Patient bill of rights

This is what you are entitled to as a Mesura Health patient. It is not a summary of the other documents and it does not narrow them — where this and the Terms & Conditions, Privacy Policy or Medical Consent overlap, those documents govern the detail.

1. What you can expect from us

• Care from a registered doctor. Every clinical decision in your programme — whether the programme suits you, what is prescribed, when it changes, when it stops — is made by a medical practitioner registered with the Malaysian Medical Council at our licensed partner clinic. Not by Mesura, and not by software.
• A clear explanation of your options, including the alternatives to treatment and what happens if you do nothing, in language you understand, in English or Bahasa Malaysia.
• An honest account of what is and is not known. We will not overstate the evidence, the likely result, or the safety of any treatment. Results differ for each person, and we do not guarantee outcomes.
• A straight answer on cost before you commit. Every price is published before you start, including the ones you have not reached: the clinic's consultation fee, the medicine at each dose band, and the monthly care programme. Nothing is charged until a doctor has cleared you, and the RM49 deposit is credited to your first month. Price changes are notified before they take effect.
• A human when you need one. You may ask to speak to a person at any point instead of continuing with automated messages, and anything urgent is routed to your care team.
• To be told when the answer is no. Being declined is a normal outcome, it is decided by a doctor in the doctor's own words, and it costs you nothing beyond the entry consult.

2. Your right to say no

• You may decline any treatment, at any stage, including after it has been prescribed or started, and you do not have to justify the decision.
• You may seek another opinion, from a doctor outside the programme, at any time. We will provide the records you need to do so.
• You may end your programme without giving a reason. Billing consequences are in the Refund Policy; your care ends safely rather than abruptly, with your doctor advising on a safe stop or taper — you will not be left mid-treatment without a plan.
• Marketing and research participation are always optional and always separate from care. Saying no to either changes nothing about the treatment you receive.
• Declining anything in this section never affects the quality of, or your access to, the care you are entitled to.

3. Your right to your records

• You may request a copy of your programme record from Mesura — your registration details, intake answers, measurements, programme history and your message history — under the Personal Data Protection Act 2010. We respond within the statutory 21 days, and we do not charge a fee — the Act allows one, and we have chosen to waive it.
• You may request a copy of your medical record from the partner clinic — consultation notes, prescriptions and dispensing records are held by the clinic under its own statutory obligations, and requests for those go to that clinic. We work with more than one partner clinic, so rather than publish an address that may not be yours: ask us, and we will give you the contact details of the clinic that provided your care.
• You may have inaccurate information corrected. Corrections supersede the earlier entry; the original is preserved in the audit trail rather than erased, so the record of your care stays complete and honest.
• You may withdraw your consent to our processing at any time. What continues to be kept afterwards — the clinic's statutory medical record, our consent and audit records, and records held per the retention schedule — is set out in the PDPA Data Protection Notice §5.

4. Raising a concern

4.1 Tell us first if you are willing to: message us on your programme channel, email support@mesura.health, or use the contact page at mesura.health. We will acknowledge within 2 working days and give you a substantive response within 14 days. Raising a concern never affects your care.

4.2 You may escalate at any time, without going through us first:

• Clinical care or a doctor's conduct → the Malaysian Medical Council (MMC), and for the facility itself, the Ministry of Health under the Private Healthcare Facilities and Services Act 1998.
• Your personal data → the Personal Data Protection Commissioner (Jabatan Perlindungan Data Peribadi, JPDP).
• Fees, billing or consumer matters → the Tribunal for Consumer Claims (Tribunal Tuntutan Pengguna Malaysia), under the Consumer Protection Act 1999.

5. Contact us

• Programme channel (care and support): WhatsApp +60 10 876 9700, or start from mesura.health.
• Operating hours: the care team is available 9am to 9pm daily. Outside those hours, messages are read the next morning. Two things do not wait for opening time: a message that trips our safety screening pages a doctor at any hour, and an emergency should go to 999 or the nearest emergency department — not to us.
• Data protection contact: the Data Protection Officer — support@mesura.health
• Registered address: Vast Dynamic Ltd, trading as Mesura Health, company registration number 77131343, Level 9, Amtel Building, 144-148 Des Voeux Road Central, Hong Kong
• Address for service in Malaysia: Unit A-G-07, Pangsapuri Palm Garden, Persiaran Bukit Raja / KU1, Bandar Baru Klang, 41150 Klang, Selangor

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