A. We are committed to ensuring every patient receives high-quality care and is satisfied with our services through the following performance standards:

1. 100% of all customer complaints will receive an initial response within one (1) working day from the date of receipt.
2. At least 85% of medical reports will be completed within the following timeframes:
   • State & Specialist Hospitals: Within 28 working days.
   • Other Hospitals: Within 14 working days.
3. 90% of patients will be attended to by a Medical Officer within 90 minutes (monitored via TPCOCHIS data).
4. 70% of patients will be called for dental healthcare services within 30 minutes.
5. We aim for 50% of our clients to be "Very Satisfied" with the dental healthcare services provided.
6. 95% of prescriptions will be dispensed within 30 minutes.
   
   

B. We ensure that all applications and service approvals are processed and finalized within the following timeframes, provided that all required documentation is complete and satisfies established legal and regulatory conditions:

1. Pharmacist Registration: 100% of Pharmacist Registration Certificates will be processed within 7 working days.
2. Nursing Registration: 100% of Nursing Registration Certificates will be issued within 14 working days.
3. Radiation & Radioactive Licensing: 90% of licenses for Possession of Irradiating Apparatus or Radioactive Material (New and Renewals) for medical purposes under Act 304 will be issued within 14 working days.
4. Fumigation Licensing: 95% of Fumigation License applications will be processed for the Director-General of Health’s approval within 5 working days.
5. Water Licensing: 100% of licenses for Packaged Drinking Water and Natural Mineral Water will be issued within 5 working days.
6. Examination Results: 100% of examination results from the Nursing Board of Malaysia and the Midwives Board of Malaysia will be declared within 7 working days.
7. HACCP Audit Reports: 100% of HACCP Certificates will be issued within:
   • 30 working days for online applications.
   • 40 working days for manual applications.
8. Health Promotion Services: 100% of inquiries regarding Health Promotion Services will receive feedback within 5 working days.

To ensure the Ministry of Health Malaysia (MOH) can effectively uphold this Client Charter, we kindly request the full cooperation of our clients by:

• Complying with all official work processes, systems, and regulations currently in effect.
• Having all required information and supporting documents prepared and available upon request.