條款與條件
The following Terms and Conditions apply to all patients of PCPH Scheme Management.
PCPH Scheme Management LTD (PCPH) adheres to the Medical Council of Hong Kong's Code of Professional Conduct. A copy of the code can be downloaded from the Medical Council's website.
Whilst our clinic may have posted office hours, PCPH does not provide out-of-hours coverage. If you ring the office number, you will be advised to call 999 in an emergency or to attend a hospital. Some private hospitals in Hong Kong do offer out-of-hours clinics. The government also has a network of Accident and Emergency Departments.
Patient Records
We must verify each patient's identity to ensure safe patient management. Please provide a valid HKID/Passport at registration to comply with the Department of Health's legal requirements for the safe administration of drugs and treatment.
Patient Records are retained for a minimum of 7 years from the date of your last visit. This time may be longer in certain circumstances, including when we are legally required. Patients consent to the retention of records in physical and/or electronic form. We take great care to ensure that secure systems are used and that confidentiality is maintained at all times.
Patients are responsible for providing accurate information to staff, as medical advice and treatment may be based on that information. To keep our records up to date, please inform reception if you have changed your Address, Phone number, Email address, or medical history. PCPH will not be held responsible for any consequences arising from incorrect or incomplete information.
A copy of your medical records is available on request. Should you require a full copy of your records, we will provide it within a reasonable timescale, and an administration fee may be charged. Legal guardians may request copies of minors' medical records. Should an adult require a copy of their medical records, they must do so themselves. A partner or spouse cannot request medical records on behalf of their partner.
Should you leave Hong Kong, we strongly urge you to request a copy of your medical records.
Patient Rights and Obligations
The Hong Kong Medical Association has published a document, "Patient Rights and Obligations."
Fees & Insurance
Our fee schedules are posted in our clinics. A copy of these are available on request. For payment, we accept cash or major credit cards, including Visa and Mastercard. We also accept some mobile wallet payments as well as payments payable to "PCPH Scheme Management Limited". PCPH does not provide credit facilities; patients must pay their bills before leaving the clinic. If a delegate is sent to collect medication, they must pay before receiving the medicines. Only one original receipt will be issued for treatment. If a patient requests a duplicate receipt, it will be marked as a copy.
Some of our patients have health insurance. Medical insurance agreements and coverage are between the insurer and the insured. Our doctors have no control over what is included in your insurance policy, nor can they be expected to know all the details of your coverage. It is always best to understand your coverage and fees before you receive treatment.
As medical professionals, we have a duty to provide accurate clinical information and diagnoses on medical certificates issued to third parties. This includes all documents relating to medical insurance. Asking any member of our staff to falsify this information is not only unethical but potentially fraudulent.
Some insurance companies allow patients to utilize a direct settlement agreement for their bills. If you are using direct settlement, you will be asked to produce your insurance card at each visit. If we are unable to confirm the policy's status as active, you will be asked to settle your fees and to make your own arrangements to obtain reimbursement from the insurance company.
Where there is a dispute as to whether an insurance company will pay for a treatment or consultation, the patient who received the treatment or consultation is liable to PCPH for payment. Any dispute between the insurance company and patient should be settled in line with the insurance company’s policy guidelines and/or complaints procedure.
Should PCPH be required to take legal steps to recover an outstanding payment from a patient, such action will be governed by Hong Kong law. Our patients agree to cover all costs incurred in taking such recovery steps, as part of our charges.
Data Privacy
PCPH is committed to protecting your privacy and will, at all times, observe the requirements of the Personal Data (Privacy) Ordinance (Cap . 486, Laws of Hong Kong) in the collection, use, and maintenance of your personally identifiable information ("personal data").
In certain circumstances, including, but not limited to, the Prevention and Control of Disease Ordinance (Cap . 599) (Notification of Infectious Diseases), the law may require us to share your personal & medical information. Where possible, we aim to notify you in advance; however, this may not always be possible.
When a patient provides us with details of their health insurance company and policy to settle a payment, the patient authorizes PCPH to release personal and medical information to that insurance company to settle the bill.
Outsourced Testing, Scans & Imaging
PCPH aims to manage external service providers so that care and services are safe and of the highest achievable quality. Outsourced testing services include, but are not limited to, Laboratory and Radiology testing. There is a policy to select and manage these providers and agreements in place, which covers the provision of professional services, quality assurance, confidentiality, and data protection.
PCPH aims to ensure that our service providers comply with applicable standards and regulatory requirements. Where possible, we use laboratories that are accredited to international standards. Local Hong Kong service providers are visited and assessed by a trained quality auditor. Nevertheless, PCPH cannot be held responsible for the negligent acts or omissions of external service providers that we do not directly supervise. Copies of your test results are available on request.
Should physical copies, X-rays, or scans be provided, we encourage patients to take them home, as we cannot store these, and you may need them for comparison at a later date. X-rays not taken home in one year and scans within two years will be shredded, and only the radiologist's report will be stored in the patient records.
Dedicated Dispensary
Our pharmacist oversees every aspect of sourcing, medicine management, and dispensing. All products come from approved suppliers. In general, the price charged to patients for medicines exceeds the cost of sourcing them. You may obtain your medication here or have it filled elsewhere.
It is a dangerous practice for pharmacists/clinics to accept and return to stock the unused portions of prescriptions; there would no longer be any assurance of the strength, quality, purity, and/or identity of the articles. For the best interests of all our patients and to comply with best-practice standards for medicines management, PCPH will not accept the return of drugs to our stock once they have left the clinic. This applies to whole or partial prescriptions.
Whilst we endeavour to action repeat prescription requests as soon as possible, 24 hours notice should be given. In some circumstances, a consultation may be required before a repeat prescription is provided. There may be occasions when we do not have stock of particular medicines.
Risks
Medical treatments can have risks and side effects. Your doctor will discuss these before treatment. You may ask questions regarding treatment before giving consent.
Cancellation Policy
For some of our therapy services, we require at least eight business hours' notice if any patient wishes to cancel their scheduled appointment, without incurring any charges. Late cancellations and missed appointments may incur a fee if we are unable to fill the time slot. If we do fill the slot with another patient, there will be no charge.
If your health insurance company is being billed for your treatments, we will not be able to bill them for any missed appointments or late cancellations. The patient will be required to settle the charges and may, in turn, bill the insurance company directly if they wish.
Please note that all patients are responsible for payment for the time they have reserved with the clinician, regardless of their arrival time or the time at which they begin their session.
For information on specific services, ask at reception.
Complaints Procedures
We are committed to providing the highest standards to our patients. Should you have any suggestions for improving our service, we would welcome your feedback by emailing us at nurse@pcph.com.hk
Should you wish to make a complaint regarding PCPH services, we would welcome the opportunity to address this matter directly with you.