PATIENT’S RIGHT

It is the policy of the clinic to inform patients about the nature of his medical condition and
any proposed treatment, investigation or procedure and the likely costs of the treatment,
investigation or procedure as part and parcel of his consultation. It is the duty of the patient
to ensure that he has understood that all relevant information pursuant to the above upon
completion of the consultation. All patients in the clinic will be treated with strict regard to
decency. A medical report shall be forwarded within two weeks upon request and upon
payment of the fee as per the Seventh Schedule (Professional Fees – Medical Report Fee).

PATIENT’S MEDICAL RECORD REGISTER

All patients’ medical records shall be kept in a safe and orderly fashion in the clinic. No
records shall be transferred out of the clinic without expressed approval of the Person-in-
charge. Any movement of patient’s medical record shall be entered into the patient’s
Medical Record Movement Register

GRIEVANCE MECHANISM
It is the policy of this clinic to have a grievance mechanism for patients. The format of the
grievance mechanism shall be documented in this Manual for reference of the Person-in-
charge and the clinic staff. A feedback form as determined by the Person=in-charge shall be
provided for the convenience of patients. The mechanisms shall be as follows: Any patient
with a grievance shall be asked to first discuss his/her grievance with the Person-in-Charge.
If this fails to resolve the problem, he/she shall be requested to lodge his/her grievance in
writing by filing the Feedback Form. Upon completion of the Feedback Form, he/she shall
then inform the senior staff of the clinic who shall then receive and acknowledge receipt of
the completed form. The Staff-in-charge shall inform the patient that investigation shall be
completed within two weeks. The staff shall then forward the Feedback Form to the Person-
in-charge as soon as possible. The Person-in-charge shall conduct an investigation within
two weeks upon receiving the form and shall record his/her findings in the Grievance
Investigation Report. Upon completion of his/her investigations, the Person-in-charge shall
inform the patient of the findings. If this does not resolve the matter, the Person-in-charge
shall then inform the patient that the clinic will arrange for the services of a mediator from
the local Private Practitioners’ Association or any other mediator that is agreeable tp both
parties to resolve the matter. If this fails, the Person-in-charge will then refer the matter to
the Director-General for adjudication