Patient Rights & Feedback
Every voice matters. Sunway Medical is committed to transparent, respectful communication — including how we handle concerns and complaints.
Our commitment
As an accredited JCI & MSQH hospital, we uphold the rights of every patient — to safe, respectful, informed and confidential care. If we fall short of your expectations, we want to hear from you so we can make things right.
Patient Rights
- The right to safe, high-quality medical care regardless of race, religion or background
- The right to be informed of your diagnosis, treatment options and estimated costs
- The right to confidentiality of your personal & medical information
- The right to consent to, or refuse, treatment
- The right to a second opinion
- The right to access your medical records in accordance with Malaysian law
How to share feedback or concerns
- Speak to any Sunway Medical staff member — concerns are escalated immediately
- Patient Care Hotline: +603-7491-9191
- Email: feedback@sunwaymedical.com
- WhatsApp: +603-7491-9191
- Feedback forms available at every nurse station & the Main Lobby
What to include
- Your full name, NRIC/passport & contact details
- The date, department, ward or consultant involved
- A clear description of your experience or concern
- The resolution or outcome you would like
Our response timeline
- Acknowledgement within 3 working days
- Full written response within 14 working days
- Complex cases may take longer — we will keep you informed
Regulatory escalation
If you are not satisfied with our response, you may escalate to:
- Ministry of Health Malaysia — Medical Practice Division
- Malaysian Medical Council (MMC) — for clinical/professional issues
- Malaysian Society for Quality in Health (MSQH)