Complaints by CHAS cardholders against CHAS clinics

Name and Constituency of Member of Parliament

Er Dr Lee Bee Wah

MP for Nee Soon GRC

Question No. 287

To ask the Minister for Health (a) over the past three years, how many complaints have been received from CHAS cardholders against the clinics listed under the programme, especially that relating to medical fees; and (b) whether the Ministry can give a breakdown of the main complaints received and the action taken.

Oral Reply

1        We have received about 300 complaints against Community Health Assist Scheme (CHAS) General Practitioner (GP) and dental clinics from 2013 to 2015, or about 100 a year.  In comparison, about 5.8 million CHAS claims were made over the same period.  About half of the complaints were related to charges at CHAS clinics, including incorrect billing and high fees.  Other complaints included operational issues resulting in incorrect subsidy, refusal by the clinic to provide itemised billing, customer service issues, and concerns over the professional practice of the doctor or dentist.

2        In each case, the Agency of Integrated Care (AIC) had engaged the clinic involved to seek clarification on the issues raised by the patient.  For example, for complaints on fees, AIC would obtain and review the bill breakdown from the clinic and explain to the patient, if the high fee was due to the length of consultation or type of medication prescribed.  If there was a need to correct the bill, AIC would work with the clinic to effect it.  Where the complaint was related to professional misconduct, or professional ethics and standards, the patient would be advised to lodge a complaint with the Singapore Medical Council (SMC).               

3        Some of these complaints could be avoided with clearer communication between clinics and patients.  Clinics are strongly advised by MOH to prominently display common charges in their clinics, and provide itemised billing to patients.  Patients can also seek clarification from their clinics and request for itemised receipts which will show them their bills before and after subsidy.  Patients can also check how much CHAS subsidies their clinics have claimed for them, by logging in to the CHAS website or calling the CHAS hotline.

4        I would like to encourage all Members of Parliament (MPs) to inform MOH of any complaints or feedback by residents on CHAS clinics, and we will look into each case to address their concerns.