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A How to contact us Central switchboard Tel. 031 843.111 Fax 031 841.368 From 8 am to 7 pm Email [email protected] Health Service Charter Website www.cof.it
Make an appointment hospitalisation Tel. 031 843.563 Fax 031 843.550 Monday to Friday from 12 pm to 3 pm
Make an appointment ambulatory services Tel. 800 506.048 Monday to Friday from 1 pm to 4 pm 0 1
. v e R
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5 C D /
3 Lanzo Hospital Ltd.
1 Private Nursing Home 0
2 Orthopaedic 22024 Lanzo d’Intelvi (Co) r e b and Physiatric Clinic www.cof.it o t c Private Nursing Home [email protected] O
: d Accredited by the National Health System e h s i l b u P
Mission and principles 2 Presentation 4 Welcome letter 5 Our History 7 Where we are 9 The structure 10 Partnerships and recognition 11 Our mission 13 Core principles 15/20 Patient rights and obligations Services 22 The wards 23 Orthopaedics and traumatology 24 General Surgery 24 Rehabilitation 25 Motor and neurologic rehabilitation 25 Cardiac rehabilitation 25 Pneumological rehabilitation 26 The Specialist Centers Spinal Column Centre, Hip Arthroscopy Centre (CARA) 28 The ambulatories 29 Subsidised services 30 Non-subsidised services by the National Service (SSN) Facilities 31 Telephone 31 Bar, newsagent, phone cards 31 Post 32 Social assistance 32 Religious assistance, 32 Hairdresser/Barber 32 External services General information 33 How to access our services 33 Hospitalisation 33 Urgent and emergency hospitalisation 34 First aid point 34 Ambulatory treatments 34 Treatments and Services 35 Admission and discharge 35 Coming into the hospital 35 Being discharged 35 Requesting medical records 35 Outpatient services 37 Visiting times 38 Office for Relations with the Public (ORP) 38 Measuring customer satisfaction 38 Complaints, suggestions, recommendations P T d I H i t W a o T a T r W e W t a o o W e i - t - - p - I c o a O t O D
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y n . r . i a y t e . l 6 Mission and principles s e l p i c
n n i r o i p s
s d i n a M
Nursing home address: COF LANZO HOSPITAL Ltd. Orthopaedic and Physiatric Clinic Private Nursing Home Locality (località) Caslè, 5 Postcode: 22024 Lanzo d’Intelvi (Co) The structure is in the Municipality of Ramponio Verna (1020 meters a.s.l);
By car Where we are The COF is located approximately 30 km’s from Como and 70 km’s from Milan. It is easily reachable from both Italy and Switzerland.
By public transport There is a public bus service that leaves from the ‘Ferrovie Nord’ and ‘Ferrovie dello Stato’ train stations of Como and which stops directly in front of the entrance of the COF.
7 8 The Nursing Home is a large building comprising of six floors, set in extensive grounds. The number of beds Mission principles and per ward is divided as follows: Orthopaedics 49 beds General Surgery 2 beds Motor Neurology Specialization Rehabilitation 106 beds Low Operational Complexity Surgery 1 bed General Rehabilitation and Geriatrics 10 beds Cardiology Specialization Our structure is also used Rehabilitation 11 beds The Nursing Home is a member of the Italian as a training centre for doctors following Association for Private hospitals. Cardiology Specialization specialisation courses in universities Rehabilitation 16 beds around the country and Europe. Day Hospital 2 beds The structure All patients' rooms are equipped with Partnerships a bathroom: most rooms have two beds. The wards have been especially and recognitions designed for patients with restricted mobility. Each floor has a waiting room with a television, which is also used for social activities. Regione Lombardia Award for Quality Rehabilitation Care The structure also houses: Image from the Regional Government of Lombardy Diagnostic services, Analysis Laboratory, in 2002, 2003, 2004 and 2005. gyms for rehabilitation, two Operating Theaters, an Emergency Point, and a health care facility. The structure employs an average of 300 staff, including doctors, nurses, physiotherapists and non-medical staff. Every year the Nursing Home treats around 4500-5000 patients. UNI EN ISO 9001:2008 certification Orthopaedic surgery makes Certificate N° 70732-2010-AQ-ITA-SINCERT up approximately 50% of this number, (Certified since 1999) including 400-500 cases of joint replacement surgery. 9 10 s e l p i c
n n i r o i p s
s d i n a COF operates as an integral part Excellence in facilities: • to develop and improve company M of the National Health System: We provide the prefect structure services and processes aimed at client our main activity is orthopaedic surgery for patients undergoing rehabilitation. satisfaction, staff safety, respect of the and specialised rehabilitation. The carefully thought-out spaces natural environment and efficiency; and Hotel-standard hospitality • to provide a safe working The following distinguishing features are aimed at the particular needs environment for medical practice, make us special: of patients with limited motor-skills and to guarantee patient care; and of those who remain with us for • to ensure that each patient receives The holistic care of the orthopaedic longer periods. the most appropriate therapeutic patient: package; we guarantee to our patients suffering COF strives single-mindedly • to ensure that our doctors have access The mission is the ultimate aim from musculoskeletal pathologies for recognised excellence within the to all appropriate means of care; of any business venture. It is the a continuous care process, flowing healthcare sector. We believe that our • to provide the best possible hospitality justification and the distinguishing factor smoothly through successive phases commitment to this objective is not only and service to each patient; of its existence. Our mission statement (day-care, surgery, post-operative the best deal for our clients, but also • to guarantee equality, fairness, defines who we are, what we do and recovery), and thus facilitating the strongest foundation continuity, right of choice, efficiency why we want to do it. rehabilitation and a return for the long-term financial success and effectiveness and confidentiality to normal living. of the company, the fulfilment and of information. loyalty of its staff, and thus for a reliable Our mission An exhaustive range of rehabilitation provision of service. An essential In order to monitor and measure the programmes: component of this strategy is, of course, above mentioned objectives, an official the treatments offered cover the quality of our services and their fit Quality Control System is in place the principal branches of rehabilitation with the needs of our clients. in accordance with the legislation UNI (motor, neurological, pneumological Our Board of Directors has established EN ISO 9001:2008 and the relative and cardiac). a list of company objectives: certificate. The heads of each ward or business A personalised rehabilitation pathway: unit must ensure that the Quality we recognise the specific needs of each Control System is understood patient. In order to provide individual and implemented by all staff. rehabilitation course with defined objectives and closely monitored progresses.
Integrated skills: our approach to rehabilitation planning ensures all the necessary skills are made available to each patient through the effective integration of our care team.
11 12 s e l p i c
n n i r o i p s
s d i n a M
Appropriateness of Treatment Transparency The Right to Choose COF provides services according Treatments are provided COF is committed to carrying out all its The hospital is accredited by to principles that follow. in a patient-centred way, according procedures in the most transparent way the National Health System, and so it These principles refer to: National and to individual’s needs, respecting clinical possible, with particular reference to: guarantees freedom of choice for regional accreditation norms for indications whose effectiveness has • managing waiting lists for ambulatory all service users. hospitals, to the COF Quality been proved, to the best time to give treatments; Management Manual, and to the Joint treatment, and to the most appropriate • methods of service provision; Commission International (JCI) methods for each patient’s health • giving public access to results Effectiveness, Efficacy and Quality standards. The JCI is an international and social conditions. regarding service performance, of Services organisation dealing with healthcare efficiency and effectiveness. Each member of staff works towards institutions’ accreditation, and definition their primary goal, which is the of standards of excellence and norms for Equality and Impartiality well-being of each patient. Each staff practical clinical procedures. Every patient has the right to be assisted Continuity member contributes with their most and treated without any discrimination The hospital guarantees continued updated technical-scientific skills to this based on age, sex, race, culture, and regular care. When changes goal. We achieve this target without Core religion, and political opinion. or interruptions to services occur, underestimating the importance Our staff’s dealings with clients must this will be managed to reduce of efficiency, avoiding waste be inspired by objectivity, justice inconvenience as much as possible. of economic resources and unnecessary principles and impartiality. costs. Confidentiality Humanization COF adheres to the most current data Participation COF ensures that its services protection standards for its patients. The hospital must guarantee and treatments are provided Information is only transmitted to the patients’ participation via correct, clear at the highest level of humanization. patient or correctly delegated person. and complete information, and also In all their work, both health care by receiving customer feedback, and administrative staff act according suggestions and comments. to the highest standards of professional secrecy and confidentiality.
13 14 s e l p i c
n n i r o i p s
s d i
Health Information and Informed The patient has the right to: Respect to personal dignity n a Consent • be able to easily identify the staff The person hospitalised at COF M Patients have the right to receive caring for him/her has the right to: comprehensible and complete • receive information from the doctor • have his/her human rights respected indications and information from caring for him/her by all hospital staff medical staff regarding: • receive full explanations • be considered as a whole unity • their state of health and clarifications about all residential of body, psyche and spirit • the cause, duration and evolution services and – to the extent of specific • be defended and honoured in his/her of their condition - where possible professional responsibilities – health freedom, responsibility and ethical • the nature, and possible effects treatment from nurses and health values of diagnostic and therapeutic means care professionals • receive adequate hospitality • alternative therapies, (if any) • confidentiality about their state and accommodation • taking part in diagnostic of health which can be communicated • be treated with dignity, called by and therapeutic planning to relatives only with their consent name and not by the name • the possible effects of the condition or in cases provided by law of the condition and to be addressed Doctors and healthcare workers must and therapies over quality of life • receive clear and complete with respect guarantee comprehensible, complete, • all possible pain management information about clinical trials • be respected in his/her moral essential, and clear information. strategies. • freely take part in medical trials and physical modesty (approved by the Ethical Committee) • receive the same treatment as any Once the patient has been fully and to access the relevant protocols other person without distinction by sex, Patients’ informed, it is his or her right to give or only via informed consent. culture, religion or ethic. deny written consent to the proposed Rights diagnostic and treatment plan. Protection of the vulnerable Right to correct processing of personal Without written consent the doctor and children data cannot undertake any diagnostic or Patients have the right to: Patients have the right to be asked for curative action (except where provided • receive adequate care if they authorization to divulge his/her hospital by law, e.g. in urgent cases and when are not self-sufficient information; patients also have the right the patient is unable to express their • have their own rights recognised to receive the consent form for data will and is in immediate danger). • be treated by specifically trained staff protection and processing. • be treated without discrimination Respect to administrative simplification • be constantly accompanied by and right to access of documents a family member or friend - for patients Patients have the right to give still in paediatric age auto-certifications and make • enjoy a prolonged presence declarations according to the law. (when possible) of a family member or friend – for patients who are elderly and socially disadvantaged • to maintain social relations – for children • to continue school in the case of long hospital stay – for children
15 16 s e l p i c
n n i r o i p s
s d i n a Right to legal protection Rights during hospitalisation Rights at discharge Booking and access to clinical M Those who believe they have been Inpatients have the right: During the discharge, the patient consultations treated unfairly have the right to present • to have at least two briefings with has the right to receive: Patients have the right to benefit from a a formal complaint. the referred doctor: at the beginning • a formal letter of discharge booking system for clinical consultations and at the end of the treatment; • documentation and information about characterised by a transparent waiting Booking • to know director of unit’s name; therapies and examinations following list. When booking, the patient has the right • to be adequately informed about discharge When booking, the following to be informed of the waiting list diagnostic and therapeutic procedures; • any nursing information (if necessary) information will be provided: management criteria and to receive • to interrupt at any time his/her • his/her personal medical records and • date and time of the consultation proper information regarding: diagnostic and/or therapeutic any iconographic documentation • name of the doctor (where applicable) • waiting time procedures, even in contrast with (this specific request should be made • indication of the venue • unit where he/she will be assigned medical staff’s opinion. In this case to the competent office). • any possible anticipatory preparation vadmission procedures the patient must be informed of any needed for the treatment • personal belongings he/she will be risks and the responsibility he/she Right to comfort • cost of the consultation allowed to bring is taking. The interruption must be Inpatients have the right to have at their formally certified in a written version disposal: Waiting time for consultations Welcoming and signed by the patient in his/her • access to telephones and televisions Respect for the waiting time for On admittance, the inpatient must medical record, in the presence (either shared in common consultations is a patient’s right. communicate his/her intention regarding of the doctor in person. or for individual use) Moreover, COF is committed confidentiality rules. Patient’s religious • access to common areas to respecting waiting lists for beliefs must be ascertained in order • access to adequate hygienic services consultations according to criteria to guarantee the respect of his/her and toilettes adopted by Regional Government traditions and customs. • the possibility to acquire newspapers of Lombardy. Inpatients have the right to receive: and magazines • material providing general information • space for personal belongings about the unit he/she is entering • the possibility to rest quietly during • a customer care questionnaire the night and daytime for quality of service assessment • a clean and hygienic environment. • a specific form for any complaints or communication Right to respect death Inpatients also have the right The Hospital recognizes the inpatient’s to be informed regarding: right: • the unit’s rules of conduct • of a humane and dignified death • possible spiritual / religious assistance • to spend the last hours of his/her life • informed consent procedures in the company of loved ones • doctors’ timetable (visits and • to be assisted by a religious minister, availability) according to his/her beliefs • how to obtain any kind of information regarding their condition
17 18 o b l i g P a a t t i i o e n n s t
• T a t • a p i • o i t a e • • t b • p t • t b H • h e a t o t o n n h h r e o h s n u x s n h r r e r e e f e
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a e g m m m r h i t i t y r r s r r i s t i h a c c t n i u n n v i n i r e l e b u a d e
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2 Services Orthopaedics and Traumatology General Surgery 49 beds Pathologies of the knee: Within the hospital there is a Simple Intensive care patients Primary and secondary osteoarthritis Surgery Operative Unit that performs Intensive care patients, those in coma Orthopaedics and Traumatology Axial deviation general surgery and reconstructive for example, may also be hospitalised. is divided into three sections: Pathologies of the extensor apparatus plastic surgery. Orthopaedics and Traumatology Section 1 Lesions of the ligaments, meniscus, Treatment Orthopaedics and Traumatology Section 2 cartilage and synovial Major surgeries performed: Given the right conditions, rehabilitative Orthopaedics and Traumatology Section 3 Varicose veins of the lower limbs surgery may also be performed Pathologies of the ankle and foot: Inguinal Hernias in a day hospital setting. s Main pathologies treated: e Cartilage and synovial pathologies c Skin neoplasm i Pathologies of the shoulder: v of the ankle According to the WHO (World Health r Abdominal Hernias e Lesions of the rotator cuff Insertional tendinitis and bursitis Organisation) and the Regional S Subacromial impingement of the Achilles tendon Resulting burn scars Shoulder capsular instability Metatarsal overload, hallux valgus, Resulting scars from injuries Government of Lombardy, each plantar fasciitis patient admitted to rehabilitation Pathologies of the elbow: Canalicular syndromes (Morton’s is issued with an INDIVIDUAL Chondromatosis neuroma, tarsal tunnel Rehabilitation REHABILITATION PROJECT. Joint loose bodies syndrome, sinus tarsi syndrome) Individual , as the project of each patient Synovial pathologies 149 beds is tailor-made to meet his or her and the Ulnar nerve compression Pathologies of the spine: family’s needs. Herniated discs The rehabilitation activities of the Rehabilitative , as it is in the context Pathologies of the wrist and hand: Vertebral fractures structure are classified as Specialised of functional recovery. Synovial pathologies (cists, etc.) Instability of the spine Rehabilitation of the Regional Project , as it identifies the objectives Carpal tunnel Government of Lombardy. to be achieved. Dupuytren’s disease Traumatology: Rehabilitation is divided into two Ulnar nerve compression Fractures of the upper or lower Operative Units with Specialised The approach to rehabilitation Tendinopathy (trigger finger, cists, limbs Sections: is multi-disciplinary: different De Quervain’s disease) Muscle and tendon injuries professionals (specialist doctors, nurses, Metacarpal trapezium osteoarthritis Dislocations Rehabilitation 1 physiotherapists, speech therapists, (Motor and Neurological psychologists, etc.) work together Pathologies of the hip: rehabilitation) in order to achieve the goals set. Primary and secondary osteoarthritis Major surgeries performed: Cardiology Femoro-acetabular impingement Hip/knee/shoulder prosthesis (Cardiac rehabilitation) The patient and his or her family Infections Knee, shoulder and ankle and hip members, are directly involved Muscles instability Conservative Surgery Pneumology Loose bodies Hand surgery (Pneumological rehabilitation) in defining the objectives and evaluating Congenital disorders Foot surgery Rehabilitation 2 the results. Cartilage lesions Spine surgery (Motor and Neurological rehabilitation) Trauma and post trauma Traumatology Rehabilitation is seen as an on-going 24 Origin of patients hour process which occurs during Surgery may be performed as either Patients hospitalised in rehabilitation normal daily activities and is not limited an in- or out- patient or in day surgery, may originate: to a particular session in the gym or it will depend on the nature from other acute care hospitals an appointment with a physiotherapist. of the pathology, the type of patient from a personal residence and the complexity of the surgery. from the orthopaedic surgery ward of the COF. 23 24 2 5 O o r P M M n O r a s t e
a t h p t e h i e e n e o h o o R A T D O S C C P M P P H C S r
r u l : p - i r u e o a o o h p m e o e a a e e r u a c b r a g l s t e r r t r h m u g m k y t h l e r e o t p t i a d s a c u t h - e e i m e i n o o b b i t n u p c t c n o i n i b m p a n r o o r s p e s p e r u a u d t l a d r a s
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u h N d r a m e e a t
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T E y M 3
0 Services Social assistance The health facility provides a professional Telephone social care services that promote, Each hospital ward is equipped with a in collaboration with staff of the various telephone and inpatients may receive departments: calls between 4pm and 6pm. Bedridden • reinforcement of the individual inpatients will have the opportunity to autonomy of the person returning home, use cordless telephones. There are also promoting the family’s role as a primary public telephones that require either resource in the support network and care coins or phone cards. Phone cards can of the individual be bought from the vending machines • support to patients and/or family present in the hospital. Inpatients paying members in access to local Social additional accommodation fees may Assistance and social health services, make and receive calls at any time, both at home and residential. under certain rules. For safety reasons, wherever indicated within the hospital structure, the use of mobile phones not Religious permitted. In the areas where mobile phones may be used, we require assistance patients to be mindful of the activities According to article 8 of the Constitution, of the hospital and of other patients. every patient is guaranteed the freedom of conscience and worship. Catholic Facilities patients have access to the Hospital Bar Church located on the ground floor,
where the Holy Mass is celebrated daily. s e and newsagent i t
A priest is available at all times by i l i
The bar and newsagent (selling phone arrangement with the head nurse. c a
cards) is located on the first floor of the The sisters of the religious congregation F building and is open every day with the 'Apostles of the Sacred Heart of Jesus' following opening hours: Monday help the Nursing Home in the field to Saturday from 8am to 8pm and of pastoral care. on Sunday and holidays from 10am to 5pm. Hairdresser/ Post Barber Inside the structure an hairdresser Post boxes for out-going mail and barber service is available are located in the hall next to the for inpatients. Admissions Office. An agreement with the Italian Postal Service allows patients to send medical documentation directly External services to their home address. The families of patients may take advantage of a series of agreements with local hotels and restaurants in the area. For further information, please contact the Admissions Office. 31 32 Hospitalisation First aid point Treatments Ordinary hospitalisation requires a This structure guarantees a 24h service and Services specific request from a GP, followed and also provides cardiophonic by a clinical examination performed consultancy. Our hospital also provides by one of our specialists, or as a simple Where emergency hospitalisation accommodation with chargeable transfer from another hospital. is required, and the pathology cannot services in superior rooms (paid either Hospitalisation is processed and be treated in our structure, the doctor privately or reimbursed through direct scheduled thorough an information in charge will provide first aid and will agreements signed with several system that automatically generates guarantee that the inpatient’s transfer Insurance Companies). We offer single a waiting list based on chronological to another hospital is made possible and double rooms, of which the second order, unless otherwise required and carried out with adequate means bed may be used by the inpatient’s by the inpatient’s clinical conditions. and assistance. family members acting as caregivers. Venue and time of admission will be If is not required, after the first aid, the Any other information regarding access communicated to the inpatient by our patient is dismissed and given a medical and costs is available at our Admissions Admissions Office via telephone. report including treatments provided Office. We also accept post-acute inpatients and suggested therapies. How to access coming from other hospitals. In these cases the waiting time varies between 4 and 10 days. Requests should be Ambulatory our services submitted (via phone or fax) directly by the hospital doctor who is in charge treatments of the inpatient and it will be assessed Ambulatory treatments can be booked by our professionals. as follows: • in person at our Ambulatory Booking Office Urgent and • calling our toll free number
800.506.048 from Monday to Friday, n o
emergency i t
from 1pm to 4pm. l a a r
• calling the Regional Call Centre m e hospitalisation r n o f 800.638.638 e n i This kind of hospitalisation is only G possible for orthopaedic pathologies For treatments subsidised by the and following the request of the doctor National Health System, a prescription in charge. of a GP is required.
33 34 On admission Patients should proceed to the Admissions Office situated on the ground floor of the Nursing Home and present the following: • certificate of admission • National Health Card • valid identity document Discharge Once discharge is approved by the Head of Section, the ward doctor draws up a letter of discharge for the inpatient’s personal doctor. Admission Requesting and discharge medical records To request photocopies of medical records, inpatients are invited procedures to complete the appropriate form, which is available from the Admissions Office, and to send it to the Health Directorate. The documentation will be delivered within 15 days n
(excluding urgent requests / urgencies). o i t l a a r m e r n o f Outpatient e n i services G For all services, treatments, and payments, patients are required to refer to the Ambulatories Unit.
35 Visiting times are as follows: Meeting with the doctors Whenever necessary, please contact Visiting times for admitted patients Family members of hospitalised patients the toll free number 800432522 are posted in each department can arrange to meet with the doctors on or write to the Health Directorate and on our website. the days and times indicated on the in Como ([email protected]) notice board of each floor. to report a disservice. Visiting times may be subject to change or suspension in the event of a ward Measuring customer satisfaction emergency. On leaving the hospital, patients will be encouraged to complete a customer Family members and friends will be satisfaction questionnaire (the model asked to leave the ward during of questionnaire has been supplied by mealtimes unless assisting a relative the Regional Government of Lombardy). with feeding and specifically authorised The Office for Relations with the Public The questionnaire may remain by the medical staff. is concerned with receiving complaints, anonymous, or not, and be returned suggestions and commendations on either by dropping it into the Mealtimes are as follows: behalf of the patients and/or their Suggestions Box located near the Breakfast – 8am relatives. The office is located on the 5th Admissions Office on the ground floor Lunch – 12 noon floor of the Nursing Home. or in the wards. The feedback Dinner – 6pm we receive from the questionnaires is closely analysed and helps us to Visiting times The medical staff are authorised to limit Office for promptly intervene in order to improve the number of visitors per patient in any weaknesses in our system. order to protect the wellbeing of the other patients. Relations with Process indicators The results are monitored using different Other visiting hours parameters; clinical (Barthel, Borg, Visiting outside of the regular times must the Public Walking Test, etc.) and organizational. compatible with the needs of the ward Results of the data are used by and authorised by the Head of the (ORP) Management to make improvements
Ward. to the system. n o i t
Opening times: l a a r
Limited access Monday to Friday Suggestions and complaints m e r n 9am to 1pm and 2pm to 5pm On admission, together with o f Children under the age of 12 must be e n i accompanied by an adult and remain the customer satisfaction module, G under direct supervision at all times. Telephone patients receive a form which they 031.843111 may use for making suggestions, Visitors are invited to respect the areas Fax comments or complaints. Written of limited access (these are clearly 031.843550 or verbal complaints may be made signposted), and to obey the directions directly to the Health Directorate of the medical staff scrupulously. via the Office for Relations with the Public.
37 38