Welcome to Eluvo. By accessing and using our website and services, you (“User”) agree to the following Terms & Conditions:
1. Acceptance Of Terms
- By seeking medical treatment, consultation, or any healthcare services from this facility, you (the “Patient”) acknowledge that you have read, understood, and agree to be bound by these Terms and Conditions. These terms apply to all patients, their legal guardians, and authorized representatives.
2. Scope Of Services
2.1 Medical Services
Our facility provides healthcare services including but not limited to:
- Medical consultations and examinations
- Diagnostic procedures and laboratory test
- Treatment and therapeutic intervention
- Emergency medical care
- Preventive healthcare services
2.2 Service Limitations
- Services are provided within the scope of our medical license and accreditation
- Certain specialized services may require referral to other qualified providers
- Emergency services are subject to our capacity and available resources
3. Patient Obligations And Responsibilities
3.1 Information Disclosure
Patients must:
- Provide complete, accurate, and truthful medical history
- Disclose all current medications, allergies, and previous treatments
- Inform healthcare providers of any changes in condition
- Present valid identification and insurance documentation
3.2 Compliance with Treatment
Patients are expected to:
- Follow prescribed treatment plans and medication regimens
- Attend scheduled appointments or provide reasonable notice of cancellation
- Participate actively in their healthcare decisions
- Follow post-treatment care instructions
3.3 Conduct and Behavior
Patients and visitors must:
- Treat all staff, other patients, and visitors with respect
- Comply with facility policies and safety regulations
- Refrain from disruptive, threatening, or inappropriate behavior
- Respect the facility’s smoke-free and alcohol-free environment
4. Financial Terms And Payment
4.1 Payment Obligations
- Professional fees are due at the time services are rendered unless prior arrangements are made
- Patients are responsible for all charges not covered by insurance
- Payment methods accepted: Cash, Bank Transfer, Debit Card, Credit Card
- A valid government-issued ID may be required for payment verification
4.2 Insurance and PhilHealth
- Insurance verification is the patient’s responsibility
- We will assist with PhilHealth and insurance claims processing
- Pre-authorization requirements must be obtained before non-emergency services
- Patients remain liable for non-covered services and deductibles
4.3 Outstanding Balances
- Collection fees and legal costs may be added to unpaid balances
- Services may be limited for patients with outstanding balances
5. Appointment Policies
5.1 Scheduling and Cancellation
- Appointments should be scheduled in advance when possible
- 24-hour notice required for cancellations or rescheduling
- Repeated no-shows may result in requirement for advance payment
- Emergency appointments are accommodated based on availability
5.2 Wait Times
- While we strive for punctuality, medical emergencies may cause delays
- Patients will be informed of significant delays when possible
- Walk-in patients will be seen based on medical priority and availability
6. Medical Records And Privacy
6.1 Confidentiality
- All medical information is confidential and protected under Philippine law
- Information will only be disclosed as authorized by law or with patient consent
- Staff are bound by professional confidentiality obligations
6.2 Medical Records Access
- Patients may request copies of their medical records with proper identification
- Processing time for records requests is 2 business days
- Fees may apply for copying and administrative costs
- Original records remain property of the healthcare facility
7. Informed Consent And Treatment Decisions
7.1 Informed Consent Process
- Patients have the right to receive information about proposed treatments
- Risks, benefits, alternatives, and expected outcomes will be explained
- Written consent may be required for certain procedures
- Patients may withdraw consent at any time (subject to medical safety)
7.2 Refusal of Treatment
- Patients have the right to refuse recommended treatment
- Refusal must be documented and may require written acknowledgment
- We are not liable for consequences of refused treatment
- Alternative treatment options will be discussed when appropriate
8. Emergency Medical Care
8.1 Emergency Treatment
- Emergency medical screening examinations will be provided regardless of ability to pay
- Stabilization of emergency conditions will be provided as required by law
- Transfer to appropriate facilities will be arranged when necessary
8.2 Emergency Contact
- Patients should designate emergency contacts for medical decisions
- Legal guardians or healthcare proxies may make decisions for incapacitated patients
- Emergency treatment may be provided without consent when legally permitted
9. Limitation Of Liability
9.1 Professional Standards
- We provide care meeting generally accepted medical standards
- Medical practice involves inherent risks and uncertainty
- Outcomes cannot be guaranteed despite appropriate care
9.2 Liability Limitations
- Liability is limited to direct damages resulting from proven negligence
- We are not liable for complications from patient non-compliance
- Liability does not extend to actions of independent contractors or consultants
- Claims must be filed within the statute of limitations period
10. Complaints And Dispute Resolution
10.1 Grievance Procedure
- Complaints should first be addressed with the attending healthcare provider
- Formal grievances may be filed with our Patient Relations Officer
- Written complaints will receive investigation and response within 7 days
- External complaints may be filed with regulatory agencies (DOH, PRC, PhilHealth)
10.2 Dispute Resolution
- Disputes will be addressed through good faith negotiation
- Mediation may be pursued before litigation
- Philippine courts have exclusive jurisdiction over legal disputes
- Prevailing party may be entitled to attorney’s fees and costs
11. Facility Policies
11.1 Personal Property
- Patients are responsible for securing personal valuables
- The facility is not liable for lost, stolen, or damaged personal property
- Valuables should be left at home or secured in provided lockers
11.2 Technology and Communication
- Mobile phones should be used respectfully and may be restricted in certain areas
- Photography or recording is prohibited without written consent
- Social media posting about other patients is strictly prohibited
12. Regulatory Compliance
12.1 Licensing and Accreditation
- This facility operates under valid licenses from the Department of Health
- Healthcare providers are licensed by the Professional Regulation Commission
12.2 Reporting Requirements
- Certain conditions must be reported to public health authorities as required by law
- Patient cooperation with public health investigations may be required
- Mandatory reporting does not require patient consent
13. Modifications And Updates
13.1 Terms Updates
- These terms may be updated periodically with posted notice
- Continued use of services constitutes acceptance of updated terms
- Significant changes will be communicated to patients when possible
13.2 Individual Agreements
- Specific procedures may require additional consent forms or agreements
- Individual agreements supplement but do not replace these general terms
- Conflicts will be resolved in favor of the more specific agreement
14. Contact Information
For Questions About These Terms:
- Administration Office: admin@eluvohealth.com
- Patient Relations: connect@eluvohealth.com
Regulatory Agencies:
- Refer to updated contact information shared online
15. Acknowledgment
By receiving services from this healthcare facility, you acknowledge that:
- You have received and read these Terms and Conditions
- You understand your rights and responsibilities as a patient
- You agree to comply with all facility policies and procedures
- You consent to the healthcare services being provided