Your privacy, safeguarded

Elaj Hospital ("we", "us", "our") is committed to protecting the privacy and confidentiality of every patient, visitor and user of this website. This Privacy Policy explains what personal and medical information we collect, why we collect it, how we use and protect it, and the choices available to you.

By using our website, patient portal, appointment booking or clinical services, you acknowledge the practices described in this policy.

Depending on how you interact with us, we may collect:

• Identity and contact details — your name, CNIC, date of birth, gender, phone number, email and address.
• Medical information — symptoms, history, diagnoses, prescriptions, laboratory and radiology results, and other clinical records created during your care.
• Appointment and billing data — booking history, consultation fees, invoices and, where applicable, insurance or panel details.
• Technical data — device, browser and usage information collected automatically when you use our website or portal.

We use your information to:

• Provide medical care, treatment and follow-up, and maintain accurate clinical records.
• Manage appointments, tokens, reminders and confirmations by SMS, email and WhatsApp.
• Process billing, payments and, where relevant, insurance or panel claims.
• Give you secure access to your reports and prescriptions through the patient portal.
• Improve our services, and comply with legal, regulatory and professional obligations.

Your medical information is treated as strictly confidential. Access is limited to the clinical and administrative staff directly involved in your care, each of whom is bound by professional confidentiality obligations and the standards of the Pakistan Medical & Dental Council (PMDC). We do not disclose your medical records to third parties without your consent, except where required by law or to protect life in an emergency.

We may share your information only in these limited circumstances:

• With other doctors, laboratories or hospitals involved in your treatment or referral.
• With your insurer or corporate panel, where you have asked us to bill them, to process your claim.
• With regulatory authorities or courts where disclosure is required by the law of Pakistan.
• With trusted service providers (for example, secure IT and messaging providers) who process data on our behalf under confidentiality obligations.

We never sell your personal or medical data.

If you use our patient portal, you are responsible for keeping your login credentials confidential. Please do not share your password. Notify us immediately if you believe your account has been accessed without your permission. We apply reasonable technical and organisational safeguards to protect data held in the portal.

Our website uses essential cookies to keep the site working and to remember your preferences, and may use analytics to understand how the site is used so we can improve it. You can control or delete cookies through your browser settings; disabling essential cookies may affect how the site functions.

We retain medical records for the periods required by law and sound medical practice, and keep other personal data only for as long as necessary for the purposes described in this policy or to meet legal obligations.

You may request access to the personal information we hold about you, ask us to correct inaccurate details, or raise a concern about how your data is handled. To exercise these rights, contact us using the details below. We may need to verify your identity before acting on a request.

We may update this Privacy Policy from time to time. The latest version will always be available on this page, with the revision date shown above.