UMSC Patient Charter, a crucial resource that outlines your rights and responsibilities as a patient, caregiver, or customer when seeking treatment at UMSC premises. This charter is thoughtfully crafted in three versions – English, Bahasa Malaysia, and Mandarin – to ensure that every individual can fully comprehend their role and expectations during their healthcare journey at UM Specialist Centre.

Patient Rights

• Every patient has the right to access competent healthcare and treatment regardless of age, sex, sexual preference, ethnic, origin, religion, political
  affiliation, economic status and social class.
• Prior to commencement of treatment patients have the right to a clear explanation of the planned treatment/procedure/intervention/surgery and
  common complications that may arise.
• Patients will be provided with an interpreter where required.
• Patients shall be entitled to seek and obtain a second opinion on his/her health condition.
• Patients have the right to know the various options made available for the same treatment.
• Patients have the right to know the clinical investigations performed.
• Patients have the right to a medical report when requested, either by the patient or a third person with written permission and consent from the patient. Fees will be charged for the report.
• Every patient has the right to enquire information, provide feedback of their grievances to the Customer Services Management Department.
• Patients can expect a reasonable conducive, secure environment that protects their personal safety during admission or visit to UMSC.
• In the event of national or worldwide outbreak or pandemic, patients will receive information and education to support personal safety during his/her
  admission or discharge.
• Patient’s Personal Data and information shall be processed with consideration and respect with strict protection of their privacy and confidentiality in aligned with the Personal Data Protection Act 2010 (PDPA Act 2010).
• Patients will be able to identify UMSC healthcare workers through UMSC uniforms with UMSC Logo and UMSC staff tag. Outsourced contracted
  workers can be identified through their uniforms.

English | Malay | Mandarin Version:

Patient Responsibilities

The patient/guardian is responsible to provide accurate and complete information about his/her/patient’s health history and health related matters, treatment and follow up.

• The patient is responsible to follow medical instructions related to and comply with the agreed treatment or care plan.
• The patient is responsible to behave in the manner that is not disruptive to the operation and services of UMSC. All relevant facilities provided by UMSC shall be used responsibly.
• During visits and admission to UMSC the patient is responsible for all his/her personal belongings.
• The patient/family members is responsible on complying to “Zero Tolerance Policy”, i.e.
  i. no verbal and physical abuse towards other patients or our staff
  ii. no shouting, swearing or intimidating our staff
• Patient or family members who are abusive will be denied of services until they adhere to the policy.
• The patient is responsible to notify UMSC if he/she is unable to attend a listed appointment.
• Upon receiving information and education on national outbreak or global pandemic, patient is responsible to adhere to the protocols adopted by UMSC based on the requirements set by the Ministry of Health Malaysia (MOH).
• Patient is responsible to honour any financial obligation agreed with UMSC.
• Patient may be denied further services in case of unresolved financial obligations.
• The patient must not interfere with the well-being or rights of other patients or healthcare professionals.
• The patient shall inform UMSC if he/she is a registered organ donor.

English | Malay | Mandarin Version: