FAQ

Patients who have booked an appointment or are walk in will be first screened by a team doctor (who are personally trained by Dr. DNR), post which Dr. DNR will personally advice/prescribe treatment.

The patient can call our customer service line @ 040-42444222 and reschedule an appointment purely based on the doctor’s availability.

Yes, appointments can be booked for multiple doctors on the same date but at different time slots. However, if there is an overlap in timings due to waiting time at the doctor’s office, please discuss with the cluster coordinator to help you finish your consultation with the available doctor.

There is no time limit to book an appointment, however, the patient can call us back (customer service line -040-42444222) 7 days before the confirmed appointment date to verify the doctor’s availability/schedule.

It is advised to reach the hospital 45 minutes before the scheduled appointment time, so that the patient can get his/her registration/billing done before heading to the cluster for consultation.

Currently we do not have an option to book an appointment slot online, however a request for appointment can be raised in our website: wwww.aighospitals.com and our customer service team will call you back within 2hrs to confirm your appointment.

 An appointment can be booked by calling our customer service line @ 040-42444222, upon booking an appointment, the patient will receive an SMS on their registered mobile number as a confirmation of the appointment.

No prior appointment is required for an X-Ray. Patients from Pulmonology, IM, Pediatric, ENT, Gynaecology, Infectious Diseases and Orthopaedics department can go to Tower B-8^th floor and for all other specialties Tower A-1^st floor. The services will be provided on first cum first serve basis.

The patient can cancel an appointment by calling our customer service line @ 040-42444222

No, you need not book an appointment for diagnostic investigations, the service will be done on first cum first serve basis.

The list of doctors available can be found on our website: www.aighospitals.com (however, the availability of doctors can be checked by calling our customer service line @ 040-42444222)

The waiting time will depend on the number of patients waiting in the queue ahead of you. We strive to keep waiting times short and to ensure that everyone is able to see a doctor at the designated time. If the estimated queue time exceeds the mentioned time, our staff will prompt you and ask if you wish to reschedule your appointment.

If you do not get an appointment for the speciality/doctor you are looking for, please try getting an appointment for an alternate available doctor, or please consult the doctor you want to see on a walk-in basis, which will have a minimum waiting time of 1-2 hrs.

Apart from the registration desk on the ground floor and central billing desk on the first floor, every cluster has a billing counter, patients can get their bills raised at a service location most convenient for them

A free follow-up service can be availed for the same speciality within 7 days from the last paid service date.

Cost/estimate for OP services can be known from any billing counter on the Ground floor, 1st floor or 2nd floor or Tower B 7th floor 

Cost/estimate for Day Care services can be known from billing counters on the 2nd floor 

Cost/estimate for IPD rooms and services can be known from 1st floor Cluster J 

A free follow-up visit cannot be extended beyond 7 days; patient can consult another doctor within the same speciality for free of cost. However, if the patient wants to see the primary consultant post the period of 7 days (from the date of last paid consultation), he/she will be charged for the consultation

The organisation does not offer discounts for any service, we believe that our services offer more value for your money and it will be unfair for other patients if we make an exception.

The hospital does not charge any extra fee when an international card is used. However, please contact your account holder/bank to enquire about any extra charge deducted.

For patient’s convenience, AIG Hospitals accepts: Cash, Card (Debit & Credit- all banks), Wire Transfer and UPI applications.

Patients can choose to transfer money directly to AIG’s account through a bank transfer.

A new patient can be registered in any billing counter in the Out-Patient/Emergency department.

Rs.100 /- is charged as a one-time fee for registration.

A Unique Health Identification number is a randomly generated number which is used to identify the patient and access their health records across departments in the hospital.

Patients availing platinum service have the privilege of being given priority for all their services and have access to premium facilities, including the consultation which takes place within comfortable surroundings of the platinum lounge. However, the quality of care and treatment remains the same for all the patients across departments.

One consultation within 7 days from the last paid consultation date is free of cost, within the same speciality. (or) 
A free follow-up visit cannot be extended beyond 7 days; patient can consult another doctor within the same speciality for free of cost. However, if the patient wants to see the primary consultant post the period of 7 days (from the date of last paid consultation), he/she will be charged for the consultation 

Cash counting machine is available at first floor central billing desk.

We do not provide any discounts on health cards as we believe that our services offer more value for your money and it will be unfair for other patients if we make an exception.

Any type of consultation within the same speciality (one visit only) and within 7 days from the last paid consultation date is free of cost.

No, it is not possible to cancel a single service from a package.

First of all, we hope that you aren’t billed for a service that you did not need or have the need to cancel the same, however, in case you still need to get a service cancelled, we will be happy to consider the request. The amount to be refunded can be used as a deposit for your next service or we can return it through wire transfer or cash. Also, please note that no service may be cancelled or refunded if the service has been rendered.

The first consultation within 30 days from discharge date is free of cost, with an exception for transplant patients: 
Liver Transplant Cases: any number of consultations (for the donor and recipient) are free for the first 6 months from the date of discharge. 
Kidney Transplant Cases: any number of consultations (for the donor and recipient) are free for the first 3 months from the date of discharge.

Outpatient services can be billed in outpatient department from 7 AM to 8 PM, after which services can be billed in Emergency Department 24x7.

Outpatient services can be availed on cashless basis only if the patient is part of organisations/institutions who have a memorandum of understanding with the hospital to provide services on credit basis.
A dedicated billing counter is set-up for all corporate cash/cashless transactions on the ground floor behind the registration counter. The patient is supposed to carry an ID card of the organisation they are associated with bringing a credit letter authorizing the service.

The list of insurances accepted to avail cashless service can be accessed in any OPD billing counter or first floor Cluster J

The hospital will not be sending any confirmation to the patient acknowledging the payment, however, the payment status can be verified by providing the transaction number at any billing counter in OPD or by calling the customer service line.

A bill can be cancelled at any given point, provided, the service is not rendered and the same is confirmed by the respective head of the department as listed below: 

• Consultations: Assistant Managers- Clusters / Manger-OPD 
• Lab Services: Lab Manager/In charge- Cluster F/ Manager-OPD 
• Radiology: Assistant Managers- Radiology/ Manager-OPD 
• NI Labs: Assistant Manager NI Lab/ Clinical Head NI Lab/ Manager-OPD 

The organisation does not offer discounts for any service or patients of any age group, we believe that our services offer more value for your money and it will be unfair for other patients if we make an exception.

Reports for services rendered in OP basis can be collected as follows: 

• Lab Investigations: Tower A, First Floor Central Dispatch Counter 
• Ultrasound: Tower A Central Dispatch Counter / Cluster H (Films can be collected from cluster H) 
• X-Ray, Barium Swallow: Tower A Central Dispatch Counter / Cluster G (Films can be collected from Cluster H) 
• 2D Echo: Tower A Central Dispatch Counter / Cluster G  
• ECG: Tower A Cluster C / D (at the service location) 
• MRI/CT: Tower A Central Dispatch / Basement 3- Radiology Reports Dispatch (Films can be collected in Basement 3-Radiology Reports Dispatch) 
• All services rendered in Tower B, the reports can be collected from the report dispatch counter on the 8th floor or 7th floor OPD clinics 

The hospital does not facilitate the reimbursement process for bills raised on OPD basis, however, counter number 4 in the central report dispatch desk on the first floor (Tower A) can provide you with all the necessary documents to file for reimbursement.

ECG reports can be collected from Cluster C/D (at the serviced location) within 2minutes from the time of completion of the investigation.

Patient can access soft copies of their reports through our patient portal, a link along with credentials (user name- UHID and Password) is sent to the registered mobile number at the time of registration. Also, in case the patients forget the password, can be retrieved by clicking on forgot password in the portal.

We strive to keep the waiting time short and ensure that we are able to provide all services as per the TAT informed to you at the time of service. Please be seated while I check with the concerned department the reason for delay and will update you with the revised TAT while putting in a request to expedite the process.

The patient can send a request asking for all the soft copies of the reports with a copy of the original bill and proof of identity (of the patient) to info@aighospitals.com 

(Or) The patient can contact the customer service line and ask for the report to be sent via email/ WhatsApp by verifying the patient’s UHID, Name and OP Bill Number 

The TAT for lab investigations depends on the complexity of the test, the accurate TAT for a specific investigation can be known from any OPD billing counter/ report dispatch/ Cluster-f Sample collection reception in Tower A.

The corporate desk for OP patients is a centralised desk, for all patient’s that are a part of organisations having an MOU with the hospital, which is located at ground floor behind the registration desk.

X-rays prescribed by Orthopedicians, Physicians, Pulmonologists, Paediatricians, Gynaecologists, ENT will be done in Tower B- 8^th floor. All other x-rays are done in Tower A- 1^st floor Cluster G.

Outpatient services can be availed on cashless basis only if the patient is part of organisations/institutions who have a memorandum of understanding with the hospital to provide services on credit basis. 
A dedicated billing counter is set-up for all corporate cash/cashless transactions on the ground floor behind the registration counter in Tower A. The patient is supposed to carry an ID card of the organisations he is associated with/a credit letter authorizing the service 

Patients can collect their fit to fly, essentiality and other certificates required for reimbursement of OPD bills from Counter no 4- Central report dispatch desk on the first floor in Tower A.

Yes, the form for travel concession can be collected from ground floor/first floor- help desk, basement 3 oncology OPD and get it signed by the treating oncologists.

COVID vaccine is administered in Tower A- GF- Screening OPD.

Day care billing is done in Tower A- 2^nd Floor, however day care billing for cardiology services can be done in Tower A-1^st Floor near cluster D.

The colonoscopy preparation lounge is in Tower A- Basement 1.

Patients visiting the hospital on out-patient basis can store their luggage in Cloak Room- tower A- Basement 2.

The hospital does not provide any transport facility for general commuting, however, there is a travel desk on the first floor near central billing desk, which can facilitate patients/attendants travel requirements.

The hospital facilitates the service through a travel desk (MM Travels) on first floor near central billing desk.

The insurance department is in Tower A 1^st floor- cluster J.

The patients and attendants can relish an Indian thali in basement 1, while the cafeteria on the ground floor offers multi cuisine dishes.

The ATM is on the Ground floor (Tower –A) near the help desk.
Though banks are supposed to reverse such transactions on their own, it is always a good practice to lodge a complaint with the card issuing bank at the earliest, the organisation is not responsible for any such issue.

The master health check-up is done on the 8^th floor (Tower B).

The master health check-up includes a physical examination, radiology and laboratory investigations that help evaluate the health of your vital organs and metabolism to identify any early symptoms of diseases to manage individual health better.

No, the hospital does not offer any room/accommodation for general ward attendants.

The demographic details can be edited by providing a written request supported by a govt authorized ID proof at the ground floor registration desk in Tower A.

The hospital facilitates all the patients/attendants travel requirements through MM Travels in tower-A 1^st floor (near central billing desk).

Chemotherapy is a type of cancer treatment that uses one or more anti-cancer drugs, it may be given with a curative intent or it may aim to prolong life or to reduce symptoms. 
Chemotherapy is administered in Tower A- 2nd Floor, chemo wards. 

Specialty wards are in Tower B- 2nd floor: 

• Ward 1- ESWL Ward 
• Ward 2- PICU 
• Ward 3- AMC 
• Ward 4 & 5- Chemotherapy Wards 

Any recording whether audio or video during the video/physical consultation, in whole or in part, by any of the administrator, the patient or the doctor is strictly prohibited.

Out-patient services at AIG Hospitals is closed on Sundays only. However, the emergency department and IP services are open 24x7.

The doctor’s office/cluster coordinator is responsible to fill out a request for admission and hand it over to you, post which you can head to first floor cluster J (Tower A) with the copy of admission request form and a govt authorised ID proof to enquire about the type of rooms available and get an estimate for the line of treatment as advised by your doctor. 
Further, for an admission under credit basis/insurance basis, please carry your insurance card for further enquiry on the benefits that you can avail 

The international patient lounge is on the Ground Floor (tower-A) behind the Help Desk/near the patient and attendant elevators.

The patient cannot stay overnight in the patient hold area, as it is an area to temporarily hold patients prior to consultation/ investigations/procedures.

As per the hospital’s policy investigations/procedures cannot be serviced based on prescriptions from other hospitals/health care facility.

The patients can buy a mask from the Ground Floor Pharmacy in Tower A, the hospital recommends all the patients/attendants to wear a mask while they are in the facility due to the growing wave of infections and the urgent need to strengthen all layers of protection against any communicable diseases.

As per the policy of the hospital, Refrigerated medicines and cut-strips cannot be returned, however, any other medicine can be returned within 90 days from the purchase date by submitting the original copy of the bill.

The hospital is not yet empanelled to provide treatment based on Aarogyasri / Aarogya Bhadrata schemes.

Patients visiting the hospital on out-patient basis cannot access the hospitals Wi-Fi, whereas patients once admitted in the hospital can ask the patient care executive for Wi-Fi access and a coupon code would be provided to the patient to connect to the network.

Friends and family members are an important part of the patient’s support system and are welcome to AIG Hospitals, however, the number of attendants are limited to 1 per patient.

The hospital offers home sample collection. Kindly call on (Phone: 6309788848).

Patient who are at the age of >=65 years, <=17 years, Post-transplant patient, Chemotherapy patients, handicapped patients, or unable to take care of themselves can be deemed vulnerable. The hospital identifies patients to be vulnerable in the initial screening process and marks their file with an orange sticker which acts as in identifier across departments and aligns care according to their needs. 

The hospital will not in anyways, be responsible for any loss or damage to patient’s/visitors personal belongings, however, the patient can report the incident to any Patient Care Executive/Coordinator, the security team will be available to assist the patients to retrieve their belongings under the organizations security regulations.

COVID-19 test is done in Tower A- Basement 1 parking area (Monday-Saturday), near the patients and attendants elevators. On Sundays, the test is done in Tower A- 1st floor Cluster F. The patients must carry any government authorized id card to get the test done.

Yes, all UPI payments are accepted, however, the payment is deemed to be completed only if the transaction goes through irrespective of money debited from the patient’s/attendants accounted.

All international cards are accepted for payments and the hospital does not charge any extra fee when an international card is used. However, please contact your account holder/bank to enquire about any extra charge deducted. 

The IP admission desk is located in: 
Tower A-1st Floor- Cluster J 

Yes, the patient can ask for a translator at any service location in the hospital, we provide translators who can speak a wide range of national and international languages. The service can be availed for free of cost.

The hospital facilitates the service through MM Travels, who are stationed at Tower A- 1^st floor Help Desk. The operational hrs are 9 AM to 7 PM

Yes, RTPCR test is done on a Sunday in Tower A- 1^st floor Cluster F.  All patients must carry a government authorized ID proof to get the test done.

As per the hospital policy, in the out-patient department, an elective service can be rendered only if the payment is done in full and no credit/partial payments will be accepted. This does not include emergency services/ in-patient services.

Yes, the hospital offers Trauma Services- 24x7, Tower- A- Basement 1.

The patient can ask for the list of senior consultants and choose to consult any doctor that they desire to purely on availability on the day.

AIG Hospitals has a dedicated International Patient Team/International Patient Lounge (in Tower A- Ground Floor), which takes care of all patient & attendant requirements and is a single point of contact in the hospital.  
Patients/Attendants can write to Mr Manohar Reddy (GM-International Relations) @ manohar.reddy@aighospitals.com (or) Mr Niladri B Samal (DGM- International Relations) @ niladrib.samal@aighospitals.com for further queries.

AIG Hospitals value and welcome your feedback. It is an important element to continuously improve quality of care, patient safety and overall service to all our patients. 
The guest relations department is available during OPD hours to address to all your concerns and they can be reached out by- filling the feedback form (available at all OPD counters), write to us at info@aighospitals.com or alternatively, the patient may ask for a guest relations executive to speak about your concern. 

Any counter/reception in the outpatient department can provide information about the packages offered by the hospital, further, the wellness department in Tower-B-8/9^th floor can provide comprehensive counselling about the services offered as part of the wellness center.

The healthcare professional (or) a representative attending the patient will tell the patient if the sample needs to be given on fasting or after food. It depends on the type of blood test advised.

Patients can raise a request for online consultation by calling the AIG customer service @ 040-42444222. One of our representatives will call you back within 24 hrs to confirm the consultation based on the doctor’s availability.

Yes, the patients can pre-book an appointment for the next visit, based on the doctor’s availability. However, it is advised to check with our call centre a day or two before the date of appointment for confirmation (in case of change in doctor’s schedule).

As per the hospital’s policy, we would not want to deny service to any patient on any grounds. Monday to Friday, between 9 AM and 6 PM, we would like to cater to as many patients as possible even if the patient has to be called as a walk-in patient.

The patient can register at any OPD billing counter, the patient has to carry a government authorized ID card and fill the mandatory fields in the registration form, i.e., Name, DOB, Phone Number, Gender, Address and one of our coordinators will help you with creating a UHID (Unique Health Identification Number)

Yes, Endoscopy and Colonoscopy can be done during the same visit provided the patient has come prepared for colonoscopy.

General Anaesthesia can affect one’s memory, concentration and reflexes for a while, so it is important for an adult to stay with the patient after the procedure.

The patient’s family is requested to bring the clinical summary and all supporting reports to AIG, based on which doctors evaluate the case and speak to the treating doctor (if required, in the admitting hospital) and decide whether to shift the patient to AIG hospitals 
We can provide logistic support to the patient (if required) 

Doctors at AIG prefer the patients getting the investigations done in the hospital because it gives an insight of the patients’ progress or deterioration of the disease and it also projects a trend of the patient’s health parameters.

The hospital offers home sample collection (Phone: 6309788848), home physiotherapy, home nursing and house-keeping services.

Yes, investigations or procedures can be done a day after the billing date.

Dr Shujaath Asif is a Pediatric Gastroenterologist in AIG hospitals, and works out of Tower A- 1^st floor Cluster I.

Psychiatry- IP services are out of scope services, however, the hospital has a memorandum of understanding with Continental Hospitals/ Medicover/Care Hospitals to cater to Out of Scope services.

Yes, the patient can get registered without a government authorised ID card. However, an undertaking is taken from the patient with all the demographic details provided by the patient for registration.

040-4244 4244

The patient/attendant can ask for a wheel chair at any OPD counter/reception and the coordinator will arrange for a wheel chair at the earliest.

The OPD- Consultations operating hours are 8 AM to 6 PM.

7 AM to 11 PM.

7 AM to 8 PM.

Yes, visitors will be allowed to visit patients while they are admitted in the hospital. 

• No visitor will be allowed beyond visiting hours. 

• Only 1 visitor is allowed per pass. 

• Children below the age of 12 years are not allowed to visit patients. 

Visiting Hours: 11 AM to 12 PM and 5 PM to 6 PM 

The patients can keep their valuables with them during OPD consultations/investigations, however, the hospital will not be responsible for any loss/damage of personal items. 

Medicines procured from outside the hospital cannot be used to undergo treatment in the hospital.

Joint Commission International accreditation and certification is recognized as a global leader for health care focusing on quality of care and patient safety. 
JCI standards serve as the foundation of an evaluation process that can help health care organizations like ours to measure, assess, and improve performance. It's our goal to develop standards that promote quality and ensure patient safety. 

• Code Blue – Medical Emergency - 1111 

• Code Red – Fire or Smoke – 2222 

• Code Yellow – Internal Disaster /Spill/Violent Behaviour – 3333 

• Code Orange – External Disaster – 4444 

• Code Pink – Child Abduction – 5555   

• Code Black – Bomb Threat - 7777.