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Recognising how difficult it is for patients to come from their home countries to Penang for medical care, Island Hospital is here to assist you before, during and after your trip.

For patients who travel outside of their home country to receive services at Island Hospital, our International Patient Services team offers seamless care designed specifically to your unique needs and culture, from arranging doctor's appointments to airport pick up services and hotel accommodation, all prior to your arrival.

At the hospital, our International Patient Services Desk provides the following services:

  • Information about services available at Island Hospital
  • Directions and assistance finding your way around Island Hospital
  • Assistance during your hospital stay
  • Assistance during/after discharge
  • Confirmation of flights
  • Assistance for Visa extension
  • Ground transportation from the airport

At Island Hospital, we ensure that you feel at home whilst you are here, and return home to your country in good health. Every effort is taken to not only provide you with world-class medical treatment and procedures, but to ensure you feel most at home and comfortable throughout your care with us.

For more information, please visit our International Patient Services Desk located at the main lobby or contact us at info@islandhospital.com

Seeking medical treatment outside your home country can be a physically and emotionally draining experience, especially if it is your first time. As such, knowing Penang beforehand will help you understand your destination better.

Penang is a Malaysian state located on the northwest coast of Peninsular Malaysia. As a multicultural destination and a UNESCO World Heritage Site, it is difficult to define Penang in just one word. Penang however, is a true melting pot of cultures with its blend of Eastern and Western influences.

Ethnicities

Penang has been historically regarded as a predominantly Chinese state, however, has a variety of mixtures including ethnic Malays and Indians.

Language

The four major languages widely spoken in Penang are Bahasa Melayu, English, Mandarin, including several other Chinese dialects such as Hokkien, Hakka, Cantonese, Teochew and Tamil.

Religion

Penang’s vibrant festivals are a colourful reflection of the state’s multiculturalism. Traditional festivals such as Chinese New Year, Ramadhan, Hari Raya Aidil fitri, Deepavali, Thaipusam, Hungry Ghost Festival, Nine Emperor Gods Festival, Chingay Parade and Mooncake Festival have retained an authenticity in Penang, which is unmatched in many parts of Asia.

Weather

Penang enjoys a year-round tropical rainforest climate where it is warm and sunny all the time, with plenty of rainfall and the monsoon climate due to its geographical location. Temperature is usually above 30 ̊C in the day and above 25 ̊C at night

Visiting Hours

To ensure that our patients get optimum rest, all visitors must adhere to the following visiting hours.

Wards:
12:00pm – 2:00pm
6:00pm – 9:00pm

Intensive Care Units:
8:30am – 1:30pm
2:30pm – 8:30pm
10:00pm – 12:00am

*Extended visiting hours in the wards may be arranged at the discretion of the patient and the nursing supervisor.

 

General visiting guidelines:

Our visitor policies have been carefully considered, and put in place to ensure the safety and highest quality of care for our patients and visitors. We seek your cooperation to follow these guidelines.

  • Keep visits short as our patients need rest to recover.
  • No more than two visitors should sit with patients at a time. This is to keep noise and disturbance at the ward to a minimum.
  • If treatment is required for the patient, our nurses may ask visitors to leave. We seek your cooperation to do so.
  • Children aged below 7 years are discouraged from visiting for health reasons. If children visit, they must be accompanied and supervised by an adult at all times.
  • Be considerate and keep noise levels down.
  • Be respectful of neighbouring patients’ need for quiet and privacy in a shared room.
  • Silence mobile phones and speak softly on the phone to avoid disturbing patients.
  • In the ICU, mobile phones are not permitted within two metres of any medical equipment.
  • Smoking or drinking alcohol is not allowed on hospital premises.
  • Wash your hands often with soap and water or use alcohol-based hand sanitisers which are available around the hospital to prevent the spread of germs.
  • If you are ill, please postpone your visit.

Intensive Care Units (ICU) visiting guidelines:

  • Visitors to the ICU are limited to strictly two at a time unless special arrangements have been made with the patient’s nurse. Comfortable waiting areas are provided nearby. 
  • Only immediate family members or significant others are allowed to visit in the ICU.
  • Mobile phones are not permitted within two metres of any medical equipment.
  • Due to increased risk of infection, children under the age of 12 are not allowed to visit the ICU.
  • Visits are limited to 10 -15 minutes to ensure patients get their optimum rest.

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Pre-admission

If your consultant recommends for you to be admitted for further treatment, you can discuss any concerns you may have with them first. Once you give your consent to be admitted, your consultant will initiate the admission process and you can proceed to the Admission Counter.

If you are making preparations for your admission and need to obtain a guarantee letter from your company or insurance provider; a date of admission will be arranged by your consultant so you can do the necessary before being admitted.

Should you choose to proceed as a self-payer, you can register at the Admission Counter after your consultation.

Before admission, you may want to prepare:

  • Your medical history
  • A detailed list of all medications being taken
  • Your proof of identification

 

Admission process

When you register at the Admission Counter, our staff will need to know your mode of payment — self-pay, corporate guarantee letter or via insurance.

The following is a guide to some items which you need to prepare for the admission process.

Self-payment:

  • Proof of identification - NRIC / passport
  • A deposit (amount varies according to procedure)

Corporate guarantee letter/ insurance:

  • Proof of identification - NRIC / passport
  • A guarantee letter from your company or insurance provider
  • Medical card

At Island Hospital, we accept medical cards from all major insurance providers, including (but not limited to) the following:

  • AIA
  • Allianz SE
  • AXA
  • Berjaya Sompo Insurance
  • eTiQa Insurance
  • Great Eastern Malaysia
  • Hong Leong Assurance
  • Manulife
  • Prudential
  • Prudential BSN Takaful
  • Tokiomarine Insurance Group

For cases that have yet to be approved by the insurance provider, our staff will contact your insurance provider to follow-up on the approval of your case. This process may take 1 to 2 hours, so you can choose to either:

  • Pay a deposit first and proceed with admission or,
  • Wait for your case to be approved before proceeding with admission

If you choose to wait, our staff will call you to inform you that your case has been approved.

Admission of children under 12 years old
For children under 12 years old, one of the following is required for registration:

  • Birth certificate
  • MyKid card

Discharge process

  1. Once treatment has progressed and you are deemed fit to discharge, your consultant will inform the ward nurses to proceed with your discharge order.
  2. After the discharge order is given, the ward nurses will notify the Inpatient Cashier Counter to process your final bill.
  3. Our ward nurses will inform you once your final bill is ready, and you can proceed to the Inpatient Cashier Counter located at the ground floor to settle the bill.
  4. If you have been prescribed any medication to take home, our staff at the Inpatient Cashier Counter will provide a Take Home Medication slip.
  5. Bring your Take Home Medication slip to our Pharmacy and collect your medication.

For cases covered by corporate guarantee letters and insurance, our staff will request for the Final Guarantee Letter (FGL) from your company / insurance provider once the final bill is processed. You will need to wait for your company / insurance provider to process the FGL and send it to us before you can settle the final bill. Our staff will call you once the FGL is received.

Financial counselling

If you have any concerns regarding the cost of treatment or hospital charges, you can request for financial counselling from our staff. Our team will be able to provide you an estimate of the cost and help you make well-informed decisions for your treatment.

Insurance Coverage

At Island Hospital, we believe world-class healthcare should be accessible to everyone. Prior to your visit, we advise that you contact your insurance company to confirm the extent of your policy’s coverage. Please also ensure that all insurance details provided to us, is complete.

Visa

Prior to entering Malaysia, if required, a foreign national must acquire a Visa - an endorsement in a passport or other recognised travel document of a foreign national, indicating that the holder has applied for permission to enter Malaysia and that permission has been granted.

All foreign nationals who require a Visa to enter Malaysia must apply and obtain a Visa in advance at any Malaysian Representative Office or Malaysian Embassy abroad, before entering Malaysia.

For short-term stays up to 30 days, the Malaysian government does not require most foreign nationals to acquire a Visa. However, depending on your country of origin, there may still be Visa requirements. It is best to check in your home country, before you travel.

Foreign nationals seeking medical treatment may apply for a Visa extension upon request to the Malaysian Immigration.

For more information, visit:
Official Portal of the Department of Immigration Malaysia
http://www.imi.gov.my/index.php/en/

September 16, 2021
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Penang is accessible directly via flights from 22 major local and regional airports, and over 100 local and international destinations via the Kuala Lumpur International Airport (KLIA) and Kuala Lumpur International Airport 2 (KLIA2).


Click here for domestic flights to Penang

Flight Service

Upon arrival at Penang International Airport, enjoy an effortless transfer to Island Hospital.

Relax after your flight – No more waiting in line for a taxi
Totally hassle-free – You will be greeted by our Customer Service personnel at the airport arrival hall and shown to the Island Hospital shuttle
Peace of mind – Guaranteed pickup at the scheduled pick-up time.

Shuttle times
Mondays to Fridays               7:00am – 6:00pm
Saturdays                                     7:00am – 12:00pm   
No pick-up services on Sundays & Penang and Malaysia Public Holidays   

Terms & Conditions

  • This service is complimentary to all of our international patients.
  • One patient is allowed a maximum of one accompanying companion only.
  • Bookings must be made at least 48 working hours prior to arrival.

Contact us for bookings
WhatsApp               +6013 4030110
Email                           mktgcustsvc@islandhospital.com