Patient Policy

Our Commitment to You

Soot Healthcare is committed to providing healthcare services that are safe, person-centred, and of the highest possible quality. This Patient Policy sets out the standards you can expect from us and the responsibilities we ask of you as a patient, to ensure a safe, respectful, and effective care environment for everyone.

Patient Rights

As a patient at Soot Healthcare, you have the right to:

• Receive safe, compassionate, and dignified care at all times
• Be treated with respect regardless of age, gender, ethnicity, faith, or social status
• Receive clear, accurate information about your diagnosis, treatment options, and expected outcomes
• Give or withhold informed consent before any procedure or treatment
• Have your personal and medical information kept strictly confidential
• Receive care from qualified and professional healthcare providers
• Make a complaint without fear of reprisal and to have it addressed promptly and fairly
• Be involved in decisions about your own care and treatment plan
• Receive a second opinion if you request one

Patient Responsibilities

To help us provide the best possible care, we ask all patients to:

• Provide accurate and complete health information during registration and consultations
• Follow the agreed treatment plan and take prescribed medication as directed
• Attend scheduled appointments and notify us in advance if you need to reschedule
• Treat all staff and other patients with courtesy and respect
• Settle any applicable consultation or treatment fees promptly
• Inform us of any changes in your condition or contact details
• Refrain from aggressive, abusive, or disruptive behaviour on our premises

Confidentiality

All patient information — medical records, consultations, test results, and personal details — is kept strictly confidential. Information will only be shared with third parties with your explicit consent, or where required by law (e.g. statutory disease reporting, court orders).

For more details on how your data is handled, please read our Privacy Policy.

Complaints & Feedback

We take all patient feedback seriously. If you are dissatisfied with any aspect of your care, we encourage you to:

1. Speak directly with the clinician or nurse responsible for your care
2. Contact our management team at the facility
3. Submit a written complaint via email to soothealthcare@gmail.com

All complaints will be acknowledged within 48 hours and resolved within a reasonable timeframe. We are committed to learning from feedback and continuously improving our services.

Contact Us

If you have any questions about this Patient Policy or your rights as a patient, please get in touch:

You may also use our online contact form or book an appointment to speak with a member of our team.