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Here we explain your rights and responsibilities while you are a patient at Intercare Health Center.
If you have any questions, please contact us.

Patient and Family Rights

  • To be treated to the highest professional standards by appropriately licensed, qualified and experienced practitioners in a properly licensed and approved facility.
  • To be involved in any decision making about your treatment and care.
  • To have communications in your native language or through the services of an interpreter.
  • To refuse or accept treatment based on your own personal decision.
  • To have access to your medical records and expect those records to be up to date and accurate.
  • To receive information on admission about health care facilities regulations and relevant policies.
  • To expect reasonable safety in relation to the healthcare facility environment and practices.
  • To be able to seek a second opinion if you wish.
  • To expect privacy, both for your person and your information.
  • To be informed about any uncovered costs and expenses prior to making decisions.
  • To receive treatment in any emergency situation regardless of the status of your insurance card.
  • To receive information about how to make a complaint to the healthcare facility if you are unhappy about your rights not being met, the quality of your medical examination or treatment, the behavior of staff, or the safety standards of the health care facility.

Patient and Family Responsibilities

  • To bring your health insurance card with you when you attend a healthcare facility.
  • To follow the healthcare facility’s rules and regulations.
  • To follow the treatment plan as outlined by the healthcare professional.
  • To ask questions if you are uncertain of any aspect of the healthcare being provided by the healthcare facility.
  • To consider the rights and responsibilities of other patients, visitors and staff.
  • To show consideration for the needs of others at all times.
  • To use any emergency services only for very urgent problems or when you are unable to use other health care services.
  • To give accurate information about your personal details, medical history, any medication you are taking and any history of allergies or sensitivity to medicines.
  • To face the consequences of your own actions if you decide not to follow advice, instructions and/or treatment plans and recommendations.
  • To safeguard your belongings while receiving any healthcare treatment.
  • To keep appointments and to inform staff in advance if you are unable to attend.
  • To inform staff if you have any special needs for discharge from a hospital or clinic. You should try to make preparations for discharge to the best of your ability as soon as you are medically fit.
  • To be accountable for the payment of any deductible or medical services excluded from the insurance scheme provided by the practitioner/facility

Telemedicine Patient Rights

The patient and the person responsible for the patient’s decisions has:

  • The right to receive safe and quality care within the range of services that telemedicine provides.
  • The right to receive considerate, respectful and compassionate care regardless of your age, gender, race, national origin, religion, sexual orientation, gender identity or disabilities.
  • The right to be informed of the names of your doctors, nurses, nurse practitioner, and all health care team members directing and/or providing your telemedicine care.
  • The right to have a family member, support person, or other individual be present with you for emotional support during your treatment, unless the individual’s presence infringes on other’s rights, safety, or is medically or therapeutically contraindicated.
  • The right to be told by your doctor or nurse practitioner about your diagnosis, possible prognosis, benefits, risks of treatment, and the expected outcome of treatment, including unexpected outcomes.
  • The right to ask for a change of doctor, nurse practitioner, nurse or other health care team members or a second opinion.
  • The right to have your pain or illness assessed to be involved in decisions regarding your treatment. Parent, guardians, family members or others whom you may choose can speak for you if you cannot make your own decisions.
  • The right to receive privacy and confidentiality when you are receiving care.
  • The right to receive a copy of and details about your bill.
  • The right to know the telemedicine complaint process and share a complaint about your care either orally or in writing and receive a timely notice of resolution. If you have a complaint, you can directly file via website or call the Intercare Health Center to file a complaint.
  • The right to request an in-person consultation should you feel that the telemedicine consultation is less than adequate or otherwise unsatisfactory.
  • The right to receive information and ask questions related to the confidentiality of your telemedicine consultation and the use of your medical information.

Telemedicine Patient Responsibilities

The patient and the person responsible for the patient’s decisions, has the responsibility to:

  • To provide complete and accurate information about yourself and your health including present complaints, past health problems and hospital visits, medications you have taken (including prescriptions, over-the-counter and herbal medicines), and any other information you think your healthcare providers need to know.
  • Expected to ask questions when you do not understand information or instructions. If you believe you cannot follow through with your treatment plan, you are responsible for telling your healthcare provider. You are responsible for outcomes if you do not follow the care, treatment, and service plan.
  • To follow the instructions of nurses and other health professionals who are carrying out physicians or nurse practitioner orders.
  • Expected to provide correct and complete information about your financial situation as best you can and promptly meet any financial obligations agreed to with the clinic.
  • Expected to treat your healthcare provider and other health care team members with respect.

Complaint Process Flow

  • Patient / Guest with issues or concern shall inform any staff of IHC.
  • Head of Department will be asked for assistance in resolving the issue or concern.
  • For unresolved issues, patient / guest should complete a Complaint Form and submit it to reception or drop it in the Complaints / Suggestion Box.
  • An acknowledgement that a complaint has been received shall be given to the complainant within 48 hours from the date of the complaint.
  • Patient / Guest will be updated of the action taken regarding the complaint.
  • All complaints shall be resolved within 14 days from the complaint date.

Lodging a complaint with Department of Health

  • You may lodge a complaint directly to the Department of Health:
Complaint Form