Frequently Asked Questions

National Accreditation Board for Hospitals and Healthcare Providers (NABH) is a constituent board of Quality Council of India (QCI), setup to establish & operate accreditation programme for healthcare organization. The board is structured to cater too much desired needs of the consumers and to set benchmarks for progress of health industry.
Insurance Regulatory and Development Authority (IRDA) is an autonomous statutory body constituted to regulate and promote insurance and re-insurance business in India. It plans to ensure quality assurance of Healthcare Organisations(HCOs/SHCOs) on certain benchmarks defined for patient safety, infection control, quality of healthcare facilities etc., in order to create a standardized healthcare ecosystem.
HOPE stands for Healthcare Organisation Platform for Entry Level certification. National Accreditation Board for Hospitals and Healthcare Providers (NABH) has partnered with IRDA to carry out entry level certification of hospitals which has been made mandatory for providing cashless insurance facility to the citizens at their premises. Healthcare Organization Platform for Entry Level Certification (HOPE) is a revision of NABH’s current certification process for entry level HCOs/SHCOs, successful completion of which will ensure quality assurance of HCOs and SHCOs across the nation and will allow them to be eligible for NABH accreditation.
Certification ensures that the HCO/SHCO has met prescribed quality standards for patient safety, infection control, quality of healthcare facilities etc. as per the standards set by NABH.
Any HCO/SHCO applying for the certification has to follow the following process
• Submission of registration form
• Desktop form assessment
• On-site assessment
• On-site assessment form review
• Approval from certification committee
Only Hospitals providing Allopathic services can register on HOPE.
Single point of Contact.
Certification will be valid for 2 years.
There is no surveillance visit for your hospital. There will be recertification after two years.
The ongoing commitments of certified HCOs/SHCOs towards NABH will be:
• Diligently follow the NABH standards as an ongoing commitment towards patient safety and quality of healthcare.
• Correct use of NABH logo.
• Uploading data periodically on indicators as a part of the requirements of certification.
• Conduct the processes of HCO/SHCO in a manner that addresses patient safety and quality in healthcare.
The rules for the use of logo are displayed on the NABH website.
HCOs/SHCOs will be required to submit data on NABH stipulated indicators periodically after certification.
On noticing the deviations with respect to the requirements of continuing the certification, NABH secretariat can issue a show cause notice to your organization. If satisfactory explanation is not received, the certification status is suspended or cancelled.
HCO/SHCO can shift to another program while they are certified under current program, if the organization is eligible to do so. However, on the date HCO/SHCO is certified under another program, the current certification will expire.
HCO/SHCO can contact the NABH secretariat through mail or through call mentioned in the link- https://www.nabh.co/ContactUS.aspx
No, all the HCO/SHCO applying for the certification has to compulsorily go through the process defined in HOPE portal.
No, there is no last date to apply for certification. However, we recommend all the interested HCO/SHCO to apply on HOPE portal as soon as possible so as to avoid the delay in the process.
The HCO/SHCO can visit the web portal www.hope.qcin.org. and can register themselves by filling the required details such as name of the hospital, email id, number of beds etc.
Once the hospital registers themselves on HOPE website, the applicant will receive an email containing the login credentials from “HOPE Admin” on the registered mail id through which they can login to the HOPE dashboard.
After generation of login credentials, HCOs/SHCOs applying for certification has to submit all the relevant details on the portal followed by the fee payment.
Once HCO/SHCO login into the portal, there is an option at the right-hand side of the portal for “Change Password”. By using that option, HCO/SHCO can change password for their account.
If the number of sanctioned beds are 251 and above, two onsite assessors will be assigned to complete the assessment of one HCO/SHCO.
If the distance of the location is greater than 1 km from the main hospital building in that case, a separate registration of that location has to be done.
The registration form requires document uploading through 2 below mentioned options –
• Portal
• Mobile application.
For all the documents written in language other than English, a translated copy in English version is required during submission.
Submission of the form beyond the stipulated time will lead to cancellation of the application and the HCO/SHCO will have to register themselves again.
No, NABH will not accept any application in hard copy. All the applicants are required to submit the application through the website www.hope.qcin.org
The information related to various aspects of the healthcare organization has to be uploaded. It is also listed under the section 'List of Documents' We need information to be uploaded so that a shorter onsite assessment can be conducted. Uploading information at this point allows the HOPE team to check many aspects of the HCOs/SHCOs which is not requisite to be checked again.
Hospitals will have to submit the data in the format shown below:
Once submitted, the information in registration form cannot be change or replaced. In case HCO/SHCO wishes to make any change, they have to send the details of the required change to [email protected] with all the supporting information. It is on the discretion of NABH whether any information should be changed or not.
No, a new application number will be allotted to the HCO/SHCO on new registration.
Yes, all the HCO/SCHO applying for the certification has to pay the below mentioned fees after the registration form submission –
HCO (More than 50 Sanctioned beds) -Rs 52,000
SHCO (Up to 50 Sanctioned beds) - Rs 21,000
Kindly note that this amount is exclusive of all the taxes and service charges.
No, there is no refund policy. No request regarding the refund will be entertained.
No, the payment can be made only through following mentioned methods:
• Debit Card
• Credit Card
• Net banking
• Wallet
• Mobile payment
• Paytm
• UPI
After filling of all the details followed by the fee payment, HCO/SHCO will automatically be sequenced for a desktop assessment.
Desktop assessment form verification team will have the option of raising an NC (Non-Compliance) for the information which they find to be incorrect. HCO/SHCO has to clear all the NCs before it can proceed to onsite assessment stage. HCO/SHCO will have a maximum of 2 chances to clear all the NCs. If any HCO/SHCO fails to comply to all the NCs in those 2 chances, application will be automatically rejected.
A period of seven days will be provided to the HCO/SHCO to reply on the NCs generated after which they will be reviewed and for every closures that are not acceptable by backend team, Re-NC will be raised. HCO/SHCO will have a maximum of 2 chances to clear all the NCs. If any HCO/SHCO fails to comply to all the NCs in those 2 chances, application will be automatically rejected.
If any non-conformities are raised in the registration form, they can be replied by uploading the requisite evidence. Option to reply on those NCs will be provided on the portal in front of the question for which the non-conformity is raised.
There will be two cycles of closure of NCs each having a maximum limit of 7 days. If you fail to close the NCs within those cycles, your application will be rejected and the HCO/SHCO will have to register themselves again.
If the NC reply is not accepted in the first cycle, hospitals will be given another chance to reply on the NCs raised.
If the NC reply is not accepted in the second cycle then the application will be rejected and the HCO/SHCO will have to register themselves again.
After closure of all the NCs, HCOs/SHCOs will automatically get assigned an assessment date for on-site assessment.
HCO/SHCO are eligible only after the successful completion of desktop assessment stage.
The on-site assessment will be conducted by the assessor. He will take round of the hospital, check the documents and records, take photos, interview staff, upload evidences, etc. It is a finding process to check whether the on-site evidence matches the requirements of the standard.
Assessor will cross-verify some of the data that has been submitted in the registration form. Moreover, a pre-defined questionnaire has been developed on the basis of NABH standards. Assessor will record all the data against those questions on the mobile application.
The dates for on-site assessment will be assigned by HOPE team. These dates will be the earliest dates for the HCO/SHCO to complete the process as early as possible.
HCO/SHCO will be notified about the assigned inspection date on the HOPE Dashboard and also through mail on registered mail ID.
No, it will be only assigned by the HOPE team. However, HCO/SHCO will have an option to accept/reject the assigned on-site assessment date. Please note that any HCO/SHCO can only reject the assigned date with a maximum limit of 2 times. After 3rd time rejection, application will be rejected and the HCO/SHCO will have to register themselves again
Yes, HCO/SHCO can reject the assigned inspection date. However, any HCO/SHCO can only reject the assigned date with a maximum limit of 2 times. After 3rd time rejection, application will be rejected and the HCO/SHCO will have to register themselves again
There will not be any repercussions for such refusals.
Under rare circumstances, if the inspection agency fails to reach the HCO/SHCO on the scheduled date, the HCO/SHCO will get the earliest priority date for on-site inspection.
HCO/SHCO will have to give a credible reason backed with evidence if requesting such a change. NABH Secretariat will look into the request and after going through the same if found to be valid, NABH may replace the assessor.
The assessors are trained and qualified by NABH.
HCO/SHCO will bear the transportation cost of the assessor.
Assessor is to be provided with local hospitality of lodging and boarding in a clean hotel with good reputation within reasonable proximity of HCO/SHCO. The location must also consider the route and time that assessor will have to travel on his way back to the port of exit after the assessment.
No, HCO/SHCO do not have to pay anything to the assessor. In fact, any payment will be looked upon adversely by NABH. If assessor demands anything, please report to the call centre right away.
NABH will look adversely upon this practice.
Assessor will not be accompanied by any person other than designated by NABH and informed to the HCOs/SHCOs beforehand. If a staff of NABH Secretariat is sent to witness an assessment, he will be provided with a letter on hard or soft copy and will have his identity card for the same. In the absence of these, HCOs/SHCOs can deny permission to him. Any other person deputed by NABH will carry a letter and his own ID without which his entry can be denied. Same rule applies for an observer.
An observer is a person who has completed the NABH Assessor course and has to complete a certain number of observer ships before conducting his own independent assessments for NABH.
Backend team will have the option of raising an NC (Non-Compliance) for the information which they find to be incorrect. HCO/SHCO has to clear all the NCs to be eligible for certification. HCO/SHCO has to clear all the NCs before it can proceed to onsite assessment stage. HCO/SHCO will have a maximum of 2 chances to clear all the NCs. If any HCO/SHCO fails to comply to all the NCs in those 2 chances, application will be automatically rejected.
Please note that application will be rejected if any major deviation is found from the registration form.
There will be two cycles of closure of NCs. If you fail to close the NCs within those cycles, your application will be rejected and the HCO/SHCO will have to register themselves again
If there are any non-conformities, they can be replied by uploading the requisite evidence to close the same in a similar manner as in desktop assessment.
Two cycles are allowed for the closure of non-conformities.
After successful reply to all the NCs raised, HCOs/SHCOs case will be reviewed by the certification committee and is recommended for certification.
No, first the backend team will review all the information submitted against any non-compliance. After the successful verification of information, review committee will check the inspection report on the basis of which final decision will be made.
No. HCO/SHCO cannot ask for reassessment after assessment is conducted.
HCO/SHCO can appeal if there are any deviations in the process of assessment and not against non-conformities raised in the assessment. Such an appeal has to be raised immediately after the assessment.
If all closures for NCs are accepted, HCOs/SHCOs will be intimated of the result within five days after application is reviewed by certification committee.
Yes, the HCO/SHCO can re-apply for certification.
No, once rejected, HCO/SHCO cannot appeal against the decision of rejection of certification.
HCOs/SHCOs can apply for recertification six months prior to the expiry of current certification.
HCOs/SHCOs has to apply for renewal at least six months prior to the date of expiry of certification.
All fees applicable at the time will have to be paid at the time of re-certification.
All steps in the process of certification will have to be completed as at the time of new application for the HCOs/SHCOs undergoing re certification.
It is advisable to apply within six months prior to the expiry of current certification but it will be possible to apply up to three months prior to the expiry of current certification. But if HCO/SHCO cannot close the NCs on time within the validity of the current certification, the certified status will lapse.
No, fees will not be refunded. HCO/SHCO will have to register again and pay the fees again to apply for certification

Reference

QCI HOPE portal website .

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