Patient Rights & Responsibilities

Understanding your rights and responsibilities during your stay

At Royal Hospital, we are committed to providing high-quality care while respecting your rights, dignity, and individuality. We believe in a partnership approach where both patients and healthcare providers have important responsibilities.

Your Rights as a Patient

These fundamental rights are upheld throughout your care at Royal Hospital

Right to Quality Care

You have the right to:

  • Receive care that meets professional standards
  • Be treated with respect, dignity, and compassion
  • Have your cultural, spiritual, and personal values respected
  • Access rehabilitation services without discrimination
  • Receive appropriate pain management and comfort care

Right to Information

You have the right to:

  • Receive complete information about your condition and diagnosis
  • Understand your treatment plan and rehabilitation goals
  • Be informed about potential risks and benefits of treatment
  • Access your medical records upon request
  • Receive information in a language you understand
  • Know the names and roles of healthcare team members

Right to Participation in Care Decisions

You have the right to:

  • Participate in decisions about your treatment and care
  • Provide or withhold informed consent for procedures
  • Have family members or representatives involved in care decisions
  • Seek a second opinion from another healthcare provider
  • Refuse treatment and be informed of consequences
  • Create advance directives regarding your healthcare wishes

Right to Privacy & Confidentiality

You have the right to:

  • Privacy during examinations, treatments, and consultations
  • Confidential treatment of your medical records
  • Control who receives information about your condition
  • Private communication with healthcare providers
  • Expect staff to respect your privacy and dignity
  • Protection under POPIA (Protection of Personal Information Act)

Right to Safe Environment

You have the right to:

  • Receive care in a safe, clean, and well-maintained facility
  • Be protected from abuse, neglect, or harassment
  • Use safe equipment and assistive devices
  • Report safety concerns without fear of retaliation
  • Have immediate attention given to safety hazards
  • Receive fall prevention measures appropriate to your needs

Right to Voice Concerns & Complaints

You have the right to:

  • Express concerns about your care without fear of consequences
  • File a formal complaint about services or treatment
  • Receive a timely and fair investigation of complaints
  • Be informed of the complaints procedure
  • Have complaints addressed at appropriate levels
  • Contact external regulatory bodies if needed

Your Responsibilities as a Patient

To ensure the best outcomes, we ask patients to actively participate in their care

Provide Accurate Information
  • Give complete and accurate medical history
  • Inform staff of all medications and supplements
  • Report changes in your condition promptly
  • Be honest about symptoms and concerns
  • Update insurance and contact information
Follow Treatment Plans
  • Participate actively in therapy sessions
  • Follow prescribed medication schedules
  • Practice exercises as instructed
  • Adhere to dietary recommendations
  • Attend scheduled appointments and therapies
Ask Questions
  • Speak up if you don't understand something
  • Request clarification about your treatment
  • Express concerns about your care
  • Inform staff if you need assistance
  • Ask about discharge plans early
Respect Others
  • Treat staff and other patients with respect
  • Keep noise levels appropriate
  • Respect visiting hours and facility rules
  • Consider the needs of other patients
  • Use appropriate language at all times
Follow Safety Rules
  • Use call buttons when you need assistance
  • Follow instructions about mobility restrictions
  • Keep your environment clear of hazards
  • Don't smoke anywhere on hospital grounds
  • Report equipment malfunctions immediately
Meet Financial Obligations
  • Provide accurate insurance information
  • Understand your medical aid coverage
  • Pay required co-payments or deposits
  • Arrange payment for services not covered
  • Communicate about financial concerns early

How to Lodge a Complaint

We take all concerns seriously and aim to resolve them quickly

If you have concerns about your care, we encourage you to speak up. Your feedback helps us improve our services.

Step-by-Step Complaints Process
1
Speak to Staff

Address concerns with nurse, therapist, or physician directly

2
Contact Manager

If unresolved, speak to the Unit Manager or Patient Relations

3
Submit Formally

Complete complaint form available at reception

4
Resolution

Receive response within 5-7 business days

Patient Relations Contact

Phone: 033 815 1600 (ask for Patient Relations)

Email: info@rh.org.za

Office Hours: Monday - Friday, 8:00 AM - 4:30 PM

External Complaint Options

If your complaint is not resolved satisfactorily, you may contact:

  • Office of Health Standards Compliance (OHSC): complaints@ohsc.org.za
  • Health Professions Council of South Africa (HPCSA): complaints@hpcsa.co.za
  • Your Medical Aid Scheme: Complaints department

Informed Consent

Before any treatment or procedure, you will be asked to provide informed consent. This means:

Understanding

You understand the nature and purpose of the treatment

Awareness

You know the potential risks and benefits

Agreement

You voluntarily agree to proceed

You may withdraw consent at any time. Staff will explain the implications of refusing treatment.

Privacy & Data Protection (POPIA Compliance)

How we protect your personal and health information

Royal Hospital is committed to protecting your privacy in accordance with the Protection of Personal Information Act (POPIA). Here's how we safeguard your information:

How We Collect Information
  • Directly from you during admission
  • From your referring physician
  • Through your medical aid provider
  • From diagnostic tests and assessments
  • During treatment and therapy sessions
How We Use Information
  • To provide rehabilitation services
  • For treatment planning and coordination
  • To process insurance claims
  • For quality improvement activities
  • As required by law
Who Can Access Your Information

Your health information is shared only with:

  • Healthcare team members directly involved in your care
  • Medical aid administrators for billing purposes
  • External healthcare providers with your consent
  • Legal authorities when required by law
  • Your designated family members/representatives (with your permission)
Your Privacy Rights
Access Your Records Request copies of your medical records
Correct Information Request amendments to inaccurate information
Restrict Sharing Limit who can access your information
Know Disclosures Find out who has accessed your records
Contact Our Information Officer:
For privacy concerns or to exercise your rights, email: info@rh.org.za

Questions About Your Rights?

Our Patient Relations team is here to help you understand and exercise your rights.

033 815 1600 View FAQs