| STAGE 1: Issues Management at Healthcare Provider Level |
The list of issues and services response time is indicated for your reference. As responsible HCIs, they should try to resolve your concerns. Should you have any specific issues on how your complaint is handled, you may request your case to be escalated to the reporting officer.
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Public/Private Healthcare Institutions
- Change of appointment dates or requesting for an earlier appointment
- Medical care management while being an inpatient or outpatient
- Service quality of medical staff ie doctors, nurses, healthcare professionals
- Queries on itemised billing and financial discrepancies
| Specific Healthcare Institution (HCI)
Procedure:
As a Service Provider, the Healthcare Institution has the responsibility to assist you in the first instance and to clarify any misunderstandings. It also allows them to carry out any detailed investigations and to respond to your specific concerns. Please scroll down for a list of the HCIS and their contacts.
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7 -21 days |
| STAGE TWO - ESCALATION |
If you need further resolution beyond the healthcare institution as your concerns have not been fully addressed, you can write to MOH, SMC, SNB, SDC, Singapore Mediation Centre or the private healthcare institutions listings, according to the nature of your complaint. In proceeding with this stage, please furnish the stage two institutions with the original complaint, all the written correspondences between the HCI and yourself/family.
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- National healthcare or health finance policy queries
- Public health safety issues and feedback to MOH for review or consideration
| Ministry of Health
Procedure:
http://www.moh.gov.sg/mohcorp/feedback.aspx
Tel: 1-800-225-4122
MOH has an electronic system that logs in each public query and assigns a system number with a date and time stamp. This enables the web administrator to respond in a timely manner and allow for query tracking if needed.
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7 - 21 days |
- Professional conduct of a specific doctor
| Singapore Medical Council
Procedure:
Complaints against medical practitioners are dealt with under Section 40 of the Medical Registration Act 1997.The complainant must state the full facts of his case and his allegations clearly in his letter of complaint against the doctor.
http://www.smc.gov.sg/html/1143637452110.html
Statutory Declaration form
The Complaints Committee can only proceed with the investigation after it has received an official complaint in writing and supported by a Statutory Declaration.
Instructions on putting up a Statutory Declaration
Tel : 6372-3067
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General enquiries:
3 - 7 working days
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- Professional conduct of a specific nurse
| Singapore Nursing Board
Procedure:
The board regulates the professional conduct and ethics of registered nurses, enrolled nurses, registered midwives and Advanced Practice Nurses.
Should there be any misconduct, please write in to:
snb_contact@snb.gov.sg
Tel: 6372 3082 / 83 / 85
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6 - 9 mths after investigations |
- Professional conduct of a specific dentist
| Singapore Dental Council
Procedure:
The Council will look into cases where there is professional misconduct, performance impaired by ill health or conviction.
Statutory Declaration form
http://www.sdc.gov.sg/html/1156727326040.html
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General enquiries : 7 working dys
Complex cases: 5 - 6 mths |
- Billing disputes and other complaints against dentist or dental clinics
| Singapore Dental Association
Complaints other than those of professional misconduct are directed to the Complaints Handling Committee of the Singapore Dental Association for mediation
e-mail: admin@sda.org.sg Tel : 6220-2588
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Resolution without SD
3 wks - 1 mth
Resolution with SD
3 mths - 1 yr
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- Seeking financial compensation
- Seeking close-door apology
- Does not agree with institution's explanation or opinion of medical findings
- All billing and financial dispute matters
| Singapore Mediation Centre
Procedure:
A mediation session can involve the following:
The parties contact the Singapore Mediation Centre with a request for mediation. When all the parties agree to mediate their dispute, the Singapore Mediation Centre arranges for the Mediation Agreement to be signed, designates a date, time and place for mediation, appoints a mediator and attends to all other administrative details. On the day of the mediation, the mediator will lead and guide the parties through a problem-solving process. The parties usually reduce the terms of their settlement to writing with the assistance of their lawyers at the end of the mediation.
http://www.mediation.com.sg/mediation_procedure.htm
Tel: 6332-4366
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Resolution as soon as up to 2 months
1 - 2 dys during mediation |
| Click on the link below to locate the Healthcare Institution that you need to reach:
"Healthcare Dispute Resolution Process Guidelines (129Kb)" .
Thank you.
Have a good day. Best of health to you.
MOH QSM
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