Clients’ Charter
Last updated: 1 April 2026
The Clients’ Charter sets out the rights and responsibilities of clients when using the services of our clinic. It aims to promote cooperation and mutual trust between clients and health care providers, thereby enhancing the quality and effectiveness of health care services.
Clients’ Rights
Right to Medical Care
- To receive medical services that meet prevailing professional standards.
Right to Information
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To be informed of your health condition, diagnosis and relevant information regarding your treatment.
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To receive clear information on the purpose, benefits, risks, side effects, possible complications and alternative treatment options before giving consent to any investigation or treatment.
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To know the name, intended use and possible common or serious side effects of prescribed medications.
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To be informed of information relating to health care services and the applicable fees.
Right to Choice
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To accept or refuse any treatment or investigation, and to be informed of the possible consequences of such decisions.
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To seek a professional opinion from another doctor.
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To decide whether or not to participate in clinical teaching, professional training, medical research or surveys.
Right to Privacy and Confidentiality
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To have your privacy, dignity, religious beliefs and cultural background respected.
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To have your personal and health information kept confidential in accordance with applicable laws.
Right to Complaint
- To provide feedback or lodge a complaint, and to have it handled in a fair, impartial and timely manner in accordance with established procedures.
Clients’ Responsibilities
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To respect health care providers and other clients, and cooperate accordingly.
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To provide accurate and complete information regarding your current condition, medical history, allergies and other relevant details.
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To follow the agreed medical or care plan and professional advice.
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To attend appointments on time and inform the clinic as early as possible if you are unable to attend.
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Not to request health care providers to provide false or misleading information, receipts, documents or certificates, or to make inaccurate entries in records.
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To take proper care of your personal belongings.
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To settle all fees for services received in a timely manner.
Enquiries
For any feedback or enquiries regarding our services, please approach the attending doctor or nurse, or contact our Customer Service Officer via [email protected].
For enquiries relating to the regulation of private healthcare facilities, you may also contact the Department of Health via [email protected].