Patient Rights & Responsibillity

At Masood Hospital, we understand that coming to a hospital is a stressful experience for you. If you are the one who is ill, the stress is extreme but even if you are accompanying a loved one as an attendant, the anxiety is high as is the concern. We thank you for trusting us as your healthcare facility. We understand that you are anxious not only because of the pain or discomfort of your symptoms but also because you are not sure whatís going to happen next. We believe that in such circumstances, you may draw certain comfort from knowing your rights which will help you decide to some extent what you should expect. Your health or its restoration is central to your existence and therefore we believe that of all the team members who are going to work on restoring your health status including the physicians, nurses and technicians at your hospital, the most important team members are the patients and their families. As a very important team member, you have certain responsibilities to fulfill as well, to ensure effective performance of this team:

AS A PATIENT AT MASOOD HOSPITAL YOU HAVE THE RIGHT TO INFORMED CONSENT IN TREATMENT DECISIONS, TIMELY ACCESS TO SPECIALTY CARE, AND CONFIDENTIALITY PROTECTIONS:

1. You have a right that your health, well-being and safety remain a priority concern of Masood Hospital during your stay here.

2. You have a right to be treated courteously and with respect, empathy and dignity irrespective of your age, disability, gender, marital status, pregnancy, maternity, race, religion, socio-economic status, cultural beliefs, color, caste and/or creed and with due care to and respect of your religious and cultural beliefs throughout the duration of care. You have the right to swift access to your required services without discrimination. You have a right to access special arrangements provided by the hospital for ease of elderly patients or disabled patients if you fall in either category. You have a right to your privacy at all times before during and after your medical checkups.

3. You have a right to receive complete information about your condition and treatment options in a language that you easily understand so you can make informed decisions about specific care choice(s) being offered to you and before giving your consent to the specific care choice offered to you. Should you so prefer, you have a right to seek second opinions from qualified professionals before consenting to a specific care choice and to be assisted by the hospital management in this regard to arrange from its panel of qualified, trained and accredited professionals. Except in emergencies and/or mental incapacity (in accordance with the relevant law), you have the right to accept or refuse any treatment, examination, test or screening procedure that is advised to you after written acceptance of the consequences of refusal of treatment, examination test or screening procedure. You have a right to be asked permission of before being included in, and a right to refuse to participate in research, or any project dealing with your disease, care and treatment.

4. You have a right to have your medical records and communications with providers kept in complete confidentiality. You have the right to access your own medical records, including but not limited to, comprehensive medical history, examination(s), investigation(s) and treatment along with the progress notes, and obtain copies thereof.

5. You have a right to be accompanied by a family member or carer, as the case may be, particularly if you are a child, female, elderly and/ or disabled. If you are a child or a female and undergoing a procedure that requires you to be anesthetized, Masood Hospital is to ensure presence of a female staff in the immediate post anesthesia phase until a family member or carer can join you.

6. You have a right to expect that the management, physicians, and or staff of Masood Hospital involved in rendering health or ancillary services to you shall not misuse nor abuse their fiduciary position vis-a-vis you or your carer(s) or family members, as the case may be, for undue favor(s) including but not limited to sexual favor(s) or any other undue or uncalled for reward or privileges in terms of professional fee or gifts etc.

7. You have a right to be given written instructions regarding your treatment, including instructions at the time of discharge.

8. You have a right to End of life care; this means that you have a right to be cared for in your final hours or days of their life. You have a right to be cared for even if you are suffering from a terminal illness or terminal condition that has become advanced, progressive and incurable. Even if no treatment may be advisable and or given, you still have the right to palliative and or terminal care.

AS A PATIENT AT MASOOD HOSPITAL YOUHAVE THE RIGHT TO COMPLETE AND EASILY UNDERSTOOD INFORMATION ABOUT THE COSTS OF YOUR COVERAGE AND CARE & TO CONCISE AND EASILY UNDERSTOOD INFORMATION ABOUT YOUR COVERAGE:

1. You have a right to be made aware of the costs, fee and/or expenses, prior to the consultation, treatment or other services, and/or operation/procedure, as the case may be, and receive payment receipt(s) for the same. You have a right to examine and receive an explanation for the bill(s) regardless of the source of payment.

2. In case your payments are to be made by your insurer or corporation, you have the right to complete and easily understood information about the range of covered benefits, required authorizations, and service restrictions or limitations (such as on the use of certain health care providers and/or prescription drugs or treatment procedures and/ or preventive procedures)

AS A PATIENT AT MASOOD HOSPITAL YOU HAVE THE RIGHT TO A REASONABLE CHOICE OF PROVIDERS AND USEFUL INFORMATION ABOUT PROVIDER OPTIONS:

1. You have a right to be attended to, treated and cared for with due skill, and in a professional manner for the highest attainable standard of health in complete consonance with the principles of medical ethics. You have a right to knowing complete professional identity and professional status of the Physician(s), Healthcare Service Provider(s) and other staff providing services and it is your right to know whether they are appropriately qualified and trained. If dissatisfied with their care, you have the right to change providers from within the pool of accredited providers of the same specialty at Masood Hospital.

2. You have a right to expect that the hospital either owns or has the capacity to arrange, all required necessary equipment in order and working condition, for rendering the requisite services promised to you by our staff and/ or physician(s) and healthcare providers, including but not limited to treatment.

3. You have a right to receive emergency healthcare, unconditionally. However, once the emergency has been dealt with, you may be discharged or referred to another Healthcare Establishment [emergency requiring healthcare is a situation threatening immediate danger to life or severe irreversible disability, if healthcare is not provided urgently]. You have a right to timely referral and access to needed specialty care and other services at other healthcare facilities if your condition allows your team to refer you.

AS A PATIENT AT MASOOD HOSPITAL YOU HAVE THE RIGHT TO COMPLAIN:

1. You have a right that you be informed as early as possible regarding cancellation and/or postponement of any appointment, surgery, procedure, treatment or meeting, that you have been scheduled for.

2. You have a right to lodge a formal complaint with the management of Masood Hospital if you have been harmed by, including but not limited to maladministration, malpractice, negligent treatment, or failure on part of staff, physicians and/or healthcare providers of the hospital. At Masood Hospital we have a formal system of complaint handling and you can lodge your complaint through the system clearly explained in your room guest book and on the information sheets displayed with all complaints boxes placed. You have the right to keep your identity concealed if you so wish while lodging the complaint and you also have the right to reveal your identity and remain associated throughout the progress of the complaint and its outcome.

3. You have a right to seek compensation if you have been harmed by, including but not limited to maladministration, malpractice, negligent treatment, or failure on our part or on part of any staff/employee or others rendering services at Masood Hospital, if we fail to redress your complaints in an appropriate manner.
Just like you have rights at Masood Hospital, as a patient, a patientís carer and/ or a family member you have certain responsibilities and obligations too. These obligations demand their fulfillment for our physicians, healthcare providers and staff to fulfill your rights and provide you the care you require. Unless you fulfill these obligations, the onus of responsibility for your health or lack of it remains with you. These responsibilities include:

PURSUE HEALTHY LIFESTYLES:

1. You should pursue a lifestyle known to promote positive health results, such as proper diet and nutrition, adequate rest, and regular exercise.

2. Simultaneously, you should avoid behaviors known to be detrimental to your health, such as smoking, excessive alcohol consumption, and drug abuse.

BECOME KNOWLEDGEABLE ABOUT YOUR HEALTH INSURANCE PLANS/ OUT OF POCKET FINANCIAL COSTS:

1. You are responsible for reading and becoming familiar with the terms, coverage provisions, rules, and restrictions of your health insurance plans or corporate rules and regulations.

2. It is your responsibility to inquire with appropriate sources when additional information or clarification is needed about these matters.

3. You are responsible to ensure that you seek proper information from the hospital authorities regarding the costs of services, billing and due times of their clearance. You are responsible to ensure the financial obligations of your care are fulfilled as promptly as possible when you are compensating the hospital out of your pocket.

ACTIVELY PARTICIPATE IN DECISIONS ABOUT YOUR HEALTH CARE:

1. You are responsible to seek, when recommended for your age group, an annual medical examination and be present at all other scheduled health care appointments.

2. You are obliged to provide accurate and complete information, to the best of your knowledge, regarding medical history, including but not limited to, present medical condition and complaints, medications, allergies and special needs, past illnesses, prior hospitalizations etc., as is required.

3. You should ask questions of providers to determine the potential risks, benefits, and costs of treatment alternatives. Where appropriate, this should include information about the availability and accessibility of experimental treatments and clinical trials. Additionally, you should also seek and read literature about your conditions and weigh all pertinent factors in making informed decisions about your care.

4. You are to bear entire responsibility for your actions if you refuse treatment or do not follow the given instructions.

COOPERATE ON MUTUALLY ACCEPTED COURSES OF TREATMENT:

1. You are obligated to cooperate fully with your providers in complying with mutually accepted treatment regimens and regularly reporting on treatment progress.

2. If serious side effects, complications, or worsening of the condition occur, you should notify your providers promptly.

3. It is entirely your responsibility to inform your healthcare providers of other medications and treatments you are pursuing simultaneously.

4. You are responsible for keeping appointments and when you are going to be late or unable to do so for any reason, notify the concerned about the same, as soon as possible.

5. It is entirely your responsibility to follow the instructions and medication given/ prescribed to you at the time of discharge from the hospital. You are responsible to ask questions and seek information if and when you do not understand a written instruction or medication.

COOPERATE ON ACCEPTED NORMS OF CIVIC ADMINISTRATION OF MASOOD HOSPITAL:

1. You are obligated to follow Masood Hospitalís Rules & Regulations relating to patient care, conduct of others, including carers and or visitors. You are obligated to follow our rules and regulations to ensure your and other patientsí privacy and safety.

2. It is your responsibility as a patient, carer or family member to behave in a courteous and polite manner which is non-threatening. You are obligated to refrain from use of any disruptive or violent behavior and/ or use of inappropriate, loud and/ or abusive language.

3. You are obligated to refrain from conducting any illegal activity while you are at the premises of Masood Hospital.

4. Hospitals and their facilities and equipments are national assets created for serving the entire public. It is your responsibly to exercise caution and care in using the hospitalís facilities and equipment to ensure their longevity and protection for provision of service to others.

5. You are obligated to inform the hospital management of change of address and other requisite information.

6. This hospital is a Public place. You should not bring any valuable personal belongings with you to the hospital. If you find it necessary to bring valuables to the hospital, you alone are responsible for their protection from damage or misplacement. The hospital, its physicians, healthcare providers and employees have no responsibility whatsoever to watch over or protect your cash, phones or any other valuables.

7. Masood Hospital is a no smoking zone. It is your responsibility to ensure that you do not smoke except in designated out-of-building areas.


We understand that patients may suffer significant physical and/or mental conditions which may limit their ability to fulfill these responsibilities. Under such circumstance, the attendants have to try their best to fulfill these responsibilities on behalf of the patient.

OUR SERVICES
MASOOD HOSPITAL
99- Garden Block, Garden Town Lahore 54600, Pakistan
Call: +92 (42) 111 627 663
[111-MASOOD]
info@masoodhospital.com