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OUR OBJECTIVES TO PROVIDE PATIENTS WITH QUALITY MEDICAL CARE We strive to provide quality medical care in treatment of your medical condition, promoting your well-being, and respect your right to appropriate assessment and management of pain. TO TREAT ALL PATIENTS WITH DIGNITY AND RESPECT You shall be treated with respect, dignity and compassion regardless of race, gender, age, religion, nationality, sexual orientation, social status, mental or physical abilities. This include being: a) Attended to and cared for with the understanding that other patients may have more urgent needs. b) Addressed by your proper name. c) Provided with communication services like sign language, local language/dialect or foreign language interpretation if required. The hospital respects your right to seek a second opinion in relation to your care, and to request for discharge against medical advice. In doing so, you have to accept the responsibility for any medical consequences resulting from the decision. You shall be provided with respectful and compassionate care at the end of life, and where applicable, appropriate pastoral services. You have the right to make treatment or healthcare decisions in advance. All instructions related to your advanced care planning will be respected and complied with, to the extent permitted by hospital policy, professional standards and the law. a) If you have earlier planned an Advanced Medical Directive (AMD) as per the AMD act, we will respect your healthcare goals and wishes in accordance to the provisions of the AMD act. b) If you do not have an AMD, we will provide you with information to help plan an AMD, if you wish. c) If you or your family needs help in making difficult decisions, our counsellors, religious counsellors and others can help. If you are interested in volunteering in any research project or clinical trial, or are seeking information on research activities in TTSH, you can contact us at [email protected] or approach any of the ward or clinic staff. If you are invited to volunteer in any research project, you are free to choose to participate or not to participate. If you change your mind after you have agreed, you can withdraw from a project at any time without need to provide a reason. You will receive the same quality of medical care whether you decide to participate or not in research. If you have any ethical concerns about the management of the patient, you can approach the ward nursing manager or team doctor to access to ethics consultation services where appropriate. Medical treatment is administered in an environment that provides you with protection from harm by visitors, other patients, staff, and loss or theft of your personal possessions, especially when you are unable to assume responsibility. TO MAKE KNOWN THE IDENTITIES AND ROLES OF EACH PATIENT’S HEALTHCARE TEAM You are entitled to know the identities and any additional information of the healthcare practitioners responsible for your care. TO MAINTAIN PRIVACY AND CONFIDENTIALITY OF PATIENT’S MEDICAL RECORDS You will be interviewed, examined and treated in a private environment. You are assured of the confidentiality of your medical records, including Electronic Medical Records, and that access is strictly limited to the healthcare professionals involved in your care (unless required by Singapore Laws and Regulations). A copy of your medical record/report can be obtained upon request, in accordance to the hospital’s policy. TO PROVIDE EXPLANATION, EDUCATION AND COUNSELLING TO PATIENTS You will be informed of your diagnosis, treatment, expected results and any other information deemed relevant and significant by the doctor, in facilitating your decision in the treatment and care process. These include: a) Detailed explanation of your condition. b) Information on the planned course of treatment and procedures. c) Information on the risks, benefits and alternatives of treatment. d) Unanticipated outcomes, if any. You will be informed of your right to refuse or discontinue recommended treatment. TO PROVIDE A CHANNEL FOR PATIENTS’ COMPLIMENTS AND FEEDBACK The hospital appreciates feedback on areas we have done well or can improve upon. If you have any feedback, compliments or complaints, please contact our Service Quality at 6357 3078 from Mondays to Fridays, 9.00am to 5.00pm, or write to us at http://ttsh.com.sg/feedback/ TTSH will provide patient care within professional, financial, ethical and legal norms that protect you and your rights. PATIENT’S CHARTER

20685 TTSH Patient's Charter EN A4 · b) Maklumat mengenai rawatan dan prosedur yang dirancang. c) Maklumat mengenai risiko, faedah dan rawatan alternatif. d) Mengenai akibat yang

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OUR OBJECTIVESTO PROVIDE PATIENTS WITH QUALITY MEDICAL CARE We strive to provide quality medical care in treatment of

your medical condition, promoting your well-being, and respect your right to appropriate assessment and management of pain.

TO TREAT ALL PATIENTS WITH DIGNITY AND RESPECT You shall be treated with respect, dignity and compassion

regardless of race, gender, age, religion, nationality, sexual orientation, social status, mental or physical abilities.

This include being:

a) Attended to and cared for with the understanding that other patients may have more urgent needs.

b) Addressed by your proper name.

c) Provided with communication services like sign language, local language/dialect or foreign language interpretation if required.

The hospital respects your right to seek a second opinion in relation to your care, and to request for discharge against medical advice. In doing so, you have to accept the responsibility for any medical consequences resulting from the decision.

You shall be provided with respectful and compassionate care at the end of life, and where applicable, appropriate pastoral services.

You have the right to make treatment or healthcare decisions in advance. All instructions related to your advanced care planning will be respected and complied with, to the extent permitted by hospital policy, professional standards and the law.

a) If you have earlier planned an Advanced Medical Directive (AMD) as per the AMD act, we will respect your healthcare goals and wishes in accordance to the provisions of the AMD act.

b) If you do not have an AMD, we will provide you with information to help plan an AMD, if you wish.

c) If you or your family needs help in making difficult decisions, our counsellors, religious counsellors and others can help.

If you are interested in volunteering in any research project or clinical trial, or are seeking information on research activities in TTSH, you can contact us at [email protected] or approach any of the ward or clinic staff. If you are invited to volunteer in any research project, you are free to choose to participate or not to participate. If you change your mind after you have agreed, you can withdraw from a project at any time without need to provide a reason. You will receive the same quality of medical care whether you decide to participate or not in research.

If you have any ethical concerns about the management of the patient, you can approach the ward nursing manager or team doctor to access to ethics consultation services where appropriate.

Medical treatment is administered in an environment that provides you with protection from harm by visitors, other patients, staff, and loss or theft of your personal possessions, especially when you are unable to assume responsibility.

TO MAKE KNOWN THE IDENTITIES AND ROLES OF EACH PATIENT’S HEALTHCARE TEAM You are entitled to know the identities and any additional

information of the healthcare practitioners responsible for your care.

TO MAINTAIN PRIVACY AND CONFIDENTIALITY OF PATIENT’S MEDICAL RECORDS You will be interviewed, examined and treated in a private

environment.

You are assured of the confidentiality of your medical records, including Electronic Medical Records, and that access is strictly limited to the healthcare professionals involved in your care (unless required by Singapore Laws and Regulations).

A copy of your medical record/report can be obtained upon request, in accordance to the hospital’s policy.

TO PROVIDE EXPLANATION, EDUCATION AND COUNSELLING TO PATIENTS You will be informed of your diagnosis, treatment, expected

results and any other information deemed relevant and significant by the doctor, in facilitating your decision in the treatment and care process. These include:

a) Detailed explanation of your condition.

b) Information on the planned course of treatment and procedures.

c) Information on the risks, benefits and alternatives of treatment.

d) Unanticipated outcomes, if any.

You will be informed of your right to refuse or discontinue recommended treatment.

TO PROVIDE A CHANNEL FOR PATIENTS’ COMPLIMENTS AND FEEDBACKThe hospital appreciates feedback on areas we have done well or can improve upon. If you have any feedback, compliments or complaints, please contact our Service Quality at 6357 3078 from Mondays to Fridays, 9.00am to 5.00pm, or write to us at http://ttsh.com.sg/feedback/

TTSH will provide patient care within professional, financial, ethical and legal norms that protect you and your rights.

PATIENT’S CHARTER

PATIENT’S RESPONSIBILITIESPROVISION OF INFORMATIONYou are required to:

Provide complete, detailed and accurate information about your health, including present and past conditions, allergies, medications or dietary supplements, hospitalizations, healthcare regimes, and any other health-related matters.

Inform us if you do not understand what our staff tells you about your condition or treatment.

FOLLOWING THE DOCTOR’S RECOMMENDED TREATMENT PLANYou are required to:

Comply with the treatment plans prescribed by our healthcare professionals.

Inform our staff if you anticipate problems in following the prescribed treatment.

Be responsible for any consequences if you refuse medical treatment or leave the hospital against medical advice.

RESPECT AND CONSIDERATION FOR OTHERSYou are required to:

Abide by all hospital rules and regulations pertaining to patients and visitors, including visiting hours.

Treat hospital staff, other patients and visitors with respect and courtesy.

Keep to your appointments and be on time for your appointments. Otherwise, please notify the hospital early.

Respect the confidentiality and privacy of others.

Be responsible for the safekeeping of your valuables and personal possessions during your hospital stay.

Treat the hospital’s properties and facilities with due care and responsibility.

Participate in any activities aimed at achieving the common good of all patients in the hospital. This includes activities to promote patient safety and quality improvement, e.g. undergoing any test(s) for the purpose of infection control.

RELIGIOUS AND/OR SPIRITUAL COUNSELLING You are welcome to make arrangements for a religious

counsellor to visit and pray for you while you are in the hospital. Please inform the nurse if you are expecting a religious counsellor to visit.

Out of respect for other patients, please conduct your religious prayer in a manner that will not disturb other patients.

If you need help in finding a religious counsellor or religious centre in Singapore, please approach our staff who will provide you with a list of contacts where such services are available.

Where appropriate and possible, a trained nurse or the medical social worker can also help to facilitate a spiritual counselling session.

HOSPITAL CHARGESYou are required to:

Pay your hospital and physician bills promptly.

Seek clarification from our staff if there is a financial issue that you do not understand.

Ask for help to better understand your health insurance coverage and related policies.

CLINICAL TRAININGTTSH is a teaching hospital committed to the education and training of healthcare staff including medical/nursing/allied health students and trainees. The competency and professionalism of our healthcare professionals will benefit from your cooperation and in their clinical training.

DONATION OF ORGANSOrgan donation provides hope for a better quality of life for patients suffering from end-stage organ failures.

The Human Organ Transplant Act (HOTA) provides for the donation of organs (kidney, heart, liver and cornea) upon brain death. This applies to all Singapore Citizens and Permanent Residents aged 21 and above. This law presumes that individuals consent to donation unless they have personally registered their objection with the Ministry of Health by completing an opt-out card. You can help by not objecting to organ donation.

Details on brain death, HOTA or organ donation can be obtained from MOH at (https://www.moh.gov.sg/content/moh_web/home/legislation/legislation_and_guidelines/human_organ_transplantact.html). You can also contact the MOH HOTA hotline at 1800-2254122, organ donor registry at 6321 4390 or e-mail [email protected].

YOUR RELATIONSHIP WITH USOur doctors or nursing officers are available to discuss any concerns you have about your care. If you have any feedback on our services, please contact our Service Quality at 6357 3078 from Mondays to Fridays, 9.00am to 5.00pm, or write to us at http://ttsh.com.sg/feedback/

Last Revised April 2019

PATIENT’S CHARTER

OBJEKTIF KAMIUNTUK MENYEDIAKAN RAWATAN PERUBATAN YANG BERMUTU KEPADA PESAKIT Kami berusaha untuk menyediakan rawatan perubatan yang

bermutu untuk keadaan perubatan anda, menggalakkan kesejahteraan anda, dan menghormati hak anda untuk diberi penilaian dan pengurusan kesakitan yang sesuai.

UNTUK MERAWAT SEMUA PESAKIT DENGAN HORMAT DAN BERMARUAH Anda akan dilayan dengan hormat, bermaruah dan dengan

perasaan belas kasihan tanpa mengira bangsa, jantina, umur, agama, kebangsaan, orientasi seksual, status sosial, kemampuan mental atau fizikal.

Ini termasuk:a) Memberi layanan dan rawatan yang diperlukan, dengan

pengertian bahawa mungkin pesakit lain juga lebih memerlukan.

b) Memanggil anda dengan nama sebenar anda.c) Menyediakan perkhidmatan perhubungan seperti

bahasa isyarat, bahasa tempatan/dialek atau penterjemahan bahasa asing jika diperlukan.

Pihak hospital menghormati hak anda untuk mendapatkan pendapat kedua mengenai rawatan anda, dan hak anda untuk memohon keluar dari hospital walaupun bertentangan dengan nasihat perubatan. Dengan berbuat demikian, anda perlu bertanggungjawab atas kesan-kesan perubatan yang berpunca daripada keputusan anda.

Anda akan disediakan dengan penjagaan yang terhormat dan penuh belas kasihan pada saat akhir hayat dan jika perlu, perkhidmatan keagamaan yang sesuai.

Anda berhak untuk membuat keputusan awal dalam hal rawatan atau penjagaan kesihatan anda. Semua arahan yang berkaitan dengan perencanaan perawatan lanjutan anda akan dihormati dan dipatuhi, selagi tidak melanggar dasar-dasar hospital, piawaian profesional dan undang-undang.a) Jika anda sudah merancang untuk melakukan Direktif

Perubatan Lanjutan (Advanced Medical Directive – AMD) selaras dengan akta AMD, kami akan menghormati hasrat dan matlamat penjagaan kesihatan anda, menurut peruntukan di dalam akta AMD.

b) Jika anda tidak mempunyai AMD, kami akan memberikan maklumat tersebut untuk membantu anda merancang AMD, sekiranya anda mahu.

c) Jika anda atau keluarga anda memerlukan bantuan untuk membuat keputusan yang berat ini, kaunselor, kaunselor keagamaan dan yang lain-lain boleh membantu.

Jika anda berminat untuk menyertai projek kajian atau ujian klinikal secara sukarela, atau ingin mencari maklumat mengenai kegiatan kajian di TTSH, anda boleh menghubungi kami di [email protected] atau bertanyakan kepada petugas wad atau klinik. Jika anda dijemput untuk menyertai secara sukarela dalam mana-mana projek kajian, anda bebas untuk memilih sama ada untuk menyertai atau tidak menyertai. Jika anda mengubah fikiran selepas memberikan persetujuan anda, anda boleh menarik diri daripada projek tersebut pada bila-bila masa tanpa perlu memberikan sebab. Anda akan menerima mutu penjagaan perubatan yang sama, tidak kira anda mengambil keputusan untuk menyertai atau tidak menyertai dalam kajian.

Jika anda ada sebarang keprihatinan etika mengenai pengurusan penyakit, anda boleh bertanya dengan pengurus penjagaan wad atau doktor pasukan untuk mendapatkan khidmat runding cara etika, jika sesuai.

Rawatan perubatan akan dikendalikan dalam persekitaran yang memberi perlindungan kepada anda daripada diapa-apakan oleh pelawat, pesakit lain, petugas serta kehilangan atau kecurian barang-barang peribadi anda, terutama pada masa anda tidak mampu menjaganya.

UNTUK MEMAKLUMKAN IDENTITI DAN PERANAN SETIAP ORANG DALAM PASUKAN PENJAGAAN KESIHATAN PESAKIT Anda berhak untuk mengetahui identiti dan sebarang

maklumat tambahan mengenai pengamal dan penjaga kesihatan yang bertanggungjawab ke atas rawatan anda.

UNTUK MENJAMIN PRIVASI DAN KERAHSIAAN REKOD PERUBATAN PESAKIT Anda akan ditemu ramah, diperiksa dan dirawat di

persekitaran peribadi. Anda diberi jaminan akan kerahsiaan nota perubatan anda,

termasuk Rekod Perubatan Elektronik, dan akses yang sangat terbatas hanya untuk para profesional kesihatan yang terlibat dalam rawatan anda (kecuali diperlukan di bawah Undang-undang dan Peraturan Singapura).

Selaras dengan dasar-dasar hospital, anda boleh memohon untuk mendapatkan salinan rekod/laporan perubatan anda.

UNTUK MEMBERI PENJELASAN, PENDIDIKAN DAN KAUNSELING KEPADA PESAKIT Anda akan dimaklumkan tentang diagnosis, rawatan,

jangkaan keputusan dan maklumat yang didapati relevan dan penting oleh doktor, supaya ia dapat memudahkan anda membuat keputusan dalam memilih jenis rawatan dan penjagaan yang terbaik. Ini termasuk:a) Penjelasan terperinci mengenai keadaan anda.b) Maklumat mengenai rawatan dan prosedur yang

dirancang.c) Maklumat mengenai risiko, faedah dan rawatan

alternatif.d) Mengenai akibat yang tidak dijangkakan, jika ada.

Anda akan dimaklumkan mengenai hak anda untuk menolak atau menamatkan rawatan yang disyorkan.

UNTUK MENYEDIAKAN SALURAN BAGI UCAPAN PENGHARGAAN DAN MAKLUM BALAS PESAKITPihak hospital menghargai maklum balas bagi perkara-perkara yang telah kami lakukan dengan baik atau yang perlu dipertingkatkan lagi. Jika anda mempunyai sebarang maklum balas, ucapan penghargaan atau aduan, sila hubungi Mutu Perkhidmatan di talian 6357 3078 dari hari Isnin hingga hari Jumaat, 9.00 pagi hingga 5.00 petang atau menulis kepada kami di http://ttsh.com.sg/feedback

TTSH akan menyediakan rawatan pesakit dalam lingkungan norma-norma profesional, kewangan, etika dan perundangan untuk melindungi anda dan hak anda.

PIAGAM PESAKIT

TANGGUNGJAWAB PESAKITPENYEDIAAN MAKLUMATAnda dikehendaki untuk: Menyediakan maklumat yang lengkap, terperinci dan tepat

tentang kesihatan anda, termasuk keadaan sekarang dan masa lalu, alahan, ubat-ubatan atau suplemen diet, sejarah rawatan di hospital, rejim kesihatan, dan masalah berkaitan kesihatan yang lain.

Memberitahu kami jika anda tidak memahami apa yang dijelaskan oleh petugas kami mengenai keadaan atau rawatan anda.

PATUHI PELAN RAWATAN YANG DISYORKAN OLEH DOKTORAnda dikehendaki untuk: Mematuhi pelan rawatan yang ditetapkan oleh pakar

profesional penjagaan kesihatan kami. Memberitahu petugas kami jika anda menjangkakan

sebarang masalah dalam mengikuti rawatan yang ditetapkan.

Bertanggungjawab atas sebarang natijah jika anda menolak rawatan perubatan atau meninggalkan hospital walaupun bertentangan dengan nasihat perubatan.

MENGHORMATI DAN BERTIMBANG RASA TERHADAP ORANG LAINAnda dikehendaki untuk: Mematuhi semua undang-undang hospital dan

peraturan-peraturan yang berkaitan dengan pesakit dan pelawat, termasuk waktu melawat.

Bersikap hormat dan penuh sopan-santun kepada para petugas hospital, pesakit yang lain serta para pelawat.

Selalu menghadiri temu janji dan datang tepat pada waktu yang ditetapkan. Sila hubungi pihak hospital terlebih dahulu jika anda tidak dapat menepati waktu yang ditetapkan.

Menghormati kerahsiaan dan privasi orang lain. Bertanggungjawab untuk penyimpanan barang-barang

yang berharga serta barangan peribadi anda sepanjang anda berada di hospital.

Perlakukan harta benda dan kemudahan hospital dengan penuh cermat dan bertanggungjawab

Mengambil bahagian dalam mana-mana kegiatan yang bertujuan untuk mencapai kebaikan bersama bagi semua pesakit di hospital. Ini termasuk kegiatan untuk meningkatkan keselamatan pesakit dan mutu penjagaan, contohnya menjalani sebarang ujian untuk tujuan mengawal jangkitan.

KAUNSELING KEAGAMAAN DAN/ATAU KEROHANIAN Anda dipersilakan untuk mengaturkan kedatangan seorang

kaunselor agama untuk melawat dan berdoa untuk anda semasa anda berada di hospital. Sila maklumkan kepada jururawat jika anda ingin menjemput seorang kaunselor agama untuk melawat anda.

Demi menghormati pesakit lain, sila lakukan upacara keagamaan anda dalam keadaan yang tidak mengganggu mereka.

Terakhir Disemak April 2019

Jika anda memerlukan bantuan untuk mencari seorang kaunselor agama atau pusat keagamaan di Singapura, sila bertanya kepada petugas kami yang akan memberikan anda senarai perhubungan perkhidmatan yang berkenaan.

Di mana sesuai dan boleh, seorang jururawat terlatih atau petugas sosial perubatan boleh juga membantu untuk memudahkan anda melakukan sesi kaunseling kerohanian.

BAYARAN HOSPITALAnda dikehendaki untuk: Membuat pembayaran bil hospital dan doktor anda dengan

segera. Carilah penjelasan daripada petugas kami jika anda

mempunyai persoalan mengenai isu kewangan yang anda tidak fahami.

Mendapatkan bantuan untuk memahami dengan lebih lanjut dan jelas mengenai perlindungan insurans kesihatan dan dasar-dasar yang berkaitan.

LATIHAN KLINIKALTTSH ialah sebuah hospital pelatih yang komited kepada pendidikan dan latihan para petugas penjagaan kesihatan termasuk para pelajar dan pelatih perubatan/penjagaan/ bantuan kesihatan. Kecekapan dan profesionalisme karyawan penjagaan kesihatan kami akan meraih manfaat daripada kerjasama dan penyertaan anda di dalam latihan klinikal kami.

PENDERMAAN ORGANPendermaan organ dapat memberikan harapan untuk mutu kehidupan yang lebih baik bagi pesakit yang menderita kerosakan organ tahap akhir.

Akta Pemindahan Organ Manusia (HOTA) mensyaratkan pendermaan organ (ginjal, jantung, hati dan kornea) selepas kematian otak. Ini adalah untuk semua Warga Singapura dan Penduduk Tetap Singapura yang berumur 21 tahun dan ke atas. Undang-undang ini menganggap setiap individu bersetuju kepada pendermaan kecuali jika mereka mendaftarkan penentangan mereka sendiri dengan Kementerian Kesihatan (MOH) dengan mengisikan kad memilih-keluar (opt-out card). Anda dapat membantu dengan tidak menentang pendermaan organ.

Butiran lanjut mengenai kematian otak, HOTA atau pendermaan organ boleh diperoleh daripada MOH di (https://www.moh.gov.sg/content/moh_web/home/legislation/legislation_and_guidelines/human_organ_transplantact.html). Anda juga boleh menghubungi talian hotline 1800-2254122, pendaftar penderma organ di 6321 4390 atau e-mel [email protected].

HUBUNGAN ANDA DENGAN KAMIDoktor atau petugas penjagaan kesihatan kami sentiasa bersedia untuk berbincang mengenai sebarang keprihatinan anda terhadap rawatan anda. Jika anda mempunyai sebarang maklum balas mengenai perkhidmatan kami, sila hubungi Mutu Perkhidmatan di talian 6357 3078 dari hari Isnin hingga hari Jumaat, 9.00 pagi hingga 5.00 petang atau menulis kepada kami di http://ttsh.com.sg/feedback/

PIAGAM PESAKIT