Hospitals & Clinics

Your guide to hospital admission

Let us guide you through your admission and discharge process from start to end via our Hospital
Alliance Service (HAS), so you can receive your treatment and get back to full health without worries.

Unplanned/emergency admissions
Pre-planned/non-emergency admissions
Discharge from hospital
Be a smart consumer

Unplanned/emergency admissions

For emergencies, please go directly to the nearest clinic or hospital. If it is a nonpanel hospital, you will normally be required to pay the hospital bills upon discharge, and submit them to PruBSN for reimbursement (subject to terms and conditions of your certificate). However, if you are admitted to one of our panel hospitals, with HAS facility, you are able to enjoy pre-authorisation* of claims for medical related expenses. This means that your hospital bills will be paid* directly to the hospital by us.

1st stage: Evaluation

Step 1

Register yourself at the hospital’s Accident & Emergency (A&E) counter.
Step 2

You will be attended to by a Medical Officer, who will evaluate your condition and refer you to the appropriate specialist.
Step 3

A specialist will attend to you. If admission is recommended, the specialist will complete Part II of the Pre-Authorisation Form (PAF).
Step 4

Undergo medical diagnostic tests (e.g. CT scan, ultrasound, blood test) as deemed necessary by the specialist.

2nd stage: Admission

Step 5

At the admission counter, present your NRIC or equivalent and medical card (if available) for verification.
Step 6

Complete Part I of the Pre-Authorisation Form (PAF).
Step 7

You may be required to pay a deposit upon your admission to the hospital.
Step 8

Please wait for the issuance of Pre-Authorisation Letter (PAL). The issuance of PAL is dependent on PruBSN’s assessment of the completed documents (Part I and II of the Pre-Authorisation Form (PAF) and medical diagnostic test results) sent by the hospital via fax.
Step 9

Hospital to proceed with recommended treatment or surgery.

Pre-planned/non-emergency admissions

Most medical procedures can be planned ahead, and the decision to be admitted can be made prior to the date of admission.We encourage non-emergency cases to be managed as pre-planned or day care / day surgery admissions.

Day Care / Day Surgery may also be considered as Pre-planned Admissions for medical procedures that do not require an overnight stay at the hospital.

We encourage you or yourspecialist to request for a Pre-Auhorisation Letter (PAL) at least 48 hours prior to the date of admission.

1st stage: Evaluation

Step 1

Visit outpatient clinic and register with a referral letter (if available) from your doctor.
Step 2

You will be attended to by a specialist at the hospital.
Step 3

Undergo medical diagnostic tests (e.g. CT scan, ultrasound, blood test) as deemed necessary by the specialist.
Step 4

If the specialist recommends admission, the specialist will complete Part II of the PreAuthorisation Form (PAF) and schedule a date for admission.

2nd stage: Pre-admission

Step 5

Proceed to admission counter and present your NRIC or equivalent and medical card (if available) for verification.
Step 6

Complete Part I of the Pre-Authorisation Form (PAF) Step 6 at the admission counter.
Step 7

Please wait for the issuance of Pre-Authorisation Letter (PAL). The issuance of PAL is dependent on PruBSN’s assessment of the completed documents (Part I and II of the Pre-Authorisation Form (PAF) and medical diagnostic test results) sent by the hospital via fax.

2nd stage: Pre-admission

Step 8

Return on actual date of admission.
Step 9

You may be required to pay a deposit upon your admission to the hospital.
Step 10

Hospital to proceed with recommended treatment or surgery.

Discharge from hospital

You’re ready to go home! Here’s a guide to making the discharge process as smooth as possible.

Step 1

Once you’re deemed fit for discharge, the specialist will complete Part II – Discharge Section of PreAuthorisation Form (PAF). Please be patient while the hospital staff prepares your discharge bills**.
Step 2

Proceed to discharge counter, carefully check your bills and sign to approve.
Step 3

Hospital to fax completed Pre-Authorisation Form (PAF) and final bill to PruBSN.
Step 4

Once the bill has been fully settled, you can be discharged!

Be a smart consumer

To make the most out of your medical plan with PruBSN, follow these simple steps.

Be proactive

Get appropriate health screenings and immunisations to prevent potential medical conditions.
Be vigilant

Be sure to ask your doctor these key questions before getting treatment or procedures done:
- Do I really need this test or procedure?
- What are the risks or side effects?
- Are there simpler, safer options?
- What happens if I don’t do anything?
- How much does it cost?
The following are your rights as a medical consumer:
- Receive appropriate healthcare treatment
- Be treated with dignity and respect
- Know the identity of your healthcare professional
- Choose your healthcare professional
- Receive information and explanation on medical condition, proposed
- treatment or procedures and possible risks or complications
- Participate in decisions about your medical condition
- Receive appropriate assessment and pain management
- Get financial counselling
- Maintain confidentiality of medical records
- Obtain adequate information and consent
- Be given an avenue to redress any grievances
- Be given health education and placed in a healthy environment
Use medical benefits effectively

Be informed about the details of your certificate and keep tabs on your certificate annual and lifetime limits. Know your co-takaful and deductible amounts.
Be prepared to pay

A medical card does not mean cashless admission. Some hospitals may request you to pay deposits for non-medical related items or excess fees (e.g. admission fees, telephone charges, excess room and board) which are not payable by PruBSN. You will also need to pay for the costs of hospitalisation up to the deductible or co-takaful amount if it is included in your certificate.
Prevent medical errors

Ask questions, voice concerns, triple check prescriptions and keep track of test results.