Patient Charter

We endeavour to provide the highest level of patient care available in the world. We treat our partnership with you as a personal relationship. The more we both put in, the better we both benefit. We have outlined some guidelines to let you know what you should expect from us and what we require from you. These will help to ensure that you receive the best possible standards of care.

What you can expect from us:

A high standard of care including appropriate and timely medical care delivered in a clean and safe environment.
Staff who will provide care that supports patient dignity is respectful of patient’s personal values and beliefs including requests for spiritual and religious observance. See our spiritual care document for further details.

Information in a language you can understand including a clear and concise explanation of your condition, proposed treatments or procedures, the benefits or drawbacks of the proposed treatments and expected rehabilitation in order to enable you and your family to participate in decisions regarding your treatment. In such circumstances where students will be involved in your care, you will be informed of this.

You have the right to identify who you wish to participate in care decisions.
Informed consent including the risks & benefits and you have the right to refuse treatment. In such instances, your medical practitioner will outline in detail the consequences of such actions.
Complete privacy and confidentiality of information related to your medical care and history and personal information.
Access your health record where appropriate.
Your privacy respected, especially during examinations and when discussing the nature of your condition.
You have the right to seek a second opinion without fear of compromise to your care within or outside the organisation. In such instances, please discuss with a member of the nursing staff. (See CORP 4a policy)
To be treated in a courteous manner at all times by all hospital staff.
To be treated with respect free from any type of discrimination on the basis of age, colour, creed, national origin, sexual orientation or disability. See our spiritual care document for further details.
You or your family has the right to complain about any aspect of the service provided by this clinic and to be informed of the outcome as soon as possible. The hospital complaints procedure is available on request.

Reporting a quality and safety issue/concern to Joint Commission International (JCI)

A patient, staff, or a member of the public may report any safety or quality issue with SSC to its accrediting body, the Joint Commission International.

Complaints may be submitted by e-mail or in writing to:
Email: jciquality@jcrinc.com
Mail: Quality and Safety Monitoring Joint Commission International Accreditation 1515 W. 22nd Street, Suite 1300W Oak Brook, IL 60523 USA

What we ask from you:

• Consideration for your fellow patients, their families and our staff.
• That you let us know if you do not understand any information which we give you.
• That you provide us with accurate and precise information regarding your past medical history.
• That you participate as much as possible in decisions regarding your care.
• That you follow the hospital’s health and safety policies including the non-smoking policy.
• That you provide us with accurate and up to date financial and health insurance information.