PATIENT RIGHTS & RESPONSIBILITIES

THE GOOD CARE PEOPLE INNOVATIONS PRIVATE LIMITED

Effective Date: 17 October 2026

Last Revised: 17 October 2026

Website: https://www.thegoodcarepeople.com

1. Purpose and Company Identification

The Good Care People Innovations Private Limited ("TGCP", "the Company", "we", "us" or "our") believes that every person receiving care deserves dignity, respect, clear communication and appropriate safeguards. This Patient Rights & Responsibilities Policy sets out the principles TGCP applies when providing or coordinating care-related services and describes the reasonable cooperation expected of patients, families and authorised representatives.

TGCP is an Indian company bearing CIN U87100KL2026PTC104080. Its registered office is at 63/159, First Floor, DD Milestone, Kadavanthara, Ernakulam, Kerala – 682020, India.

This Policy is a public statement of service principles. It supplements, but does not replace, applicable law, individual service agreements, clinical consent requirements or the duties of independently responsible healthcare institutions and professionals. No provision reduces a patient’s statutory rights or excuses negligence or unlawful conduct.

2. Persons and Services Covered

This Policy is intended for patients, clients, caregivers, family members, legally authorised representatives, Healthcare Assistants and others involved in TGCP services. It applies, as relevant, to Homecare Services; Hospital & Bystander Support; Patient Transfer Services (Domestic & International); Training & Skill Assessment insofar as it affects patient-facing competence; and Health Screening.

TGCP primarily works at clients’ homes, hospitals, corporate premises and other appropriate locations. It does not currently operate its own hospital, clinic or diagnostic laboratory. Some services are delivered through TGCP-arranged personnel and others are coordinated with independent hospitals, clinicians, laboratories or transport providers. Each party’s responsibilities depend on the activities actually undertaken and applicable law.

3. Right to Dignity, Respect and Compassionate Treatment

Every patient should be treated courteously and as a person with individual values, history, preferences and circumstances, not merely as a condition or assignment. Care must respect bodily dignity, personal space, privacy during personal assistance, and appropriate social and cultural preferences.

TGCP expects care personnel to communicate respectfully, avoid humiliating or degrading conduct and support the patient’s comfort and independence to the extent reasonably feasible and safe.

4. Right to Fair and Non-Discriminatory Care

TGCP seeks to provide and coordinate services without unlawful discrimination based on sex, gender identity, religion, caste, disability, age, language, economic circumstances or other protected characteristics.

Care eligibility and the form of assistance offered may legitimately depend on assessed patient needs, professional competence, available resources, safety, geography and legal requirements. A necessary clinical or safety-based adjustment must not be used as a pretext for unlawful discrimination.

5. Right to Information About Services and Care Arrangements

Patients and, where lawful, their authorised representatives should receive reasonably understandable information about the proposed service, its purpose, expected scope, location, schedule, limitations and relevant alternatives before a paid arrangement is confirmed.

Where appropriate, TGCP will explain whether the service is assistance by an HCA, nursing or other qualified professional support, or coordination with an external provider. A website enquiry or preliminary assessment does not itself constitute a confirmed service booking.

Patients may ask questions and seek clarification about what an assigned person can and cannot do. Material changes to an agreed service should be communicated through the relevant service process.

6. Right to Know Personnel Roles and Professional Boundaries

Patients may seek reasonable clarification of the identity, assigned role and relevant professional capacity of persons sent to provide care. TGCP’s Healthcare Assistant Level 1, Level 2 and Level 3 labels are internal competency and care-service classifications, not government-issued licences or nursing registrations.

An HCA must not be presented as a doctor or registered nurse merely because of an internal level classification. Diagnosis, prescribing and regulated clinical procedures must be performed by appropriately qualified and authorised professionals.

TGCP will take reasonable steps to address reported concerns about assignment suitability or conduct. An alternative individual cannot be guaranteed in every location or at every time, but concerns will be examined fairly and with patient safety in mind.

7. Right to Participation, Choice and Informed Consent

Patients should be involved in decisions concerning their daily care and, where applicable, clinical treatment, in a manner appropriate to their capacity, preferences and circumstances. Information should be presented in a language and form reasonably understandable to the patient, with interpretation or assistance arranged where feasible.

Any clinical examination, test or treatment requiring informed consent must follow the relevant professional and legal standards. General acceptance of this website Policy, a service enquiry or a family member’s request is not a substitute for consent required for a particular clinical intervention.

A patient may raise questions, express preferences, decline a proposed non-emergency service or withdraw consent where legally permissible. The implications of refusal should be explained by the appropriately responsible professional when relevant. Emergency exceptions and decisions involving persons lacking legal capacity are governed by applicable law.

8. Right to Privacy and Personal Boundaries

Care personnel should provide reasonable privacy during bathing, dressing, toileting, examinations and other intimate activities, having regard to the person’s safety and practical care needs. Unnecessary exposure, photography, recording or observation is unacceptable.

Personal preferences about modesty, gender of assisting personnel, language and family presence should be considered where practicable. Accommodations are subject to safe service delivery, available personnel, lawful requirements and the needs of other persons involved.

9. Right to Confidentiality and Data Protection

Patient health information, identification details, contact information and care-related records must be treated confidentially and used or shared only when there is a lawful and appropriate reason. Relevant information may need to be shared with authorised TGCP personnel, treating clinicians, hospitals, receiving facilities, laboratories or other providers to support requested services and patient safety.

Patients may ask how their information is collected, used and shared and may exercise applicable data-protection rights through TGCP’s Privacy Policy and designated contact. Information is not made available to family members simply because they are related to a patient; disclosure depends on consent, lawful authority and other applicable rules.

TGCP personnel must not publish identifiable patient photographs, health details, testimonials or recordings for publicity without a lawful basis and any necessary consent or authorisation.

10. Right to Relevant Records and Information

Subject to applicable law, confidentiality and the type of service performed, patients and authorised representatives may request access to copies of relevant care records, screening reports, communication records or billing information actually maintained by TGCP.

TGCP will handle such requests through appropriate identity and authority checks and within applicable legal requirements. Records originating from independent hospitals, laboratories or clinicians remain subject to the record-holding institution’s procedures and legal duties; TGCP does not automatically control or possess those records.

A patient may raise a concern about apparent factual inaccuracies in information maintained by TGCP. Corrections or annotations will be considered in accordance with the nature of the record and applicable legal and clinical requirements; original clinical judgments are not automatically rewritten on request.

11. Right to Reasonable Patient-Safety Measures

TGCP’s service arrangements should consider assessed needs, assigned competencies, appropriate supervision or escalation, infection prevention, safe movement and handling, and reasonably foreseeable environmental risks.

Patients and families may report falls, medication concerns, deterioration, unsafe practices, equipment problems or other safety incidents. TGCP will seek to review concerns within its responsibility, take proportionate steps and refer clinical questions to suitably qualified personnel.

No care arrangement can guarantee an absence of accidents or complications. This does not diminish any applicable duty to use reasonable care or meet legal and professional standards.

12. Protection from Abuse, Neglect and Exploitation

Patients have the right to be treated free from physical, verbal, psychological, sexual and financial abuse, neglect, intimidation and exploitation. Allegations of mistreatment should be taken seriously, treated with appropriate confidentiality and escalated where patient safety, safeguarding rules or law requires.

TGCP personnel must not solicit improper personal benefits, misuse patient property or exploit a patient’s dependency. Families and patients must likewise avoid abusive or harassing conduct toward care workers.

Where an individual faces immediate danger, appropriate emergency, medical or law-enforcement services should be contacted rather than waiting for a routine administrative response.

13. Right to Communication and Involvement of Representatives

Patients should have a reasonable opportunity to understand arrangements affecting them, to raise questions and, where appropriate, to involve a person of their choice in discussions.

Where a patient cannot independently make or communicate a decision, TGCP and participating professionals will seek to identify the legally authorised representative or other lawful decision-making arrangement relevant to the situation. A family relationship alone does not confer unrestricted authority to consent to every procedure or obtain all confidential information.

14. Right to Seek Clinical Advice or a Second Opinion

Patients remain free to consult an appropriately qualified doctor or seek a second clinical opinion. TGCP personnel should not discourage necessary professional evaluation or represent general care observations as a medical diagnosis.

Requests for hospital treatment records or decisions about treatment remain with the relevant treating provider and are subject to applicable law. TGCP will cooperate reasonably with lawful information-sharing requests concerning records it actually holds.

15. Right to Transparent Charges and Service Conditions

Before service confirmation, clients or authorised decision-makers should receive the applicable quotation and material information about the proposed scope, duration, charges, taxes where relevant, third-party costs, cancellation and refund terms.

TGCP’s website is an enquiry and assessment-request platform; it does not currently accept direct service bookings or payments. Commercial arrangements, individual quotations and payment instructions are provided separately.

Patients and clients may raise questions concerning charges or request relevant bills or receipts relating to payments collected by TGCP. Where an independent provider bills directly, that provider’s billing records and obligations remain relevant.

16. Rights Specific to Homecare Services

A person receiving Homecare Services should be supported in their own home with respect for established routines, mobility, comfort, communication and personal preferences insofar as these are compatible with safe and agreed care.

The agreed care arrangement should distinguish personal assistance, observation and daily-living support from regulated nursing and medical functions. Reasonable concerns about the suitability of an assigned worker, shifts, supervision or care tasks may be raised with TGCP.

Homecare services do not convert a residence into a hospital or guarantee continuous medical monitoring, emergency response or the availability of a particular professional unless expressly arranged and legally permissible.

17. Rights Specific to Hospital & Bystander Support

Patients receiving hospital bystander or bedside support should be treated respectfully and receive assistance within the authorised role of the assigned person. The hospital’s policies, infection-control requirements, access rules and treating-team instructions must be followed.

TGCP support personnel do not replace hospital doctors, registered nurses or the institution’s clinical responsibilities. Questions about diagnosis, medication orders, discharge, treatment records or hospital charges should be directed to the responsible hospital team, with TGCP coordinating appropriately where involved.

18. Rights Specific to Patient Transfer Services (Domestic & International)

Patients and authorised representatives should receive reasonably clear information about the proposed transfer arrangements, anticipated providers, accompanying personnel where applicable, material travel dependencies and known limitations.

TGCP coordinates transport through external providers and may arrange suitable healthcare personnel to accompany the patient, depending on assessed needs and operational feasibility. Medical fitness, transport-provider acceptance, airline approvals, immigration permissions and receiving-facility decisions are determined by relevant qualified professionals, authorities and providers.

Patients should not be promised guaranteed clearance, admission, arrival times or clinical outcomes. Relevant information should be shared lawfully to support continuity and safety during transfer, with due regard to cross-border privacy and documentation requirements.

19. Rights Specific to Health Screening

Participants should be informed about the purpose and general scope of screening activities, the nature of the measurements, any material limitations and whether a qualified clinician is involved.

TGCP may conduct screening programmes with appropriate personnel or coordinate independent clinical providers. A screening result or automatically generated report is preliminary and is not a comprehensive diagnosis or prescription. Clinician-led evaluation or advice, when provided, is the responsibility of appropriately qualified professionals.

Participants should receive information on how their own results will be communicated and with whom identifiable reports may be shared. An event organiser or employer is not automatically entitled to a participant’s identifiable health results merely because it sponsored the programme. Appropriate consent, lawful authority and confidentiality safeguards are required.

20. Continuity, Changes and Ending a Service

Where a service needs to change because of patient needs, staff availability, safety, professional limitations or other legitimate circumstances, TGCP will seek to communicate material changes and consider appropriate alternatives within its responsibilities.

A patient or client may raise concerns, request reassessment or seek lawful discontinuation in accordance with the separately agreed service terms. TGCP may also need to modify or discontinue an unsafe or unworkable arrangement, while taking reasonable account of foreseeable patient-safety risks and any obligations under law or contract.

This Policy does not guarantee indefinite availability of any particular worker, shift pattern, treatment or service.

21. Right to Raise Concerns Without Retaliation

Patients, family members and authorised representatives may raise concerns about care quality, safety, dignity, confidentiality, staff conduct, charges or communication without intimidation or retaliatory treatment for making a genuine complaint.

TGCP will endeavour to receive and review complaints fairly, maintain appropriate confidentiality and refer clinical or third-party matters to the responsible organisation when necessary. Statutory complaint deadlines and escalation obligations, where applicable, take precedence over internal administrative processes.

Complaints do not prevent an individual from seeking assistance from appropriate consumer commissions, healthcare regulators, police, courts or other competent authorities.

22. Responsibility to Provide Accurate and Relevant Information

Patients and their authorised representatives should provide, to the best of their knowledge and ability, accurate information reasonably relevant to safe service planning. This may include mobility limitations, allergies, infection-related risks, medicines or treatment directions, communication needs and other matters material to the requested assistance.

Information should be updated when a significant change becomes known. TGCP will request only information reasonably needed for the purpose, and such cooperation does not transfer professional assessment responsibilities to the patient.

23. Responsibility to Respect Consent and Lawful Authority

Individuals submitting enquiries or communicating on behalf of patients must have an appropriate lawful basis to disclose personal information or make decisions. Patients and families should respect the patient’s privacy, wishes and legally protected autonomy.

Where consent or clinical decision-making authority is uncertain, it should be clarified with the responsible healthcare professional or appropriate lawful representative, rather than assumed from a general family relationship.

24. Responsibility to Maintain a Reasonably Safe Care Environment

For home-based services, the client or family should reasonably cooperate in providing safe access, suitable lighting, clear movement areas, necessary household assistance and disclosure of known hazards, to the extent within their control and capabilities.

Relevant infection-control guidance and agreed handling procedures should be followed, and pets, visitors or other circumstances that create foreseeable risks should be managed responsibly.

TGCP remains responsible for undertaking its own reasonable service and personnel-safety assessment; the patient or family is not required to guarantee a risk-free environment.

25. Responsibility to Respect Care Personnel and Professional Boundaries

Patients, families and visitors should treat HCAs, nurses, clinicians and other assigned personnel with courtesy and refrain from harassment, discrimination, threats or violence.

Care personnel should not be pressured to administer medicines, perform invasive procedures, provide diagnoses, work outside professional authorisation or carry out tasks outside agreed and lawful responsibilities. Concerns about a worker’s competency or conduct should be raised through the proper process rather than through intimidation.

Personal loans, gifts, financial arrangements and unrelated tasks involving workers should not be assumed to form part of TGCP’s service arrangements.

26. Responsibility to Follow Appropriate Clinical Guidance

Patients should seek clarification from the responsible qualified clinician about prescribed medicines, oxygen or respiratory support, mobility restrictions, wound care, device use and other treatment directions. TGCP care personnel should only undertake related tasks within their competence and legal authority.

Patients and families should not rely solely on website articles, preliminary screening results or unqualified opinions to change treatment. Decisions to accept or refuse treatment are governed by applicable informed-consent principles and individual circumstances.

27. Responsibility to Report Deterioration and Emergencies

Patients and families should promptly inform appropriate treating professionals of significant deterioration or urgent risks where reasonably possible. TGCP’s administrative email, website forms and telephone are not guaranteed emergency-response channels and should not be relied upon for urgent clinical rescue.

In an immediate medical emergency in India, contact emergency services (112), local emergency ambulance services where available, or the nearest appropriate medical facility. A routine complaint or service enquiry should not delay emergency action.

28. Responsibility Regarding Scheduling, Payment and Property

Clients and authorised representatives should cooperate with validly agreed schedules, access arrangements, notifications, payment terms and cancellation provisions, subject to applicable law and patient circumstances.

Personal property, equipment and documents belonging to patients, families, TGCP personnel or third parties should be treated responsibly. Any suspected loss, damage or misuse should be reported promptly for a fair assessment rather than automatically attributed to an individual.

29. Information Sharing, Photography and Publicity

Patients, family members, visitors and care personnel should avoid photographing, recording or sharing another person’s identifiable image, health details, conversations or records without an appropriate lawful basis and necessary permission.

Clinical or safety-related documentation may be subject to specific legal or institutional rules. Testimonials, website posts, social media messages and marketing material involving identifiable patients require suitable authorisation. Nothing in this clause is intended to prohibit lawful reporting of abuse, making a complaint or providing evidence to a competent authority.

30. Fair Interpretation, Accessibility and Legal Rights

These rights and responsibilities must be interpreted with regard to age, disability, illness, mental capacity, language and practical circumstances. A patient’s inability to carry out a responsibility personally must not automatically be treated as misconduct or a basis for unlawful denial of care.

This Policy is aligned in principle with patient dignity and safety guidance, including the Indian national patient-rights charter, without representing that all charter provisions apply identically to every TGCP activity. Applicable Indian and Kerala laws, professional standards and mandatory patient or consumer protections prevail over inconsistent wording.

This Policy should be read with TGCP’s Terms & Conditions, Privacy Policy and Medical Disclaimer, as well as any separate service documents and applicable clinical-consent processes.

31. Grievance Officer and Privacy/Data Protection Contact

For service concerns, patient-rights complaints, confidentiality issues or grievances within TGCP’s responsibility, please contact:

Reshma PR

Director – Grievance Officer & Privacy/Data Protection Contact

The Good Care People Innovations Private Limited

Email: office.admin@thegoodcarepeople.com

Telephone: +91 98460 28827

Complaints should contain enough relevant information to support review while avoiding unnecessary disclosure of sensitive medical details. Privacy and safety concerns will be escalated as appropriate. Where a complaint concerns an independent hospital, treating clinician or transport provider, TGCP may help identify the relevant channel but does not replace that party’s separate grievance obligations.

32. Official Company Information and Policy Updates

The Good Care People Innovations Private Limited

CIN: U87100KL2026PTC104080

Registered Office: 63/159, First Floor, DD Milestone, Kadavanthara, Ernakulam, Kerala – 682020, India.

Website: https://www.thegoodcarepeople.com

Email: office.admin@thegoodcarepeople.com

Telephone: +91 98460 28827

TGCP may update this Policy to reflect operational changes or legal developments. The published revision date will identify the current version. Material service or privacy changes will be communicated as required by applicable law.

© 2026 The Good Care People Innovations Private Limited. All rights reserved.