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Customer rights

Your Rights as a Customer/Client

You can expect us to:

  • Provide the highest attainable standard of health services possible

  • Treat everyone fairly & with respect

  • Respect the privacy of patients and treat their information with confidentiality

  • Properly store & secure medical records

  • Contact patients if there are problems with requests, medical records or appointments

  • Listen to concerns and work to resolve them

  • Explain any proposed treatment, including risks involved in treatment and any alternative treatment

  • Provide reasons for any delay in service delivery

  • Provide a clean, safe & comfortable environment

  • Educate patients and relatives of patients' health status

  • Ensure continuity of care by referring clients to their local health centres for follow-up treatment, where necessary

  • Treat customers on the basis of needs and not necessarily on a 'first come, first serve' basis

As our patients, we expect you to:

  • Provide correct information in order for your records to be accurate

  • Secure and present all requested documents

  • Be on time for all appointments and notify us if you are unable to attend

  • Take good care of our property, eg. clinic cards & furniture

  • Treat us with courtesy & respect

  • Display proper behaviour and refrain from using abusive language

  • Comply with the dress code

Understanding Your Rights

YOUR RIGHT

Access

I have a right to health care.

Safety

I have the right to receive safe & quality care.

WHAT THIS MEANS

I can access services to address my health care needs.

I can expect to receive safe & high quality health care services, provided with professional care, skill & competence.

Respect

I have the right to be shown respect, dignity & consideration.

Communication

I have the right to be informed about Services & treatment options in a clear & open way.

Participation

I have the right to be included in decisions and choices about my care.

Privacy

I have the right to privacy and confidentiality regarding my personal information.

Comment

I have the right to comment on my care and to have my concerns addressed.

I can expect health care providers to show respect to me and my culture, beliefs, values & personal characteristics.

I can expect to receive open, timely and appropriate communication about my health care in a way I can understand.

I have the option to join in making decisions and choices about my care and about health service planning.

My personal privacy is maintained and proper handling of my personal health records and other information is assured.

I can comment on or complain about my care and have my concerns dealt with properly & properly.

Contact Customer Service at 1-888-429-5013 or patientcare@serha.gov.jm.