La Carta Dei Servizi

SETTEMBRE 2011 La Carta dei Servizi The Patient’s Charter La Charte des Services Карта услуг 服务章程 1 2 La Carta dei Servizi Azienda Unità Sanitaria Locale di Reggio Emilia Via Amendola 2 • 42122 Reggio Emilia Partita IVA 01598570354 telefono 0522 335111• fax 0522 335205 3 4 Inglese English The Patient’s Charter Introduction 1.1 Strategic mission Satisfying people’s health needs and expectations, I am proud to be presenting this Patient’s Charter as the intervening to promote healthcare, prevention and treatment General Manager. which is efficient, promptly accessible without cultural, Since I took up this position, I have been emphasising language and socio-economic barriers, in respect of the certain important objectives I intend to pursue, in addition person and in conditions of safety, using the resources to institutional ones: patients’ and operators’ safety and available efficiently. communication, as a means of sharing health authority choices and strategies, in the interest of quality of healthcare 1.2 Core values for the people of this province. The values which guide professional services at all levels, The Patient’s Charter is an instrument designed to and aimed at the citizen-user, are: safeguard the right to healthcare, offering individuals and • sustainability of healthcare choices, in compliance with the citizens’ associations the possibility of evaluating the quality principles of protecting health, safety and environment in of the health services provided and the extent to which a civilised society; the pledges declared in section three of the Charter are • safety of services, from a clinical, organisational, structural honoured. and environmental point of view; This third edition of the Patient’s Charter has been • appropriateness: “doing things right at the right time”, prepared thanks to input from the District Joint Advisory reflecting effectiveness and efficiency; Committees, organised representative bodies of citizens’ • continuity of care, integration of procedures and services; associations, which have contributed right from the first • solidarity, as a commitment to reciprocity, guaranteeing edition in verifying pledges made by the Health Authority equal opportunities and respect for diversity; and evaluating the quality of health services provided, • respect and promotion of the individual as someone making constructive suggestions for improvement. informed and aware and who is actively involved in Fausto Nicolini planning his/her own health; General Manager • equity, as in equal opportunities in terms of access and treatment; Part one • management efficiency, as in social responsibility in the management of public resources; Presentation of the Reggio Emilia Health Authority • aptitude in accounting for use and management of resources as part of the individual’s responsibilities, and The Reggio Emilia Health Authority is responsible for the results obtained. the Province of Reggio Emilia, located at the centre of the Emilia-Romagna Region and one of Italy’s most Part two industrialised areas. The territory covered is divided into 45 municipal districts Health authority organisation with a population of 530,388 at 1/1/2011, distributed over 2292.89 km2, comprising both mountain-hill country and The Health Authority (AUS) is divided into 6 districts and plains. The population of this Province continues to increase, organised into Hospital and Territorial Departments. due mainly to migration. The immigrant population, formed There is a hospital in each District which forms part of the mainly of adults of working age, has health needs mainly health authority hospital structure, with the exception of the in the mother and child area: the simultaneous increase in District of Reggio Emilia, which has Santa Maria Nuova life expectancy, which has increased the number of over- Hospital. The hospitals are: San Sebastiano hospital in 65s, requires integrated health and welfare services, which Correggio, C. Magati hospital in Scandiano, E. Franchini must be increasingly personalised to suit the needs of the hospital in Montecchio, Sant’Anna hospital in Castelnovo individual. Monti and Guastalla Civic Hospital. 22 Inglese English Health authority organisation provincial public health authorities have created two inter- The health authority employed 4,139 people at 31/12/2010. authority departments: the Emergency Department and the The Health Authority management team is: Image Diagnostics Department. General Manager Fausto Nicolini Administration Manager Eva Chiericati 2.3 Territorial Departments Clinical Manager Daniela Riccò These group together healthcare services of equivalent Social Services Coordinator Elisabetta Negri type or operating methods, delivering uniform quality of The Management Team is responsible for planning assistance throughout the entire province. They are: and policymaking, for issuing rules and guidelines and the Public Health Department, Mental Health and Addiction evaluating the results achieved. Department, Pharmaceutical Department and Primary Healthcare Departments (one per District). 2.1 The District Public Health Department This is the basic territorial Health Authority structure This is the structure entrusted with healthcare at responsible for ensuring residents are provided with highly community level, dealing with promotion and improvement integrated social and healthcare services, applying criteria of health, welfare and quality of life, prevention of of equity, accessibility and appropriateness. accidents and diseases linked with risks in the living and District healthcare authorities play a crucial role in working environments, food safety and animal welfare. monitoring the health needs of the resident population, It performs analysis, promotion, direction, assistance and planning and evaluating services provided, organizing supervision of health and safety problems for the entire activities aimed at promoting health, preventing disease resident population. and disability and integration between healthcare and The Public Health Department offers the following services: social services. • public health and hygiene; The District is also responsible for fulfilment of projects in • hygiene of foodstuffs and nutrition; collaboration with Municipal and Provincial Authorities and • veterinary public health; voluntary associations, promoting the adoption of healthy • prevention and safety in the workplace; behaviour, in order to prevent disease and assist people in • plant safety and accident prevention; dealing with healthcare problems. • epidemiology and communication of risk; • forensic medicine. 2.2 Hospital Departments These are the organizational structures within each Mental Health and Addiction Department AUSL hospital which group together departments by Mental health services are designed to overcome a homogeneous areas: surgical and internal medicine. restrictive and traditional view of mental illness and the The hospital at Correggio, which specializes in associated symptoms, dealing with the individual as a rehabilitation, has one department for rehabilitation which whole and evaluating their abilities and potential. services the entire health authority. Mental health services include: The hospital departments work closely with all healthcare • Mental Health Centres services and structures in the Province, both internal and • Day Centres and Day Hospitals in the field, in order to guarantee patients/ consumers • Residential structures coordinated ongoing care. • Psychiatric Diagnosis and Treatment Service Over recent years, the local Health Authority and Santa • Infantile and Adolescent Neuropsychiatry Maria Nuova Hospital in Reggio Emilia have established • Centres for Eating Disorders forms of on line integration, through clinical-healthcare • Clinical and Community Psychology services guaranteeing high quality of services, ongoing • Prison Mental Health Service care, simplified access and development of alternatives • Criminal Psychiatric Hospital to hospital admittance. With this purpose in mind, the two The Addiction services (Ser.T) provide prevention, treatment 23 Inglese English and rehabilitation services for drug addicts, for both legal 2.4 Access to information and illegal drugs. The Ser.T are linked on line to health Website: www.ausl.re.it and social security institutions and perform the following AUSL switchboard tel. 0522/335111 • fax: 0522/335205 activities: assistance in access, treatment, rehabilitation, The Regional Health Authority Freephone Number protection of health, reduction of damage and prevention. The public can call the freephone number 800 033033, Pharmaceutical Department between 8.30 am and 5.30 pm Monday to Friday or This is responsible for planning, programming, controlling between 8.30 am and 1.30 pm Saturday, for information and coordinating pharmaceutical activities and deals with: on care and services provided by the Emilia-Romagna • territorial and hospital pharmaceutical assistance, Regional Health Authority. • epidemiological analysis of consumption of drugs and medical equipment, 2.5 Public Relations Office (P.R.O.) • information to citizens on correct use of drugs and medical The Public Relations Office (PRO), present in each Health equipment, Authority district, provides information on the activities • monitoring pharmacies and healthcare services. of the hospital and territorial health services, procedures The Pharmaceutical Department guarantees direct (what to do for …), methods of access to and supply of supply of drugs

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