Patient Visitors Guide

Each patient will be issued one ‘Attendant Pass’ and one ‘Visitors Pass’ at the time of admission. (The terms and conditions applicable to these passes will be the same regardless of the bed category)
ATTENDANT’ is the person who must accompany the patient for 24 hours throughout the stay, with a valid attendant’s pass. This is mandatory to access different departments in the hospital.

VISITOR’ is only one person who is allowed to visit the patient only during visiting hours, with a valid ‘Visitor’s Pass’. Only one visitor at a time per patient shall be allowed.

Visiting Hours: 11:00 AM to 1:00 PM and 5:00 PM to 7:00 PM.

These passes are meant for hospital circulation only; please do not carry them outside. You have to return them at the time of Discharge.

If a visitor is not having the pass with him or her, he or she is requested to call the attendant to come down and present the visitor’s pass. Entry will not be permitted unless the visitors pass is presented at the security checkpoint

Passes MUST be kept safely, if lost; you have to pay Rs 100/- to get a fresh Pass made.

Our Reception staff will answer all your queries and assist you in choosing the room of your choice. However, this may be subject to availability. For room reservations, please contact the Reception counter. Also, please make sure you have the doctor’s admission note handy. In case of an emergency, you will be admitted to the Emergency Unit first and later shifted to the room of your choice.

You are required to pay an initial deposit at the time of admission according to the room category, which is applicable for both cash and insurance patients. Charges vary as per the room category, irrespective of the medical services.

Please ensure that you clarify all your doubts about charges. Should you have any questions regarding billing during your stay, our counsellor (Ground floor of the main lobby) would be more than happy to assist you.

If you need to change the room, please place your request at the nursing station of the same ward. Only one bed per patient is allotted.

Ensuring safety has three phases:

  • Rest adequately and familiarise yourself with instructions given by physician/surgeon.
  • During your stay at the hospital, we will leave no stone unturned to keep you safe, free from complications and comfortable. We request you to follow fundamental guidelines given below to prepare yourself for surgery.

Pre – Operation Phase

  • For a day surgery – Make sure you have adult supervision to accompany you and drive you home post surgery. In case, you do not have anybody to accompany you, we would be more than willing to reschedule your procedure to fit your needs.
  • If you fall ill one day prior to the surgery, call your doctor immediately.
  • Ensure maximum hygiene before you get admitted to minimize the possibility of infections.
  • If you discover that you may be pregnant post diagnosis of your surgery inform the surgeon immediately.

On Surgery Day

  • Follow all instructions given by the surgery, such as consumption of food or water prior to your surgery.
  • Ensure you take the medications prescribed by your doctor.
  • Flat footwear, loose clothing is a must.
  • Leave jewellery and valuables at home.

What you can Carry

  • Medications you take everyday, along with dosage and frequency
  • Asthma inhaler in case you need to use one.
  • Reading glasses, hearing aid, dentures in case you need to use any of these.

Across all our hospitals at SUN Hospital, we are open 24×7 for emergency care. Emergency care requires no admission. X-Ray, MRI, CT Scans, and ultrasound are some of the services that are covered.

You may call the following numbers or walk in any time of the day or night.

  • 06712307001
  • 7205715067
  • 06712301402

Conditions treated include but are not exhaustive:

  • Sprains and strains
  • Fever
  • Allergies
  • Sinus Infections
  • Minor lacerations and burns
  • Bronchitis
  • Muscle aches and pains
  • Abscesses
  • Migraine headaches
  • Stomach flu
  • Urinary tract infections
  • Earaches
  • Skin rashes
  • Other minor ailments

Emergency Care

  • The Emergency Care Department treats
  • Life threatening conditions
  • Severe chest pain or difficulty breathing
  • Fractures and compound fractures
  • Convulsions and seizures
  • Loss of consciousness
  • Head, neck or back injuries
  • Sudden and unexpected paralysis (symptoms of stroke)
  • Uncontrolled or excessive bleeding
  • Severe headaches
  • Fever
  • Coughing and vomiting of blood
  • Severe burns
  • Poisoning or suspected poisoning
  • Suicidal tendencies
  • Drug overdose
  • Injuries caused by violence
  • Accidents, car crashes and accidental falls
  • Pregnancy related problems
  • Patient Stories
  • Breathing easy

SUN Hospital’s foremost priority is patient safety. We leave no stone unturned and pay attention to every detail and regulation to ensure that our patients’ safety is ensured across all our campuses. Our best practices, coordinated with the expertise of our medical and non-medical crew ensure that every patient’s safety is ensured.

  • At SUN hospital, we provide our patients with
  • A safe, clean and healthy environment
  • Best in class technology adhering to industry standards of safety and security
  • Prompt response to their health care needs
  • Caregivers who communicate clearly and effectively and answer all the questions patiently and definitively to keep them as informed as possible regarding their care and treatment

Prevention of Infection

Constant and regular training of our doctors and paramedics with pertinence to infection helps us battle infection and safeguards the patient. Today, many healthcare institutions face this predicament, around the world.

Medical Safety

Our responsibility as caregivers is something we take very seriously to ensure the right medications are administered and on time. Our system of checks and counterbalances enhance efficiency and transparency to ensure medications are safely dispensed.

Our Commitment to Quality

The patients can rest assured that internationally accepted guidelines are being followed. In a short time, SUN Hospital has established its services to the communities it serves, with the highest levels of commitment and quality in our patient care. It is evident in all that we do and we shall continue to always maintain the rigorous quality of services and add to our strengths, as we grow.

Our patients and guests will experience the best levels of service at the Hospital. In keeping with the quality of our services, our in-patient services are equally unrivalled. Our patient rooms are designed to provide unmatched comfort and pleasantness. All our rooms are designed to be soothing and comfortable.

  • Our Private Patient rooms, Special Wards, Cabin include
  • Spacious rooms with ample storage space
  • Bathrooms
  • Sufficient space for visitors
  • A daybed for accompanying attendant
  • Cable Television
  • Soothing colors
  • Parking space
  • Full service cafeteria with patient menus, customizable to preferences
  • 24x  7  pharmacy, Advanced Radiology, Advanced Pathology
  • Centralised Air Condition

Historical medical data of all our patients are maintained in electronic form and copies are available on request. The medical record of each patient is an individual document, chronicling the medical treatment given, both past and current, the past and present health of the patient, and treatment plans for the future health care of the patient. Delivering your medical records is an integral part of our health care regime and processes and procedures have been implemented to facilitate the delivery of continuous and coordinated medical care.

  • Medical reports will carry any one or more of a patient’s medical history, pathological results, radiology, lab and / or operative reports
  • Laboratory reports and other studies will be provided
  • All in-patient discharge summaries, emergency department visits, health nursing reports, physiotherapy reports will be provided
  • All patients’ medical records are stored electronically and can be retrieved with ease, with the provision of the patient’s MRD number
  • All the medical records are securely maintained with access provided only to the authorized personnel
  • If radiology images or photos are required, we request you to contact the radiology department as the data will be available with them
  • SUN Hospital participates in maintaining the security of your health information exchange and we safely share the information with other members of your care team, so as to benefit you in every way


  • All medicines are supplied by the hospital pharmacy.
  • Patients are requested not to take medicines on their own. It will be given to them by the nurse. The unused medicines of the patient at the time of discharge, if not required further, may be returned to the pharmacy prior to discharge. No pharmacy returns will be done after discharge.
  • Post-discharge medicines can be indented through the nurse in charge of the ward. (This is applicable only for cash patients.)


  • At our Hospital, we have ensured that the pharmacy services are available 24 x 7
  • The Pharmacy also ensures that all the medicines are authentic and maintains appropriate storage conditions.


  • The housekeeping team maintains cleanliness and provides bedside assistance to patients.
  • Rooms / bathroom cleaning is done twice a day.
  • You will be provided with linen by the nursing staff.
  • You are requested not to flush sanitary napkins, cotton etc. through the toilet
  • The housekeeping supervisor will come for his rounds in the morning and evening.
  • A Complimentary welcome kit consisting of toothpaste, toothbrush, comb, soap, shampoo and talcum powder will be provided to patients admitted in private rooms or a higher category room. In case a patient asks for an extra kit, the same will be charged.

Food Services

  • The hospital provides a well-balanced vegetarian diet as per the medical condition of the patient
  • The patient’s diet is decided by the dietician in consultation with the doctor. Non-veg/Veg food will be chargeable. The dietician can assist you with diet related queries.
  • Please ensure that you consult your doctor before taking any outside food.
  • You can avail of our food outlet located within the hospital premises.
  • Attendants’ / relatives’ food can be provided at an extra cost.
  • Attendants’ / relatives’ food order has to be placed well in advance before 10.00 AM.

Facility Management Services

  • In case of any electrical faults with light switches, A/C, TV etc. or plumbing items like showers, flushes etc. please inform your ward secretary/nurse on duty for assistance.
  • Please do not attempt to shift or repair any electrical item.
  • Do not touch the oxygen and suction pump equipment.
  • Do not change the setting of the thermostat knobs.
  • The complex is monitored through CCTV and access control systems, because we value your safety.
  • Use of mobile phones is restricted in patient related areas.
  • The complex is monitored through CCTV and access control systems, because we value your safety.
  • Since the hospital is centrally air-conditioned, we request you to ensure that you keep doors and windows of your room closed all the time.

Financial arrangements for your hospital stay must be made prior to or at the time of admission. Please indicate the mode of payment you will use and make your preferences known before your admission. The responsibility for the payment of accounts will fall under one of the categories.

Cash Payment

In this case you may be asked for a deposit based on the estimated length of your stay at the hospital as advised by your consultant. The deposit is payable on your admission. The initial deposit is only a Token amount. This may vary most of the time, depending on the case & type of Room select for your day.

The Billing Staff will periodically inform you of interim bills and additional payments to be made. In case you require details or for any discrepancy, you can approach our billing section.

However if the patient’s condition warrants unscheduled surgical intervention, shift to ICU, use of ventilator and high-end antibiotics, then daily or alternate payment slip will be raised. In this context you are requested to update the deposit made periodically. Final bill will be given at the time of discharge.

Please ensure that all payments are made promptly. Upon discharge, a comprehensive bill showing all necessary details will be given to you. No payments outside of what is shown in the bill should be made.

Kindly refrain from giving tips to any of our staff. Please feel free to contact the Billing In-Charge in case of any queries or clarifications.

Payment is accepted by Cash / Credit Card / Debit Card only. Personal Cheques are not accepted.

  • Administrative charges will be charged as applicable on every bill. It is the operational charge for the services being availed by you.
  • Refunds above 10,000/- will be made by Cheques/NEFT only.
  • Dietician’s charges will be charged separately for diet planning of the patient.
  • In case a patient has been admitted in a lower category room due to non-availability of a room of their choice and subsequently transferred, billing will be done as follows:
  • Bed charges / investigations on actuals as per room category.
  • For patients transferred to intensive care units (ICU), rooms / beds occupied earlier must be vacated. In case of double occupancy, additional charges will be levied as per category of room.
  • Predetermined package – 100% of the package cost
  • Elective procedure – 90% of estimated hospital charges
  • All other cases – 80% of estimated hospital charge.

Company / Credit Payment

  • If your bill is to be paid by your company, please ensure that you bring with you a signed letter from your company clearly accepting responsibility for all medical treatment. The Hospital will provide treatment in the bed category specified by your company. Any deviations from the instructions will be billed directly to you. The Hospital will be more than happy to share with you in advance, approximate cost of treatment, investigations, hospital charges etc
  • Such information can be obtained in advance from the billing personnel.
  • Refund of deposit is given only up to 1000/- in cash if the bill is finalized before 5:30 PM. If the bill is finalized later or if it is a higher amount, refund is by cheque/ NEFT only the next day. If deposit is made through credit card, then refund is after 3 working days subject to funds clearance.
  • Please note that all your inpatient billing payments are to be made only at the I.P billing reception. No other personnel is authorized to collect any payment from you.

Billing Information

  • Bill estimate given is an approximate amount calculated on the basis of clinical condition as well as average length of stay. This may vary at the time of final discharge.
  • If the Company Paying credit patient gets admission at night, they are requested to visit respective offices (TPA/Corp desk etc.) in morning in order to complete the documentation, till the time of receiving cashless documents; the patient will be treated as cash paying patient for all aspects.
  • All Payments are accepted only at the Cashier’s Counter in the Inpatient Department; Customers are requested to obtain a valid receipt from the Cashier for the payment(s) made.
  • Our Hospital will not be held responsible for any payment made without a valid receipt (issued by Cashier) and outside the hospital premises.
  • Hospital is not responsible for delay or denial of the approval. Approval or denial of the claim is a matter to be settled between Insurance/ TPA and the patient. The hospital endeavours, at all times that the process goes through speedily.
  • Patients will be responsible for co-payment amount: Component from total billing (remaining amount) needs to be collected from the patient once Insurance Company confirms the final sanction and as mentioned in the approval document. Also patients need to pay the non-payable charges as defined by the Insurance/ TPA at the time of discharge.

The day of admission will be charged as full day, irrespective of duration/time of admission

Health Insurance

  • Most health insurance policies do offer cashless hospitalization facilities and route your policy through a Third Party Administrator (TPA). If you get hospitalized at a Network Hospital of your TPA, you will be eligible for cashless hospitalization. However, if you get admitted at a Non-network Hospital, then you will need to settle the bills directly and seek reimbursement from your TPA.
  • The Hospital has tie-ups with Third Party Administrators (TPA) to provide cashless benefits to patients with medical insurance. Cashless hospitalization is a facility provided by most health insurance policies and enables an insured customer to obtain admission and undergo the required treatment without a direct payment. The role of the hospital in cashless hospitalization is that of a facilitator only. The hospital has no authority to approve or disapprove any request for cashless hospitalization. To smoothen the cashless service there are guidelines to be followed.
  • Establish contact with the Insurance / Corporate desk at the hospital. You will need to present your original health insurance card issued to you by your TPA. Collect the pre-authorization form pertaining to your TPA. Forms are available at the counter from 9.00am to 8.00pm (all days). (Sundays:- 9:30am – 5:30pm).
  • The Hospital is only a ‘Service Provider’ and acts as a facilitator to expedite the insurance process, hence sanction of insurance is beyond the scope of responsibilities of the hospital. TPA/Insurance may fail to deduct certain charges but mention generic wordings for it and accordingly they will be collected by the hospital. Patients can claim reimbursement for the same through the insurance company as per their policy.

Your Pre-Authorization Form Will Have Two Sections

  • General details on the health insurance policy – to be filled in by you (the Insurance / Corporate Desk will assist you in case you have any difficulty).
  • Pertains to the treatment recommended for you – it needs to be filled in and duly signed by the Doctor who is treating you (do not attempt to fill this section; contact the Insurance/ Corporate Desk in case of any difficulty). This form is to be filled by the insurance policy holder.
  • Your Doctor will complete the medical details and sign the form. The Ward Secretary will help you facilitate the process. The completed form will be handed over to you which has then to be taken to the TPA counter wherein it will be faxed or e-mailed to the concerned party.
  • Kindly ensure that information provided by you is correct and consistent especially with respect to pre-existing ailments, as discrepancy in facts would result in rejection of claim and/or delays.
  • The fully completed form is to be submitted within 24 hours of admission.
  • In case of non-submission of form with stipulated time period, the patient will be asked to make the payment in cash.
  • Filling the authorization form does not mean that your claim has been approved.
  • The authorization of the amount is entirely at the discretion of the insurance company. The hospital is only a facilitator in this process and does not play any role whatsoever.
  • We will be working on your insurance approval however, at the same time, kindly keep yourself updated of the latest status of your claim at regular intervals.
  • In case the insurance company rejects the claim at any point of time, the patient is liable to make the entire payment to the Hospital.
  • All non-admissible charges (administrative charges, dietician charges, extra food, telephone, barber etc.) are to be borne by the patient as per the IRDA rule. The Hospital is only a ‘Service Provider’ and acts as a facilitator to expedite the insurance process; hence sanction of insurance does not come under the hospital purview
  • Before the patient is discharged, the discharge summary and final bills are sent for final sanction
  • The patient will be given clearance once the final bill is sanctioned by the insurance provider.
  • Please Note: All original reports including films and discharge summary along with bills will be forwarded to the insurance company for payment.

Once the patient is advised discharge by the treating consultant, it takes minimum three hours for cash paying patients and four hours for company paying credit patients to complete the discharge formalities. In case of Insurance covered patients the timing may be more depending on the approval received from the Insurance/TPA.

Once you clear the final bill, the Nurse in charge will hand over the discharge docket consisting of discharge summary and reports of all your investigations carried out during your stay at the hospital. This card gives the summary of your medical condition and management during hospitalization. It will contain instructions for your medication to be taken post discharge and follow-up details.

In case of insurance patients, please note the original reports/discharge summary is submitted to your TPA, hence the hospital will hand over a photocopy of the same to the patient.

In case a patient requires an original film of X-Ray/CT Scan/MRI/USG, the same will be on chargeable basis.

Patients/relatives are requested to vacate the room/bed immediately once the discharge formalities are completed.