Patient care: your rights, our promise.
Every patient deserves dignity, respect and compassion. This page sets out your rights and responsibilities, our patient and visitor code of conduct, our commitments to you, how we protect your privacy and how to give feedback.
Our promise: at Klinik Medilove Keponggi, every patient is treated with dignity, respect and compassion. We honour your rights as a patient — and we ask patients and visitors to act reasonably and respectfully in return. This shared understanding is the foundation of a good relationship between you and your care team.
As a patient
Your rights
Good patient care starts with respect. Every patient at our clinic can expect the following.
Respect and dignity
You will be treated with courtesy and respect, whatever your race, religion, gender, age, disability, nationality, illness or ability to speak English.
Clear information
You can ask about your condition, tests, treatment options, risks and alternatives, and get answers in a language you understand — English, Malay, Mandarin, Cantonese or Hokkien.
Consent and choice
Nothing is done without your agreement. You may ask questions, say no, change your mind, or ask for a second opinion.
A chaperone or female doctor
For breast, pelvic or other intimate examinations, you may ask for a chaperone or for our female doctor.
Know the cost
Fees are explained before treatment where possible. You will receive an itemised bill showing consultation, medicines and procedures separately, and medicine prices are displayed.
Your responsibilities
Good patient care is a partnership. Here is how you can help us help you.
Share the full picture
Tell us honestly about your symptoms, past illnesses, operations, allergies, pregnancy, and all medicines — including supplements and traditional remedies.
Ask when unsure
If you do not understand something, please ask. Tell us if you cannot follow the plan we agreed, so we can find another way.
Take medicines as advised
Use your medicines as prescribed, finish courses when asked to, and do not share them with others.
Keep appointments
Come on time for appointments and follow-up, and let us know early if you need to cancel or will be late.
Settle fees
Please settle your bill at the end of each visit, unless a panel arrangement covers it.
Patient and visitor code of conduct
Our clinic should feel safe for everyone — patients, families and staff. These standards apply in the clinic, on the phone, on WhatsApp and online.
We ask everyone to
- Treat everyone with courtesy — staff, other patients and visitors.
- Keep your voice and language respectful, even when you are worried or upset.
- Follow staff instructions on safety, queues and infection control.
- Ask before taking photos, videos or audio recordings in the clinic.
- Keep children supervised and with you at all times.
- Raise concerns calmly with our staff or the doctor in charge — we will listen.
We do not tolerate
- Shouting, swearing, insults or name-calling
- Racist, sexist or other discriminatory remarks
- Threats, intimidation or harassment, including online
- Physical aggression, or damaging clinic property
- Unwanted sexual comments or behaviour
- Weapons of any kind, or being under the influence of alcohol or drugs in a way that puts others at risk
- Recording or posting images of staff or patients without consent
What may happen if the code is not followed
1A reminder or warning
A staff member will explain the concern and ask that the behaviour stops.
2Being asked to leave
If it continues, you or your visitor may be asked to leave the clinic for that day.
3Ending non-emergency care
For serious or repeated incidents, we may stop providing non-emergency care and help you transfer to another clinic.
4Police involvement
Threats, violence or damage will be reported to the police.
Emergency care is never withheld — in fact, we prioritise emergencies. If an emergency happens, your appointment may be delayed. We hope you understand.
As your clinic
Our commitments to you
The standard of patient care we hold ourselves to at every visit.
Qualified, licensed care
Care is given by registered doctors in a clinic licensed under the Private Healthcare Facilities and Services Act 1998.
Explain and involve you
We explain your condition and options in plain language and make decisions together with you.
Be transparent about fees
We display medicine prices, explain charges and provide an itemised bill.
Keep you safe
We follow infection-control practice, use sterile or single-use items, and check medicines and allergies before giving treatment.
Follow up your results
We explain your results, and contact you if an urgent abnormal result needs prompt action.
Your medical information and privacy
We protect your personal and medical information in line with the Personal Data Protection Act 2010.
Who can see your records
Only the doctors and staff involved in your care can access your medical records, and only as far as they need to.
When we share information
We share your information only with your consent — for example with a specialist you are referred to, or your panel company or insurer when you ask us to — or when the law requires it.
Copies of your results and records
You may ask for a copy of your reports or medical records. Please make the request in person or in writing with your IC; an administrative fee may apply for full records.
Correcting your records
If you believe something in your record is inaccurate or incomplete, you may ask us to correct it, as allowed under the Personal Data Protection Act 2010.
Photos and marketing
We never use your photos, name or story in our marketing or social media without your written permission.
Feedback and complaints
We welcome compliments, suggestions and complaints — your feedback helps us improve patient care.
Speak to our front desk or the doctor in charge, or WhatsApp 011-1560 7148.
Every complaint is recorded and investigated, and you will receive a written reply.
In an emergency, do not wait
For chest pain, stroke signs, severe breathing difficulty, heavy bleeding or loss of consciousness, call 999 or go to the nearest emergency department.
Questions about patient care or your visit?
Our team is happy to help — just WhatsApp or call us.
Find usLot C-08-G (ground floor), KepongGi, Jalan Rimbunan Teratai 1, 52100 Kepong, Kuala Lumpur
KepongGi Square · beside Taman Metropolitan Kepong
Phone / WhatsApp011-1560 7148
Opening hoursMon–Fri 8:00 am – 9:00 pm
Sat–Sun 8:00 am – 6:00 pm
This page gives general information and does not replace advice from your doctor. If your doctor gives you different instructions, follow your doctor.