FREQUENTLY ASKED QUESTIONS

What does it meant by emergency cases to Emergency Department?
Emergency cases include accidents (on the road/ at work/ domestic), asthma attacks, heart attacks, fainting, snake bites, fires, seizures, food poisoning, sudden and very strong abdominal pain.

If there is an accident and I need ambulance assistance, who should I call?
Call 999 and state your type of emergency. The Pre-Hospital Unit will respond to the 999 operator and channel the appropriate assistance.

How long do I have to wait to get treatment in an emergency?
Upon arrival at the emergency, patients will be sorted according to emergency categories (critical, semi-critical, and non-critical). Patients in the critical category will be given priority followed by semi-critical and non-critical.

Berapakah caj kemasukan atau cagaran hospital bagi warganegara dan bukan warganegara?
Maklumat kadar caj boleh dapati dengan menghubungi Bahagian Hasil di talian 03-9145 5232 / 5228 atau hantar emel ke hasiljkew@ppukm.ukm.edu.my

Apakah penyakit berjangkit yang dimasukkan ke wad dikecualikan dari bayaran?
Ya, semua jenis penyakit berjangkit dikecualikan.

Apakah dokumen-dokumen yang perlu dibawa semasa mendapatkan rawatan atau kemasukan bagi tujuan pengecualian bayaran?
Kad Kebajikan Masyarakat, Kad Pencen, surat sekolah, surat pengesahan (GL)

Do I need to book in advance if I want to give birth here?

Yes, it is necessary, and has to be at least seen twice by a doctor here.

Where should I go if I want to give birth?
You need to come immediately to the PAC/OGAC located next to the Emergency Department.

What should I bring when I have signs of labour?
You need to bring along your identity card, appointment card, antenatal examination record book, letter of guarantee (if any)/ money for ward admission deposit, and personal items for you and your baby when you are coming to PAC/ OGAC.

Can a husband accompany his wife while in Labour Room?
Yes but firstly the husband needs to sign the patient waiting pass issuance form at the labour room and then obtain a Waiting Pass at the Security Counter located on the 1st floor near the labour room.

Can the sister accompany a wife during childbirth?
Priority is given only to the patient’s husband or mother. If both are not available, the application can then be opened to only sister/s named by the patient to accompany her wherever appropriate.

What about breastfeeding my baby if I still have not begun to produce breast milk?
Usually every pregnant woman is able to produce breast milk. Patients are encouraged to continue breastfeeding in the first hour after birth to stimulate milk production. The practice of delaying breastfeeding can cause the breasts to be less productive and the baby refusing to breastfeed.

To whom can I make a reference on the problem of breastfeeding?
You can ring the O&G Clinic for help by a Breastfeeding Counsellor or you can read a pamphlet from the Breastfeeding Support Group. Assistance can be obtained from the Trained Counsellors available in each ward.

What types of complaints or feedback can I provide to HCTM?
HCTM welcomes any suggestions, complaints, appreciations, inquiries and feedback on any of the services we provide.

Is there any charge for making a complaint?
None.

Can I make a complaint on behalf of someone else?
Yes, provided that accurate and up-to-date patient information. Incomplete information, it is difficult for us to make further investigations and identify the necessary remedial actions.

Can I file a complaint anonymously?
Yes, but the feedback or complaint will be considered as incomplete for us to submit feedback on the improvement actions that have been taken to the complainant.

How do I make a complaint?
There are several official channels of complaints and feedback that can be forwarded to us. Among them:-

• Complaint Form (pink color available at certain locations/customer service information counter in the Main Lobby)
• Phone call to Customer Feedback & Complaints Section, Quality Department at 03-9145 5052/6496/5065
• Email complaint information to maklumbalasHCTM@ppukm.ukm.edu.my
• HCTM Online Feedback Form (Category: Suggestions, Complaints & Acknowledgments): https://hctm.ukm.my/hubungan-kami/

What should I include in a complaint to HCTM?
Please send us complainant’s name, patient’s name, Patient’s ID number (MRN Number), complainant’s current address, telephone number, email, date of occurrence, name of ward or clinic, name of staff involved (if applicable), and our service feedback.

What happened to my complaint?
Each COMPLETE complaint received will be given a Letter of Acknowledgement within 3 working days from the date it received by the Customer Feedback & Complaints Section, Quality Department. Complaints and feedback will be forwarded to the departments involved to run the investigation. The period given to the department to conduct an investigation and submit a report is from 5-30 days. A reply to the complainant will be given after the report is received from the department.

How long does HCTM take to investigate?
The investigation period depends on the level of complexity of a case received including the need to obtain information or patient files in accordance with established procedures, meetings with staff involved, processes or procedures required for corrective action or improvement and so on.

Bagaimanakah cara untuk mendapatkan perkhidmatan dari Jabatan Kerja Sosial Perubatan?

Patient should be referred through a referral form by a Specialist/Medical Officer/Rehabilitation Therapist from the ward or clinic where the patient is seeking treatment. The Medical Social Work Officer then will make a biopsychosocial assessment for the purpose of:

• Identifying the real problems faced by the patient or the patient’s family
• Identifying the patient needs
• Determining interventions to help patients and their families
• Re-evaluating the relief actions
• Termination

What are the criterias for patients to be eligible to apply for assistance?

In general, all patients who experience psychosocial problems in the treatment process at HCTM are eligible to apply for assistance. However, screening and evaluation will be done first by the Medical Social Work Officer to ensure their eligibility. The eligibility criteria for assistance are subjective depending on a patient’s social background, socio-economy, level of social support, type of disease, treatment as well as guidelines of different aid bodies in determining the assistance that can be provided by them.

What supporting documents are required in applying for assistance?

The supporting documents required to apply for assistance vary depending on the type of patient’s needs. However, the basic supporting documents required are a copy of the patient and family’s identity card, salary slip/income verification of the patient and working family members, a copy of utility bill, and a copy of the payment receipt made on a monthly basis.

What services are offered by the Department of Medical Social Work?

The services offered by the Department of Medical Social Work are as follows:

• Helping in obtaining the assistance of non-formulary category treatment equipment and medicines.
•  Managing of treatment support equipment loans.
• Managing the placement of Intermediate Homes (transit) for patients and family members.
• Tracking patient’s next of kin and patient placement to support institutions/agencies.
• Managing cases of unmarried mothers.
• Managing child abuse/neglect cases.
• Sexual abuse & domestic violence.
• Treatment placement (haemodialysis case).
• Referral of financial assistance to external assistance agencies
• Evaluation and preparation of socio -economic reports
• Consultation on treatment charges, OKU registration and medical claims.
• Emotional support therapy for patients/families of patients who are in need

How to apply for HCTM Intermediate Home (transit)?

For an application to stay in an Intermediate Home, the patient must be referred through a referral form by a Specialist/Medical Officer/Rehabilitation Therapist from the ward or clinic where the patient seeks treatment. A deposit of RM50.00 and accommodation charges is at RM5.00 per night. If there is no vacancy in the house upon received referral, the patient/beneficiary will be placed on the waiting list. If required, they will also be given a list of alternative accommodation facilities provided by outside parties near HCTM.

Can I apply for a loan or rental of medical equipment such as patient beds, crutches or wheelchairs from HCTM?

Yes. The same procedure should be done which is; the patient should be referred through a referral form by a Specialist/Medical Officer/Rehabilitation Therapist from the ward or clinic where the patient seeks treatment. The loan facility or rental of medical equipment provided is based on the needs of the patient recommended by the referrer. However, the medical equipment facilities are limited and subject to the contribution of equipment that is still available at any one time. Patients who can afford the items are advised to buy or rent directly from the supplier.

How do I get information on the status of the medical cost assistance application that I applied for?

Applications for eligible assistance will be processed only after completed supporting documents are provided to the Medical Social Work Officer. The officer will refer the application to the aid agency according to the need for assistance. If feedback on the application is obtained, the Medical Social Work Officer will provide a letter informing the patient of the assistance decision within a period of not exceeding 5 days. The waiting period for the decision depends on the criteria and condition of the assistance agency referred. There are aid agencies that could provide feedback within 1-2 weeks and also those who can provide within 1-2 months. The aid approval rate is subject to the decision and judgment of the aid agency.

1. Why are there medicines that need to be bought when in other MOH Hospitals, medicines are supplied for free?
For information, HCTM UKM is under the Ministry of Higher Education Malaysia and not under the Ministry of Health Malaysia. Therefore management in terms of policies and provisions is different. Medicines listed in Formulary (F) HCTM will be given free of charge to patients in accordance with the established policy, ie according to the specialization of the Specialist or clinic, indications and approved provisions.
Therefore patients have to pay for medications for the following situations:
a) drugs not listed in the HCTM Formulary (Non-Formulary Drugs)
b) the use of the drug has exceeded the approved allocation
c) the drug is prescribed by a specialist or clinic that is not included in the list of approved users (A*)
d) patient status is payable

2. Does HCTM Pharmacy have `SMS & Take ‘and UMP facilities – take medicine by Post,` After Office Hour’ (AOH) ‘, and Integrated Medicine Supply System (SPUB)?
HCTM Pharmacy does not provide SMS & Take service and integrated medicine supply (SPUB). This service is only provided by hospitals under the MOH.

HCTM Pharmacy provides Call and Take (PDA) Services. Patients with repeat medications can register at the PDA counter provided subject to established guidelines. Patients need to make a call 24 hours before coming to take repeat medication without having to queue or wait because the medication has been prepared in advance.

In addition, there is the latest value-added service introduced by the Pharmacy Department, namely the Medicines Service by Post (UMP). The medicine will be mailed to the patient’s preferred destination with a delivery charge as low as RM5.30 (Cash on Delivery). Patients can contact the UMP Services unit via the telephone line or send a short message text via the Telegram Messenger application to obtain relevant information.

3. Why do I need to get a Specialist Doctor’s approval for a particular drug for a discharge prescription?
Each A* list drug will be allocated a specific budget and policy by the Therapeutic and Medicines Committee (JKTU). Therefore, the certification stamp of a Specialist from a particular clinic is required to control the production of A* list drugs, especially for discharged patient prescriptions.

4. Can I get the balance of the previously unclaimed supply of medicine?
Patients should not get the remaining supply of unclaimed medication to avoid the occurrence of double medication intake (overdose) if the patient gets an excessive supply of medication. Medicines not taken will not be re-supplied and patients are advised to take the medications as prescribed by the Specialist/Medical Officer and not to skip the dose of the medication.

5. Does the prescription have an expiration date?
All prescriptions issued by hospitals have an expiration date. For HCTM, the expiry date of the prescription is based on the date the prescription is issued until the date of supply of the drug prescribed by the Specialist / Medical Officer. Example: the date the prescription is issued is 25/3/2021 for 6 months. So the expiration date of the prescription is 25/9/2021. Patients are advised to check the appointment date with the prescription period so that the supply of medication is not interrupted.

6. Can I get a supply of medicine if the prescription has expired?
Patients should not use an expired prescription to take medication at the pharmacy because it is wrong in terms of the Poisons Act (Akta Racun). Patients are required to return to the clinic and apply to a Specialist/Medical Officer to make a new prescription.

7. Can I get a supply of medicine from this hospital using a prescription from another hospital/Health Clinic?
No. HCTM Pharmacy does not accept any prescriptions from other Hospitals/Health Clinics. This is because:
a. The allocation of HCTM medicines is under the Ministry of Higher Education Malaysia and not under the Ministry of Health Malaysia.
b. The medicine policy from KKM Hospital is different from HCTM, for example, Tab Papase in KKM Hospital will be provided for free but in HCTM, patients have to buy at Kedai Farmasi because it’s Non-Formulary status (not available in the Formulary).

8. Can I get a supply of medicine using HCTM prescription from facilities outside the MOH (such as IJN, PPUM, HUSM)?
No, because HCTM prescriptions are not accepted by hospitals outside the MOH or Hospitals under the MOH. HCTM prescriptions can only be used at HCTM only.

9. Can I apply for a supply of medication that is not on my prescription?
Medication will only be supplied as in the prescription only. If the patient wants to apply for a supply of medication that is not available in the prescription, the patient is required to see the Specialist/Medical Officer again to add the medication.

10. Can I get medicine without having to bring a prescription?
No. A prescription is required each time a patient comes to take medication at the pharmacy. This is because:
a. Prescriptions are required for the process of filling and dispensing medications to patients as each patient has different medication needs.
b. Each time the medicine is taken it will be recorded on prescription and this is used as proof of delivery of the medicine to the patient.
c. To avoid mistakes in giving medicine to patients because there are different types of drugs with different strengths. In the event of an incident, the pharmacy staff can trace it back through the available prescriptions.
d. To facilitate Specialists/Medical Officers and pharmacy staff to check the patient’s previous medication records or history if admitted to another ward or hospital.

11. Can I get a supply of medicine earlier than the date set by the pharmacy?
Yes, if the patient has a strong reason and the patient is required to obtain confirmation from the Pharmacist first.

12. What if I do not have the opportunity to take medicine during working hours?
Patients can take medication at the Main Outpatient Pharmacy after office hours from 5.00 pm to 6.00 pm (Monday to Friday). Patients are not allowed to come and take medicine at the Emergency Medical Pharmacy because the Pharmacy only stores certain types of medicine. Patients are also encouraged to use the Call and Pick Up (PDA) and Medication by Post (UMP) services that have been provided.

13. Do I have to make a payment while taking the medicine?
Only patients with paid status need to pay in advance when taking medicine at the HCTM pharmacy. Payment for medicine is RM 40.00 for a month’s supply regardless of the total number of medicines supplied for Formulary medicine. For Non-Formulary drugs, patients are required to buy them at the Pharmacy.