Understanding your rights and responsibilities

Khoo Teck Puat Hospital (KTPH) is committed to giving you and your family quality health services that are safe, efficient and effective, while at the same time respecting your rights as an individual and patient of our hospital.

Patients are our priority. In keeping with our mission, core values and commitment, we have set up an environment of care and have put systems in place to ensure excellent quality of service to our patients. Our dedicated multi-disciplinary team of doctors and staff serves the community in all its ethnic and religious diversity.

Please do not hesitate to approach our staff if you need any assistance. All our staff strives to make your experience at KTPH a pleasant and comfortable one.

What are your rights?

You have the right to be provided with quality medical care

• We will make every effort to provide you with quality medical care through dedicated medical personnel whose primary objective is to safeguard your well-being and treat your medical condition.
  
• All medical decisions and recommendations on your treatment are made after careful deliberation, taking into account all available information and facts concerning your condition.
  

You have the right to be treated with dignity and respect

During a visit to your health service:

• You shall receive considerate, respectful, appropriate and cost-effective medical care, regardless of your age, gender, race, nationality, social status, physical or mental abilities.
  
  This includes being:
  
  • Addressed by your proper name
    
  • Provided with communication services like sign language, local language/dialect or foreign language interpretation if required
    
  • Attended to and cared for with the understanding that other patients may have more urgent needs
    
• The hospital will make every effort to respect your emotional, social, spiritual and cultural needs as long as they do not cause disturbance or harm to others.
• Your personal safety includes receiving care in a safe setting:
  • Being free from physical restraints unless medically required in situations where there is a substantial risk of imminent harm to yourself or others
  • Being provided with appropriate protection especially for the disabled, elderly and children
• You have the right to meet with your family, friends and other visitors during visiting hours unless your doctor or the hospital’s policy states otherwise. You and your family/nominated spokesperson also have the right to refuse visitors.
  
• You and/or your family/nominated spokesperson will be informed of the medical treatment which you will receive, and you can accept or refuse medical care or recommended treatment to the extent permitted by law. Please note that by doing so, you will have to accept the responsibility for any medical consequences resulting from your decision. In an emergency, the medical team will initiate treatment in your best interests and discuss further treatment with you and/or your family/nominated spokesperson.
• You have a right regarding how the staff of KTPH reaches you through electronic communication (e.g. text messages) for the purpose of appointments and other matters.
• You are entitled to a clean, safe and humane environment that affords reasonable protection from harm.
• You have the right to formulate an Advance Medical Directive (AMD). This is a legal document which you sign in advance, in the event that you become terminally ill and unconscious, to inform the doctor treating you that you do not want any extraordinary life-sustaining treatment to be used to prolong your life or appoint a representative to make your healthcare decisions. The hospital will respect your wishes to the extent permitted by law and the hospital's policy.
• You have the right to formulate an Lasting Power of Attorney(LPA). This is a legal document which you sign in advance, in the event that you should lose mental capacity, to inform the doctor treating you that you have authorised a representative to makehealthcare decisions and act on your behalf. The hospital will respect your wishes to the extent permitted by law and the hospital's policy.
• You have the right to make Advanced Care Plans (ACP) and appoint a substitute decision-maker (Nominated Healthcare Spokesperson or NHS), while you still have decision-making capacity. We will hear you out and try to understand your wishes, beliefs and values. The ACP will help the healthcare team and NHS honour your treatment preferences and wishes at a time when you have lost decision-making capacity. Let us hear your voice to respect your choice.
• You shall be provided with respectful and compassionate care at end of life, and where applicable, appropriate pastoral services.
  
• As medical research helps us improve healthcare, we may invite your involvement in research activities. You will be given information about the research and asked if you would like to participate in the activities.

You have the right to know the identities and roles of your healthcare team

• You are entitled to know the identities and any additional information of the healthcare practitioners responsible for your care

You have the right to the privacy and confidentiality of your medical records

• You will be interviewed, examined and treated in surroundings designed to give you reasonable privacy.
• You are entitled to have your medical records read only by individuals involved in your care or by individuals who are monitoring the quality of your care or involved in medical research and education as authorised by law or the hospital. All information and records regarding your care will be kept confidential. If you require further information, please do not hesitate to ask any of the staff caring for you.
• You may obtain a copy of your medical report in accordance with the hospital's policy.

You have the right to reader-friendly information about your treatment and will be provided with explanations and counselling

• You will be told of your medical condition, planned treatment and expected results, information on the risks, benefits and alternatives of treatment and any unanticipated outcomes (if any)in a language you can understand, where possible.
• You will be informed of your rights to refuse or discontinue recommended treatment.
  
• You will be informed of the care needed after discharge. We will help you identify sources of follow - up care and provide information and, where possible, training on the self- care you will need athome.

You have the right to make queries

• Please feel free to ask any questions to obtain information necessary for your decision-making. Our doctors and nurses are available to discuss any concerns you have about your care.
  
• If you have queries on the accuracy of your bills and hospital charges, you may request for a summarised list of charges and obtain information about them. Billing enquiry phone number and email address can be found on our Contact Us page.

You have the right to give a compliment or make a complaint

• Your feedback helps us improve our services and tells us what we are doing well and which areas we can improve. We appreciate your compliments if your experience has been a pleasant one. Your kind comments will encourage our healthcare team.
  
• If you have feedback on our services, please contact our Patient Experience Office at 6602 2789 from Mondays to Fridays, 8.30am to 5.30pm or use the Feedback form to write to us.
  

You have the right to a second opinion

• You may request for a second opinion on your care and we will try our best to facilitate this.
  
• You also have the right to leave the hospital against the advice of your doctor, unless otherwise stated by law or if you have certain diseases or are in legal custody. If you choose to do so, please be aware that the hospital and doctors will not be held responsible for any medical consequences pertaining to your health thereafter. You will be required to sign an ‘Acknowledgement of Refusal for Admission/Request for Discharge Against Medical Advice’ form that will relieve the hospital of any responsibilities.