Clients Charter

Universiti Sains Malaysia will provide services in line with the Client Charter as practiced by the following Centres of Responsibility:

1. Registry 
2. Universiti Sains Malaysia Hospital
3. Research and Innovation Division
4. Student Affairs and Development Division
5  Library
6. Academic Administration Division
7. Training Unit

1. REGISTRY
We pledge to fulfill the needs of our clients as follows:

STAFF APPOINTMENTS

• Ensure that applications (without advertisement) are acknowledged within 10 days of receipt of the application;
• Issue letters or contact candidates regarding the interview 7 working days before the interview date;
• Inform candidates of the results of their application within 14 days from the date of approval by the Committee / University Board of Directors;
• Ensure that the process for the extension of service for part-time / temporary staff is carried out two months prior to the date of termination of service; and
• Process applications for resignations from staff (except for those who are bonded) within 10 days from the date of receipt of the application.

 STAFF SERVICES

• Issue Letters of Confirmation for their position within 7 working days from the University Board of Director’s meeting;
• Issue salary statements to indicate an increment or non-increment, according to the month of the salary increment, that is January, April, July, and October;
• Ensure that all applications (release with permission) to work in external organizations are processed and sent out within 3 days from the date of receipt of the application;
• Submit all documents for Compulsory / Optional Retirement to the Pensions Division, JPA for processing, three months before the date of retirement;
• Prepare acknowledgement / confirmation letters for staff within 1 day from the date of receipt of the application; and
• Prepare acknowledgement / confirmation letters for staff applying for housing loans within 2 days from the date of receipt of the application.

STAFF DEVELOPMENT

• Issue temporary / official Offer letters for the ASHE’s Programme within 10 days from the date of approval by the Vice-Chancellor;
• Issue the results of the application for extension of study leave within 14 days from the date of approval by the Vice-Chancellor; and
• Process and submit the ASHE’s Loan Statement to the Bursar for disbursement upon confirmation of the date of commencement of study leave / departure overseas.

 STAFF ADMINISTRATION

• Announce the University Staff Service Examination in the first week of May / November each year;
• Issue results of the University Staff Service Examination within 14 days from the date of the Staff Service Examination Committee Meeting; and
• Issue guarantee letters for medical treatment within 1 hour of the request.

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2. UNIVERSITI SAINS MALAYSIA HOSPITAL

INTRODUCTION:

Universiti Sains Malaysia Hospital (HUSM) comes under the purview of the Ministry of Higher Education but is managed by Universiti Sains Malaysia. HUSM provides the latest and comprehensive services in all areas of specialization. The main objectives of HUSM are to:

1. Provide medical services to patients.
2. Provide Learning and Research facilities as a Teaching Hospital.
3. Provide specialized services as a Medical Referral Centre.

RIGHTS TO MEDICAL FACILITIES AND TREATMENT

1. Every client has the right to receive medical treatment regardless of age, gender, religion, political beliefs or socio-economic status.
2. All medical facilities ad treatment provided is in accordance with clinical requirements.
3. All clients will be treated equally with kindness, consideration, respect, integrity, sincerity and professionalism.
4. All medications given are in accordance with the standards of quality, efficacy and safety.
5. All emergency cases will be given priority treatment.
6. Doctor-Patient confidentiality is guaranteed.
7. Every client is entitled to receive clarification and advice as to the services rendered.
8. Every patient reserves the right to reject any form of treatment at his own risk.

SAFETY RIGHTS

1. Every patient has the right to accurate information regarding the procedures to be received as well as other options, if any. All explanations and clarifications will include risks, side-effects and other matters that may arise.
2. All forms of treatment from the use of medical equipment and the administration of medications are in accordance with Legislative Controls and the standards stipulated.
3. All medications will be labeled “Pharmacology” and procedures for consumption as well as the purpose for taking such medications will be stated.

RIGHT OF CONSENT

1. All patients will be asked for their consent before any procedure is carried out. (In emergency cases, the hospital authorities will carry out specific procedures with the approval of two specialists and the knowledge of the Hospital Director).
2. Procedures carried out for research purposes require an informed written consent.
3. All information on a patient’s treatment is confidential and cannot be disclosed in any form except:

i. with written permission from the patient
ii.upon court order or legislative processes
iii.in the best interests of the patient, information can be disclosed without permission from the patient.

CLIENT OBLIGATIONS

To enable USM Hospital to implement the Charter effectively, clients have the obligation to:

1. Understand all the client rights in the Charter with full responsibility.
2. Comply with all laws, directives and related rules and regulations.
3. Safeguard one’s health and that of the society by practicing a healthy lifestyle.
4. Utilize the facilities provided responsibly.
5. Ensure that the purpose and cost of any procedure or treatment is clearly understood before it is carried out.
6. Bear full responsibility for any consequences after granting consent to any procedure or treatment.
7. Provide complete and accurate information in order to receive appropriate services.
8. Understand and respect the rights of the service provider and other clients.

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3. RESEARCH AND INNOVATION DIVISION,CHANCELLORY

We pledge to fulfill the needs of our clients as follows:

1. Provide information on research grants immediately; written clarification and guidelines will be provided within two days.
2. Process research applications and “Page Charges” applications every month with the approval of the Deputy Vice-Chancellor (Research &  Innovation) for all research projects.
3. Issue replies for all applications for attending conferences overseas within three working days from the date of approval by the Deputy Vice-Chancellor (Research & Innovation).
4. Process appointments for project staff through Form KG1-3 as well as the EPPF and PERKESO registration within two days of receipt of the application forms.
5. Conduct interviews for project staff every two months, that is, in February, April, June, August, October and December. Appointment letters will be sent out one week after the meeting while requests for termination and extension of service will be processed on the same day.
6. Provide accurate information / research data within the stipulated time; and
7. Provide friendly, courteous and caring services and always being ready to assist.

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4. STUDENTS AFFAIRS AND DEVELOPMENT DIVISION

1. Provide efficient and quality services by improving the quality of management, administration and services.
2. Provide friendly and courteous services, in keeping with the motto “Student-Friendly”
3. Ensure that the Student Affairs and Development Division is always attentive and responsive to the needs of the students.
4. Provide effective leadership and self-development programmes in line with the motto “We Lead”.
5. Monitor and advise the Student Council to ensure that the objectives of its activities and the mission of the Student Affairs and Development Division are achieved.

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5. LIBRARY POLICY ON QUALITY

Dedicated to excellence in the provision of high quality information services and satisfying the needs of our clients through best practices and continuous upgrading programmes.

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6. ACADEMIC MANAGEMENT DIVISION

We pledge to fulfill the needs of our clients as follows:

• Ensure that all academic programmes are approved, managed and administered according to the constitution and procedures of the Senate.
• Provide high quality services to clients in all aspects related to academic administration.
• Ensure that the procedures for student registration, student records, transcripts and scrolls are continuously improved upon.
• Ensure that all activities for processing student academic data are carried out accurately and are continuously updated.
• Ensure that all university examinations are conducted in a well-organized and effective manner.
• Ensure that USM achieves international status as a research and teaching institution.

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7. TRAINING UNIT

We pledge to fulfill the needs of our clients as follows:Prepare training and development programmes that are practical and of high quality to meet current needs according to the stipulated schedule.

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