, but not limited to, direct, indirect or consequential losses or damages, loss of data, loss of income, profit or opportunity, loss of, or damage to, property and claims of third parties, even if Lyfboat.com has been advised of the possibility of such loss or damages, or such loss or damages were reasonably foreseeable.
In no event shall Lyfboat.com nor any of its officers, directors, employees, affiliates or other representatives be liable for any damages whatsoever resulting from the statements or conduct of any Provider or third party or the interruption, suspension or termination of the website services, whether such interruption, suspension or termination was justified or not, negligent or intentional, inadvertent or advertent. Without limiting the foregoing, under no circumstances shall Lyfboat.com nor any of its officers, directors, employees, affiliates or other representatives be held liable for any delay or failure in performance of the website or the website services resulting directly or indirectly from acts of nature, forces or causes beyond its reasonable control, including, without limitation, internet failure, computer equipment failures, telecommunication failures, other equipment failures, electrical power failures, strikes, lay-way disputes, riots, interactions, civil disturbances, shortages of labor or materials, fires, floods, storms, explosions, acts of god, war, governmental actions, orders of domestic or foreign courts or tribunals or non-performance of third parties.
Lyfboat.com does not exclude liability for death or personal injury, caused by its negligence or that of its employees or authorized representatives, or for fraud. Lyfboat uses automated search tools to show the results of your search.
Lyfboat does not decide or rank any service provider. The results are displayed randomly and not in the order of their rank. The search results can vary and so does the rank in which a given service provider appears. Lyfboat grants access to its providers and registered users “end user” rights to modify and update their profile. Lyfboat is entitled to take independent decisions in deciding the approvals for publishing the content or not.
15. Links to Third Party Websites
This Website contains links to third party websites. Your use of third party websites is subject to the terms and conditions of use contained within each of those websites. Access to any other website through this Website is at your own risk. Lyfboat.com is not responsible for, nor liable for, the accuracy of any information, data, opinions, or statements made on third party websites or the security of any link or communication with those websites. Lyfboat.com reserves the right to terminate a link to a third party website at any time. The fact that Lyfboat.com provides a link to a third party website does not mean that Lyfboat.com endorses, authorizes or sponsors that website, nor does it mean that Lyfboat.com is affiliated with the third party websites, owners or sponsors. Lyfboat.com provides these links merely as a convenience for those who use this Website.
Although Lyfboat.com endeavors to ensure the Website is available at all times, there may be occasions when access to the Website may be interrupted, e.g. to allow maintenance, upgrades and emergency repairs to take place, or due to failure of telecommunications links and equipment that are beyond our control. You agree that Lyfboat.com shall not be liable to you for any loss incurred by you resulting from the modification, suspension or discontinuance of the Website.
You have sole responsibility for adequate protection and back-up of any content and data you submit to the Website and for undertaking reasonable and appropriate precautions to scan for computer viruses or other destructive items.
18. Jurisdiction and Governing Law
This Website is controlled and operated by Lyfboat.com from India. Lyfboat.com does not make any representation that the facilities, services, including the website service, and/or materials offered through this Website are appropriate or suitable for use in countries other than India, or that they comply with any legal or regulatory requirements in any other countries. In accessing this Website, you do so at your own risk and on your own initiative, and are responsible for compliance with local laws, to the extent any local laws are applicable. If it is prohibited to make this Website, facilities, services, including the website service, and/or materials offered through this Website or any part of them available in your country, or to you, whether by reason of nationality, residence or otherwise, this website, the facilities, services and/or materials offered through this website or any part of them are not directed at you.
1. Privacy Statement
- Section 43A of the Information Technology Act, 2000;
- Regulation 4 of the Information Technology (Reasonable Security Practices and Procedures and Sensitive Personal Information) Rules, 2011 (the “ SPI Rules”); and
- Regulation 3(1) of the Information Technology (Intermediaries Guidelines) Rules, 2011.
This section applies to all Users of Lyfboat.
– All the information provided to Lyfboat by a User, including sensitive personal information, is at will. You understand that Lyfboat may use certain information of yours, which has been designated as ‘sensitive personal data or information’ under the SPI Rules,
- for providing you the Services,
- for commercial purposes or non- personally identifiable form for research, statistical analysis and business intelligence purposes, for
- for sale or transfer such research, statistical or intelligence data in non-personally identifiable form to third parties.
1.2 For Registered Users/Visitors/Consumers/Members/End users.
Certain functions of our website require you to register with our website (www.lyfboat.com) and become an account holder / registered user (only for the use of services being provided through the website). This requires you to give us details of your name, address, phone number, valid email address and certain other personal information. You may include other information to personalize your account, such as your gender etc. You acknowledge and agree that information which is publicly available on your account (such as your user name, reviews and comments which you post on our Website) may become publicly available and used by third parties, and we have no obligations to you for any information which you made publicly available.
We use any personal information you provide to identify you as a prospective patient, to process your request for medical services, and to deliver relevant information about you to Providers (Hospitals, Doctors and Medical Tourism Facilitators) and to facilitate consultations with Providers. We may also use your contact details, phone number and email address, to contact you from time to time to update you as to progress in relation to your consultation with a Provider and other matters concerning the service we provide. You consent to us contacting you in this regard. We will not give or sell your personal information to any third parties for marketing purposes without your consent.
End-Users’ personally identifiable information, which they choose to provide on the Website is used to help the End-Users describe/identify themselves. Other information that does not personally identify the End-Users as an individual, is collected by Lyfboat from End-Users (such as, patterns of utilization) and is exclusively owned by Lyfboat. Lyfboat may also use such information in an aggregated or non-personally identifiable form for research, statistical analysis and business intelligence purposes, and may sell or otherwise transfer such research, statistical or intelligence data in an aggregated or non-personally identifiable form to third parties and affiliates.
In particular, Lyfboat reserves with it the right to use anonymized End-User demographics information and anonymized End-User health information for the following purposes:
- Analyzing software usage patterns for improving product design and utility.
- Analyzing such information for research and development of new technologies.
- Using analysis of such information in other commercial product offerings of Lyfboat.
- Sharing analysis of such information with third parties for commercial use.
No individual at Lyfboat will have access to your login credentials. You are requested not to share your login credentials with anyone. Lyfboat has no liability for unauthorized use of your account. If you suspect any malicious activity in your account, you are requested to get in contact with Lyfboat.
Notwithstanding the above, Lyfboat is not responsible for the confidentiality, security or distribution of your personal information by our partners and third parties outside the scope of our agreement with such partners and third parties. Further, Lyfboat shall not be responsible for any breach of security or for any actions of any third parties or events that are beyond the reasonable control of Lyfboat including, acts of government, computer hacking, unauthorized access to computer data and storage device, computer crashes, breach of security and encryption, poor quality of Internet service or telephone service of the User etc.
You also acknowledge and agree that in certain circumstances we may be obliged to disclose personal information that you have provided to us to third parties, for example, in order to conform to any requirements of law or to comply with any legal process, as well as to protect and defend our rights.
1.3 For Registered Providers (Hospitals, Doctors, Medical Tourism Facilitators, Agents)
i. As part of the registration as well as the application creation and submission process that is available to Providers’ on Lyfboat, certain information, including sensitive personal data or information is collected from the Providers.
iii. Providers’ personally identifiable information, which they choose to provide to Lyfboat, is used to help the Providers describe and identify themselves. This information as specifically available on www.lyfboat.com is exclusively owned by Lyfboat. Lyfboat may use such information for commercial purposes and in an aggregated or non- personally identifiable form for research, statistical analysis and business intelligence purposes, and may sell or otherwise transfer such research, statistical or intelligence data in an aggregated or non-personally identifiable form to third parties and affiliates. Lyfboat also reserves the right to use information provided by or about the Practitioner for the following purposes:
- Publishing such information on the Website.
- Contacting Providers for offering new products or services.
- Contacting Providers for taking product feedback.
- Analyzing software usage patterns for improving product design and utility.
- Analyzing anonymized practice information including financial, and inventory information for commercial use.
iv. Lyfboat enables the listing of Providers’ information on its Website. The Providers information listed on Website is displayed when End-Users search for treatments, hospitals, doctors, or facilitators and the Providers’ information listed on Website is used by End-Users to research, compare, consult, inquire, or book an appointment. Any personally identifiable information of the Providers listed on the Website is not generated by Lyfboat and is provided to Lyfboat by Providers who wish to enlist themselves on the Website, or is collected by Lyfboat from the public domain. Lyfboat displays such information on its Website on an as-is basis making no representation or warranty on the accuracy or completeness of the information. Lyfboat will, however, take reasonable steps to ensure the accuracy and completeness of this information.
You also acknowledge and agree that in certain circumstances we may be obliged to disclose personal information that you have provided to us to third parties, for example, to our credit card payment service provider, in order to conform to any requirements of law or to comply with any legal process, as well as to protect and defend our rights and/or the rights of prospective patients.
1.4 Access by Minors
If you are aged 18 or under, you should not use this website nor should you provide any personal information to us via the website
1.6 Consent to This Policy
What Are Cookies
For more general information on cookies see the Wikipedia article on HTTP Cookies…
You can prevent the setting of cookies by adjusting the settings on your browser (see your browser Help for how to do this). Be aware that disabling cookies will affect the functionality of this and many other websites that you visit. Disabling cookies will usually result in also disabling certain functionality and features of this website. Therefore it is recommended that you do not disable cookies.
The Cookies We Set
This site offers newsletter or email subscription services and cookies may be used to remember if you are already registered and whether to show certain notifications which might only be valid to subscribed/unsubscribed users.
When you submit data to through a form such as those found on contact pages or comment forms cookies may be set to remember your user details for future correspondence.
In order to provide you with a great experience on this site we provide the functionality to set your preferences for how this site runs when you use it. In order to remember your preferences we need to set cookies so that this information can be called whenever you interact with a page is affected by your preferences.
Third Party Cookies
This site uses Google Analytics which is one of the most widespread and trusted analytics solution on the web for helping us to understand how you use the site and ways that we can improve your experience. These cookies may track things such as how long you spend on the site and the pages that you visit so we can continue to produce engaging content.
For more information on Google Analytics cookies, see the official Google Analytics page.
Third party analytics are used to track and measure usage of this site so that we can continue to produce engaging content. These cookies may track things such as how long you spent on the site or pages you visit which help us to understand how we can improve the site for you.
From time to time we test new features and make subtle changes to the way that the site is delivered. When we are still testing new features these cookies may be used to ensure that you receive a consistent experience whilst on the site whilst ensuring we understand which optimizations our users appreciate the most.
The Google AdSense service we use to serve advertising uses a DoubleClick cookie to serve more relevant ads across the web and limit the number of times that a given ad is shown to you.
For more information on Google AdSense see the official Google AdSense privacy FAQ.
We use adverts to offset the costs of running this site and provide funding for further development. The behavioral advertising cookies used by this site are designed to ensure that we provide you with the most relevant adverts where possible by anonymously tracking your interests and presenting similar things that may be of interest.
In some cases we may provide you with custom content based on what you tell us about yourself either directly or indirectly by linking a social media account. These types of cookies simply allow us to provide you with content that we feel may be of interest to you.
Several partners advertise on our behalf and affiliate tracking cookies simply allow us to see if our customers have come to the site through one of our partner sites so that we can credit them appropriately and where applicable allow our affiliate partners to provide any bonus that they may provide you for making a purchase.
We also use social media buttons and/or plugins on this site that allow you to connect with your social network in various ways. For these to work the following social media sites including; Facebook, linkedin, twitter, Instagram, will set cookies through our site which may be used to enhance your profile on their site or contribute to the data they hold for various purposes outlined in their respective privacy policies.
Hopefully that has clarified things for you and as was previously mentioned if there is something that you aren’t sure whether you need or not it’s usually safer to leave cookies enabled in case it does interact with one of the features you use on our site. However if you are still looking for more information then you can contact us through one of our preferred contact methods.
- In the event that, the Practitioner with whom User has booked a paid appointment via the Website, has not been able to meet the User, User will need to write to us at email@example.com within five (5) days from the occurrence of such event; in which case, we’ll try to reschedule the consultation with the Practitioner. In case where the User, does not show up for the appointment booked with a Practitioner, without rescheduling the appointment beforehand, no reschedule will be permitted.
- Users will not be entitled for any refunds in cases where, the Practitioner is unable to meet the User at the exact time of the scheduled appointment time and the User is required to wait, irrespective of the fact whether the User is required to wait or choose to not obtain the medical services from the said Practitioner.
Confidentiality and Privacy of Client Information
Confidentiality and Privacy of Client Information
Employees, volunteers and appointees at Lyfboat have an obligation to conduct themselves in accordance with the principle of keeping all information concerning patients confidential. Staff members are to refrain from revealing personal or confidential information concerning other individuals or business operations, unless such use or disclosure is supported by legitimate business purpose. Carelessness or intentional acts leading to the release or misuse of confidential information is unethical and may result in legal action against the individual and/or Lyfboat
- Lyfboat recognizes that confidentiality of its patient’s information is its top most priority. Strict measures are taken to protect personal information, both written and computer generated. All legal aspects of confidentiality are firmly maintained, so that its patient can undergo a hassle-free treatment.
- Lyfboat makes it necessary for the hospitals that it is associated with, to uphold the patient’s trust. Strict rules regarding the access to confidential information are maintained and it is expected that the people who have access to such information have a duty to protect it from the unauthorised.
- Lyfboat’s staff is imparted with notions on high standards of confidentiality. Medical record of a patient is known only to certain members of the company and the doctors to avoid tampering of records.
- The company keeps all the statistical data, medical reports and records that it receives from patients under the non-disclosure agreement, which is upheld both by the hospitals and medical tourism facilitators.
- Lyfboat also maintains intrusion protection control for technical data, to prevent malicious hacking and other unauthorized access.
This Privacy Notice explains what information we collect about you, how we store this information, how long we retain it and with whom and for which legal purpose we may share it.
Who we are?
Lyfboat.com a website for finding and comparing health care providers (Hospitals, Doctors, Clinics) around the world and to connect users and providers of healthcare, wellness, aesthetic, holistic and similar services.
Why we collect personal information about you?
Our team assisting you will need to collect and maintain information about your health, treatment and care, so that you can be given the best possible healthcare from health partners i.e. Hospitals, Clinics etc. This personal information may be held in a variety of formats, including paper records, electronically on computer systems, in pictures, video or audio files.
What personal information do we need to collect about you and how do we obtain it?
Personal information about you is collected in a number of ways. This can be from registration forms, referral details from our clinical or administration team, other third party healthcare providers or hospitals, directly from you or your authorised representative.
We will likely hold the following basic personal information about you: your name, address (including correspondence), telephone numbers, date of birth, emergency contact and next of kin contacts, etc. We might also hold your email address, marital status, occupation, residency status, place of birth and preferred name or previous name(s).
In addition to the above, we may hold sensitive personal information about you which may include:
- Notes and reports about your health, treatment and care, including:
- results of investigations, such as x-rays and laboratory tests
- future care you may need
- personal information from people who care for and know you, such as relatives and health or social care professionals
- other personal information such as smoking status, alcohol intake and any disabilities
- Your religion and ethnic origin
- Your identified gender or sexual orientation
- Whether or not you are subject to any protection orders regarding your health, wellbeing and human rights (Safeguarding status).
It is important for us to have a complete picture of you as this will assist healthcare partners to deliver appropriate treatment and care plans in accordance with your needs from our healthcare partners.
What do we do with your personal information?
Your records are used to directly, manage and deliver healthcare to you by the healthcare partners to ensure that:
- The healthcare partners involved in your care have accurate and up to date information to assess and advise on the most appropriate care for you.
- Healthcare partners have the information they need to be able to assess and improve the quality and type of care you receive.
What we may do with your personal information?
The personal information we collect about you may also be used to:
- Remind you about your appointments and send you relevant correspondence.
- Review the care healthcare partner provide to ensure it is of the highest standard and quality, e.g. through audit or service improvement;
- Help to train and educate healthcare professionals;
- Report and investigate complaints, claims and untoward incidents;
- Report events to the appropriate authorities when we are required to do so by law;
- Contact you with regards to patient satisfaction surveys relating to services you have used within our organisation so as to further improve our services to patients
Where possible, we will always look to anonymise/pseudonymise your personal information so as to protect patient confidentiality, unless there is a legal basis that permits us to use it and we will only use/share the minimum information necessary.
Who do we share your personal information with and why?
We may need to share relevant personal information with our healthcare partners. For example, we may share your information for healthcare purposes with hospitals, clinics, doctors, other general practitioners (GPs), ambulance services, private consultants, primary or secondary care service providers, etc.
There are occasions where the Practice may be required by law to share information provided to us with other bodies responsible for auditing or administering funds, in order to prevent and detect fraud.
There may also be situations where we are under a duty to share your information, due to a legal requirement. This includes, but is not limited to, disclosure under a court order, sharing with the Governance Team for inspection purposes, the police for the prevention or detection of crime or where there is an overriding public interest to prevent abuse or serious harm to others and other public bodies.
For any request to transfer your data internationally, we will make sure that an adequate level of protection is satisfied before the transfer.
The Practice is required to protect your personal information, inform you of how your personal information will be used, and allow you to decide if and how your personal information can be shared. Personal information you provide to the Practice in confidence will only be used for the purposes explained to you and to which you have consented. Unless, there are exceptional circumstances, such as when the health or safety of others is at risk, where the law requires it or there is an overriding public interest to do so. Where there is cause to do this, the Practice will always do its best to notify you of this sharing.
Data Retention & Confidentiality Policy
We hold and process your information in accordance with the Law of the Land and where appropriate the General Data Protection Regulation.
In addition, everyone working for our service must comply with the Contractual Duty of Confidentiality and various national and professional standards and requirements.
We will always try to keep your information confidential and only share information when absolutely necessary.
If you wish to raise a complaint on how we have handled your personal data, you can contact our team who will investigate the matter and respond to you accordingly where appropriate.
Security of Digital Information
We use the Amazon cloud server and data is safely hosted on the servers. This provides us with various security measure but not limited to:
A set of physical protection measures are implemented including:
The video surveillance and intruder systems at all sites;
SAS security with checking the tailgating to ensure the safety input / output stream;
A single access card with biometric fingerprint for each employee or visitor;
An active badge access control all input and output ports;
One of the sites and access management policy depending on the type of employees and stakeholders profile;
A security and home agent or if permanent control by duly authorized employees of the company
Several encryption measures are implemented to ensure the confidentiality of hosted and processed data.
First, the entire storage workstations is encrypted by default, to ensure inaccessibility of information to unauthorized persons. Then you can control the storage of your contents and choose the security status of your content and data in transit.
Retention policy for patient medical records: Lyfboat is purely a facilitator and will only retain patient medical records for a period of 5 years or lesser in case the patient passes away during this tenure.
Purging of patient medical records: After the completion of the five year tenure, all the patient medical records are deleted from the storage database by running script on a monthly basis. For those patients who pass away during this time, the medical records will be deleted from the system accordingly.
Patient Grievance Redressal Policy
Patient Grievance Redressal Policy
Complaints may be received through the following channels:
- Social media
- Feedback Form
- Real-time or mail-in surveys
It is the responsibility of every staff member at Lyfboat to be attentive to the concerns of patients and family members and to strive to resolve concerns at the unit/department level as soon as they are identified.
The Patient and Family Feedback Policy exists to strengthen, personalize and enhance the relationship between patients, families/partners-in-care and the health care team. Complaints are unique opportunities for evaluating our delivery of care and improving internal systems and processes. Successful monitoring of feedback will help identify those areas that matter most to patients and where the organization’s energy needs to be directed.
All patient and family/partner-in-care concerns/complaints will be acknowledged and responded to in a timely, professional and appropriate. The key component of complaint management is the systematic recording of issues, risks, complaints, and their resolution.
This policy applies to all the feedback about Lyfboat’s services, received from members of the public.
The objectives of the policy are to:
- Assist Lyfboat Team with the timely and effective management of complaints.
- Establish a standard approach to complaints handling
- Ensure that all staff are aware of their responsibilities and are empowered to manage the complaints.
Procedure for Complaints:
- When a complaint is received an attempt should be made to resolve the complaint immediately if possible and/or within one (1) day. If the complaint is resolved without issue, the matter is deemed concluded. It is the responsibility of the Patient coordination manager to track and trend complaints received and resolved
- When a complaint is received by the team, it will be acknowledged within one (1) business day and it will be communicated with the patient/family member to resolve the issue within five (5) business days of receipt of the complaint
- When a complaint involves an employee details of the complaint are sent to the manager. It is the responsibility of the manager/designate to:
- Ensure employees/volunteer named in the complaint are made aware of the complaint
- Investigate the complaint (may require discussion/collaborative investigation with other units/programs) and follow up with patient/family member/partner-in- care.
- Identify opportunities for improvement
- Document the complaint
- If the complaint is unresolved by the Patient care team, the complaint will be escalated to the CEO for appropriate action. The CEO will-
- Ensure to connect with the concerned person
- Follow up with the patient/family member
- Provide input /assistance to resolve the issue if required d. Communicate with Patient Experience as to the outcome
- Patient coordination team will advise Risk Management, Communications and the CEO of any concerns that may have the potential for legal action, ministry/political involvement or media interest.
Point of Service Complaints
Ideally, most complaints will be dealt with directly and quickly at the point where the problem arises. Escalation of complaints may be avoided where staff has clear authorization to resolve complaints at first contact.
Complaints should be referred to the CEO if they:
- Remain unresolved,
- Involve serious consequences,
- Involve complex medical issues or a number of different staff,
- Need action that is beyond the responsibility of the staff at point of service,
- Require escalation or reporting to an external body
Complaints are referred to the next level of management when the matter is outside delegation or is unresolved. The escalation process proceeds to the Director and the CEO of Lyfboat.
Acknowledge and record the experience
Patients and family members/partners-in-care can expect acknowledgement of their complaint within one (1) business day. The action taken shall be recorded in the grievance redressal file
Complaints will be resolved by the assigned person within five (5) business days of receiving the complaint. Depending on the nature, severity, and availability of information required to review the complaint, or if the initial response is unsatisfactory, the assigned lead may continue to work with the patient/family member beyond the five day timeline to ensure appropriate follow up takes place. The lead will communicate with the patient/family and agree upon a reasonable response timeline.
If the patient/family member does not acknowledge attempts to contact them with the response, the file will be closed after the second attempt with notes added to the file documenting the dates, times, and the name of the person who attempted contact.
Complaint Handling Considerations
Anonymous callers should be advised that an investigation is made more problematic if they do not divulge identities as this severely limits the service’s ability to obtain information. They should then be informed of confidentiality, as applied to the complaint management process, to encourage them to reveal their own and/or the patient’s identity.
Declining to deal with a complaint
Lyfboat Technologies Pvt. Ltd may decide to decline to deal with a complaint because it is:
- Vexatious or frivolous
- Outside jurisdiction
- The subject matter of the complaint (or part) has been or is under investigation by some other competent person or body or has been or is the subject of legal proceedings
Care needs to be taken in assessing these complaints to ensure that every effort is made to understand the information the patient/family member is attempting to convey.If a complaint has been declined, patient/family member/partner-in-care should be informed of the reasons for the decision as well other agencies that may be able to assist them with their concerns.
If a patient/family member remains dissatisfied following efforts from Lyfboat Technologies Pvt Ltd, they have the right to pursue their complaint until it is resolved to their satisfaction. However, there are reasonable limits in terms of dealing with continued contact and correspondence with dissatisfied patient/family member or partner-in- cares and matters that might be frivolous or vexatious complaints. Lyfboat Technologies will make every attempt to resolve the issues within their scope.
Document/File Management of complaints
The lead responsible for follow up will update the appropriate file record in the Grievance redressal file. Copies of letters/memos sent including update letters, acknowledgement letters, letters requesting information or clarification, letters notifying parties of a complaint, should become part of the file. File notes should record the subject matter of telephone conversations and other actions.
Policy for Accommodation & Travel Facilitation Services
Policy for Accommodation & Travel Facilitation Services
Before travel the patient and members have a choice of selecting their hotel catering to their utmost comfort and requirements as per their budget.
The patient and the member are picked up by our team at the airport. This is a complimentary service offered to them by Lyfboat.
The patient is checked in the nearby accommodation as discussed and decided beforehand. The hotel has all the necessary arrangements are done keeping in mind patients comfort and safety.
The guest house, service apartments and hotels are near the hospital within a radius of three kms for easy commuting and follow ups.
The accommodation range starts from USD 20
- Air conditioned room
- Patient bed and bed for the companion
- Visitor’s chairs
- Wardrobe and good storage area
- Attached bathroom
- Kitchen/F and B services
- Special housekeeping facilities-Towels and bed sheets
- Telephone access
- Flat screen TV
- Free Wi-Fi
- Travel Desk
Policy for Handling Liabilities
Policy for handling liabilities
Lyfboat private Ltd. is engaged in the business of providing various health and wellness services through www.lyfboat.com via platforms including the internet, mobile and telephone.
Lyfboat only carries out the Medical Facilitation services with the main purpose of introducing patient and hospital to each other. The patient is informed about the same and a duly signed consent is taken. The patient and/ or family members should hold the facilitator harmless against any claims should medical complications or quality of care errors by providers or facilities occur.
Facilitator will not be responsible for problems arising with transportation or hotel accommodations, such as facility utility disruption, strikes, “Acts of God”-such as bad weather events, floods, or the like, to the extent such problems disrupt travel or accommodation services.
For any liabilities arising there is an agreement between the parties that any dispute arising would be submitted to an agreed upon arbitration body, to be held in a specified place and in accordance with the rules of the agreed upon applying the agreed upon law which governs the agreement.