Privacy Policy

1 Introduction & Scope

Welcome to Nivya Respiratory and Multispeciality Hospitals ("Nivya Hospital", "we", "us", or "our"), located at 110-F/5 Barani Nagar, Vannarpettai, Tirunelveli, Tamil Nadu 627003. We are committed to safeguarding the personal privacy, confidentiality, and sensitive health information of all patients, website visitors, and service users.

This Privacy Policy outlines how we collect, process, store, and protect your Personal Identifiable Information (PII) and Sensitive Personal Data or Information (SPDI) in compliance with the Information Technology Act, 2000, the Information Technology (Reasonable Security Practices and Procedures and Sensitive Personal Data or Information) Rules, 2011, applicable National Medical Commission (NMC) ethical regulations, and other statutory laws of the Republic of India.

By accessing our website (nivyahospitals.com) or booking consultations, diagnostic tests, or medical services online, you consent to the practices described in this Privacy Policy.

2 Information We Collect

When you interact with our website, request appointment slots, or consult with our healthcare professionals, we may collect the following categories of data:

• Personal Identification Details: Full name, age, date of birth, gender, marital status, and government-issued ID (if required for admission or insurance records).
• Contact Information: Valid 10-digit mobile phone number, WhatsApp contact, residential address, and email address.
• Medical & Clinical Information: Chief health complaints, brief description of symptoms, consultation history, chosen doctor/specialty, previous prescription references, and diagnostic scan/lab test requests.
• Appointment Information: Preferred appointment date, preferred time slot, appointment type (new patient registration or follow-up), and unique booking token IDs (e.g., NVY-XXXXXXXX).
• Technical & Browsing Data: Internet Protocol (IP) address, browser type, operating system, pages viewed, time spent on the website, and standard cookie identifiers to enhance website performance.

3 How We Use Your Information

We process your personal and health information strictly for legitimate medical, operational, and administrative purposes, including:

• Scheduling, confirming, and managing your outpatient (OPD), inpatient (IPD), or diagnostic appointments with hospital physicians.
• Generating and sending digital appointment tokens, booking receipts, and queue updates via SMS, WhatsApp, and Email.
• Maintaining clinical health records, medical continuity of care, and diagnostic reporting as mandated by Indian healthcare standards.
• Processing online consultation payments and issuing official billing receipts through our certified payment gateway.
• Responding to patient inquiries, grievances, and emergency care requests promptly.
• Improving hospital operations, website responsiveness, and healthcare delivery quality.

4 Payment Security & Razorpay Gateway Integration

To provide a seamless, safe, and transparent appointment booking experience, Nivya Hospital utilizes Razorpay Software Private Limited ("Razorpay") as its authorized online payment processing gateway.

When you complete payment for a consultation fee on our website:

• Your payment transaction is routed directly through Razorpay's secure payment interface supporting UPI, Debit/Credit Cards, Net Banking, and authorized Digital Wallets.
• Razorpay transmits only transaction verification tokens (Payment ID, Order ID, and Signature) back to Nivya Hospital to validate and confirm your appointment.
• Razorpay's processing of your payment information is governed by their independent Privacy Policy, available at https://razorpay.com/privacy/.

5 Data Disclosure & Sharing

Nivya Hospital does never sell, rent, trade, or commercialize patient personal or medical information. We only share information under strict conditions:

• Internal Healthcare Team: Attending doctors, duty medical officers, nurses, and laboratory technicians who require your medical profile to administer care.
• Authorized Service Providers: Trusted third-party technology partners who assist in website hosting, SMS/WhatsApp notifications, and payment processing (Razorpay), strictly bounded by non-disclosure and confidentiality obligations.
• Statutory & Legal Authorities: Where disclosure is mandated by law, court orders, public health directives (e.g., epidemic reporting), or to assist law enforcement agencies.
• Emergency Situations: Where disclosure is urgently necessary to protect the life or vital health interests of the patient or another individual.

6 Your Rights as a Patient

As a patient and user of Nivya Hospital, you possess legal rights concerning your personal information:

• Right to Access: You may request a copy of your personal medical records and booking history maintained with us.
• Right to Rectification: If your contact number, address, or demographic information is incorrect, you may request corrections at our front reception or via email.
• Right to Withdraw Consent: You may opt out of non-essential promotional SMS/email communications at any time. (Essential appointment notifications will still be transmitted).
• Data Deletion: You may request deletion of non-clinical personal data, subject to mandatory statutory retention requirements for clinical hospital records under Indian medical council guidelines.

7 Data Retention & Security Measures

We maintain comprehensive physical, administrative, and technical safeguards to prevent unauthorized access, disclosure, alteration, or destruction of your data. These safeguards include firewall systems, encrypted database connections, role-based staff access restrictions, and periodic vulnerability reviews.

Medical and inpatient records are retained for the statutory period mandated by the National Medical Commission (NMC) and local health authorities (typically 3 to 5 years from the last consultation date). Upon expiration of the retention timeframe, data is permanently and securely scrubbed or anonymized.

8 Grievance Officer & Redressal Mechanism

In accordance with the Information Technology Act, 2000 and the Rules framed thereunder, the contact details of our Grievance Officer for privacy and data concerns are provided below:

Physical Address for Written Notices:
Grievance Desk, Nivya Respiratory and Multispeciality Hospitals,
110-F/5 Barani Nagar, Vannarpettai, Tirunelveli, Tamil Nadu 627003, India.

We acknowledge all formal privacy grievances within 48 hours of receipt and strive to resolve them expeditiously within 30 days.