Patient Charter

2025/03/21

We Care for Our Patients

At NUP, we are committed to improving the wellbeing of our patients.

Together with your family, we want to help you become a healthier you.

Here’s what you can expect from us:

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We care for you as a person

We respect your personal values, physical and mental status, religious beliefs, cultural practices and language preferences in the care we provide for you.

We protect your privacy

You will be treated in an environment that protects your privacy.
All information and records of your care will be kept secure and confidential, unless we are required by law to provide any information to the authorities.

We help you understand your treatment and respect your decision

We will explain your health condition and treatment needs in a way you can understand.
We respect your decision to accept or refuse medical care.

You can choose to take part in medical research, or not

We will ask for your consent if you are eligible to take part in any medical research.
You may withdraw from any research at any time, without affecting the level of care we provide to you.

We appreciate your feedback and suggestions

We want to hear from you. Let us know how we can continue to do better, and share your feedback by:
1. Speaking to our Patient Relations Officer
2. Emailing us.
3. Submitting a feedback form via our website.

And here’s what we would like to ask of you and your family, to help us provide the best possible care and treatment for you:

Always give us complete and accurate information when needed.
Share with us if you have any concerns about your care and treatment plan.
Treat our staff and other patients with respect and courtesy.
Settle your bills and fees promptly.
Observe our polyclinic’s operational regulations (e.g. registration, operating hours, guidelines on patient safety).
Use our polyclinic’s property and facilities with care and consideration.
Let us know if there are changes to your home address, contact numbers or email address.

Mandarin (PDF, 119 KB) | Malay (PDF, 66 KB) | Tamil (PDF, 102 KB)