Patient Charter of Rights

Healthy and safe environment

Everyone has the right to a healthy and safe environment that will ensure his or her physical and mental health or well-being.

Knowledge of one’s health insurance scheme

As a member of a health insurance scheme, one is entitled to information about that health insurance scheme and to challenge, where necessary, the decisions of such health insurance.

Everyone has a right to choose a particular health care provider or a particular health facility for treatment provided that such choice shall not be contrary to the ethical standards applicable to such health care providers or facilities and the choice of facility is in line with prescribed service delivery guidelines.

Accessing your Medical Records

Your medical record at Infinity Clinic will be kept in an electronic format and contain a history of any treatment you have had there: it will contain results of laboratory tests, x-ray results and any correspondence relating to your medical care.

You have a right to obtain information held about you by the clinic. You may at anytime request a copy of your records. You will be asked to sign a consent form to release the record. Your record will not be released to anyone else without your consent.

There may be some cases where access to information is not granted for a particular reason, for instance, if disclosing psychiatric records to a patient who is mentally ill could be detrimental to their well-being. In these cases, the person may request that his or her records are released to an appropriate health professional.


Information regarding your illness is confidential. Without your permission it will not be given to anyone, except those involved in your treatment and your own General Practitioner. There are some circumstances in which a patient’s medical records may be disclosed without their consent – for instance, if a court requires them, or if it is considered to be in the patient’s best interests.


If you are going to have surgery, or some other type of procedure, you will be asked to sign a consent form. You are entitled to receive sufficient information about the proposed surgery/procedure, the possible alternatives and the substantial risks, in order that you can make an informed balanced decision.

Read the consent form carefully before you sign it, and ask questions if there is something you do not understand. Parents or guardians must sign consent forms for children under the age of 16 years.

Treatment can only be given without informed consent in cases where the patient lacks the capacity to give or withhold consent, and where a qualified doctor determines that treatment is urgently necessary in order to prevent harm.

Patients’ Charter

The Patient’s Charter outlines the rights and responsibilities of the patient. As well as the issues detailed above, key points covered by the charter include:

    • Right to be treated in the clinic by appointment only, (and otherwise be placed on a waiting list if there are no available appointment or offered an alternative doctor.)
    • Right to be treated in a courteous manner at all times, by all members of clinic staff
    • Right to be treated with respect for your religious and philosophical beliefs
    • Right to your privacy being respected
    • Right to be informed of the doctor under whose care you are being placed.
    • Right to know the nature of your illness in a language you can fully understand; of the results of any tests/x-rays etc; of your proposed treatment, including expected benefits and possible side-effects; and of alternative forms of treatment.
    • Right to complain about any aspect of the clinic service, to have the complaint investigated and be informed of the outcome as soon as possible.
    • Right to refuse treatment. A person may refuse treatment and such refusal shall be verbal or in writing provided that such refusal does not endanger the health of others.
    • Right to a second opinion. Everyone has the right to be referred for a second opinion on request to a health provider of one’s choice.
    • Right to continuity of care. No one shall be abandoned by a health care professional that initially took responsibility for one’s health.

While you are at Infinity Clinic, you have the responsibility:

    • To arrive on time for your appointment.
    • To join with the health-care team to ensure the best possible treatment.
    • To provide accurate information to our health care professional.
    • To voice any concerns regarding your care to our health-professional.
    • To inform our doctors if you do not understand or cannot follow the health-care instructions.
    • To recognize that the needs of other patients and families may sometimes be more urgent than your needs.
    • To treat staff and other families in a considerate, courteous and cooperative manner.
    • To follow our doctors instructions.
    • To arrange to pay all medical bills.