Our Commitment to you

Protecting the interests of patients and their families

At Singapore General Hospital (SGH), we strive to provide “Best Outcome. Best Experience” for every patient entrusted to our care. Our services to you and your families are guided by Compassion, Communication, Commitment, Collaboration and Consistency – our Quality Behavior Standards.

We are an academic hospital committed to providing quality patient care, while at the same time training medical students and Residents, junior doctors undergoing specialty training, and other health care professionals. Many of our clinicians are also involved in clinical research as part of ongoing efforts to improve clinical outcomes.

Care and Respect

1. At SGH, you will be treated with dignity in a humane and safe environment. Your personal safety includes being free from physical restraints or seclusion, unless required as part of your overall medical treatment. Appropriate protection will be accorded to the disabled, elderly and those with special needs.
2. We will conduct consultation, examination, treatment and case discussion discreetly and with respect to your personal privacy.
   
3. We respect your personal values, religious and ethnic beliefs and need for privacy. Your nurse in the ward can arrange a visit by a religious counsellor if you require support in this area.
4. Making decisions about medical treatment for a serious illness can be difficult for you and your family. The Hospital's Bioethics Committee Secretariat provides guidance on difficult issues arising in such situations. We respect and will comply with your decisions made in accordance with your Advance Medical Directive if you have made one.

Confidentiality of Records

1. We are bound by law and professional ethics to keep your medical records, including Electronic Medical Records and all aspects of care rendered to you, strictly confidential.
2. This information will be disclosed to those involved in treating you and arranging for your care. Other staff in the hospital administration may have access to this information for the purpose of hospital performance measurement and quality audits.
3. For the purpose of research, there may be a need to view medical records for medical research and training, as authorised by the Hospital or permitted by law. We shall give due regard to the confidentiality of your information during this process.
4. We may be required by public authorities to disclose information under certain circumstances, such as for the purpose of notification of infectious diseases.
5. Your written authorisation will be required in all other instances should the need to release your information to others arise.

Explanation & Information About Your Treatment

1. You are entitled to information on your medical condition, conveyed in a way you can understand. This information includes, except in emergencies and where applicable:Treatment options (including surgery process)

• Known outcome
• Known risks of treatment
• Known risks and consequences of non-treatment
• Estimated hospital bill
  
• Plan for your continuing care after discharge
• The names of the healthcare professionals responsible for your treatment.

2. The information provided will help you decide whether to consent to, or refuse the proposed treatment.
3. However, if you choose not to undergo treatment, or leave the hospital against the doctor’s advice, within limits permitted by law, you may do so after signing a form to request discharge against medical advice.
4. As an academic hospital, SGH trains doctors, nurses and other healthcare professionals to serve the nation’s needs. Residents and students in medical, nursing and allied health disciplines may participate in your care as appropriate under the supervision of the physician in charge.

Seeking a Second Opinion

If you wish to seek second medical opinion from a doctor who is not from SGH, please inform your doctor in charge, so that he may advise you how you could do this.

Research

1. SGH is a major clinical research institution and regularly conducts scientific studies to advance medical science and seek cures and improvement in treatment.
2. If you are invited to participate in a clinical study, we will obtain your written consent. You can choose to refuse to participate or opt out at any point during the research after giving your written consent. Your decision not to participate will not compromise the level of care you are entitled to.

Organ Donation

Organ donation is a gift of life. It is the only way to a better quality of life for patients suffering from organ failure, such as in heart, liver and kidney failure.

The Human Organ Transplant Act (HOTA) allows for the kidneys, heart, liver and corneas of those who died in hospitals to be removed for transplantation. It applies to all Singapore Citizens and Permanent Residents 21 years old and above, who are of sound mind, unless they have opted out. HOTA also regulates living donor transplantation.

Organ transplant gives many patients a chance to a new lease of life. You may opt out of HOTA if you do not wish to donate any organ after death. Your wish will be respected.

The opt-out form is available upon request from the hospital, and polyclinics or from the National Organ Transplant Unit (c/o Block 3 Level 1 Singapore General Hospital, Singapore 169608, Tel: 63214390).

For more information, please contact HOTA
Hotline: 1800-2254-122 or visit the MOH website at www.moh.gov.sg.

Your Responsibilities

While we have a responsibility to safeguard your interests as our patient, it is important that you play your part in the entire treatment process. We want to give you the best possible care that meets your needs and to address the anxieties of your family. We ask that you and your family:

1. Provide complete information on your medical history (including allergies and medication prescribed to you by your family doctor; over-the-counter drugs and traditional medicine), financial circumstances, and other relevant details to enable us to help you.
2. Comply with the agreed course of treatment prescribed by our healthcare professionals.
3. Inform us when you encounter problems that prevent you from complying with the treatment prescribed.
4. Advise us of changes in your medical condition.
5. Appoint a decision-maker to represent your wishes about your care to us in the event that you are unable to do so.
6. Clarify any doubts on instructions given to you to prevent any lapse in after care upon discharge.
7. Be responsible in meeting the required fees and charges for the medical services provided to you.

Consideration for others

1.  We require all our staff to treat our patients with professionalism, respect and courtesy. We ask that our patients treat our staff, and the needs of other patients and visitors, with the same respect and courtesy that they expect.
2. Comply with hospital rules put in place for patients safety (eg policy on visitation).
3. Inform us in advance if you are unable to keep your follow-up appointment.

We thank you for placing your trust in us and we wish you a pleasant stay or visit at SGH. Our staff is always here to help so please approach us if we can make your visit or stay more comfortable.

Feedback

We value your feedback to improve our services. If you have any suggestion or wish to share your experience about our services, you may complete the feedback form or call our Office of Patient Experience at (65) 6326 5350.