This charter reflects our hospital’s commitment to delivering high-quality, compassionate, and patient-centered care. It sets out the rights and responsibilities of patients, the hospital’s service excellence commitments, and the duties of staff to ensure a safe, respectful, and satisfying healthcare experience.

Patient Rights

As a patient, you have the right to:

• Be treated with dignity, respect, and compassion.
• Receive clear, accurate, and timely information about your health and treatment.
• Participate in decisions regarding your care.
• Privacy and confidentiality of your medical information.
• Access quality healthcare without discrimination.
• Provide feedback, make complaints, and receive fair resolution.

Patient Responsibilities

As a patient, you are expected to:

• Provide accurate and complete information about your health.
• Follow prescribed treatment plans and medical advice.
• Respect hospital staff, fellow patients, and property.
• Adhere to hospital rules and regulations.
• Settle bills and financial obligations promptly.
• Participate actively in your care and give constructive feedback.

Hospital Commitments to Service Excellence

Our hospital commits to:

• Delivering safe, timely, and evidence-based medical care.
• Ensuring a clean, safe, and healing environment.
• Treating every patient and family with courtesy, empathy, and respect.
• Reducing waiting times and improving service efficiency.
• Responding promptly to patient feedback, compliments, or complaints.
• Continuously improving services through staff training and quality monitoring.
• Upholding transparency, accountability, and fairness in all dealings.

Staff Commitments

All staff are responsible for:

• Demonstrating professionalism, empathy, and respect in every interaction.
• Maintaining confidentiality and ethical standards at all times.
• Communicating clearly and patiently with patients and families.
• Collaborating as a team to enhance patient care and safety.
• Taking accountability for service quality and promptly addressing concerns.
• Continuously upgrading skills through training and learning.
• Acting as ambassadors of service excellence within the hospital and community.

Continuous Improvement

This charter will be regularly reviewed in line with ISO 23592 (Service Excellence), ISO 10001 (Customer Promises), ISO 10002 (Complaints Handling), and ISO 10003 (Dispute Resolution) to ensure we consistently meet and exceed patient expectations.