SERVICE CHARTER Santa Maria Maddalena Private Clinic

SERVICE CHARTER Santa Maria Maddalena Private Clinic SANta MARIA MADDALENA Private CLINIC Accredited with Health District ULSS 18 - Rovigo Via Gorizia, 2 - 45030 S. Maria Maddalena (RO) Tel. 0425 768411 - Fax 0425 768460 web: www.casadicura.it e-mail: [email protected] SERVICE CHARTER Santa Maria Maddalena Private Clinic Our thanks to all employees and collaborators who contribute to the success of the hospital on a daily basis. All the information in this Service Charter can be found on the Santa Maria Maddalena Private Clinic Internet site (www.casadicura.it), where it is constantly updated. Printed: March 2010 – Fourth edition CONTENTS ABOUT THE SERVICE CHARTER page 6 THE CLINIC About Us page 9 Mission page 11 Basic Principles page 12 Our History page 13 Organisation page 16 The Chairman page 17 The Managing Director page 19 HEALTH FACILITIES Ordinary Inpatient Wards Internal Medicine page 21 General Surgery page 22 Functional Rehabilitation and Re-education page 24 Outpatient Departments Medical Day Hospital page 25 Day Surgery Admission page 25 Rehabilitation Day Hospital page 27 Services Reception page 28 Anesthesia and Reanimation page 29 Digestive Endoscopy page 29 Analysis Laboratory page 30 Casualty Department page 32 Psychology page 34 Radiology and Image Diagnostics page 35 Clinics Operating Within National Health Service and Private Practice Specialist Clinics Operating Within National Health Service page 36 Physiotherapy page 37 Being Accepted for Physiotherapy Within National Health Service page 39 INFORMATION FOR THE PUBLIC Hospital Admission Choices Personal Documents Required page 45 Health Documents Required page 46 Urgent Admissions page 46 Planned Admissions page 46 Ambulatory Services Making Appointments for Examinations and Tests page 48 Preparation for Tests page 49 Laboratory Tests page 50 Reception page 50 National Health Service Charge (“ticket”) page 51 Clinics page 51 Lateness page 51 Collecting Results page 52 Patients’ Rights and Duties Informed Consent page 53 Right to Autonomy and Privacy page 54 Patients’ Duties page 55 Family Doctor’s Access to Hospital page 57 Staying in the Hospital Rooms page 58 Meals page 59 Talking to the Doctors page 59 Visiting page 59 Catering Service page 60 Chapel page 60 Automated Payment Service page 60 Magazines and Newspapers page 60 Barber and Hairdresser page 61 Volunteers page 61 Pain-free Hospital page 61 Intercultural Reception page 61 Mortuary Chamber page 61 Useful Numbers page 62 Getting There By Car page 63 By Bus, Coach or Train page 65 Patient Safety and Satisfaction page 67 ABOUT THE SERVICE Italian legislation specifies that all providers of public services, CHARTER including state-accredited providers, must have a Service Charter (Art. 2 Italian Legislative Decree 12.5.1995 no. 163 converted into Law 11.7.1995 no. 273 — Presidential Decree 19.5.1995 — Ministry of Health Guidelines no. 2/95). The main aim of the Health Service Charter is to protect users’ rights, with specific reference to each individual’s right to health. The Service Charter provides general information and information on admission to hospital, access to specialist and diagnosis services and relations between users and the health service facility. The adoption of the Service Charter has an important role in impro- ving the quality of the services, because the commitments made in the charter provide a basis on which consumers can evaluate their adequacy and reliability. The Service Charter is thus a way of esta- blishing a better relationship between users and the Clinic, encoura- ging the consumer to participate in the management of the service in order to protect the right of each individual to have the service provided in a correct manner. The goal of transparency and the guarantee of quality is pursued through the joint efforts of the entire organisation in analysing what works and what doesn’t, what obstacles have to be removed and what problems have to be resolved in the construction of fair 6 La Casa di Cura health care processes that are capable of responding to needs. The Service Charter is in three parts: A) The first part gives a general description of the basic principles. B) The second part gives useful information on the services provided. C) The third part states the commitments made by the facility and the perceived quality factors. The Service Charter is disseminated on the basis of the criteria set in Regional Law no. 22 of 2002 and is thus distributed to patients, local doctors and voluntary associations and published on the Internet site (www.casadicura.it). The Service Charter is intended as a document that is to be inter- preted dynamically, which means that it can be verified, improved or added to at any time, not only to adapt to situations as they evolve but also to attain preset goals completely. The Service Charter was adopted by the Clinic in 1996, was revised in 2007 and is updated every three years, as is all the internal docu- mentation. 7 THE CLINIC 8 The Clinic ABOUT US The Clinic began its work as a multi-specialty facility on the 1st of September 1950 and has a total of 77 authorised beds, 58 of which are accredited. It is located in Santa Maria Maddalena, in the municipality of Occhiobello (Rovigo), close to the bridge that joins the provinces of Rovigo and Ferrara. Its position on the border between two regions, Veneto and Emilia Romagna, makes it an important link between two health districts. The facility’s two original national health service accredited specialties, General Surgery and General Medicine, were joined by the Functional Recovery and Rehabilitation Operative Unit in 1999, thus extending the range of guaranteed services. There are also the following additional recognised branches of General Surgery: Urology, Gynaecology, Ophthalmics and Orhtopaedics. There is also a Casualty Department which has the function of an initial treatment level. The following surgical specialties have been particularly developed within the General Surgery branch, not only in terms of diagnosis and treatment but also with regard to applied research: Proctology, Vascular Surgery and Bariatric and Urological Surgery. The Surgery Group also has a Post-Operative Monitoring Service to guarantee the safety of operated patients. 9 The Clinic is also able to provide a complete range of Diagnostic and Ambulatory services, complete with: Basic General Clinical Analysis Laboratory, Image Diagnosis, Physiotherapy, Digestive Endoscopy and Proctology services and more than 25 specialist clinics, with a 24- hours-a-day appointments service. The hospitality facilities been completely renewed and consist of 32 single and two 3-bed rooms, with TV, fully air conditioned and en suite bathroom. Structural improvements have also been made to the operating theatre complex and health care equipment, which are continuously upgraded to maintain the Clinic’s high quality and safety levels. The facility is much appreciated locally and seen as a small “civil hospital” (known as the “bridge hospital”). Also, the size of the facility, similar to that of a British “County Hospital”, is conducive to the creation of a family atmosphere in patient-staff relations (with a psychologist on duty every day, available also for assistance on the wards), which, together with the quality of the service, aids the patient recovery process. Persons admitted at a difficult time in their illness thus find themselves not in the cold, detached atmosphere of large-scale city facilities but benefiting from the positive effects of familiarity with the health care personnel and awareness and possi- bility of a dialogue between all staff. 10 The Clinic The Clinic also has agreements with all the major insurance com- panies and the most important supplementary health funds, which means that it is able to provide all services (both ambulatory and inpatient) – including direct health care – to holders of all kinds of health insurance policy. MISSION The mission of the Santa Maria Maddalena Private Clinic is to provide high quality and highly specialised diagnosis and treatment services to the community, in such a way as to bring about continual improvements in: > the effectiveness, quality and safety of the treatments > human relations between users and health care staff > technological standards, seeking constantly to adapt to domestic and international reference parameters > the comfort of hospitality facilities > the efficiency of the management > the professional development of employees. The Santa Maria Maddalena Private Clinic is a private hospital that provides a public service accredited by the Italian National Health Service (Servizio Sanitario Nazionale – SSN), a service that is cha- racterised by the ‘humanisation’ of the care, the efficacy of the medical services and the efficiency of the organisational processes. 11 The Clinic has been active since 1950 and is accredited by the SSN for both inpatient and ambulatory services. In this context, scienti- fic and training activities are considered as essential factors in the continual improvement of the services provided and the constant striving for qualitative excellence. Also, students from the Faculty of Psychology of the University of Padua and from the Nursing Science and Medical Radiology departments of the University of Ferrara undergo training at the Clinic. BASIC PRINCIPLES The Santa Maria Maddalena Private Clinic provides the public with health care services based on the following principles: > Equal rights in relations with the

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