For individuals and relatives arranging care
What to have ready when you call
Prepare a short summary of the substance or behaviour, when the problem became serious, any earlier treatment, the last use of alcohol or drugs, prescribed medicines and conditions that could affect safe care. You do not need a polished history. If there has been a seizure, overdose, confusion, self-harm threat or other emergency, tell the person on the phone immediately; the appropriate answer may be urgent hospital care rather than admission.
For someone who is reluctant to enter treatment, relatives can still ask about their own options, family boundaries and how to have a respectful conversation. An enquiry made by a relative does not replace the individual's consent or a legally appropriate capacity assessment.
Questions about money, rules and personal safety
Ask for the expected treatment setting, the name or professional role of the clinician conducting the assessment, the general plan for the first days and a written statement of fees. Confirm which services are included, whether outside consultations or tests cost extra, how refunds or early discharge are handled and who can receive emergency information.
Visitors should be able to ask about the complaint process, phone access, privacy, medicines, family visits, sleeping arrangements, diet and what happens if the patient feels unsafe. Do not accept promises of guaranteed cure or discharge by a fixed date. Treatment plans can change after proper reassessment.
Before you book a bed, get the important answers
A family may be ready to arrange admission today while the person needing treatment is uncertain, frightened or physically unwell. There may be practical pressure from work, school, money or travel. Even then, safety and suitability come before logistics. We encourage the person or family to explain the situation plainly and to ask which decisions require a medical assessment.
What to tell us during the first enquiry
- What substance or behaviour is causing concern, when the problem began and what has changed recently.
- For alcohol, drugs or medicines: the last use, approximate quantity, regularity, previous withdrawal symptoms and past treatment.
- Current medicines, allergies, significant physical or mental health conditions, recent admissions and any self-harm or violence concerns.
- Whether the person wants treatment, their age and any immediate legal or safety concerns.
- Where the family is travelling from and the type of support available at home.
Accuracy matters. Under-reporting alcohol intake or concealing sedatives can change the safety assessment. If someone is unconscious, having seizures, struggling to breathe or severely confused, do not wait for an admissions appointment; use emergency medical services.
The admissions conversation, in order
Initial enquiry
Talk through the present problem, the person’s willingness to engage, urgent risks and what information is needed for further assessment.
Assessment and suitability
Qualified clinicians assess relevant medical, psychological and social needs and recommend a suitable treatment setting. Referrals may be necessary.
Written information
Before confirming a stay, ask for the programme description, accommodation type, likely duration, fees, exclusions, cancellation conditions and the consent process.
Arrival and orientation
Ask what to bring, medicines and documents required, arrival times, privacy arrangements, personal belongings, calls and visits.
What about fees?
A proper quotation should make it possible to compare options rather than simply display a single headline price. Ask whether accommodation, meals, counselling, medical assessment, medicines, investigations, consultations, transport, special nursing arrangements or hospital transfer are included. Check payment timing, refunds, deposits and any circumstances in which charges change.
The cost of a programme should be considered alongside the qualifications of the professionals involved and the safety arrangements available. The cheapest or most luxurious option is not necessarily the appropriate one.
Privacy, consent and contact with relatives
People often assume admission automatically means family members will see all records or be able to contact the person whenever they choose. Treatment providers must handle these questions responsibly. Before admission, ask who can receive progress updates, how consent is recorded, what visiting arrangements exist and what happens if the person later changes their contact preferences.
In many situations, involving family can help recovery; it must not become a means of humiliating or controlling the person. Special rules may apply to minors, emergencies or impaired decision-making, and professional legal guidance may sometimes be needed.
What should be packed?
Bring identity documents, relevant medical reports, a list of medicines and prescriptions, emergency contact details and comfortable clothing after checking the centre's specific requirements. Do not stop prescribed medicines or discard them without medical advice. Ask about prohibited items and storage of valuables before arrival.
If you are coming from Navi Mumbai, South Mumbai or another city
Confirm the destination and arrival instructions directly with the team. The published contact address is Bungalow No. 13, Soham Gardens, Ghodbunder Road, Thane West. Travelling families should ask how urgent health concerns will be handled during the journey and whether prior clinical clearance is required.
Ask for these details in writing
Who is responsible for treatment decisions, where urgent medical care is accessed, the expected treatment setting, fees and exclusions, privacy/contact policies and the proposed plan for reviews and discharge.
Request an admission conversation
What happens if circumstances change after admission?
A treatment plan should be revisited when new information emerges, a patient develops medical symptoms, medication needs change or the person asks for a review. Discuss in advance how patients can raise concerns and what process applies if the proposed stay must be shortened or extended. Families should understand how updates are shared lawfully and how to request clarification on billing and arrangements.