SERVICES
CHARTER
Summary
INTRODUCTION
3
PRESENTATION
5
SECTION 1 PRESENTATION OF THE HOSPITAL
Mission and strategic vision Founding Values
Organisation
7
8
9
INTRODUCTION
SECTION 2 INFORMATION ON PATHS AND SERVICES
Emergency services
Hospital admissions
Outpatient services
Clinical and care services
Training
Research
Informed consent and privacy
Organ and tissue donations
Private Practice
Other services
11
17
27
29
38
38
41
42
43
45
SECTION 3 COMMITMENTS AND PROGRAMMES
Transparency and guarantees
Health services network
Research and care
51
52
52
SECTION 4 PUBLIC INFORMATION, LISTENING TO CITIZENS, PROTECTION
AND COOPERATION
Information and communication
55
Voluntary Associations Committe (CCM)
56
Relations with voluntary associations
57
Provincial Ethics Committee
58
Assessment of the quality preceived by users
58
APPENDIX
Citizens’ rights (drafted by the CCM)
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Arcispedale S. Maria Nuova IRCCS
The Services Charter aims to offer a useful tool for patients, their relatives
and anyone wishing to find out more about this hospital and the services it
provides.
Here you can find specific information on the care paths and practical information on how to access the various services, or how to obtain health
documents and certificates.
You will also find general information on the ASMN-IRCCS’s commitment
to users and the rules and regulations governing its actions.
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Services Charter - Anno 2013
3
PRESENTATION
Founded in 1384 in Reggio Emilia as a hospice for the sick, Santa Maria
Nuova Hospital has occupied its current premises in Viale Risorgimento
since 1965.
With over 900 beds and 50 specialities, Reggio Emilia Hospital is a reference
point for the whole province for second and third level care.
Alongside its specialist services, over time its research vocation has expanded,
leading in May 2011 to the recognition as a Research Hospital (IRCCS) for
Advanced Technology and Healthcare Proctols in Oncology, by the Ministry
of Health.
Patient care, the humanisation of treatment and working towards excellence
in care quality: these have always been our objectives and over time have
distinguished the history of this Hospital in its approach to users.
The dimensions we have achieved and the complexity of the care paths
make it indispensable for us to make available a wide range of information
to users and citizens, who are becoming increasingly aware of their health
care choices.
This is the principal aim of this Services Charter: to provide clear, useful
information, offering precise, punctual references to help users overcome
any difficulties they may encounter in using our services.
We hope that we have achieved this objective.
The General Director
Ivan Trenti
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Services Charter - Anno 20133
5
SECTION 1- PRESENTATION OF THE HOSPITAL
MISSION AND STRATEGIC VISION
S. Maria Nuova Hospital, Reggio Emilia - IRCCS (ASMN-IRCCS) works to
maintain and promote health in the local community. ASMN-IRCCS does
not merely deliver healthcare, it also pursues the “health” objective in terms
of improving overall quality of life among the local population, with specific
focus on the person.
In 2011 S. Maria Nuova Hospital in Reggio Emilia was recognised as a
Research Hospital (IRCCS) for Advanced Technology and Healthcare
Protocols in Oncology.
SECTION 1
PRESENTATION OF
THE HOSPITAL
This is a further recognition of the ASMN-IRCCS as a centre of excellence
in the regional, national and international health sector.
Research is therefore a qualifying element of our Hospital’s mission.
The ASMN-IRCCS pursues the integration of care, research and training
functions, also working with other boards and bodies in the National and
Regional Health Systems, the universities and other Research Hospitals.
The strategic vision of the ASMN-IRCCS focuses on the provision of high
quality services, in step with scientific and technological evolution, through
an organisational structure marked by appropriate, effective and efficient
actions.
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Services Charter - Anno 2013
7
FOUNDING VALUES
Here below we describe the set of principles that explicitly govern our day to day
actions and activities and define the ASMN-IRCCS hospital organisation.
RESPECT
Recognising and listening to the needs of users-citizens and professionals in
full compliance with all fundamental rights.
SECTION 1- PRESENTATION OF THE HOSPITAL
COOPERATION
Stimulating integration and cooperation to foster cohesion among
professionals, our Hospital and other health boards, particularly the Local
Health Authority of Reggio Emilia (AUSL), and other institutions and
associations working in the local community.
TRANSPARENCY
Guaranteeing transparency in the delivery of services, in our dialogue
with other boards providing health services, in the clear explanation of
objectives.
RESPONSIBILITY
Ensuring coherence and compliance in commitments undertaken at all
levels.
CLINICAL QUALITY
Acting on the basis of “scientific evidence”, and on the basis of the
demonstrated effectiveness of healthcare practices.
ORGANISATION
The ASMN-IRCCS is organised into Departments.
The Department is a coordination body comprising Divisions and Units based
on uniformity and complementarity, pursuing common aims, including:
promotion of the mutual exchange of competences and professional
skills, integrated management of allocated resources, definition of activity
levels consistently with the healthcare strategies and available resources,
development of professional, training and care paths aiming to promote
quality of service.
This organisation considers the recognition of the ASMN as an Research
Hospital (IRCCS) for Advanced Technology and Healthcare Protocols in
Oncology in 2011. The Oncology and Advanced Technologies Department
is linked to the IRCCS.
BODIES
STRUCTURES IN STAFF
General Director
Board of auditors
health departments
SAFETY
Board of Directors
Ivan Trenti
a.d.* acting director
At all professional and operational levels, guaranteeing the highest safety
standards of health care and health services, aiming to improve the
organisation by achieving standards of excellence.
TECHNICAL
ADMINISTRATIVE
AREA AND
TECHNICAL
ACTIVITIES
Technical Activities
Daniele Pattuelli
Logistics Service
Laura Reggiani
Prevenzione e Prot.
INNOVATION
Giovanni Guatelli
Supporting the development of new ideas, seeking flexibility and freedom
of action, relying on the intelligence and professional experience of the
hospital staff.
EQUITY
Nursing Director
Daniele Pattuelli
Marina Iemmi
AMMINISTRATIVE
AREA
Elena Costa
Legal, institutional and
general affairs. Communications network
Evaluation and
Verification Board
Public tendering
procedures and
contracts
Budget and planning
High
Directorate
Luigi Rizzo
Personnel
DEPT. Infrastructure Research and Statistics
Controlling and
Marketing
Traslational Research - Adriana Albini
Statistics and Quality of Clinical Trials
Epidemiological
Research - Paolo Giorgi Rossi
PROVINCIAL
Anna Maria Ferrari
Operative Director
IRCCS
Adriana Albini
DIAGNOSTIC IMAGING
AND LABORATORY
MEDICINE
Pierpaolo Pattacini
Emergency Medicine
Salvatore De Franco
Giovanni Apolone
Liviana Fava
Anna Maria Ferrari
Pharmacy
Federica Gradellini a.d.*
Education and Health Innovation
Medical Hospital’s
Directorate
Alessandro Morini a.d.*
EMERGENCY
Sergio Bronzoni
Quality
Systems
Scientific Director
Nursing
Directorate
Radiology
Pierpaolo Pattacini
OBSTETRICS,
GYNECOLOGY
AND PEDIATRICS
CARDIOLOGY, THORACIC
AND VASCULAR SURGERY, CRITICAL CARE
MEDICINE
Cardiology
Children Rehabilitation
Luigi Vecchia
SURGERY
Verter Barbieri
Martino Abrate
Adriano Ferrari
Giovanni La Sala
Clinical Microbiology Laboratory Oncogynecological Surgery
Internal Medicine I
Neurology
Luigi Fontana
Norina Marcello
Internal Medicine II
Pulmonology
Otolaryngology
Orthopedics and Traumatology
Internal Medicine III
Antonio Manari
Luigi Zucchi
Verter Barbieri
Martino Abrate
Clinical Chemistry Laboratory
and Transfusion Medicine
Chil Neuro-Psychiatry
Vascular Surgery
Oncological and Reconstructive Surgery
Clinical Immunology,
Allergy, and Advanced
Biotechnologies
Pediatrics
Anesthesia and Intensive Care
General Surgery II
Sergio Amarri
Neonatology Intensive Care
Giancarlo Gargano
Clinical Genetics
Livia Garavelli
Enrico Vecchiati
Antonio Pistilli
Thoracic Surgery
Giorgio Sgarbi
Claudio Pedrazzoli
Stefano Bonilauri
Urology
Ettore Sabetta
Geriatrics
Alberto Ferrari
Neuro-surgery
Franco Servadei
ONCOLOGY AND
ADVANCED
TECHNOLOGIES
Giorgio Gardini
Pathology
Ido Iori
Giorgio Gardini
Oncology
Aurelio Negro a.d.*
Corrado Boni
Haematology
Giovanni Fornaciari
Francesco Merli
Rheumatology
Trasfusion Medicine
Nephrology and Dialysis
Genetics Laboratory
Dermatology
Laboratory of Molecular Biology
Roberto Baricchi
Carlo Salvarani
Sonia Pasquali
Fabrizia Franchi a.d.*
Franco Bergamaschi
Giuseppe Albertini
Breast Surgery
Infectious Diseases
Cervical Cancer Screening
Long-term Care
Gastroent. and Diges. Endoscopy
Angiology
Medical Physics
Guglielmo Ferrari
Giacomo Magnani
William Giglioli
Bruno Casali
Sonia Prandi
Romano Sassatelli
Mauro Iori
Angelo Ghirarduzzi
Nuclear Medicine
Diabetologic Unit
Versari Annibale
Enrica Manicardi
Radiation Therapy
Oncological Medicine
PROVINCIAL
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Services Charter - Anno 2013
Administrative Director
IRCCS
Nursing Director IRCCS
Sonia Pasquali
Physical and Rehabilitation Medicine
Claudio Tedeschi
Medical Director IRCCS
INTERNAL
MEDICINE AND
SPECIALITIES
Ophthalmic
Roberto Valcavi
Edoardo Carretto
Gianna Bertani a.d.*
NEUROMOTOR
PHISIO-PATHOLOGY
Endocrinology
Stefano Savonitto
Clinical and Endocrinology Laboratory Obstectris and Gynecology Interventional Cardiology
Gianpaolo Russi
Guaranteeing equal access, use of services, quality of care for all users faced
with the same health need.
Pier Paolo Ferretti
Information & Communication
Technology (ICT)
Medical Hospital’s Director
Elena Costa
health
departments
Pier Paolo Ferretti
Biomedical technologies
Giorgio Mazzi
Davide Fornaciari
TECHNICAL and ADMINISTRATIVE
DEPARTMENT
EDUCATION
AND HEALTH INNOVATION AREA
Medical Director
Administrative Director
HOSPITAL
Luciano Masini
Cinzia Iotti
IRCCS
9
SECTION 2 - INFORMATION ON PATHS AND SERVICES
EMERGENCY SERVICES
Throughout the province of Reggio Emilia, the emergency and urgency
services guarantee immediate (emergency) and prompt (urgency) health
services to the local communities where needed. Working as a network,
these services include:
• 118
• Emergency Room
• On-call physician services
SECTION 2
INFORMATION
ON PATHS
AND SERVICES
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Services Charter - Anno 2013
This network of services also includes the many voluntary associations who
use their own ambulances to provide public assistance.
The ASMN-IRCCS also hosts the Provincial (ASMN-AUSL/Local Health
Authority) Emergency and Urgent Care Department (DEU). Through the
Emergency Room and in collaboration with the other hospital departments,
the DEU ensures prompt and appropriate responses to healthcare
emergencies and urgencies.
118 - TELEPHONE NUMBER FOR EMERGENCY HEALTH
SERVICES
118 is the phone number to call in the event of a health emergency.
The number is active throughout the country, 24-7, 365 days a year.
You may call 118 from any phone, without any prefix and free of charge.
You can also call 118 from a public payphone without a phone card and
from mobile phones with no credit.
11
How it works
Your 118 call is answered by one of the specifically trained nurses manning
the 118 Operations Switchboard.
The nurse will ask the caller a few important questions.
These questions help to understand which is the most appropriate and
effective action to take.
When necessary, the Operations Switchboard will send the required
emergency services.
According to the seriousness of the case in hand, the emergency team may
also include a doctor.
When to call 118
You should call 118 only in real health emergencies, such as collapsing,
road accidents, serious domestic or sports incidents or accidents at work,
where you are sure or you suspect that one or more people are in a lifethreatening condition.
What to do
1. Dial 118.
SECTION 2 - INFORMATION ON PATHS AND SERVICES
EMERGENCY ROOM (ER)
The Emergency Room (ER) is the hospital department dedicated to health
emergencies and urgent care. The ER is not the place where non-urgent
health problems or chronic diseases can be dealt with.
When to go to the Emergency Room
Go to the Emergency Room only if you have a serious and/or urgent health
problem or when there is a condition which places the patient in imminent,
life-threatening danger which demands immediate intervention.
2. Answer precisely to the questions the 118 nurse asks you. The information
requested by the nurse helps to ensure that the most appropriate health
workers and a suitable number of ambulances and medical vehicles
are sent to deal with the situation. In the case of a road accident, for
example, the 118 nurse may ask what happened, how many people are
involved in the accident and what their health conditions are. Waiting
for the ambulance to arrive, the 118 nurse may need to remain in phone
contact with the caller. The nurse could also ask for more information
on what is happening in order to provide the most appropriate practical
advice also to the persons present at the scene of the accident.
Who to contact in non-urgent situations
3. For all these reasons, do not hang up until the 118 nurse does.
You may contact the Emergency services by:
• calling 118;
• with a request for an urgent specialist consultation issued by: the Family
Doctor (general practitioner), the Primary Care Paediatrician, the Physicianon-call, a doctor on call in another primary intervention facility;
• direct access, going directly to the Emergency Room
4. Waiting for the emergency services to arrive, it is important to keep
the area where the emergency staff have to work clear of all vehicles
and persons. At night, switch on as many lights as possible (such as
outside house lights) to highlight the area the emergency services have
to reach.
For non-urgent healthcare needs, citizens may contact:
• their Family Doctor or Primary Care Paediatrician, during surgery
hours;
• the Physician-on-call.
The correct and responsible use of the Emergency Room by local citizens
will reduce waiting times and guarantee an appropriate response to the
really urgent care needs which cannot be postponed.
How to access the Emergency Room
What you need in order to access the Emergency Room
You should bring an ID document and your national health card or tax ID
with you.
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13
Who deals with your case
Users arriving at the ER are welcomed by trained expert nurses (triage
nurses) who will assess the health conditions of each case. Depending on the
seriousness of each case, the nurses assign a colour code which establishes
the order of access to the care facilities. Colour codes therefore aim to avoid
waiting in the most urgent cases.
THE COLOUR CODES
The colour code defines the access priorities according to seriousness:
red code (very critical, immediate access to care),
yellow cod (critical, rapid access to care),
green code (uncritical, low priority access),
white code (non critical, non urgent).
Foreign citizens who are present in the territory only temporarily may access
the healthcare services without presenting any residency papers. Foreign
citizens without a residency permit may access the health services in EmiliaRomagna without the risk of being reported to the judicial authorities.
Exemption from co-payment
SECTION 2 - INFORMATION ON PATHS AND SERVICES
For further information on exemption from co-payment, call the
single Regional Health Service free-phone number
800 033 033
Monday to Friday from 8.30 am to 5.30 pm
and Saturday from 8.30 am to 1.30 pm.
Emergency service outcomes
After diagnosis, the Emergency Room doctor will redirect the patient to one of
the following paths:
Without prejudice to the exemptions laid down in regional and national
legislation, co-payment is not required in the following cases:
Urgent
admission
Patients requiring urgent (non-postponable) diagnosis or
treatment are admitted to the appropriate Operative Unit.
• patients subject to Short-Stay Observation (OBI), for diagnostic
examination or treatments requiring an observation period usually
between 6 and 24 hours;
Admission
for
observation
Patients requiring medical observation are admitted for not
more than 24 hours to the Short-Stay Observation unit
• patients admitted to any hospital ward;
• anyone accessing the ER at the request of the family doctor, paediatrician,
physician on-call or a doctor from another emergency room;
Patients requiring non-urgent (postponable) diagnosis or
P r o g r a m m e d treatment are sent home and given the information necessary
hospitalisation to initiate the procedure for programmed hospitalisation
• anyone aged under 14;
• exemption from co-payment also applies in the event of illnesses,
income or other exemptive conditions laid down in national and regional
legislation;
• foreign people staying for temporary periods (STP) holding poverty
declarations.
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Services Charter - Anno 2013
Transfer
Home
discharge
For patients needing care at another facility, procedures are
implemented for transportation. If necessary, the patient may
also be transported by helicopter (Helicopter Emergency
Medical Service)
Patients whose condition does not require hospitalisation
are sent home and referred to their family doctor (general
practitioner) for home care
Patients are given a discharge form which provides all
information and medical prescriptions required to continue
with diagnosis and/or treatment.
15
PHYSICIAN-ON-CALL
The Physician-on-call (previously the Guardia Medica) provides free medical care at the surgery or via home visits, at night, at the weekend, on days
before holidays and on public holidays, when the family doctor or primary
care paediatrician is not available.
You may contact the physician on-call:
TIME PHYSICIANON-CALL
in the evening, from 8.00 pm until 8.00
am of the following morning
from 10.00 am every Saturday or on days before
holidays, until 8.00 am on Monday or the first
following working day
PAEDIATRIC SERVICES
To protect the needs of child users, a special area at the General Emergency
Room has been dedicated to urgent paediatric cases.
All children requiring urgent medical care must be taken to the Triage
counter of the paediatric emergencies area. Here, a specifically trained
nurse will assess the child’s conditions and assign a colour code according
to the seriousness of the case.
The urgent visits clinic is open 24-7 in the facilities available at the General
Emergency Room.
URGENT VISITS
CLINIC
open 24-7
SECTION 2 - INFORMATION ON PATHS AND SERVICES
HOSPITAL ADMISSIONS
Patients may be admitted to hospital for diagnosis, interventions or complex
treatments which are not possible either at home or in the local outpatient
facilities.
Admission to hospital may be:
• Ordinary admission: urgent and programmed
• Hospitalisation in the day hospital and day surgery
• Hospitalisation in long-stay and rehabilitation wards
URGENT ORDINARY ADMISSION
It is ordered by the Emergency Room doctor or the Ward Doctor in charge
of hospitalisation. The nursing coordinator in the ward or the nurse in
charge will provide the patient and/or his relatives with all useful or necessary
information.
DENTAL SERVICE
PROGRAMMED ORDINARY ADMISSION
There is no Dental Service at the Emergency Room.
For dental conditions, contact the dental service at the Reggio Emilia Local
Health Authority-AUSL Outpatient Centre (Poliambulatorio) in Via Monte
San Michele 8, tel. 0522-335651.
Ordinary hospitalisation may be proposed by:
•
The Family Doctor or Primary Care Paediatrician;
•
the Physician on-call (local medical on-call services);
•
Specialist doctor
The ward doctor orders the admission and enters the name of the patient in
a special booking register according to the clinical conditions of the patient
and on the basis of a chronological order. As soon as a bed is available,
the patient is contacted by phone and given all the information needed for
hospitalisation.
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17
What to bring to hospitaL
Required documents
For Italian citizens and foreign nationals duly REGISTERED with the
National Health Service:
• an ID document;
• national health card or Tax ID.
EU citizens not registered with the National Health Service:
• an ID document;
• European health card (EHIC) or E112 form.
SECTION 2 - INFORMATION ON PATHS AND SERVICES
Here’s how we present ourselves
For non-EU citizens the following are required:
• an ID document;
• valid residence permit or renewal application form;
• health card or insurance policy or regional STP code (for foreign people
staying for temporary periods).
You should also bring all your health documentation and give the doctors
the names of any drugs you are taking for any treatments in progress.
Personal belongings
Pyjamas/nightdress, slippers, robe or bed jacket, underwear, personal toiletries (soap, toothbrush, toothpaste, towels, comb, razor), preferably paper
tissues,where required, container for dentures.
Place any cash or valuables in the locked cupboard or the safe inside (ask
staff for instructions if required).
Contact staff
The Nursing Coordinator or the nurse in charge will deal with your admission.
A team of professionals and qualified staff will take care of all patients in line
with their respective competences.
By learning to recognise the different types of professional figures, you will
be able to request their assistance precisely and effectively.
The medical staff are your contact point for your clinical treatment and can
provide information on the state and evolution of your condition.
The nursing and obstetric staff are responsible for providing all-round and
specific personal care and assistance, from administration of treatment to
management of primary needs including hygiene, nutrition, rest, etc.
The support staff collaborate with the nursing staff to ensure the patient’s
comfort, and keep the hospital facilities clean and hygienic.
All staff can be identified by a badge and the different colour of their
uniforms.
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Arcispedale S. Maria Nuova IRCCS
Services Charter - Anno 2013
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19
Talking to doctors
The medical staff are available to provide information on the patients’ clinical
conditions at the times specified in each ward. The times are indicated on
the notice boards near each ward entrance and are specified in the leaflets
or brochures provided on admission. Staff will not provide information on
the patient’s state of health by telephone.
Meals
Nutrition is an integral part of care. In order to ensure that meals are as close
as possible to the patients’ own habits, they are offered a selection of daily
menus. The menus are drafted considering different nutritional requirements
and cover all food groups.
The menus offer a variety of foods to cover various religious and cultural
beliefs, and are available in the following languages: English, Chinese,
Arabic, Punjabi, Russian, Albanian.
Staff serve meals at the following times:
Timing of meals
Lunch: from 12.00 pm
Dinner: from 6.45 pm
If the doctor has prescribed a special diet, a dietician will monitor the patient
and consider his/her own personal tastes while complying with the doctor’s
instructions. Moreover:
• if the patient has dietary limits, he/she will be offered a choice from
among the foods he/she can eat;
• if the patient has difficulty chewing the food may be ordered chopped
or blended;
• parents of children aged up to 10 have the right to receive a free meal
during the child’s hospitalisation;
• anyone assisting a seriously ill patient who are away from home may
have lunch in the canteen. In this case, the patient’s carer should apply
to the Nursing Coordinator on the ward. The Coordinator will assess the
effective need and issue a special certification to purchase the vouchers
at the Cashier’s Office (Ground Floor).
Patient visits and assistance
Only a few visitors at a time are allowed, at the times indicated at the
entrance to each ward.
Not more than two visitors should be with a patient at any one time, in order
to avoid disturbing the other patients.
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Services Charter - Anno 2013
SECTION 2 - INFORMATION ON PATHS AND SERVICES
For reasons of hygiene and as a form of protection for them, avoid bringing
children aged under 12 to the wards.
Respecting these simple rules will help maintain a serene atmosphere on the
ward, respecting the needs of all patients and staff and avoiding unpleasant
situations.
In special cases the doctor or ward coordinator may authorise the presence
of a family member or trusted person appointed by the relatives (carer or
private care worker) outside of ward visiting times, to provide continuous
care to a patient.
The nursing coordinator should be contacted for all needs and information,
and for the issue of such authorisation. This type of care involves supporting
the patient for company, conversation, psychological tranquillity and
generally the everyday tasks (psychological, emotional and relational
support). This form of care does not in any case replace the specific health
care provided by the medical, nursing and technical staff, who shall remain
directly responsible for these activities.
Rules for patients
• It is strictly forbidden to smoke anywhere in the Hospital. Cigarette
smoke is forbidden not only by law, but also and above all in order to
respect your own health and that of the other patients.
• It is forbidden to use mobile phones in areas where electro-medical
equipment is in operation, and elsewhere where signs forbid their use.
• Stay in your bed while the medical staff are performing the daily
rounds.
Permission to leave the hospital
If the clinical conditions allow, self-sufficient patients may leave the hospital
temporarily. Please contact the ward doctor for information.
21
Discharge
The ward doctor assesses how and when to discharge a patient.
After their stay in hospital, patients receive a discharge letter which must be
given to the family doctor (general practitioner).
To guarantee care continuity, the hospital works in a network with the local
health services, starting from the family doctors.
In some specific situations, “protected discharge” may be authorised,
involving a care programme coordinated with the family doctor and the
social services.
Discharge Lounge
During discharge, while waiting for their relatives or an ambulance to collect
them, a special Discharge Lounge has been established on the ground floor,
near the Emergency Room. The Discharge Lounge provides patients with
comfortable facilities and the required care. There are different areas for
autonomous users and users in wheelchairs or stretchers. The Discharge
Lounge also offers a catering area and a TV corner, as well as specific toilet
facilities.
The Discharge Lounge operating staff (OSS - Social-Health Workers)
guarantee particular attention to health education and information
concerning the treatments and therapies the patients have to follow at home
and/or the facilities they are returning to. The Discharge Lounge is open
OPENING HOURS
from Monday to Friday from 8.00 am to 7.30
pm
on Saturday from 8.00 am to 3.00 pm.
Discharge methods
Transfer to another hospital ward
The times and methods for transfer to another ward are agreed between the
medical teams and notified to the patients and their relatives. Patients are
transferred with all their clinical documentation and a short accompanying
letter.
Protected discharge to a residential facility in the services
network
Patients may be discharged to one of the following facilities in the local
area:
• Rehabilitation Health Residence (RSR): if the specialist doctor confirms
the need for rehabilitation;
• Nursing Home: if the patient’s clinical conditions do not permit the
immediate return home. The procedure is implemented by the Hospital
Social Services following discussions with the patient and his/her
relatives;
• Villa Verde private healthcare clinic: for long-stay cases or waiting for a
place in Nursing Home;
Hospitalised patients may be discharged in the following way:
• Health-service-approved neuropsychiatric nursing home: for patients
with serious behavioural disorders or dementia;
Ordinary home discharge
• Hospice: a board assesses the patients during hospitalisation and places
them on the waiting list where the need for palliative care is confirmed.
After hospital care and treatment, the staff will notify the patient and their
relatives in advance of the date of discharge. The staff also prescribe any
support for managing the patient at home, where necessary.
On discharge the staff provide the discharge letter, to be given to the family
doctor (general practitioner) and to be kept for later check-ups.
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SECTION 2 - INFORMATION ON PATHS AND SERVICES
Arcispedale S. Maria Nuova IRCCS
Services Charter - Anno 2013
Voluntary discharge
In the case of voluntary discharge, the staff provide the patient with detailed
information on the health risks involved in leaving the hospital and the
patient is required to give his/her consent by signing a specific part of the
clinical records; in this case there is no discharge letter.
23
Drugs
In order to guarantee care continuity following discharge, it is possible to
obtain the prescribed drugs for free to continue the treatment, only for the
first complete cycle.
These drugs can be collected from the Drug Distribution Service on the 1st
floor of Block (Corpo) A, Access route (Gruppo di salita) 1 - green path,
from Monday to Friday from 8.30 am to 3.30 pm, and on Saturday from
8.30 am to 1.30 pm.
OPENING HOURS
dal lunedì al venerdì dalle ore 8.30 alle ore 15.30
Sabato dalle ore 8.30 alle ore 13.30
For patients discharged from the Infectious Diseases and Oncology wards,
drugs are distributed in Building I – Infectious Diseases Building from Monday to Friday from 8.30 am to 2.30 pm and on Saturday from 8.30 am to
1.30 pm.
OPENING HOURS
Monday to Friday from 8.30 am to 2.30 pm
on Saturday from 8.30 am to 1.30 pm.
SECTION 2 - INFORMATION ON PATHS AND SERVICES
DAY HOSPITAL CARE
The Day Hospital (DH) is a programmed service for one-day hospitalisation,
with entry in the morning and discharge within 12 hours, usually from 7.00
am to 5.00 pm.
OPENING HOURS
DAY HOSPITAL
from 7.00 am to 5.00 pm.
The Day Hospital may be diagnostic, therapeutic, surgical (day surgery) or
for rehabilitation. The full service may cover one or more consecutive or
non-consecutive visits to the Day Hospital.
Activation and Admission
Transportation by Ambulance
When ordered by the Hospital, transportation of patients by ambulance is
free of charge and is provided to:
• hospitalised patients
• non-self sufficient elderly patients in health-service-approved nursing
homes, going to or leaving hospital
• all users on dialysis.
In all other cases, transportation by ambulance must be paid for.
To request transportation by ambulance, where not ordered directly by
the facility, and for information, call the free-phone number 800 118 000,
available 24-7, which connects all the 118 Operations Switchboards in
Emilia-Romagna.
FREE-PHONE
NUMBER
24
Arcispedale S. Maria Nuova IRCCS
available 24-7
free
Services Charter - Anno 2013
Patients can access the DH only with an order by the specialist hospital
doctor. On the first visit to the Day Hospital, the admission procedures are
the same as those for Ordinary Admission to hospital.
If the patient has to attend the day hospital for several treatments, on
subsequent visits said procedure shall not be repeated.
Meals
Patients remaining at the day hospital also in the afternoon and whose
health conditions permit to do so may request lunch, served on the ward.
What to bring
Generally speaking only essential items are necessary. The Nursing
Coordinator will provide more specific information, also depending on the
reasons for the visit.
Discharge
When the medical treatment received at the Day Hospital has been
completed, patients are provided with a clinical report to be given to the
family doctor (discharge letter).
25
DAY SURGERY CARE
Patients are admitted to day surgery for programmed minor surgical
operations, with admission in the morning and discharge within 12 hours.
Patients may also be admitted for check-ups and pre- or post-operative
visits.
The day surgery aims to reduce the impact of surgery on the patient’s life
habits to a minimum.
Patients are managed by a special team, right from their admission to
hospital, on the day of the surgery, until full recovery.
SECTION 2 - INFORMATION ON PATHS AND SERVICES
OUTPATIENT SERVICES
Activation and Admission
The proposal for day surgery is made by the surgeon who visits the patient
at the outpatient clinic, based on clinical and socio-family criteria.
On the day of operation, admission is done using the same procedures as
those for Ordinary Admission to hospital.
Discharge
Before home discharge, the surgeon gives the patient an appointment for a
post-operative check-up and the discharge letter.
It is advisable to be accompanied by a friend or relative who can wait as
long as is needed to help the person to return home.
After day surgery
The ward doctor will advise patients of the care and precautions to be taken
and any therapy required. The doctor will also notify of the dates and times
for subsequent check-ups.
The staff will provide in writing to the patient and/or relatives with a
telephone number to contact in case of need in the 24 hour period following
discharge. When needed, the patient and/or relatives can call the number
and ask to speak to a ward doctor.
HOSPITALISATION IN LONG-STAY AND REHABILITATION
WARDS
After the acute phase of an illness, patients requiring further observation or
rehabilitation may be admitted to a long-stay ward.
Generally this type of hospitalisation does not last more than two months.
Clinical and nursing care are guaranteed 24-7.
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Specialist outpatient services cover visits, minor surgical operations,
treatment, laboratory examinations and instrumental diagnostics. Outpatient
services are provided both on the National Health (institutional) and on a
private practice basis (see page 43).
INSTITUTIONAL SERVICES (via the National Health Service)
Outpatient services must generally be booked. To book an appointment,
you must have a prescription from your family doctor (general practitioner)
or your primary care paediatrician, a physician on-call or a specialist doctor.
Exceptions:
• Obstetric and Gynaecological visits: available also without a prescription from the general practitioner, in case of need;
• Paediatric visits: available outside of the opening hours of the primary
care paediatrician.
Bookings
Depending on the service required, appointments may be booked:
• at the counters of the Booking Centre - Centro Unico Prenotazione
(CUP) in any of the local health districts;
• at some Pharmacies in Reggio Emilia (contact your pharmacy for more
information);
• by phone using the AUSL CUPTEL service - tel. 800 425036 from
Monday to Friday, 8.00 am to 6.00 pm;
• at the ward secretary’s office (Surgery, Medicine, Gynaecology, Rheumatology/ Endocrinology, …), for the services managed directly by the
operating units;
• at the ASMN-IRCCS Department (Poliambulatorio), directly at the admission counter or by phone on 0522296227 from Monday to Friday
27
from 7.20 am to 7.20 pm and on Saturday from 7.20 am to 1.20 pm.
• MyCUP is a mobile phone software used to book exams and check-ups
directly from your phone, by connecting to the CUP counters. For more
information, refer to the specific website (www.auslre.mycup.miliaris.it).
Once you have booked your appointment by phone, an on-line service is
available to print out your booking, so that you do not have to collect it from
a CUP counter (stampa prenotazione – print your booking).
If you cannot attend your appointment, please cancel it, to allow others to
fill the empty slots (disdetta prenotazione – cancel your booking).
Payment methods
Specialist outpatient services are subject to co-payment (ticket). Patients
usually have to pay the ticket prior to accessing the service, or in any case
before collecting the results. When paying the ticket, patients must have
their EHIC card (European Health Insurance Card) or STP (foreign people
staying for temporary periods) or ENI (Non-registered European) code, for
foreign nationals temporarily in Italy.
You may pay the ticket at:
1. the cashier’s desks at the hospital (ASMN-IRCCS main hall);
2. automatic tellers in the main hall and the outpatient clinics of the ASMNIRCCS (these machines operate 24 hours a day, with coins, banknotes,
debit card, give change and automatically issue a receipt);
3. the bank counter of the Banca Popolare di Verona - Banco S. Geminiano
e S. Prospero, only for services booked via the CUP (1st floor, main
hall);
4. on line by connecting to the website www.pagonlinesanita.it, entering
the payment code 9301 0122 0976 0994 in the website.
All payments are documented by a receipt indicating the amount paid.
DAY SERVICE
The Day Service is a care facility that provides various specialist outpatient
services and minor or complex clinical and instrumental investigations as
part of a specific diagnostic and therapeutic path focusing on the clinical
problems of the patient rather than on the single service. It is provided
to patients who do not have urgent or serious conditions that warrant
admission to hospital or to the Day Hospital, but who require several
diagnostic investigations. The Day Service is based on specific criteria and
can be ordered only by the hospital doctors responsible for the patient’s
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SECTION 2 - INFORMATION ON PATHS AND SERVICES
treatment. The services provided are classifiable as specialist outpatient
services provided on the National Health Service, so unless patients are
exempt the services are subject to co-payment.
CLINICAL AND CARE SERVICES
PRE-OPERATIVE PROCEDURES
Pre-operative procedures are usually implemented for programmed surgical
interventions. The pre-operative phase is important in order to correctly
plan and assess the intervention. This phase involves all the assessments
required to define the level of complexity of the surgical procedure, the
clinical and physical conditions of the patient and the choice of the most
appropriate anaesthetic technique.
In the pre-operative phase, the patient will undergo:
• blood tests
• any other prescribed specialist exams (e.g: ECG, chest x-ray)
• perioperative nursing assessment (Perimed) or check up by the
anaesthetist depending on the surgical programme and the care needs.
All the phases of this procedure are designed to ensure the safety and
tranquillity of the user. All preoperative check-ups are free and are done on
an outpatient basis prior to admission.
Autotransfusion
In some cases prior to surgery patients may undergo “autotransfusion”. This
means that the patient deposits some of their own blood which may be used
during surgery. Autotransfusion is a safe procedure that reduces the risk of
immunological reactions or infections. For more information, patients may
contact their surgeon or the anaesthetist.
29
PREVENTION AND SCREENING
Together with the Reggio Emilia Health Board (AUSL), the Hospital
participates in regional screening programmes for the prevention of
colorectal, breast and cervical cancer.
As part of the cancer prevention programme, the ASMN-IRCCS works with
Anti-Smoking Centres to combat smoking addictions among both patients
and staff.
COLORECTAL CANCER SCREENING
The Health Board and the ASMN Hospital run a colorectal cancer prevention
programme targeting men and women aged between 50 and 69, resident
in the province of Reggio Emilia. The AUSL screening centre sends a letter
inviting people to undergo a faecal occult blood test. This test checks for the
presence of blood in the faeces which cannot be seen with the naked eye.
The test is repeated every two years.
The test and any subsequent investigations are free of charge. The
programme guarantees the continuity of diagnosis and any care required,
also through services provided by the Digestive Endoscopy centre at the
ASMN-IRCCS.
Where to do the test
The kits used to perform the test are available from various centres in the
provincial health districts. The invitation letter specifies the place where
users should go to collect the kit.
How the results are notified
The results are sent directly to the user. If the result is negative (no blood in
the faeces), the letter is sent to the user’s home. If the result is positive (occult
blood in the faeces) the user is contacted directly by the Screening Centre
staff in order to carry out further diagnostic procedures (colonoscopy).
If for technical reasons the test is not legible, it may be necessary to repeat
the test. In this case the screening centre will send a second letter specifying
the methods for collecting a new kit.
Who to contact for information
You may contact the AUSL Screening Centre by phone on 0522 335327
from Monday to Friday from 8.00 am to 1.00 pm. You may also visit the
AUSL website, www.ausl.re.it
OPENING HOURS
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from Monday to Friday from 8.00 am
o 1.00 pm
Services Charter - Anno 2013
SECTION 2 - INFORMATION ON PATHS AND SERVICES
BREAST CANCER SCREENING
The AUSL and the S.M. Nuova Hospital in Reggio Emilia run a programme
for the prevention and early diagnosis of breast cancer, for women aged
between 45 and 74 resident in the province of Reggio Emilia. The screening
centre sends a letter directly to users inviting them to come for a mammogram
(a special type of x-ray). The letter indicates the day, time and place for the
exam. The invitation letter also provides a telephone number if you need to
change the appointment. Screening frequency depends on age. For women
aged between 45 and 50, the invitation is sent once a year. For women aged
between 50 and 74, the invitation is sent once every two years.
The mammogram and any further diagnostic investigations are free of charge,
and do not require the request of the family doctor (general practitioner).
The programme guarantees the continuity of the diagnosis and any required
care.
Where to do the mammography
The Mammogram Diagnostics centre is in the Radiology Department at the
Hospital (first floor, access route no. 5 - yellow path).
Who to contact for information
Any clarifications or information required may be provided by your family
doctor or by calling 0522-335327. Website: http://www.regione.emiliaromagna.it/screening/
How the results are notified
If no further investigations are required, the results are sent by post to your
home address within 1 month. If further investigations are required, the user
is contacted by phone to make a new appointment.
CERVICAL CANCER SCREENING
The AUSL and the S.M. Nuova Hospital in Reggio Emilia run a programme
for the prevention of cervical cancer, for women aged between 25 and 64
31
resident in the province of Reggio Emilia. The screening centre sends a
letter inviting women to undergo a Pap Test (“smear” test) at a Family Clinic
or specialist health centre. The smear test is a painless, non-hazardous test
which is used for the early diagnosis of cervical cancer or other lesions
which could in time turn into cervical cancer. Women are invited for a smear
test every three years.
The smear test and any subsequent investigations are free of charge. The
programme guarantees the continuity of the diagnosis and any required
care.
Where to do the test
The pap test and the HPV test (as a primary test) are done free of charge, for
women in the screening programme, at the AUSL Family Clinics throughout
the province, without the need for a request from your family doctor (general
practitioner).
How the results are notified
The results are sent directly to your home, generally within 21 days of the
test, whether the results are positive or negative.
For more information, contact the Provincial Screening Centre for Cervical
Cancer Prevention (Centro Screening Provinciale Prevenzione dei Tumori
del Collo dell’Utero), S. Maria Nuova Hospital, Viale Risorgimento, 80 42123 Reggio Emilia - Tel. 0522-296965 - Fax 0522-295080.
You may also visit the websites:
http://www.asmn.re.it/ScreeningCCV/ScreeningPap_Mamm.htm
http://www.regione.emilia-romagna.it/screening/
HIV and AIDS
HIV or “Human immunodeficiency virus” is a virus that over a period of 5
to 10 years progressively destroys the immune system. HIV can make the
immune system incapable to reacting against viruses, bacteria and generally
other agents that cause diseases. The term AIDS refers to the terminal phase
of the HIV infection, and is marked by serious tumour-type diseases and
infections.
The Infectious Diseases Ward runs a “HIV/AIDS outpatient clinic” to monitor
patients with HIV infections, and where it is possible to be tested for HIV.
What is the HIV test?
The HIV test is done by a simple blood test. The test is free of charge (even
for foreign nationals without a residence permit) and is totally anonymous.
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SECTION 2 - INFORMATION ON PATHS AND SERVICES
To do the test, you do not need an appointment or a request from a general
practitioner. The HIV indicates the presence of specific antibodies in the
blood, which are produced by the body when the infection is caught. The
positive test is always associated to the presence of the virus in the blood,
and indicates that the person is infected and could infect others. It does not
necessarily mean that the person has AIDS, namely that has contracted fullblown AIDS. For this reason, a person infected with the HIV virus should
contact an Infectious Diseases Centre as soon as possible.
To do the test, you must sign an informed consent form; minors must have
the authorisation of a parent or their legal guardian. All data relating to
those who do the test is processed in compliance with the privacy laws. The
test results are generally available in 3 days and are notified exclusively to
the person tested.
Where and how to do the HIV test at the Hospital
Infectious Diseases Clinic (Tel. 0522.296456) Blood tests: Mon-Sat
8.30 -10.30 am
Access to the clinic:
• Direct access, without an appointment and without a request (referral)
from a doctor
• Booking on the AIDS freephone number 800 856 080
A doctor will talk to you before and after the test. The test results are usually
available in 3 days.
Blood Test Centre of Outpatient Clinic (Centro Prelievi) (Tel.
0522.296677)
Access: Direct access or booking via the CUP, with a referral form from the
general practitioner.
If the test is positive, and the person is infected by the HIV virus, the results
are sent to the general practitioner or the Infectious Diseases Clinic, which
33
will handle the case. Access is direct or can be booked by phone (tel.
0522.296456 10.30 am - 12.30 pm).
Who to contact for information
For more information you may contact:
• AIDS freephone number 800 856 080: from Monday to Friday,
from 2.00 to 6.00 pm; Mondays also from 9.00 am to 12.00 pm.
• HIV/AIDS clinic at the Infectious Disease Unit 0522.296456 Monday to Saturday 8.30 am - 12.30 pm
• Helpaids website: www.helpaids.it
ANTI-SMOKING CAMPAIGN
The ASMN-IRCCS is committed to fighting smoking among both patients
and staff, and to the protection of non-smokers from passive smoke
It is forbidden to smoke anywhere in the hospital or in any of its vehicles.
This is a national and regional law, and is also laid down specifically in the
hospital regulations concerning smoking. The regulation can be found on
the hospital website, www.asmn.re.it.
Every year the ASMN-IRCCS takes part in various awareness raising and
prevention activities on the subject of active and passive smoking.
The health staff are involved in information campaigns to help hospitalised
patients and hospital staff to give up smoking. Patients and operators who
are smokers and motivated to stop and/or reduce their smoking habits are
referred to the local Anti-Smoking centres for help in stopping smoking.
MATERNITY SERVICES
The ASMN provides assistance to mothers during pregnancy, labour and
puerperium, and for neonatal care. The Obstetrics, Gynaecology wards, the
Neonatal unit and the Nursery work closely together and with the community
services in order to ensure continuity of care for mothers and their babies.
Assistance during Pregnancy
The departments provide a range of services to help mothers-to-be to face
pregnancy, labour and birth in a more aware and relaxed manner. This
includes peer group meetings and an overview of birthing facilities and
techniques.
To take part, you will be required a referral from your own General
Practitioner. Participation in the course is free and should be booked within
the 12th week of pregnancy by phoning the Obstetrics Ward Secretary
Office (tel. 0522.296464).
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SECTION 2 - INFORMATION ON PATHS AND SERVICES
Visits to the Delivery Room
On the first and third Saturday of the month, meetings are held by
midwives for couples wishing to visit the delivery room. To book, phone
0522.296711
Services provided
During pregnancy, the ASMN-IRCCS provides gynaecological examinations,
1st and 2nd level ultrasound and prenatal screening for foetal chromosomal
abnormalities, both invasive (amniocentesis and chorionic villus sampling)
and non-invasive (combined test).
Appointments can be booked with the Ward Secretary Office, Monday to
Saturday from 8.00 am to 1.30 pm (also by phone on 0522.296464) or at
the High Risk Pregnancy Clinic, on Monday, Wednesday and Friday from
10 am to 1 pm, phone number 0522.295094.
For the combined test, you require a referral from your doctor (GP or
gynaecologist) or the physiological pregnancy form completed by a midwife
at the Family Clinic.
Full Term Pregnancy Clinic
Pregnant women have a check-up at the Obstetrics and Gynaecology
ward indicatively on the presumed birth date. They should bring all the
documentation concerning the entire pregnancy to the appointment. During
the check-up the mother’s state of health is checked and a cardiotocography
is done.
To book an appointment, call the ward around 1 week prior to the presumed
birth date, on 0522.296015 on Monday, Wednesday and Friday between
9.00 am and 1.00 pm. You do not need a doctor’s referral.
35
Giving birth
The labour and birth methods can be chosen even at the time of labour,
together with the doctor and the midwife. You may choose between
traditional labour, in the positions you choose, or one of the non-drug pain
relief techniques (water, massage, one-to-one, etc.); C-sections and labour
analgesia are performed only on specific medical order and for clinical
reasons.
During labour and birth you may have a person to assist you (your partner,
mother or other person). Immediately after the birth, the parents and the
baby remain together in the delivery room to get to know each other, make
contact and begin breast-feeding.
At birth, the baby is assessed to check his/her adaptation to life outside the
womb, and an ID bracelet is fitted, exactly the same as the mother’s.
Donating umbilical cord blood
The blood that remains in the umbilical cord after it has been cut when the
baby is born contains “haemopoietic (blood-forming) stem cells”. Every
woman giving birth can decide to donate the cord blood, performing
an altruistic act for others suffering from diseases which can be cured by
transplants of haeomopoietic stem cells. Women wishing to donate their
cord blood should contact the midwives at the Obstetrics ward, Delivery
Room, every Thursday from 10.00 am to 1.00 pm for an interview in order
to check the health conditions and the wishes of the mother-to-be (for
information on the methods and forms to bring, phone 0522/296711 or
0522/296015). Donations are anonymous, free of charge and can be done
with both natural births and C-sections, and imply no risks for either the
mother or the baby. After birth the midwives will collect the cord, which will
be sent to the regional cord blood bank at the S. Orsola-Malpighi Hospital
in Bologna, where it will be stored.
Staying in hospital after the birth
After the birth, the mother is assisted by a midwife from the Obstetrics
and Gynaecology ward, who will provide all information for her stay in
hospital.
The ward operates on a “rooming-in” basis, allowing mothers to keep their
babies with them in the room for the whole of their stay.
During the stay, mothers are helped and encouraged by the midwives and
nursery nurses to breast feed their babies.
Relatives and friends may visit the mother and baby during visiting hours,
displayed on the panels near the ward entrances:
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SECTION 2 - INFORMATION ON PATHS AND SERVICES
Outside visiting hours during daytime, the woman’s partner or a trusted
person may remain with her during the day, except when medical visits are
performed and when meals are being distributed. Special permits may be
issued by the Coordinating Obstetrician.
While in hospital it is possible to register the birth directly in the hospital, at
the Births Office (First floor, block A). On discharge, the mother and baby
have a check-up, respectively by the gynaecologist and the neonatologist.
Generally the baby undergoes a further check-up a few days after discharge,
at the Nursery on the Obstetrics ward. The appointment is agreed and
indicated in the discharge letter.
PROTECTED DISCHARGES
Protected discharge aims to ensure continuity of care and assistance,
helping patients to return to their usual home or to adjust to more protected
solutions found after hospitalisation. The protected discharge programme is
run in cooperation with the social services.
Applications for protected discharge are made mainly by the hospitalisation
ward, notifying the AUSL-Local Health Authority Reception Point (Punto
Unico di Accoglienza - PUA) (tel 0522. 33 9074–76). Alternatively, relatives,
the hospital social services, the community social services or other local
organisations may request the protected discharge of a patient. The PUA
starts operating immediately during the first 48 hours after admission to
hospital for all discharges that require the intervention and coordination of
several professional figures and/or services, and the preparation of specific
supports for the patient’s physical and clinical condition.
The need for protected discharge is also notified to the Hospital Social
Services, which assess the psycho-social and care needs of the patient and
37
his/her family and identify the most appropriate social and health local
services.
Over the past years in Reggio Emilia a network of integrated social and
health services has been working for the elderly population, managed
through agreements made between the Health Boards, the Municipalities
and the Management Bodies.
SECTION 2 - INFORMATION ON PATHS AND SERVICES
TRAINING
To manage patients properly and correctly, all professional figures and staff
are required to undergo continuous in-service training. For this purpose, the
ASMN-IRCCS plans and programmes training activities for all staff, both
medical and non medical, every year.
Particular attention is paid to sharing good clinical and care practices and to
training related to safety at work.
Supporting the Staff Training, the Medical Library works in close cooperation
with the University of Modena and Reggio Emilia, with the Health sector
degree programmes, and with the University’s e-learning
The researchers perform basic, clinical and translational research.
Basic research covers activities performed mainly in the laboratory on
mechanisms of the organism.
Clinical research includes clinical trials which also involve the patients. To
take part in the clinical trials, patients must:
• fall into the so-called “inclusion criteria” for a given trial and must
therefore have certain characteristics which change from trial to trial;
• be clearly informed by the health staff on all aspects of the trial;
• give express written consent in order to take part in the trial.
RESEARCH
Research is conducted at the ASMN-IRCCS in the cancer field (this
specialisation has obtained ministerial recognition in the form of a Research
Hospital - IRCCS) as well as in other specialist areas.
Supporting these activities, there is a Research and Statistics InfrastructureDepartment and various Research Laboratories.
Research mainly focuses on the following four lines of investigation:
1. Complex Oncological Pathologies involving cancer research from
different points of view (biological, clinical, social and health);
2. Advanced Diagnostic and Therapeutic Technologies which involve
innovative research projects focusing on technologies, drugs and
medical devices, both to verify diagnoses and to provide therapeutic
treatments;
3. Healthcare protocols and oncological pathways involving organizational
and health-based projects designed to offer the best forms of care for
cancer patients;
4. Innovative therapeutic strategies and targets in Oncology and
Haematology/Oncology including mainly laboratory based projects.
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Translational research transforms the scientific discoveries made in the
laboratory into applications and tools for everyday practice for care and the
treatment of diseases.
39
LIBRARY
The ASMN-IRCCS hosts the Medical Library - Centro di documentazione
per il Governo Clinico delle Aziende Sanitarie della Provincia di Reggio
Emilia (Documentation Centre for the Clinical Management of the Health
Boards of the Province of Reggio Emilia). The Medical Library specialises in
biomedicine and services both health workers in the province and external
users (researchers, university students studying health degrees, medicine
scholars, health professionals etc.).
• The Medical Library also includes the Patients’ Library, a project which
has been running since 2005 and which has:
• An Infopoint for Patients and their relatives, a dedicated service to
promote health and improve the quality of care through the provision
of high quality health care information;
• Cure leggère... Lèggere cura (Light treatments - Reading is medicine!),
“leisure” library service aiming to “humanise” the hospital, through a
wide range of activities (reading aloud and book loans) for patients,
their relatives and companions.
The Library staff respond to requests for information received by letter, fax,
phone, e-mail and through the website http://biblioteca.asmn.re.it.
Opening hours:
Monday – Tuesday – Wednesday – Friday from 9.00 am to 3.00 pm |
Thursday from 9.00 am to 6.00 pm | Saturday from 9.00 am to 1.00 pm
[Summer opening hours: Monday to Friday from 9.00 am to 3.00 pm |
Saturday from 9.00 am to 1.00 pm]
Location:
Viale Murri 9, 42123 Reggio Emilia
Contacts:
• Medical Library: Tel. 0522 296216 | Fax 0522 296125 | e-mail:
[email protected] | http://biblioteca.asmn.re.it
• Patients’ Library: Tel. 0522 295992 | Fax 0522 296125 |
e-mail:
[email protected]
|
http://biblioteca.asmn.re.it/
bibliotecapazienti).
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SECTION 2 - INFORMATION ON PATHS AND SERVICES
INFORMED CONSENT AND PRIVACY
Informed consent for health care is the patient’s confirmation of his/her
awareness and acceptance of the medical treatment proposed by the
doctor.
Patients have the right to receive full and clear information from the doctor
concerning:
• diagnosis (the elements composing the illness)
• prognosis (forecast of the progress or outcome of the illness)
• prospects and any diagnostic and therapeutic alternatives
• foreseeable consequences of the choices made.
All this allows the patient to provide his/her full and aware consent to the
treatment, in his/her interests and for his/her own good.
In particular, the doctor is bound to inform the patient and acquire valid,
aware consent in the case of:
• surgical interventions;
• clinical examinations and invasive diagnostics;
• transfusions of blood and blood derivatives;
• clinical trials;
• reasonably complex medical procedures.
During the discussions with the patient prior to procedure/treatment, the
doctor provides all the information necessary in a clear, understandable
manner. After the information has been provided, the patient confirms his/
her consent to procedure/treatment by signing the forms in use in each ward
or department.
“Consent to the processing of personal data” is required for users of the
ASMN-IRCCS services, who must consent to the Operative Units and
Professionals working at the hospital to gather information concerning
41
the patients, their health conditions, and where required also their private
life. The Operative Units and professionals may have to gather, organise,
transform data into scientific documents (diagnoses, reports and treatments)
as well as store this information. This is also an informed consent, as the
patients grant their consent after having been provided with all the useful
data in the “information note” drafted specifically for this purpose.
ORGAN AND TISSUE DONATIONS
AND TRANSPLANTS
In the case of brain death, i.e. death due to the irreversible cessation of all
brain functions, it is possible to donate organs for transplant to other patients
suffering from serious illnesses and who are on the waiting list for such
organs. A single donor can help many patients. Donating organs after death
is an act of great generosity, offering other patients in serious conditions the
possibility to recover and return to a normal life.
For patients who when alive confirmed their wish to donate their organs, at
the time of death the medical staff start the assessment of the suitability of
the organs.
At the ASMN-IRCCS organs are taken from patients dying from brain death
in all cases in which both the will of the deceased and the criteria of suitability
of the donor are confirmed.
It is possible to be an organ donor also when alive. In specific cases it is
possible to donate:
• organs (a kidney, part of the liver or lung),
• tissues (skin, bone segments, blood vessels),
• cells (bone marrow and cord blood).
The wish to donate organs, tissues and cells can be confirmed by living
persons in the methods laid down by law. This will can be expressed at the
URP (Patient Advisory and Liaison Services) by signing a “declaration of
will” to donate organs and tissues.
To find out more, read the publication of the Emilia-Romagna Region
“Donazione e trapianto” on the website www.saluter.it or phone the freephone number 800 033 033.
SECTION 2 - INFORMATION ON PATHS AND SERVICES
PRIVATE PRACTICE
Users are also able to request specialist services, both as outpatients and
inpatients, performed on a private practice basis by individual professionals
(individual private practice) or teams of professionals (group private practice).
Private Practice services are in addition to the institutional activities and are
performed by the staff outside of their contractual working hours.
Private Practice services are delivered:
• on an outpatient basis: users choose the professional or team of
professionals and receive the services in the hospital facilities.
• on an inpatient basis: the patient is admitted to the hospital facilities and
the service is provided not only by the chosen doctor but also by the
team chosen by him/her and in some cases staff from other wards.
• Hospitalisation required through private practice may also include
superior facilities, including accommodation in 2-bed rooms and a
private bathroom.
Bookings
You may book outpatient and inpatient services either by phone or by direct
access, at the Admission counter of the Outpatient Clinic (Poliambulatorio)
or with the secretary office of the department providing the service. For
specific information concerning Private Practice services, contact the doctor
or team directly. For more information on the services, activities and fees,
contact the Patient Advisory and Liaison Services – URP (see paragraph on
page 55)
Access
All services follow the procedure set for institutional activities: access to the
outpatient facilities for visits/check-ups or wards for instrumental services.
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Costs
The Private Practice Services are subject to the payment of a fee which
includes an amount due to the Hospital to cover the costs incurred.
The cost of outpatient services and instrumental diagnostics are borne fully
by the user.
For inpatient services, users pay 50% of the so-called “DRG” (the total costs
the regional health services allocates to the service), and the remaining 50%
is borne by the health board in the user’s place of residence.
In addition to this amount, users must pay the costs of the Operating Theatre
staff.
Payment methods
Payment of these services may be made:
at the cashier’s desks (cassa ticket) in the main hall;
• at the automatic tellers in the main hall, the Poliambulatori
(outpatient clinics) and on the first floor, north wing, only for specialist
appointments;
SECTION 2 - INFORMATION ON PATHS AND SERVICES
OTHER SERVICES
HOSPITAL PHARMACY
The Hospital Pharmacy provides drugs and medical supplies to the hospital
wards for patient care, and also ensures the continuity of care between the
hospital and the local community by distributing drugs on discharge or to
patients requiring continuous check-ups at the hospital
• by postal order or bank transfer;
MUNICIPAL PHARMACIES NEARBY AND 24 HOUR SERVICE
• directly on-line, using the PagOnline system.
Farmacie Comunali Riunite, Viale Umberto I, N.17
Farmacie Comunali Riunite, Via Luciano Manara, N.18/B
Farmacie Comunali Riunite, Via Maiella, N.33
Apertura 24 Ore: farmacie Comunali Riunite, Via Pansa N.59/G
As for institutional services, private practice services must also be paid
prior to the appointment. Payments are documented by the receipt which
indicates the amount paid.
HOSPITAL SOCIAL SERVICES
The Hospital Social Services, which report to the social area of the AUSL
(Local Health Authority) Reggio Emilia district, operate closely with the
wards to support hospitalised patients of all ages and their relatives.
This service provides guidance and counselling, designing social and health
services to tackle problems of social fragility, care and relational difficulties
connected with admission to and discharge from hospital. The service is
provided in collaboration with the ward staff and, where required, with the
local social and health services in order to guarantee the continuity of care
after discharge.
Service organisation
The service is open to users and for reports from Monday to Friday from
8.30 am to 1.30 pm and on Saturday from 8.30 am to 1.00 pm. For
appointments, the secretary office is open to the public from Monday to
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45
Friday from 8.30 am to 12.30 pm (Tel. 0522/ 335018). Meetings are usually
held in the offices of the Social Workers, made available by the Hospital.
SECURITY SERVICES
In order to guarantee security in the Hospital, a 24-hour security service
is in operation in the buildings manned by qualified, armed staff; video
surveillance cameras, anti-intrusion devices and access control systems are
also in operation.
Moreover, specific procedures have been established to manage alarms and
risk situations, coordinated by the Emergency Management Switchboard
which is in operation 24-7.
At night (10.00 pm to 6.00 am) access to the hospital is permitted only in
the following cases:
• to assist hospitalised patients, where an entrance permit has been issued
by the nursing coordinator;
• in the event of worsening of the clinical conditions or the death of a
patient, notified by the ward;
• for urgent requirements to be checked with the ward.
3. illegal immigrants and the poor for urgent and essential services (e.g.
pregnancy, infectious diseases, all medical services for minors) may
receive health treatment presenting the STP form (foreign people staying
for temporary periods) issued by the relative body. The STP code, which
can be applied for to the Hospitalisation Office (Ufficio Spedalità), does
not lead to the right to registration with the National Health Service
Foreign nationals legally in Italy without a health card (EHIC or E111) must
pay the full cost of the service.
For more information you may contact:
CULTURAL
LINGUISTIC
MEDIATION
SERVICES
INFORMATION ON ACCESS TO SERVICES BY FOREIGN
USERS
In order to respect cultural diversity and respond in the best way to the needs
of foreign users, the ASMN-IRCCS runs a Cultural Linguistic Mediation
Service.
1. Ufficio Spedalità, S. Maria Nuova Hospital, Reggio Emilia - IRCCS open
from Monday to Saturday from 8.00 am to 1.00 pm
Cultural linguistic mediators may be called in by health workers in order to
facilitate communication and relations with foreign users. This is done both
through translation services and through the promotion of the knowledge of
different cultures. The service is free of charge and may involve the presence
of the mediator during the medical services, or may be done by phone.
MORTUARY SERVICES
The mortuary is located at the hospital access in Via Benedetto Croce.
Free access to medical services is assured to foreign nationals as follows:
1. EU patients holding an EHIC card (European Health Insurance Card)
who have the right to urgent and necessary health care during their
temporary stay in another EU country;
2. Non-EU patients from countries holding social security conventions
(bilateral agreements) with Italy, in the possession of an appropriate
certified statement.
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SECTION 2 - INFORMATION ON PATHS AND SERVICES
Arcispedale S. Maria Nuova IRCCS
Services Charter - Anno 2013
2. The AUSL Foreign Family Health Centre (Centro per la salute della
famiglia straniera) in via Monte S. Michele, 8/a - Reggio Emilia (tel.
0522 335580, e-mail: [email protected])
The mortuary is open at the following times:
Winter (1 October - 31 March)
Week days/Saturday: from 8.00 am to 5.00 pm
Sundays/Holidays: from 8.00 am to 12.00 pm and 2.00 pm to 5.00 pm
Summer (1 April - 30 September)
Week days/Saturday: from 8.00 am to 6.00 pm
Sundays/Holidays: from 8.00 am to 12.00 pm and 3.00 pm to 6.00 pm
For information, relatives are requested to contact the staff at the Autopsy
Department during opening hours (tel. 0522 29 6222).
47
Families are free to choose the funeral services they wish, and contacts must
be made outside of the hospital area (including the mortuary and relative
forecourt). A list of funeral services operating in the city and in the province
is available at the Mortuary.
ACCESSORY SERVICES
RELIGIOUS ASSISTANCE
Catholic patients may use the Chapel on the Ground Floor of the central
hospital building. Here the Perpetual Adoration is held and Holy Mass is
celebrated daily at 7.30 pm. On Sundays mass is also held at 8:00 and 9:30
am and 12:00 pm. Furthermore, the Chaplain visits the patients on the
wards and on request personal religious assistance is given.
Patients belonging to other religions should ask the Patient Advisory and
Liaison Services or the Ward Coordinator for information.
ACCESSORY SERVICES
In the main hall (ground and first floor) of the main hospital building the
following accessory services are available:
• newsagent - haberdashers - perfumery - toy shop
• bank and automatic teller
• bar
• public card- and coin-operated telephones (also available on other
floors)
• wi-fi connection (request the password from the Patient Advisory and
Liaison Services, URP - first floor, main hall)
• post box in the main hall.
24-7 automatic food and drinks vending machines are also available on the
floors and in the Emergency Room. The wards and departments are also
equipped with seating facilities and tables for users and visitors.
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bar newsagent
postbox
urp
bank
SECTION E - COMMITMENTS AND PROGRAMMES
TRANSPARENCY AND GUARANTEES
The ASMN-IRCCS hospital and its staff are committed to providing users
with all the information necessary to:
• understand the health services proposed to them
• choose their treatment in an aware manner (informed consent).
In the case of treatments which may involve risks, the health staff also
provide users with written information.
Having provided all useful and necessary information, the health workers
ask the users to sign the consent forms. By signing these forms, users
demonstrate their aware agreement to the treatments proposed by the
doctors. This information process is therefore very important and helps to
ensure that users are really aware of the treatments and health procedures
proposed.
SECTION 3
COMMITMENTS
AND
PROGRAMMES
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All hospital departments make available to users information materials
concerning:
• the activities carried out
• the opening hours
• other useful information to ensure the best use of the care and assistance
services provided.
The ASMN-IRCCS undertakes to provide information on the patients’ state
of health in the times and manners laid down in the privacy laws. To foster
communication with users, the hospital staff shall always be identifiable and
wear their badge.
The ASMN-IRCCS undertakes to listen to the point of view of users
through:
• the organisation of specific surveys
• the promotion of forms of active participation
• the collection of complaints and praise
The ASMN-IRCCS undertakes to respond to any complaints received within
51
30 days, as required by law.
Following the principle of mutuality, the ASMN-IRCCS and the users
undertake to guarantee relations based on respect and correctness.
Secondo il principio della reciprocità, l’ASMN-IRCCS ed i cittadini si
impegnano a garantire un rapporto improntato alla correttezza e al
rispetto.
HEALTH SERVICES NETWORK AND OFFERING
The ASMN-IRCCS undertakes to:
• guarantee quality services based on the so-called “scientific evidence”,
i.e. demonstrations of the effectiveness of health services
• guarantee “urgent” services within 24 hours and “postponable urgent”
services within 7 days.
• comply with the waiting times laid down by the Region for instrumental
services and specialist appointments. Users may request information
concerning the waiting times from:
• the CUP (Booking Centre), on booking
• the URP (Patient Advisory and Liaison Service)
• do everything possible to contain pain and suffering, respecting personal
dignity and in compliance with the relative laws
• guarantee the continuity of care through protected discharge, with the
direct cooperation of the local services;
• respond fairly to the health needs of users based on specific needs and
personal features.
RESEARCH AND ASSISTANCE
The ASMN-IRCCS is committed not only to care and assistance services but
also to research and training in cancer and other fields.
The mission of the ASMN-IRCCS hospital is the continuous effort to achieve
excellence through the development of clinical and scientific research, in
order to improve patient care and assistance.
S. Maria Nuova Hospital in Reggio Emilia is recognised as an Research
Hospital (IRCCS) for Advanced Technology and Healthcare Protocols in
Oncology. In this field, attention focuses on the best possible satisfaction
of the needs of cancer patients. The ASMN-IRCCS is therefore committed
to the development of new technologies, conducting clinical trials and
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SECTION E - COMMITMENTS AND PROGRAMMES
producing organisational models which ensure the best possible care of
cancer patients.
The ASMN-IRCCS is also committed to research for integration and sharing
of competences. Fundamental elements are the integration, sharing and
cooperation among regional, national and international cancer centres.
The ASMN/IRCCS is therefore specifically committed to developing scientific
research through rigorous clinical studies and research projects aiming to
improve patient care and assistance.
COMFORT, ARCHITECTURAL BARRIERS AND
PRIVACY
In order to maintain the hospital structure suited to the needs of users, the
ASMN-IRCCS undertakes to:
• make the hospital stay and the facilities comfortable;
• guarantee access to disabled users by removing the existing architectural
barriers;
• guarantee privacy;
• promote communication with the outside world through Internet and
wi-fi connections;
• guarantee patients the possibility to choose meals from menus that
consider cultural and religious diversity;
• guarantee patients food quality suited to their health needs;
• promote healthy lifestyles through awareness raising actions targeting
patients and workers on the risks of smoking and a poor dietary habits;
• protect personal dignity and guarantee privacy for relatives in particular
situations (seriously ill or deceased patients).
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SEZIONE IV^ - COMUNICAZIONE PUBBLICA, ASCOLTO DEI CITTADINI, TUTELA E COOPERAZIONE
INFORMATION AND COMMUNICATION
PATIENT ADVISORY AND LIAISON
(U.R.P.) AND INFORMATION POINTS
SECTION 4
54
PUBLIC INFORMATION,
LISTENING TO CITIZENS,
PROTECTION
AND COOPERATION
Arcispedale S. Maria Nuova IRCCS
Services Charter - Anno 2013
SERVICES
The Patient Advisory and Liaison Services (U.R.P.) are the tool used by the
ASMN-IRCCS to communicate with users in order to improve accessibility
and promote the protection and participation of the local citizens. In every
Ward there is a notice board providing general information and specific
information on the organisation of the ward. On admission, users are given
a brochure explaining the activities, organisation and access to the ward.
The URP is located on the 1st floor of the Santa Maria Nuova Hospital.
The URP is open to the public
From Monday to Friday from 7.30 am to 1.30 pm,
and from Monday to Thursday from 3.00 to 5.30 pm,
Saturday from 8.30 am to 12:30 pm
The URP telephone information service is open
from Monday to Friday from 7.30 am to 1.30 pm
Saturday from 8.30 am to 12:30 pm
(during the summer, the URP is closed to the public in the afternoons)
Tel. 0522/296677 - Fax 0522/296080 - E-mail: [email protected]
INTERNET
On the hospital website (http://www.asmn.re.it), users, professional staff and
partners of the ASMN-IRCCS can choose their own customised path to
access information on its organisation and the services offered.
INTRANET - “NOTIZIE” (NEWS)
The ASMN-IRCCS also uses other communication channels, including the
intranet and the e-newsletter “Notizie”.
55
The intranet service is available to all ASMN-IRCCS staff.
The e-newsletter “Notizie” is sent monthly by e-mail and can also be
consulted on the hospital website (http://www.asmn.re.it).
MISSION RESULTS STATEMENT
The Mission Results Statement is a document describing the activities of the
hospital in the past year and contains a report on the resources invested and the
staff employed. The Mission Results Statement is published once a year.
VOLUNTARY ASSOCIATIONS COMMITTEE
(Comitato Consultivo Misto- CCM)
The Voluntary Associations Committe (CCM) is an independent body
comprising mostly representatives from the local community (voluntary and
protection associations) with a minority of representatives from the ASMNIRCCS. The CCM fosters the participation of citizens in the decision making
processes aiming to improve the quality of services and communication
between the hospital and its users.
The CCM is chaired by a member of the citizens’ representatives, and
remains in office for a period of three years.
The establishment and operation of the CCM are governed by the hospital
regulations. The CCM has full autonomy and, by virtue of this autonomy,
drafts proposals for the General Management.
Tasks
The CCM is responsible for monitoring, supporting and making proposals
concerning the health services, and in particular concerning their quality as
perceived by the local community. The ASMN-IRCCS:
• dialogues with the CCM about hospital programming issues,
• appoints authoritative hospital representatives to sit on the CCM,
• promotes training of CCM members and the knowledge of the body
inside and outside the hospital,
• supports the operational activities of the CCM.
How to contact the CCM
To contact your local CCM, ask the Patient Advisory and Liaison Services
(URP).
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SEZIONE IV^ - COMUNICAZIONE PUBBLICA, ASCOLTO DEI CITTADINI, TUTELA E COOPERAZIONE
RELATIONS WITH
VOLUNTARY ASSOCIATIONS
The ASMN-IRCCS is committed to offer full collaboration with all the health
and social associations working in the local community with a view to the
mutual exchange of good practices and joint learning activities, in line with
an appropriate organisational development of the hospital.
Since 2009, the ASMN-IRCCS Training Service has been running a specific
relations area to liaise with the Voluntary Associations, NGOs and non-profit
organisations working in the Province of Reggio Emilia. In 2011 the Training
Service also opened a “Volunteers Desk” (“Sportello del Volontariato”) to
support the activities promoted by the various Association managers, in
order to facilitate interaction with the ASMN-IRCCS. The “Volunteers Desk”
is located in the Spallanzani Building.
Around seventy voluntary associations are listed in the dedicated hospital
publication/calendar, working in three main areas:
• support to non-autonomous patients who require assistance during
normal everyday relational activities,
• support to patients, who may also themselves be volunteers, participating
in self/mutual-help groups and supporting the health promotion activities
running in the hospital,
• support to fund-raising activities for the recruitment of professional
persons to be involved in specific projects on research or for improving
care,
• support to fund raising initiatives for the purchase of particular, innovative
healthcare technologies.
57
PROVINCIAL ETHICS COMMITTEE
The Provincial Ethics Committee is an inter-board body responsible for
promoting “clinically useful and relevant research”. For this purpose, the
Provincial Ethics Committee has the task of:
• guaranteeing the protection of rights, safety and well-being of the
persons taking part in clinical trials;
• providing a public guarantee of such protection.
The Provincial Ethics Committee is the reference point for health boards
and facilities working in the Province of Reggio Emilia.
The Provincial Ethics Committee works with absolute independence of
judgement compared to the boards and its members are health and nonhealth staff
Moreover, the Ethics Committee has an advisory role for ethical issues linked
to scientific and care activities, to promote and protect personal values and
may propose training on bioethical issues.
ASSESSMENT OF THE QUALITY
PERCEIVED BY USERS
Periodically the ASMN-IRCCS surveys the level of satisfaction of its users.
The surveys target both inpatients and outpatients using the wards, Day
Hospital, outpatient services and the Emergency Room. The main tool used
is the questionnaire, filled in directly by users or administered via a phone
interview. The results are useful for each department/ward to understand
which features can be improved and to ensure that the services provided
are increasingly in line with the expectations of users. The survey results
are disseminated to all staff and to the Voluntary Associations Committee.
Moreover, the results are presented to the local community using the
local communication channels and the publication of the Mission Results
Statement.
The ASMN-IRCCS also conducts specific and more detailed surveys through
interviews and using methods other than questionnaires. These surveys
aim to highlight the point of view of the citizens and promote their active
participation.
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APPENDIX
HEALTH DOCUMENTATION
EXAMINATIONS PERFORMED AT THE EMERGENCY ROOM
Patients treated at the Emergency Room who are not admitted to hospital
receive examination results when discharged. If they are admitted to hospital,
the results are included in the clinical records.
Subsequently, the patient may request a copy of the medical results,
the results of any instrumental examinations and x-rays (on CD) free of
charge.
The request may be made by the interested party or someone authorised
by them.
The documentation is provided in strict compliance with the methods of
issuing true copies of the clinical records (see below).
DURING AND AFTER HOSPITALISATION
In this case, to request your health documentation you must contact the
Ufficio Unificato Consegna Referti/Cartelle Cliniche (Single Results/Clinical
Records Office), which may provide you with:
• a true copy of your clinical records concerning your ordinary
hospitalisation or day hospital treatment, containing all the health
information relating to your stay in hospital;
• hospital certificate concerning your hospitalization or day hospital
attendance;
The copy of the clinical records may exceptionally be requested during your
stay in hospital. In this case the copy of the records includes the documents
relating to the period from the start of your hospital stay until the date the
copy was made.
59
Ufficio Unificato Consegna Referti/Cartelle Cliniche (Single Results/Clinical
Records Office)
Viale Risorgimento, 80 - 42123 Reggio Emilia
(main hall, ground floor) Tel. 0522 296218
WINTER OPENING
HOURS (14
September - 15 June)
SUMMER OPENING
HOURS (16 June - 13
September)
Morning:
Monday to Saturday, 7.30 am to 1.00 pm.
Afternoon:
Monday to Friday from 2.30 to 5.00 pm.
Morning:
Monday to Saturday, 7.30 am to 1.00 pm.
Afternoon:
Monday, Wednesday, Friday from 2.30 to 5.00
pm.
The request may be made:
• at the counter by the patient or by someone authorised by him/her or
their guardian - by fax 0522 295881
• by written request sent to the “Ufficio Unificato Consegna Referti”
• by e-mail to the following address: [email protected]
The copy of the clinical records may be collected:
• by the interested party (in this case, you must bring an identity
document),
• by an authorised person (in this case, bring a signed authorisation, your
own identity document and the copy of the identity document of the
person authorising you);
• by the guardian, person holding parental responsibility, legitimate heir
and/or person indicated in the will (in these cases, the documents are
delivered following signature of the provisions laid down in Presidential
Decree no. 445/2000).
APPENDIX
INSTRUMENTAL
EXAMINATIONS
AND
CHECK-UPS
PERFORMED ON THE NATIONAL HEALTH SERVICE OR
PRIVATELY
The hospital doctor generally provides the results at the end of the medical
service.
Results delivered later (e.g. laboratory examinations, x-rays etc.), are
provided in a sealed envelope to the interested party or their authorised
representative/guardian and addressed to the general practitioner in
compliance with the above-described methods (clinical records laws).
At the request of the interested party, the results may be sent home directly
by post. In this case the postal charges are for the recipient’s account. In
some areas of the province, an experimental system of on-line consultation
of laboratory examinations results is in progress. Patients can access this
service using a password given to them at the time of the tests.
For all urgent diagnostic services, results are given immediately or in any
case on the day of the exam or test.
Users may apply for refunds or copies of the payment receipts by filling in
the relative forms and presenting them to the Cashiers’ Desk.
Users shall pay for the copy of the clinical records at the time of request.
Payment must be made at the Cashiers’ Desk or the Automatic Tellers.
When requesting the records in writing, by fax or e-mail, the applicant
requiring the documents to be sent by post shall undertake to make the
payment on receipt of the clinical records, which will include a special postal
payment form.
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APPENDIX
CITIZENS’ RIGHTS (DRAFTED BY THE CCM)
Right to prompt, qualified care
Patients have the right to prompt, attentive and quality care, respecting their
dignity and religious beliefs.
APPENDIX
Right to the respect of dignity and privacy
Patients have the right:
• to the confidentiality of data concerning their own personal illness and/
or state of health;
• respect for dignity, privacy and intimacy during medical, nursing,
diagnostic and therapeutic practices;
• to be informed on the processing of their personal and sensitive data.
All hospital staff, whether healthcare staff or otherwise, shall avoid
the disclosure and/or transmission of the data to persons who are not
authorised to process them;
• to maintain their own name in the hospital, to be referred to courteously,
formally and correctly and not by the name of the illness or the bed
number;
• to respect for their own faith and the possibility of requesting and
obtaining religious assistance.
Right to prompt, adequate information
Citizens have the right to receive correct, clear, complete and confidential
information concerning:
• the diagnostic and therapeutic path they undergo,
• the length of treatment,
• the proposed medical procedures,
• the possible risks,alternative treatments.
Moreover, patients have the right to:
• be listened to by the healthcare staff whenever they require clarifications
on their own state of health;
• be appropriately informed, on discharge, of the best convalescence
methods;
• be attended to by qualified staff wearing identification badge indicating
their name and professional qualification.
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Right to avoid unnecessary pain and suffering and the
right to palliative care
All patients have the right to avoid suffering as far as possible, in all stages
of their illness and whatever the cause of their illness.
The patient and the healthcare workers shall not consider pain as an
inevitable condition of the illness or the diagnostic and therapeutic procedures
related to it. The patient and the healthcare workers shall consider pain as
an alarm signal and shall measure and treat the pain. It is the duty of all
healthcare workers, as laid down in Italian Law no. 38/2010, to monitor the
patients’ pain during hospitalisation and treat it using the most appropriate
pharmacological and non-pharmacological tools.
Patients suffering from any incurable disease have the right to receive
palliative care right from the moment of diagnosis of the incurable disease.
Palliative care, and all other specific treatments, aim to ensure the best
possible quality of life for the patient and his/her family and friends.
Right to a serene and dignified death
Patients have the right to:
• choose the place (home, hospital, hospice) where they spend the final
stages of their lives;
• to avoid under all circumstances all forms of futile diagnostic or
therapeutical care, and therapeutic obstinacy;
• a serene and dignified death, appropriately supported by the staff and
by their families.
Right to informed consent
All sick citizens have the right to:
• express their informed consent to any operation or treatment;
• refuse or interrupt any health treatment;
• receive appropriate information on the implications and consequences
63
of the refusal or interruption of the treatment.
Moreover, at any time patients have the right to change their mind over the
consent or dissent expressed previously on an operation or procedure.
Right to respect the rhythms of daily life
Patients have the right to visiting hours that are as long as possible in
order to allow the presence of relatives who may lighten the burden of
hospitalization, compatibly with the needs of the healthcare activities and
the other patients.
Right to acces
All citizens have the right to access the health services needed for their state
of health, with no discrimination of:
• age
• gender
• economic resources
• culture
• religion
• ethnicity
• physical or mental disability.
Right to dignified and comfortable accommodation
Patients have the right to spend their time in hospital environments that
are:
• safe
• hygienically appropriate
• where it is possible to respect personal dignity and privacy;
APPENDIX
• give birth in a serene environment, respecting their own intimacy
• be attended to by competent staff
• give birth in the methods they choose among those available in the
Obstetrics ward
• be accompanied by a person of their choice throughout the labour and
birth and during their stay in hospital after the birth. be assisted during
puerperium (after birth) in the care and feeding of the baby.
Rights of children
Children have the right to have a parent or other person of their choice with
them at all times during their hospital stay. Moreover, children have the right
to:
• play and have fun (in the wards, at the Toy Room in the Paediatric ward
and at the Paediatric ER);
• socialise and have their own life rhythms respected;
• avoid suffering as much as possible, through pain monitoring and
control.
Moreover, patients have the right to receive a diet that is:
• varied
• of good quality
• suited to their state of health
• respectful of their own culture and religion.
Right to make complaints and proposals
Citizens have the right to make complaints, suggestions and useful proposals
aiming for the continual improvement of the quality of the services offered.
Rights of women
Women have the right to:
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DUTIES OF CITIZENS
(DRAFTED BY THE CCM)
Citizens accessing the ASMN-IRCCS have the duty to behave responsibly
and respect and understand the rights of other sick people, and to cooperate
with the staff.
All patients have the duty to inform the healthcare staff of their intention
to cancel any programmed health service appointments and treatments in
order to avoid wasting time and resources.
Citizens are bound to respect the facilities, equipment and furnishings in the
hospital/health care facility, which are considered the assets of all citizens
and therefore their own.
All citizens have the duty to respect the visiting hours established by each
Operating Unit, in order to allow normal care and therapeutic activities to be
performed and to allow the patients to rest. Moreover, they should avoid all
conduct which may constitute a disturbance or discomfort for other patients
(noise, lights, loud radio or TV, mobile phones on during rest times or in
places where their use is forbidden, etc.).
It is strictly forbidden to smoke. Compliance with this provision:
• is required by law,
• is an act of respect towards other
• helps to maintain a healthy environment for everyone.
Citizens shall respect the organisation and the times laid down by the hospital.
Healthcare services requested outside of the set hours or improperly lead to
disservice for all users.
Citizens have the right to be correctly informed on the organisation of the
hospital, but also have the duty to request information at the appropriate
times and places.
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APPENDIX
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