Patient Guide

At SPH, we prioritize your well-being and this section is designed to provide insights into your rights and responsibilities as a patient.

01 Patient's Rights & Responsibilities

As a patient of Selesa Pacific Hospital, you can expect:

To be informed of your medical treatment and care.
To be treated with courtesy and respect.
To be provided with adequate information and informed consent.
To be provided with a channel to address your feedback.
To be informed of the estimated charges.
To see an itemized bill upon request.
To know the identity and professional status of your care provider.
To be ensured the privacy and confidentiality of your medical record.
To receive care in an environment conducive to good health.

As a patient of Selesa Pacific Hospital, you have the responsibility:

To know and understand your rights and exercise these rights responsibly and reasonably.
To provide complete and accurate information regarding your health including present condition and personal particulars.
To ask questions if you do not understand your diagnosis or treatment.
To take responsibility for any consequences if you leave the hospital against medical advice.
To treat your providers with courtesy and respect at all times.
To be responsible for the safekeeping of your own valuables.
To pay any financial obligations resulting from the treatment provided.
To abide by all hospital rules and regulations.

02 Pre-admission

Selesa Pacific Hospital recognizes and accepts Guarantee Letters from corporation and insurance companies that have established credit facilities with us. Please present your Approved Guarantee Letter upon arrival for registration or admission.

For cash-paying patients, initial deposit may be required during the time of admission. Payment accepted are cash and any major credit card. Our Cashier will indicate the amount to you. You have a choice of the following room types:

Single bedded room
En-Suite Room

However, in case the room type is not available, we will allocate the best alternative room available. As a policy, we do not allow more than one companion per patient. However, parents/guardian of children are advised to accompany the child during the stay.

03 In-Patient Information

Pack lightly when you come for admission. You are required to wear appropriate attire during your stay. An admission kit is available for your use. The kit contains basic toiletries that you would require during your stay.

A safe box will be provided, however personal belongings & valuables are not encouraged to be brought to the hospital upon admission.

Visitation Hours:
General Ward
11am – 9.30pm

ICU / HDU
10am – 1pm
4pm – 8pm

Visitation hour subject to change due to Covid-19 control measures. Visiting of wards is allowed only if it involves emergency cases, child patients, the elderly and special needs patients. For latest update, please contact the hospital.

04 Payment Methods

By Cash or Credit Card

Note: We are a panel with most Insurer and TPAs. The listed Insurance and TPAs are only a portion of our list. For panel confirmation, kindly contact your respective Insurer and TPAs provider or you may also check with our Customer Care Department in each facility.

Once deemed fit for discharge by Consultant, it will take two hours (on average) to prepare the bill.
The ward staff will prepare discharge and payment documents as well as your medication.
Once the bill is ready, show your discharge and bill settlement documents at the nurse station.
For credit card payments, we accept VISA or Mastercard. Maybank EzyPay scheme & HSBC Easy Payment Plan are offered at selected hospitals.
You will be given your Discharge Notification document, investigation report, drug prescription and your medicine based on your drug prescription.
Inform your consultant if you need a medical certificate (MC).
Upon settlement of bill, please vacate the room promptly in consideration of other patients.

Insurance Coverage

This payment method may take up to four hours to process.
If you would like to leave the hospital earlier, you will have to leave a security deposit that is equivalent to the outstanding bill with our billing department. This will be refunded once approval is obtained from your insurance company.
If your insurance company has denied approval, please settle payment by cash or credit card.
If the approved amount is less than the final bill, you will need to pay the balance.
The original copy of the investigation report will be submitted to your insurance provider. You will receive a copy of it and your Discharge Summary.
Patients admitted and required to stay overnight:
-Discharged before 2pm(one night room charge)
-Discharged between 2pm and 7pm(additional 50% room charge)
-Discharge after 7 pm(additional one night room charge)

05 Insurance Coverage

Selesa Pacific Pacific is a panel hospital that falls under a multitude of insurance companies and third party administrators, both local and international. We provide the means for you to receive medical coverage, giving you peace of mind while you are under our care.

Insurance Company

AIA Berhad (Preferred Platinum Panel)
AIA Public Takaful Berhad (Preferred Platinum Panel)
Allianz Life Insurance Malaysia Berhad
Allianz General Insurance Company (Malaysia) Berhad
Am General Insurance Berhad
Etiqa Life Insurance & Family Takaful
Great Eastern Life Assurance (Malaysia) Berhad
Great Eastern Takaful Berhad
Hong Leong Assurance Berhad
Hong Leong MSIG Takaful Berhad
MPI Generali Insurans Berhad
Prudential Assurance Malaysia Berhad
Prudential BSN Takaful Berhad
Tokio Marine Life Insurance Malaysia Berhad
Zurich Insurance Malaysia Berhad

Third Party Administrator (TPA)

Asia Assistance Network (M) Sdn Bhd
Across Asia Assist (M) Sdn Bhd
CompuMed Healthcare Manager
Cuepacscare4u Solutions Sdn Bhd
Eximius Medical Administrator Sdn Bhd
Healthmetrics Sdn Bhd
IA International Assistance Sdn Bhd
IHM Sdn Bhd
International SOS (Malaysia) Sdn Bhd
Integrated Health Plans (Malaysia) Sdn Bhd (formerly known as Corporate Outsource Services Sdn Bhd)
Inova Care Sdn Bhd
MediExpress (M) Sdn Bhd
Medkad Sdn Bhd
Mediscreen Sdn Bhd
MiCare Sdn Bhd
MiyaCare Sdn Bhd
PM Care Sdn Bhd
Pra Assist Medical Network Sdn Bhd
Selcare Management Sdn Bhd
TNB Healthcare

Oversea Third Party Administrator (TPA)

Assistcard Smalline
APRIL Assistance/ International
BUPA International
Cigna Health Insurance (formerly known as Vanbreda International)
Europ Assistance CMN
Fullerton Healthcare
Generali Global Health Services
Now Health International (Asia Pacific) Limited