Ministry of Health: Inquiries and Complaints Guide

Inquiries and Complaints Guide

Overview

MOH is committed to providing an efficient and fair resolution of public disputes to enhance our healthcare delivery system. We recognise that things can sometimes go wrong. We aim to respond positively to any complaints and improve our processes from your feedback. To facilitate this process, we hope that the below step-by-step outline of procedures will be of help to you in lodging your specific concerns or complaints with the healthcare service providers or the Ministry. Knowing how and where to channel your specific concerns could help you resolve the issue more speedily and saves you time and effort as well. What can I do if I have a complaint? You should initially raise your concern with the specific healthcare provider ie person dealing with your case. A simple misunderstanding may have arisen which can be easily resolved. You may find that your question or complaint can be satisfied in this way, informally. However, if this is not possible, you can ask for the issue to be considered as an official complaint. At this stage, you can lodge your complaint with the Healthcare Institution (HCI) either in writing by letter or e-mail. It would be helpful if you could define the cause of your dissatisfaction in terms of the above criteria i.e. omission, lack of quality or inappropriate conduct. Get to know who your case manager is. In writing to the HCIs, please include your full particulars (ie. Name, NRIC, gender, age, contact address and contact number).
STAGE 1: ISSUES MANAGEMENT AT HEALTHCARE PROVIDER LEVEL
The list of issues and service response time is indicated for your reference. As responsible HCIs, they should try to resolve your concerns. If you are not satisfied with the person who you are dealing with, then ask to escalate it to the person’s reporting officer.
Nature of complaint	Institution	Response Time
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.	7 -21 days
STAGE TWO - ESCALATION
If you are not satisfied with the reply from the healthcare institution you complained against, 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.
Nature of complaint	Institution	Response Time
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/corp/about/feedback.do 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.	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. http://www.smc.gov.sg/html/MungoBlobs/212/860/INSTRUCTIONS%20ON%20PUTTING%20UP%20A%20SD.pdf Tel :6372-3067	General enquiries: 3 - 7 working days 6 – 9 mths after investigations
Professional conduct of a specific nurse	Singapore Nursing Board Procedure: The board regulates the professional conduct and practice of registered nurses, enrolled nurses, registered midwives and Advanced Practice Nurses. It looks into cases of court convictions, misconduct or negligence and health matters that affects fitness to practice. (1). Complaints that are not related to professional misconduct should be directed to the respective employing institutions. (2). Should there be an issue of professional misconduct, please write to the Board, with clear specific details of complaints including dates, place of incident and the name of the nurse/midwife. Name and contact information of the complainant must be included and attention to : snb_contact@snb.gov.sg<mailto:snb_contact@snb.gov.sg> Tel: 64785414, 64785417, 64785416	General enquiries : 7 working days Complex cases: 5 – 6 mths
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 Tel : 6372-3087	Resolution without SD 3 wks – 1 mth Resolution with SD 3 mths – 1 yr
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. Tel : 6220-2588	Resolution as soon as up to 2 months
Professional conduct of a specific pharmacist	Singapore Pharmacy Council Procedure: The Council regulates the professional conduct and ethics of registered pharmacists. It will look into cases where there is professional misconduct, performance impaired by ill health or conviction in a court of law. The Complaints Committee can only proceed with the investigation after it has received an official complaint in writing and supported by a Statutory Declaration. Statutory Declaration form Instructions on putting up a Statutory Declaration Tel : 6478 5068, 6478 5063, 6478 5067	General enquiries: 3 - 7 working days
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	1 - 2 days during mediation

Restructured Hospitals & Specialist Outpatient Clinics

Public Hospitals

The NHG hospitals in Singapore are:

Alexandra Hospital

378 Alexandra Road
Singapore 159964
Feedback Line: 63573789
Emaill Address: feedback@alexhosp.com.sg
http://www.alexhosp.com.sg/

Institute Of Mental Health/Woodbridge Hospital

10 Buangkok View
Singapore 539747
Feedback Line: 1800-3864541
Email Address: enquiry@imh.com.sg
Fax: 63851050
http://www.imh.com.sg/

National Skin Centre

1 Mandalay Road
Singapore 308205
Feedback Line: 63508440
Email Address: pr@nsc.gov.sg
http://www.nsc.gov.sg/

National University Hospital

5 Lower Kent Ridge Rd
Singapore 119074
Feedback Line: 1800-7789243
Email Address: feedback@nuh.com.sg
http://www.nuh.com.sg/

Tan Tock Seng Hospital

11 Jalan Tan Tock Seng
Singapore 308433
Feedback Line: 63578439
Email Address: patients_relations_services@ttsh.com.sg
http://www.ttsh.com.sg/

The SingHealth hospitals in Singapore are:

Changi General Hospital

2 Simei Street 3
Singapore 529889
Feedback Line: 1800-8502823
Email Address: feedback@cgh.com.sg
http://www.cgh.com.sg/

KK Women's And Children's Hospital

100 Bukit Timah Road
Singapore 229899
Feedback Line: 1800-2933297
Email Address: feedback@kkh.com.sg
http://www.kkh.com.sg/

National Cancer Centre

11 Hospital Drive
Singapore 169610
Feedback Line: 62369476
Email Address: nccs@nccs.com.sg
http://www.nccs.com.sg/

National Dental Centre

5 Second Hospital Ave
Singapore 168938
Feedback Line: 63248795
Email Address: enquiries@ndc.com.sg

National Heart Centre Of Singapore

17 Third Hospital Ave National Heart Centre, Mistri Wing
Singapore 168752
Feedback Line:: 62367429
Email Address: nhc@nhc.com.sg
http://www.nhc.com.sg/

National Neuroscience Institute Of Singapore Pte Ltd

11 Jalan Tan Tock Seng
Singapore 308433
General Line: 63577153
Forward any feedback through the feedback form online available in the website
http://www.nni.com.sg/

Singapore General Hospital

Outram Rd
Singapore 169608
General Enquiries: 1800-2230118
Email Address: sghfeedback@sgh.com.sg
http://www.sgh.com.sg/

Singapore National Eye Centre

11 Third Hospital Avenue
Singapore 168751
Feedback Line: 63229307
Email Address: feedback@snec.com.sg

http://www.snec.com.sg/

National Healthcare Group Polyclinics

The polyclinics under the National Healthcare Group are listed
below. When providing feedback to the email address below,
please state the polyclinic referred to at the subject line. Thank
you for your kind attention to this request.
Feedback Mainline: 63552780
Email Address: feedback@nhgp.com.sg
http://www.nhgp.com.sg/

Ang Mo Kio Polyclinic (National Healthcare Group)

Blk 723 Ang Mo Kio Avenue 8 #01-4136
Singapore 560723
General Enquiries: 64582116
Fax: 64585664
http://www.nhgp.com.sg/contentview.aspx?article_id=553

Bukit Batok Polyclinic (National Healthcare Group)

50 Bukit Batok West Avenue 3
Singapore 659164
General Enquiries: 65603400
Fax: 65662208
http://www.nhgp.com.sg/contentview.aspx?article_id=555

Choa Chu Kang Polyclinic (National Healthcare Group)

2 Teck Whye Crescent
Singapore 688846
General Enquiries: 67659641
Fax: 67650851
http://www.nhgp.com.sg/contentview.aspx?article_id=557

Clementi Polyclinic (National Healthcare Group)

Blk 451 Clementi Avenue 3 #02-307
Singapore 120451
General Enquiries: 67775051
Fax: 67757594
http://www.nhgp.com.sg/contentview.aspx?article_id=559

Hougang Polyclinic (National Healthcare Group)

89 Hougang Avenue 4
Singapore 538829
General Enquiries: 63862377
Fax: 63863783
http://www.nhgp.com.sg/contentview.aspx?article_id=561

Jurong Polyclinic (National Healthcare Group)

190 Jurong East Avenue 1
Singapore 609788
General Enquiries: 65623011
http://www.nhgp.com.sg/contentview.aspx?article_id=563

Toa Payoh Polyclinic (National Healthcare Group)

Blk 2003 Lorong 8 Toa Payoh
Singapore 319260
General Enquiries: 62596833, 62594450
Fax: 62594731
http://www.nhgp.com.sg/contentview.aspx?article_id=565

Woodlands Polyclinic (National Healthcare Group)

10 Woodlands Street 31
Singapore 738579
General Enquiries: 63677880
Fax: 63674964
http://www.nhgp.com.sg/contentview.aspx?article_id=567

Yishun Polyclinic (National Healthcare Group)

100, Yishun Central
Singapore 768826
General Enquiries: 67577790
http://www.nhgp.com.sg/contentview.aspx?article_id=569

SingHealth Polyclinics

SingHealth Polyclinic logo

The polyclinics under the SingHealth Group are listed
below. When providing feedback to the email address below,
please state the polyclinic referred to at the subject line. Thank
you for your kind attention to this request.
Feedback Mainline: 62364800
Email Address: SingHealthPolyclinics@singhealth.com.sg
http://polyclinic.singhealth.com.sg/

Bedok Polyclinic (Singhealth)

Blk 212 Bedok North Street 1 #03-147
Singapore 460212
General Enquiries: 62436740
Fax: 64444568
http://polyclinic.singhealth.com.sg/AboutUs/OurPolyclinics/Bedok/

Bukit Merah Polyclinic (Singhealth)

Blk 163 Bukit Merah Central #04-3565
Singapore 150163
General Enquiries: 62713911
Fax: 62724913
http://polyclinic.singhealth.com.sg/AboutUs/OurPolyclinics/BukitMerah/

Geylang Polyclinic (Singhealth)

21 Geylang East Central
Singapore 389707
General Enquiries: 68422440
Fax: 68423224
http://polyclinic.singhealth.com.sg/AboutUs/OurPolyclinics/Geylang/

Marine Parade Polyclinic (Singhealth)

Blk 80 Marine Parade #01-792
Singapore 440080
General Enquiries: 63450049
Fax: 63456275
http://polyclinic.singhealth.com.sg/AboutUs/OurPolyclinics/MarineParade/

Outram Polyclinic (Singhealth)

No.3 Second Hospital Avenue
Singapore 168937
General Enquiries: 64353980
http://polyclinic.singhealth.com.sg/AboutUs/OurPolyclinics/Outram/

Pasir Ris Polyclinic (Singhealth)

1 Pasir Ris Drive 4 #01-11
Singapore 519457
General Enquiries: 65855390
Fax: 65853693
http://polyclinic.singhealth.com.sg/AboutUs/OurPolyclinics/PasirRis/

Queenstown Polyclinic (Singhealth)

Margaret Drive
Singapore 149692
General Enquiries: 64719530
Fax: 64794107

Sengkang Polyclinic (Singhealth)

2 Sengkang Square #01-06 Sengkang Community Hub
Singapore 545025
General Enquiries: 63153500
Fax: NA

Tampines Polyclinic (Singhealth)

1 Tampines Street 41
Singapore 529203
General Enquiries: 67864070
Fax: 67833132
http://polyclinic.singhealth.com.sg/AboutUs/OurPolyclinics/Tampines/

Private Hospitals in Singapore:
	Address:	Contact No.	Email/ Website address
East Shore Hospital	321 Joo Chiat Place, Singapore 427990	6344 7588	www.eastshore.com.sg
Gleneagles Hospital	6A Napier Road, Singapore 258500	6473 7222	www.gleneagles.com.sg
Mount Alvernia Hospital	820 Thomson Road (opposite MacRitchie Reservoir), Singapore 574623	6347 6688	www.mtalvernia-hospital.org
Mount Elizabeth Hospital Ltd	3 Mount Elizabeth, Singapore 258510	6737 2666	www.mountelizabeth.com.sg
Thomson Medical Centre	339 Thomson Road, Singapore 307677	6250 1965	www.thomsonmedical.com ipd@tmc-sin.com.sg
Raffles International Patients Centre	585 North Bridge Road, Singapore 188770	6311 1666	www.raffleshospital.com enquiries@raffleshospital.com
Adam Road Hospital	19 Adam Road, Singapore 289891	6466 7777
Ang Mo Kio- Thye Hua Kwan Hospital	17 Ang Mo Kio Ave 9, Singapore 569766	6453 8033	www.amk-thk.com.sg enquiry@amkh.com.sg

Role of the Medical Mediation Scheme in the public healthcare complaints management system

Dispute Framework

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