Patient Rights & Responsibilities
Every patient at Florence Healthcare International is cared for with dignity, honesty and respect. These rights and responsibilities — in line with international (JCI) standards — describe what you can expect from us and how, together, we keep your care safe and effective.
Your rights
Access to care
To receive care without discrimination on the basis of age, gender, nationality, religion, disability or ability to pay.
Respect & dignity
To be treated with courtesy and respect, and to have your personal, cultural and religious values honoured.
Clear information
To receive understandable information about your condition, diagnosis, treatment options and likely outcomes.
Informed consent
To understand and agree to any procedure before it takes place — and to refuse or stop treatment, and be told what that means.
A second opinion
To ask for another medical opinion about your diagnosis or treatment, within or outside the hospital.
Privacy & confidentiality
To have your medical information and personal data kept private and shared only with your consent or as the law requires.
Management of pain
To have your pain assessed and managed appropriately as part of your care.
A safe environment
To receive care in a safe, secure and clean environment, protected from neglect or harm.
Language support
To be helped to understand your care in a language you understand, with interpreter support where needed.
Know your caregivers
To know the identity and role of the people involved in your care.
Involve your family
To have your family or a companion involved in your care and decisions, to the extent you wish.
To be heard
To raise a concern or complaint without fear, and to have it addressed fairly and promptly.
Your responsibilities
Safe, effective care is a partnership. You help us care for you well by:
Give accurate information
Provide complete, honest information about your health, history, medication and any changes in your condition.
Follow the agreed plan
Follow the treatment plan you have agreed, and ask questions whenever something is unclear.
Respect others
Treat staff, other patients and visitors with respect, and follow hospital rules and care for its property.
Keep to arrangements
Attend your appointments and let your coordinator know as early as possible if anything needs to change.
Meet financial commitments
Understand your cost estimate and settle the agreed costs of your care as arranged.
Respect privacy
Respect the privacy and confidentiality of other patients and of information you may see or hear.
Raising a concern
If anything about your care falls short of what is described here, we want to know. You can speak to your international patient coordinator at any time, or contact us directly. Every concern is treated seriously and in confidence, addressed fairly, and used to improve the care we give.
Your feedback — including what went well — helps us look after the next patient better.
Share feedback or a concernInternationally accredited care
These commitments reflect the standards of Joint Commission International (JCI) accreditation and our duty of care to every patient, wherever they travel from.
Our accreditations