COMPONENTS OF OUR SERVICE CHARTERS

 

It is your right to complain or provide feedback.

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PRINCIPLES OF SERVICE CHARTERS

 

We are open to constructive critics, comments and commendations. 

 

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CUSTOMER OBLIGATIONS

 

We constantly seek to improve the quality of our care. There are a number of things you can do to help us give you a better service.

 

Please remember to:

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1. Follow the treatment plan recommended by your physician or nursing care provider.

 

2. Keep appointments and notify us when unable to do so.

 

3. Take responsibility for your actions if you refuse treatment or do not follow your physician’s instructions.

 

4. Bring any documents we may need. For example, your means of identification (e.g. NRIC), prescriptions, referral documents if you have been referred to us by another clinic or any record card from other clinics or healthcare providers.

 

5. Give your physician all the details about your condition, any illness you may have, past hospitalizations, any medications that you are taking, any allergies you may have and any other matter relating to your health. Remember, the more said the better.

 

6. Report unexpected changes in your condition to your physician.

 

7. Ask your physician to explain again if you have not fully understood the recommended course of instructions.

 

8. Give accurate and reliable information about staff or services to help to improve quality of services.

 

9. Kindly channel any complaint or feedback through email at enquiries@drtonytan.com.

 

10. Respect our staff, be polite and treat our staff with respect and courtesy, as verbal or physical abuse towards any of our staff will not be tolerated or accepted.

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RIGHTS OF PATIENTS

 

A patient has some inherent rights under the law and these can be summarized as follows:

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1. A patient has a right to know the clinic rules and charges before getting treated.

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2. A patient has absolute right to privacy, consultation, physical examination, case discussion, procedures and the right to have his management kept confidential.

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3. She has a right to ask any person who is not directly involved in his treatment or examination not to be present.

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4. She has a right to know about the nature of illness, and reports of investigations; it is the patient’s right to know the necessity of treatment; alternative modes of treatment; risk of pursuing the treatment/undergoing a surgery including their inherent risks and complications; probable duration of treatment; prognosis (chances of recovery) illness in the language she can understand.

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5. A patient has a right to ask the doctor to write in the prescription, the name of disease she is suffering from, the finding of the doctor or in brief the probable diagnosis, the name and dose of the drugs being dispensed and the procedure and investigations being ordered to be done on her.

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6. It is equally a patient’s right to seek consultation from another doctor/specialist.

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7. It is her right as a patient to refuse further medical care. She can leave against medical advice, to the extent that it does not contravene any law. In case she decides to quit treatment against medical advice, she has right to obtain details of investigation and treatment undergone. Patient has right to refuse reasonable treatment even if it is unreasonable to do so. It is her right to get medical record.

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8. It is her right to obtain a medical certificate of illness/fitness.

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9. It is her right as a patient, to examine and receive an explanation about the bill of the doctor/hospital and a receipt of the amount paid, regardless of the source of payment.