Reviewed: January 2025 ·
Approved by: KCC Medical Committee ·
Based on WHO & JCI international patient safety standards
This charter applies to every patient at Kathmandu Cancer Center —
regardless of age, gender, nationality, religion, language, income, or type of cancer.
It applies at both our New Baneshwor City Clinic and our
Bhaktapur Main Campus. These rights apply from your very first
contact with KCC — by phone, WhatsApp, or in person.
तपाईंका अधिकारहरू — नेपालीमा सारांश
काठमाडौं क्यान्सर सेन्टरमा उपचार गर्ने प्रत्येक बिरामीलाई सम्मानजनक र इन्फर्मड उपचारको अधिकार छ। तपाईंलाई आफ्नो रोग, उपचारको विकल्प र सम्भावित जोखिमबारे नेपाली भाषामा जानकारी पाउने अधिकार छ। तपाईं आफ्नो उपचारमा सहमति दिन वा अस्वीकार गर्न स्वतन्त्र हुनुहुन्छ। गुनासो भएमा [email protected] मा सम्पर्क गर्नुहोस्।
Your Rights at Kathmandu Cancer Center
1
Right to Dignity and Respect
You have the right to be treated with dignity, courtesy, and compassion
at all times — by every member of KCC staff, regardless of your
background, income, or beliefs. No patient shall be subjected to
discrimination, humiliation, or disrespectful conduct.
2
Right to Informed Consent
No procedure, operation, or treatment shall be performed without your
informed consent. You have the right to receive a clear explanation —
in language you understand — of your diagnosis, proposed treatment,
alternatives, and potential risks before agreeing to any care.
3
Right to Refuse Treatment
You have the right to refuse any recommended treatment or procedure,
even if it is medically advised. Your doctor will explain the
consequences of refusal, but the final decision belongs to you.
Refusal will not affect the quality of any other care you receive.
4
Right to Privacy and Confidentiality
Your medical information is private. It will not be shared with any
person outside your care team without your consent, except where
required by law. Clinical examinations are conducted with appropriate
privacy. You may request a chaperone at any time.
5
Right to a Second Opinion
You are entitled to seek a second medical opinion at any time —
from another KCC specialist or from any external institution —
without this affecting your ongoing care at KCC. We support
informed decision-making and will never discourage you from
seeking additional medical perspectives.
6
Right to Access Your Medical Records
You have the right to request and receive a copy of your medical
records, test results, and clinical notes at any time. Records
will be provided in a reasonable timeframe. A small administrative
fee may apply for copied documents.
7
Right to Language Access
You have the right to communicate with your care team in Nepali,
Hindi, or English. All clinical explanations, consent forms, and
written instructions are available in Nepali. You will never be
made to feel that a language barrier is your problem to solve.
8
Right to Family Presence and Support
You have the right to have a family member or trusted person
present during consultations, treatment sessions, and recovery
— unless clinical necessity or your own preference requires
otherwise. At KCC, family is considered part of the care team.
9
Right to Know Your Diagnosis
You have the right to receive a clear, honest explanation of
your diagnosis, the stage of your cancer, your treatment options,
the likely outcomes, and the limitations of available treatments.
You also have the right to designate a family member to receive
information on your behalf if you prefer.
10
Right to be Free from Discrimination
Every patient at KCC shall receive equal care regardless of
caste, ethnicity, gender, age, disability, religion, sexual
orientation, national origin, or financial status. Clinical
decisions are based solely on medical need.
11
Right to Palliative and End-of-Life Care
If curative treatment is no longer possible or desired, you have
the right to receive compassionate palliative care — focused on
comfort, dignity, and quality of life. Your wishes regarding
end-of-life care will be documented and respected.
12
Right to Lodge a Complaint Without Fear
You have the right to raise concerns, provide feedback, or submit
a formal complaint at any time — without fear of negative
consequences to your care. KCC is committed to responding to
all complaints within 7 days and to using feedback to improve
our services.
Your Responsibilities as a Patient
Rights come with responsibilities. To help us provide the best possible care, we ask that you:
- Provide accurate and complete information about your health history, symptoms, medications, and previous treatments
- Tell your care team if you do not understand the explanation you have been given
- Follow the agreed treatment plan as far as possible, and inform your team if you are unable to do so
- Treat KCC staff and other patients with respect and courtesy
- Attend scheduled appointments or give reasonable advance notice if you cannot
- Inform us of any changes to your condition or contact details
- Settle your account or arrange financial assistance in advance of planned treatments
- Ask questions — no question about your care is too small or too difficult
How to Raise a Concern or Complaint
KCC takes all feedback and complaints seriously. Raising a concern will never affect the quality of care you receive. Here is our process:
1
Speak to your care team
Most concerns can be resolved immediately by speaking directly with
your nurse, doctor, or ward staff. This is always the fastest route.
2
Contact Patient Services
If your concern is not resolved, contact our Patient Services team at
01-5091629 or visit the
Patient Services desk at either location.
3
Submit a formal written complaint
Email [email protected]
with a description of your concern. We will acknowledge within
48 hours and provide a full response within 7 days.
4
Escalate externally
If you remain unsatisfied, you may contact the
Nepal Medical Council at
nmc.org.np
or the Department of Health Services, Nepal.
Complaints & feedback
[email protected]
Phone (24 hours)
01-5091629
WhatsApp
9818-226237
Response commitment
Acknowledgement: 48 hrs · Resolution: 7 days