Welcome Guide for Patients and Family Members Adult Hospital Unit

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Departamento de Salud de

Hospital Universitario de Torrevieja Versión 4. Agosto 2020. Ctra. Torrevieja a CV-95 03186 Torrevieja () www.torrevieja-salud.com Welcome Guide for Patients and Family Members 01 There are24healthcarecentresinthe Departmentatyourdisposal: Health. healthcare through the different health centres and clinics of the Department of In addition to specialist healthcare, Torrevieja Salud also provides primary not onlyofitspatientsbutalsothepeopleaccompanyingthem. operating theatres, 7 labour rooms and 277 single rooms to ensure the comfort hospital’s modern facilities include more than64consulting rooms, 11 resources, offeringthehigheststandard of comprehensive healthcare. The highly-qualified team of professionals and the most advanced technological The University Hospital of Torrevieja has an extensive portfolio of services, a de laHoradada,LosMontesinosandSanMiguelSalinas. del , , Benijófar, Torrevieja, Playas de , Formentera, Pilar inhabitants of the towns of , , Formentera 40,000 squaremetres,itisthehospital of referenceforthealmost 155,000 the Healthcare Network oftheGeneralitat Valenciana. an area of around With The University Hospital of Torrevieja is a public health centre that forms part of Your hospital clarification, pleasedonothesitatetoaskourhealthcarepersonnel. as auserofthehealth system. If, afterreading it, you need any further to familiarize yourselves withthehospital, as wellyourrightsandobligations you will find essential information and advice that will help you and your family are here to ensure your stay with us is as comfortable as possible. In this guide you toourfacility and wishyouaspeedy recovery. Pleasebeawarethatwe The management of theUniversity Hospital of Torrevieja would like towelcome Welcome Torre delaHoradada. Torremendo, PinardeCampoverde, Mil Palmeras, Rocío delMarand Formentera, Benijófar, Rojales II, Los Palacios, , • Auxiliaryclinics:LaMarina, Campo deGuardamar, SanFulgencio, Costa andPilardelaHoradada. Patricio Pérez,ElAcequión, SanLuis, San Miguel de Salinas, Orihuela • Healthcentres:Guardamar del Segura, Rojales, La Mata, La Loma, (Patient InformationService) consultation rooms UCSI consultation rooms Maternity Hospital Appointments Hospitalization Labour room Laboratory QUESTIONS” HAVE ANY “ASK USIFYOU Outpatient Radiology Outpatient (Outpatient surgeryunit) Café SAIP A&E Hospitalization Hospitalization Haemodialysis Administration Ultrasounds Paediatrics Main lobby Information Pharmacy Level -1 Level 2 Level 1 Level 0 Hospital TrainingUnit Surgical division Haemodynamics Commissioner Day hospital Management CAT scans Chapel (Home HospitalizationUnit) Newspaper kiosk Physiotherapy Boardroom Psychiatry CMA UHD ATM ICU

Welcome Guide for Patients and Family Members 02 Welcome Guide for Patients and Family Members 03 fate ofyourbodyand/or itsorgans. treatments tobeadopted in thefutureor, inthe eventofyourdeath, about the instructions, setting out youradvance directives concerning the healthcare and Law. Any such refusal must be presented in writing, stating your prior • • To freelyrevoke inwritingtheconsentyouhavegivenatanypoint. available. have evaluated it, and have freely chosen from among the clinical options your health once you havereceived the information necessary foreachaction, • To grantyourfreeandvoluntaryconsenttoall healthcare actionsrelating to have therightforyourwishnottobe informed toberespected. relating to yourhealth, apart fromanythatmightbeexcludedbyLaw;youalso • To beapprised of all the information available on anyhealthcare action healthcare stafforenquireatthereceptiondesk. diversity. individuals, the hospital is adapted to people with seriousorseverefunctional • Aspart of ourcommitment to guarantee the rights and accessibility of all guarantees theprotectionofyourpersonaldata. privacy, the hospital will not divulge any data relating to your location and authorization covered by Law. facilities, and that nobody is able to access your data without prior related toyourprocess,including your staysinhealthcarecentresand • We place particular importance on theconfidentiality of all the information what requirementsarenecessaryfortheiruse. • To information on thehealthcareservicestowhichtheyhaveaccess and views. gender and economic status or moral, ideological, political or trade unionist and the rightnottobe discriminated against for reasonsofsocial class, race, • Respect for their personality, human dignity, privacy and freedom of choice, available healthcareresources. • Comprehensive care of their health issues within the efficient operation of the Patients’ rights the , whichareasfollows: Law 10/2014, of 29 December 2014 of the Generalitat Valenciana on Health in Community are required to comply with the rights and obligations set forth in regard to theHealth System, thecitizens of theregion of the ValencianWith To refusetheprescribed treatment, apart from thosecasesdetermined by Ifyouneedfurtherinformation in thisrespect,please ask the To guarantee your right to confidentiality and be providedwithalltherelevantcertificatesaccreditingyourstateofhealth. • To receiveadischarge report attheendofyourhealthcareprocessandto the legally-established limitations. access toyourdocumentation and acopyofthesedata, in accordancewith recorded in writing or the most appropriate technical support, and to have • To have the information obtained from all your healthcare processes to be document, exceptforincasesprovidedbyLaw. • To voluntary discharge at anytime, after having signed the corresponding established bylaw. suggestions and to receive a written response within the deadlines • To use the conduits provided for lodging complaints and making which undernocircumstanceswillentailanadditionalrisktoyourhealth. therapeutic procedures administered to you in a teaching or research project, • To beinformed about the possibility of using the diagnostic, prognostic or another doctorfromtheteamwillassumethisresponsibility. main interlocutor with the healthcare team. In theevent of his/herabsence, • To beassigned a doctor, whosenamewill be provided, who will be your • To accepttheresponsibilitiesinherent ineveryright. and socialbenefits. its services, sick leave or permanent disability procedures, and therapeutic of the services offered by the health system, primarily in regard to the use of a serviceinthishealthcare institution. To takeresponsibility for theproper use • To respectthepersonal and professional dignity of everyone who provides standards ofHealthcareInstitutions. • To takecareofthehospital facilities and collaborate in maintaining the living by theHealthcareServices. population as awhole, as well as anyspecific ones thatmaybedetermined • To comply with general prescriptions on healthcare common to the purposes ofhealthcare. especially when these are necessary for reasons of public interest or for the comprehensive manner, and to collaborate in obtaining any suchdetails, • To provide the details about your physical state orhealth in atruthfuland Patients’ obligations

Welcome Guide for Patients and Family Members 04 Welcome Guide for Patients and Family Members 05 professionals. you feel any pain at all, please do not hesitate to inform the healthcare visit you to wash their hands or use a hygienic gel before and after their visit. If there is a every possible measure to avoid falls, for example by room freeofbelongings and use non-slip shoes toroam. Our staff will take on any other occasion that you may need support. Keep the spaces of the while you areinthehospital by asking for help to getupormove around, or You will findmoredetailedinformationonpatient safetyinyourroom. accompanying you. If, during your stay, youwill not have someone with youasacarer, oryouare by patients only and we ask for yourcooperation in using the facilities properly. buttons ifanything untoward happens. Please notethatthebedistobeused you, whowill respond toyourcallassoonpossible. Please usethecall In thecaseofisolation concerns intheinterestsofyourown health andsafety. bed At all times you will need to wear a Patient safety going tobeleftalonetemporarily, pleasenotifythenursingstaff. All the rooms in the hospital are individual ones. Your hospitalstay title. frequently, all staff attheHospital wear anIDcardwiththeirfullnameandjob So you can get to know the healthcare personnel you will be dealing with most Healthcare staffidentification deteriorates, notify the nursing staff so they can replace it. Try to there isanything you feeluneasyabout, additional measures Please on admittance and contains yournameanddateofbirth,amongotherdetails. whenever possible, among other measures. Please askthe people who check that the details are correct call button If youbelieve we are not adhering to theprescribed treatment that you can use to contact the nursing staff looking after need to be complied with both by you and the people , please ask thehealthcareprofessionals which white ID bracelet and, if not, or if the bracelet breaks or please do nothesitate to voiceyour In the headboard of the bed which will be given to you lowering the height of the avoid falls or

Current legislation Current take responsibilityforthepossiblelossofanysuchbelongings. or notifythestaff so theycanputthemsomewheresafe. The hospital cannot such items with you,please give them toafamily member for safekeeping, Please do not bring money or othervaluables to thehospital. Other importantaspects In theevent of an emergency, notify the hospital staff 2005, regardinghealthmeasuresagainsttobaccoaddiction). the information times,andansweranyotherquestionsyoumayhave. details of your stay, clarify any queries you may have about visiting and When you are admitted, the nursing staff will check you in and explain all the emergency. find a location map and instructions on what to do in thecase of an instructions OUR MISSION” “YOUR SAFETY IS given by the healthcare professionals. In your room you will bans smoking in hospitals (Law28/2005,of26December and at all times follow Ifyou have any

Welcome Guide for Patients and Family Members 06 Welcome Guide for Patients and Family Members 07 • Make sure that the that sure Make • be responsibleforadministeringit. will staff nursing the treatment, usual your continue to told been have you If • healthcare staff. Remember: • the and healthcare professionalsthemoment you arriveatthehospitalunit. doctor your tell please treatment, of kind any following are you If • Regular treatments place as dentures, hearing aids, contact lenses, etc., as deodorants, shaving foam, etc. If you have any kind of prostheses, such needed. We recommendyoubringyourownpersonalhygieneproductssuch a nightshirt and towels, which will be replaced during your stayasand when On youradmittance to hospital you will be provided with bed linen, pyjamas, Personal belongings other products(e.g. latex,contrastmaterial,etc.) aware of anyallergies or problems you may have with medication, food or hospital cannotberesponsibleforanyincidentsthatmayoccur. or friends over the telephone • As ageneralrule, with regardtoclinicalinformationanddocumentation. Basic Law on theautonomy of thepatient and the rightsand obligations you authorize us to give it to, in accordance with Article 5 of the Spanish • The information on yourprogresswill be given to youand whoever else the doctor’svisitwillonlytakeplaceifyourstateofhealthrequiresit. • The doctor will visit you everyday. At weekends and on public holidays, please letusknow. • If you donotwishcertaininformation to begiven to afamily member, healthcare process. ask for as many clarifications as necessary from thestaff involved in your • If you haveanyqueriesabouttheinformation you havereceived, please and confidentiality. and check themregularly to preventanylossordamage, otherwise the do nottakeanymedication without theknowledge of the medical and nursing professionals clinical informationwillnotbedisclosedtoyourfamily as the hospital must safeguard your privacy please keep theminasafe looking after youare • Ifyouhave any food try not to visit during leave them out of your meals. If you need any kind of • Please remember that the evaluate thepossibilityofincorporatingit. patients only. recommend that evaluate anypossibleinteractionswithourtreatmentplan. • The breakfast foryoutousethroughouttheday. • Iftherearenocontraindications, a bottle of water will be served with to yourpersonal habits • If your Diet • Visits will havethe For thisreason,wekindlyaskthat youdonoteatanything outside thediet supervised and monitored bythehealthcareprofessionals looking after you. we provide without firstspeaking to thehealthcare personnel There are nospecific visiting times diet THE BEST POSSIBLECARE” “WE’RE HERETO OFFER YOU diet we provideforms possibility ofchoosing has been categorized as “regular, easy chew or diabetic” you visitsfromchildrenarelimited busier times or when patients are sleeping. , please notify the healthcare team so theycan intolerances or allergies part ofyourmedicaltreatment meals . , though we do recommend that people offered at different times of day are for asmuchpossible. , please dietary restriction tell us andneedstobe sotheycan Likewise, we sowecan

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Welcome Guide for Patients and Family Members 08 Welcome Guide for Patients and Family Members 09 would liketothank you inadvanceforhelpingustoimprove ourservices. you byemail or telephone to askyou to rateyourexperienceasauser. We It is very likely that after you have been discharged we will get in contact with Rate ourservice alarm that maydenoteyouneedmedical attention. your illness, the treatmentyouneed to follow, and any symptoms/signs of discharge, your of day the On • discharged, youwillbeinformedwherecanwait. been have you after hospital the in remain to need you reason, any for If, • make useofit. you could leave your room as soon as possible so that other patients can if it appreciate would we discharge, your of informed been have you Once • Hospital discharge provide your writtenconsent. To doso,yourdoctorwill explain to you In orderto carry out certain tests or surgical interventions, you will be asked to Informed consent There arecertainexceptionstothisinformedconsent: the test/intervention, you will always have the right to revoke your consent. possible benefits of the treatment in relation to your disorder. Before undergoing what thetestorinterventionconsistsof, anyrisksassociated with it,andthe you visityourregularHealthCentre. • Don’t forget to take your hospital discharge report to your GP or nurse when showing thedate,timeandplaceyou needtoattend. outpatient consultations or do any tests, you will be given an appointment slip you leave the hospital. If thedischarge report statesyouneedtocomeany all in this respect, please be sure toask the medical and nursing staff before • Incompetence/incapacityofthepatient • Legalimperative • Asituationofrealandseriousemergencythatcannotbedelayed • Seriousdangertopublichealth • Expressrefusalbythepatienttobegivenanyinformation you will be given a report ontheprogress of If youhave any doubts at exactly visitors. Catholic faith staying in our hospitals as well as their family members and Several priests take care of providing religious services for people of the can alsoprovidethecontactdetailsofrepresentativesotherreligions. need tocontactthechaplain, please notify thenursingstaff. Ifyouwish,we floor. Catholic users can check the times of mass in the chapel itself. If you The University Hospital of Torrevieja has achapel of worship on theground Religious services room 035,youwoulddial966721313,extension3035. 13, then extension 3 and the number of the room. For example, if you were in calls from outside the hospital. To contact you,people should call 966 7213 Hospital of Torrevieja also has a direct phone line in the roomsforreceiving There is a 24-hour switchboard in operation (965 72 12 00). The University Telephones Other usefulservices

Welcome Guide for Patients and Family Members 10 Welcome Guide for Patients and Family Members 11 relation toyourown personaldevice. service is running properly, we are unable to offer any technical advice in the settings on your device. We regret that although the hospital checks that the enter yourSIPnumberand date of birth. If youhave any trouble, please check Patients network at their disposal. To have a free Wi-Fi access it, you need to WIFI and accessduringthesetimesshould bedonethroughtheA&Edepartment. security service. The doors of the main lobby are closed from 22:00 to 7:30 For users’ peace of mind, the University Hospital of Torrevieja has a 24-hour Security There isanATM availableonthegroundfloornextto mainlobby. ATM hospital. machines for coffee, snacks and soft drinks in the different areas of the ground floor which is open from 07:30 to 23:00. There are also vending The University Hospital of Torrevieja has a cafeteria open to the public on the Cafeteria mobility andGeneralServices. people with reduced respect thesignage and the areas set aside for A&E, spaces divided into fourzoneswhereyoucanparkfreeofcharge. Please • Ifyouprefertouseyourownvehicle, there isa car park with morethan800 • Thereisalsoataxirankinfrontofthemainentrancetohospital operators. • For more information, check with your town hall and public transport estates thatitserves. • The hospital has a good bus service from all the towns and residential Transport andparking HEALTH” DEDICATED TOYOUR PROFESSIONALS “A TEAMOF

Welcome Guide for Patients and Family Members 12 Welcome Guide for Patients and Family Members 13 impairments canrequestthetelevisionservicewithsubtitles. staff willshowyouwherethenearestmachineis.People withhearing international channels and other channels offered by DTT. The administration All theroomsinhospital have a TV with aselection of Spanish and Entertainment andTVservice 14:00 andonFridays from08:00to15:00. is onthegroundfloorandopenfromMonday to Thursday from 08:00to directives andsubmitcomplaints,suggestionsorthanksattheSAIP. Thedesk You canrequestinformation, process clinical documents, manage advance Patient InformationService(SAIP) Scan thiscodeandtake oursurvey. in Hospitalizationwithus? Do youwanttoshare yourexperience

Welcome Guide for Patients and Family Members 12