Patient Rights and Responsibilities

Dear Patient,

Welcome to Aga Khan University Hospital (AKUH) and thank you for selecting our Hospital for your healthcare needs. We are grateful to you for the level of confidence you have placed in us.

At this academic medical centre, we are all committed to providing the highest standards of quality care and are striving to not only meeting but exceeding your expectations. The facility personnel who care for the patient are qualified through education and experience to perform the services for which they are responsible as per set standard and policies. The patient's bill of rights and responsibilities is another pioneering initiative to ensure high-quality patient care services. It is expected that observance of these rights will contribute to more effective patient care and greater satisfaction for you, your family and our staff and the facility as a whole caring for you.

YOUR RIGHTS

1.0  Accessibility to Care:

You will be provided with the best possible care available, regardless of age, gender, nationality, ethnic background, religious origin or financial means. The care will be respectful of your culture, religion and beliefs.

2.0  Guidance:

You will be provided with proper guidance in seeking financial assistance if you are in need of such help in connection with your care and treatment at AKUH. Such financial assistance is subject to the availability of resources in the institution.

3.0  Communication:

You will be informed of your rights in a manner that you can understand. In addition, other relevant information such as services available in the faculty, the mechanism to lodge a complaint, making a suggestion, accessibility to ethics consults, etc. will be provided to you and/or to your family.

4.0  Patient education:

You and/or your family will be provided with education about our disease process after assessing your learning needs. Upon discharge, you will be provided with a discharge summary. On your request, a clinical summary under the signature of the treating physician will be provided.

5.0  Privacy and confidentiality:

Care will be provided with full recognition of the individual need for privacy in treatment and care along with protection of confidentiality of your health information. Disclosure of information will be made as per the Hospital's policy and Government regulations.

6.0  Involvement:

Depending on your ability or that of your next of kin, you and/or your immediate family will be involved in decisions regarding admission, treatment, referral and/or transfer and discharge. You and your next of kin have a right to be informed about the benefits and risks of the proposed investigative and treatment procedures.

7.0  Informed consent:

An informed consent will be administered to you/your next of kin prior to undergoing treatment procedure according to the Hospital policy. The organisation will follow the established process, within the context of existing law and culture, when persons other than you grant consent.

8.0  Refusing treatment:

You and/or your family have a right to refuse treatment and to seek discharge. We will advise you/your family regarding the medical consequences of such a decision. However the Hospital will not be held responsible for any consequences resulting from such a decision made by you/your family.

9.0  Seeking second medical opinion:

We will respect your right to seek a second medical opinion, which in most instances will be provided by an AKUH credentialed specialist. A request for consultation from an outside non-credentialed physician will be honored with the concurrence and approval of the treating physician and of the Medical Director of AKUH. In case of genuine dissatisfaction with treatment, you are entitled to request a change in your treating physician. The concerned chair/section head will assist you in this regard

10.0  Transfer

A critical care patient being considered for transfer to an alternate treatment facility will be provided with all possible support and facilities.

11.0  Participation in research:

You have the right to be informed, to agree to or to refuse to participate in any research/educational projects affecting your care or treatment. Your refusal will not in any way affect the quality of care available to you. An informed consent must be obtained from you and/or from your next of kin prior to your being enrolled in a research project. This should include explanation of benefits and risks or discomfort from participating in the project. All research project involving patients and/or review of their medical records should be undertaken after approval of the research protocol by the Ethical Review Committee of Aga Khan University (AKU).

12.0  The Hospital Ethics Committee:

In case of conflict or ethical concern arising from care and treatment given to you, consults from The Hospital Ethics committee can be sought by you/your family through the physician/nurse in charge of your care.

13.0  Patient's Complaints/Suggestions:

The Hospital will provide for and welcome the expression of grievances or complaints and suggestions by you at all times either by speaking directly to the team leader, supervisor, service coordinator or manager assigned to your care. You may file a formal complaint in writing by filling the “Complaint/Suggestion Form”, which is available at all service counters, and depositing it in the complain/suggestion boxes available at several locations throughout the Hospital. Our staff on each floor will be happy to assist you in this regard.

YOUR AND/OR YOUR FAMILY RESPONSIBILITIES

1. You and/or your family members are responsible for:

• Providing complete and accurate information necessary for your medical treatment.

• Abiding by Hospital rules and regulations regarding admission, treatment, safety, privacy and visiting etc.

• Refraining from the use of violent and disruptive behaviors or language abuse. In case of any dispute, query or grievance, you are requested to bring the matter directly to the attention of team leader, supervisor, service coordinator or manager assigned to your care.

• Seeking complete and accurate information and/or explanation regarding Hospital services and charges and for ensuring payment of Hospital bills in full and in a timely manner.

• Exercising care and caution in using Hospital facilities and equipment.

• Complying with all discharge instructions and keeping follow-up appointments.

• Being considerate towards the rights of other patients and of Hospital staff.

2. Smoking is not allowed anywhere in the Hospital premises except designated areas.

3. You are advised not to bring valuable personal belongings to the Hospital.

4. It is expected that you and your family will cooperate with nursing staff, consultants, housekeeping staff, trainees/residents and students in carrying out assessment, investigations and treatment procedures.

5. In case of gross misbehavior by the patient and his/her family and friends, AKUH reserves the rights of admission to its facility, transfer out of the Hospital and further action.  

We wish you a complete and speedy recovery.