Patient Infomation
The South-West Regional Health Authority is committed to providing the customer with quality health care. It is understood that patients have rights about which they must be made aware and educated. Patients, in turn, have an obligation to provide accurate information to the health care provider.
The Patient's Charter of Rights and Obligations
The Patient's Charter of Rights and Obligations entitles all persons equal access to a high standard of care and protects every patient's civil and religious freedoms.
The patient's rights include:
- Access to treatment
- Respect
- Privacy and confidentiality
- Personal safety/security
- Freedom from abuse
- Knowledge of the identity and professional position of service providers
- Information on the services/diagnoses provided to you
- Communication with persons external to the health facility such as relatives
- Consent to all treatment provided
- Consult with a specialist or for second opinions (at your own expense)
- Refusal of treatment offered
- Respect for your culture and religion
- Filing of complaints
- Accessing of copy of medical records
- Participation in the planning of your health care
- Notification of family members
- Continuity of care
- Receive medical and nursing services from registered professionals
- Standard pharmacy services
- Some ophthalmology and dental care provided.
Patient's Obligations
- Supply accurate information and feedback to the health care providers
- Compliance with instructions
- Responsibility for refusal of treatment
- Observing facility regulations and statutes
- Respect and consideration for other patients and facility personnel
- Financial obligations
For more detailed information on the Patient's Charter of Rights and Obligations, please contact the Quality Improvement Department at 653-4259 ext. 2850.
The Complaints System
Who can complain?
Anyone who is not satisfied with the quality of health care service at any public or private health care facility can lodge a complaint.
To whom can complaints be made?
The Customer Relations Officer, located at the public health facility, is responsible for handling complaints.
If you have a complaint about services at a health centre, you can contact the Primary Care Quality Co-ordinator at the Quality Improvement Department of the Regional Health Authority.
If the complaint is about service received at a private hospital or nursing home, contact the office of the Chief Medical Officer at the Ministry of Health (627 - 0010/0012).
How to lodge your complaint?
There are three (3) ways to lodge a complaint:
- By telephone
- In person or
- In writing to the Customer Relations Officer/Representative.
The Customer Relations Officer at the Quality Improvement Department will investigate the complaint and you will be informed of the outcome. If you are not satisfied with the outcome of the investigation, the Customer Relations Officer will forward your complaint to the Quality Co-ordinator of the facility for resolution.
ALL COMPLAINTS ARE TREATED WITH THE STRICTEST CONFIDENCE. THE CUSTOMER'S INFORMATION IS KEPT CONFIDENTIAL DURING THE INVESTIGATIVE PROCESS.
How to contact your Customer Relations Officer:
South-West Regional Health Authority
San Fernando General Hospital
652-3581/6 ext. 3246
