Patient Information

Are you planning to receive care at HCG? Here, we have tried to put everything that you should know – right from appointment booking to your discharge after the treatment.

Ways to Book an appointment

A. Appointment through the call centre

Hello HCG, our centralised call centre is available to help our patients with enquiries and appointments for services.

  • Request an appointment through Hello HCG. Call +91 7406499999.
  • Share your demographic details with our call centre executive, if already registered with us, kindly provide the UHID.
  • Inform the location and service you seek appointment for.
  • The call centre executive will connect you with the concerned centreto fix your appointment for the requested service.
  • You may receive a confirmation call from the concerned centre, a day prior to the scheduled appointment.
B. Appointment through live chat support:

Please note that your request will be processed within 1-2 business days. If you are experiencing a medical emergency, please call +91 7406499999.

  • Visit www.hcgoncology.com to access our live support chat box.
  • You will be requested to share the name, contact number with country code and email address.
  • Describe your requirement to the executive. Follow the instructions provided by live chat support.
C. Appointment through website:

Please note that your request will be processed within 1-2 business days. If you are experiencing a medical emergency, please call +91 7406499999.

  • Visit our website,www.hcgoncology.com.
  • You will find the “book an appointment” option located on top of the website.
  • Upon selecting the “book an appointment” option, you will be asked to fill a form with details of your name, email ID, UHID (UHID only in case of follow up appointment), mobile number, consultation type (visit a specialist/ video consultation), doctor preference and preferred date of appointment.
  • Fill your details in the form and submit.
  • For OPD consultation with our specialist, you will receive a call from our call centre executive with in the next 24 hours after the form submission.
  • For virtual consultation, you will be directed to our payment gateway once you submit the appointment request. You can make the payment via Credit card/ Debit card/ Netbanking/ Wallet/ Paytm/ Google Pay/ PhonePe/ and other UPIs.

Appointment Checklist

A. Before Your Appointment

Depending upon the reason for your doctor’s visit, the below checklist can help you prepare for the appointment.

  • Gather documents to bring to your doctor’s visit:
    • Reports of any tests, x-rays, or medical histories relating to your medical problem
    • Complete documents from the previous hospitalisation
    • A list of all current medications, including over-the-counter and herbal medications.
  • If it’s a follow-up consultation, review all the special instructions from your doctor about diet or medication restrictions prior to your appointment.
  • Carry your medical insurance documents in case your services are covered.
  • If you’re scheduled for diagnostics, ensure you go through the prerequisites for the diagnostics.
  • Ask friends or relatives to accompany you if you wish. Depending on the type of appointment you have, you may need someone to take you home.
  • Bring a sweater or coat. Our buildings are kept cool to protect and ensure the proper functioning of medical equipment.
B. During Your Appointment
  • You might have to wait for consultation basis doctor availability and delay in the previous consultation.
  • To make the most of your appointment, be sure to ask your doctor any questions or express any concerns you have.
C. After Your Appointment
  • If you need to see another doctor, we will ensure that the prescribed services and consultations are scheduled at the earliest available time.
  • If you need to be hospitalised, we will coordinate with the financial counsellor & admission team to carry out all the pre-admission formalities and make required arrangements.

Admissions

A. Pre-admission
  • Once admission is advised by a consultant, you will meet a financial counsellor.
  • The financial counsellor will explain the estimated cost of treatment and all pre-requisites of admission.
  • On your confirmation regarding hospitalisation for the same day or later, a bed booking request is raised for your preferred bed category.
  • You will be informed about the availability of your requested bed, the admission process and general hospital policies through a confirmation call a day prior to admission.

What to carry during hospitalisation?

  • Bring only essential items like toiletries, any equipment used in your care (i.e. crutches, prosthetics, inhalers, hearing aids, eyeglasses, etc.)
  • Do not carry jewellery or other valuable items at the time of hospitalisation.
  • Gather documents to bring at the time of hospitalisation
    • Reports of any tests, x-rays, or medical histories relating to your medical problem
    • Complete documents from the previous hospitalisation
    • A list of all current medications, including over-the-counter and herbal medications
B. On Admission
  • On the day of admission, you will be required to report to the admission desk directly unless instructed otherwise.
  • As a part of admission formalities, you will be asked to give your details in an admission form and present valid ID proof. We will make every effort to provide you with the bed category of your preference.
  • Based upon your pay-type/ bed category/ estimated cost of the treatment you will be requested to deposit a certain proportion as advance as per the hospital policy.
  • On completion of the admission process, you will be allotted a room/bed. A room orientation will be provided to you and your attendant and treatment will be initiated.

TPA / Insurance desk

  • If you are covered under insurance, govt. scheme or corporate policy, you will be guided to our credit cell for further information on cashless services.
  • Your payment type can be
    • Cash
    • Mediclaim
    • Pvt. Corporate/ Govt. Corporate
    • Govt. scheme coverage
  • To avail cashless service, you will be requested to share the following documents:
    • Insurance policy/ insurance card
    • PAN card & a valid Govt. ID
    • Relevant investigation reports
    • Doctor’s advice prescription
  • We encourage completing all the pre-auth process beforehand in case it is a planned admission. Credit cell will initiate the same and inform the status of the pre-authorisation status within 24-48 hours. Our credit cell executive will contact you in case any query is raised regarding pre-authorisation.

Billing & Discharge process

FOR CASH PATIENTS:
  • Your discharge process will take approximately 3 hours if you are paying cash or, it will take over 5 hours if you are availing cashless since your bill will need to be approved by a third party.
  • You can check your interim bill and ask for any clarification at the IPD billing desk even a day before, to avoid any last-minute delay.
  • In the case of Mediclaim, your bill will be sent to TPA/ insurance company for final approval. As per the final approval, you will be requested to make the bill settlement.
  • Once the treating consultant advises for discharge, the concerned nurse will inform the billing desk.
  • Following discharge activities will be conducted before final billing:
    • Discharge counselling
    • Discharge medication indent
    • Discharge summary finalisation and explanation
    • Follow-up visit appointment
  • The billing department will update the bill and explain the particulars of the final bill. You will be requested to make the final bill settlement.
  • For Credit / TPA patient: Your payment will be according to the policy terms like room capping, co-payment, non-medical items & attendant expenses will be settled during the final bill settlement.
  • For Credit / TPA patient: Original copy of reports shall be sent to the third party, however, a copy of reports shall be provided to you. Original films (radiology services) shall be sent only to the third party.
  • Once the final bill settlement is done, the nursing department will hand over the discharge summary & your reports to you.
  • After the final bill settlement, you will be requested to vacate the bed in 30 mins, so that it can be made available for the next lined up patient.

Virtual Consultation

You can fix an appointment for virtual consultation by

Appointment through call centre:

  • On the top right corner of our website, you can see our call centre contact number to fix an appointment.
  • Our call centre executive will be answering your call.
  • Please share your details (name, mobile number, email ID etc.) with our call centre executive.
  • Our call centre executive will fix a call back from our virtual consultation team.
  • Our virtual consultation team will call you back within an hour to schedule your appointment.
  • Our executive will confirm the virtual consultation time with you and the doctor.
  • You will then be requested to make the payment through QR code/ UPI or Bank transfer.
  • QR code/ UPI/ Bank details will be shared with you on WhatsApp by our virtual consultation executive.
  • After the payment, you will be requested to share the relevant investigation reports through WhatsApp with our virtual consultation executive.
  • Our virtual consultation executive will create a meeting on Microsoft Teams with you and consulting doctor as per the appointment date and time.
  • The executive will also guide you to join the meeting link.

Appointment through website:

  • Log on to our website, www.hcgoncology.com.
  • You will find the “book an appointment” option located on top of the website.
  • Upon selecting the “book an appointment” option, you will be asked to fill a form with details of your name, email ID, UHID (UHID only in case of follow up appointment), mobile number, consultation type (visit a specialist/ video consultation), doctor preference, preferred date of appointment.
  • Fill your details in the form selecting video consultation in consultation type, and then select submit and pay.
  • You will be immediately directed to our payment gateway. You can make the payment via Credit card/ Debit card/ Netbanking/ Wallet/ Paytm/ Google Pay/ PhonePe/ and other UPIs.
  • After the payment, you will receive a call from our virtual consultation executive within an hour to schedule your appointment.
  • Our executive will confirm the virtual consultation time with you and the doctor.
  • You will then be requested to make the payment through QR code/ UPI or Bank transfer.
  • QR code/ UPI/ Bank details will be shared with you on WhatsApp by our virtual consultation executive.
  • After the payment, you will be requested to share the relevant investigation reports through WhatsApp with our virtual consultation executive.
  • Our Virtual consultation executive will create a meeting on Microsoft Teams with you and consulting doctor as per the appointment date and time.
  • The executive will also guide you to join the meeting link.