Patient & Family Rights and Roles

At Pantai Hospital Ampang, we believe that all patients are entitled to good standards of practice and care.

Clinical, service, and operational excellence are essential to meeting our patients’ satisfaction.

We declare our commitment to excellence in healthcare provision by consistently reflecting on our vision and mission.

This leaflet contains information on your rights and responsibilities in this hospital to ensure efficient and effective provision of care.

Our Vision

To be the most trusted and friendly healthcare provider in Malaysia.

Our Mission

To take exemplary care of our patients anchored around our people who strive to continuously raise the bar in clinical, operational, and service excellence.

As a patient at Pantai Hospital Ampang, you have the right to:

Treatment and Care

• Choose your healthcare provider, whenever possible.
• Receive an explanation of your condition and its estimated cost of care planned.
• Receive explanation on the proposed diagnostics tests and the meaning of their results.
• Receive adequate information about your condition to consent to the treatment.
• Receive information on your health status and progress.
• Receive an explanation on the medication served.

Involvement in Care Decisions

• Give informed consent prior to any procedure performed.
• Seek a second opinion or alternative treatment.
• Involve your next of kin or any other person consented by you in the treatment and care plan.
• Accept or refuse the treatment once adequate information is provided.
• Know the names and the roles of your healthcare providers.
• Request for religious assistance and translator services if required.
• Explanation on the medication prescription.
• Option to refuse treatment and leave the hospital against medical advice at own risk.

Dignified Care

• Your information will be private & confidential and will not be shared with anyone outside the provision of your care.
• Be assessed and treated with respect and dignity, and without prejudice.
• Be in a clean, safe, and conducive environment at our facilities.
• Have your grievance(s) heard.
• Know the names and the roles of your healthcare providers.
• Be given relevant advice, counselling, and education on how to care for yourself, including administering medication, while in hospital or at home.

Medical Report and Bill

• Request for your copy of the results of any investigations.
• Be provided with a medical report within a reasonable timeframe upon payment of a reasonable fee.
• Be provided with an estimation of the bill upon admission.
• Be provided with a periodic bill status update.
• Receive an itemized bill upon discharge.

Organ Donation

• Request further information on organ donation.
• Option to sign up as a organ donor.

In return for receiving medical service at our facilities, as our patient, you are expected to:

• Cooperate with the healthcare provider to manage your health.
• Provide complete and accurate information about your health, which the healthcare provider may require to assist in accurate medical intervention. Such information shall include simultaneous consultations (if any) with other healthcare professionals or provider of traditional medicine.
• Ensure you understand the procedures and explanations given by the doctor and healthcare professionals.
• Accept all consequences of the decisions made by yourself or appointed nominees.
• Accept the responsibilities of settling all costs incurred within the stipulated time.
• Keep to the appointments or follow-ups given, and to inform the relevant parties if you are unable to do so.
• To adhere to the regulations of the healthcare facilities.
• Maintain a good conduct of yourself so as not to interfere with the wellbeing and rights of fellow patients.
• Accept preventive measures sanctioned by the Laws of Malaysia.

It is within your right to raise a grievance regarding our service. The below is a guide for our Customer Grievance Procedure:

• If you have any concerns regarding our service, you may lodge a complaint to the Customer Service department via;
  • Feedback QR codes displayed across the hospital
  • Verbal feedback to any of our staff
  • Pantai Hospital Ampang’s official Facebook, Instagram, Google and LinkedIn page
  • Email at [email protected]
• Once the complaint is received, the receipt will be acknowledged within 3 days.
• An internal review and resolution will be reached within 10 working days.
• Should the need arise, further discussion with the Management and Consultant will be arranged.
• If you are not satisfied with the resolution and would like to pursue further action, you may address the complaint to [email protected].

At Pantai Hospital Ampang, we seek to give you the best experience in your pursuit of better health.