Healthcare Services Charter
We have the pleasure of presenting our “Services Charter
Its goal is to become a practical guide providing responses to the questions that most frequently come to the mind of people who enter a healthcare environment.
From the very beginning, the principle on which we have based the growth of our organization has been to view patients as the core of our activity, trying to make the healthcare world rotate around them, with its rules, the constant changes and all related complexities.
Our work logic is based on the concept of group, collaboration and teamwork, because our ability to achieve the ambitious quality goals that we have set for ourselves depends on ensuring that all components of a process, of which you are an integral part, are fully involved and contribute with their experience to the success of a common objective.
This is why, viewing our Services Charter as a dynamic tool targeted primarily to our patients, we have developed a questionnaire designed to help us understand your opinions, your suggestions and your recommendations, to enable our Charter to always respond in a comprehensive and detailed way to any question you may have.
Hoping you will find this reading useful we offer our best regards
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General Manager
Daniele Schwarz
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Mission and Objectives
Patients and their Doctors are at the core of all hospital activities. This principle is common to all staff members: doctors, nurses, technicians, office workers, managers and operators of all divisions, focused on providing customized, flexible services to ensure the recipients’ complete satisfaction.
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We are committed
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to comparing our results with the expectations of patients, Government entities and
accredited patients’ rights organizations, always focusing on continuously enhancing
our services
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We are committed
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to ensuring and maintaining high standards in terms of quality, effectiveness and
response time.
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We are committed
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to guaranteeing state of the art technology in compliance with international standards
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We are committed
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to making our standards known to the public, to inform citizens, to survey their level of
satisfaction and to promptly correct any dysfunctions that may arise
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We are committed
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to facilitating access to our services and to keep waiting lists within the minimum time
limits established by the Regione Lombardia
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We are committed
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to improving communication processes between operators and patients/families
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We are committed
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to guaranteeing that our professional staff is constantly up to date both technically
and as regards new care services and treatments
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Value Proposition
The right to equality and impartiality:
Everyone has the right to receive the most appropriate care and treatments, without distinction of gender, race, religion, nationality and social status. All patients are treated with the same professionalism.
The right to continuity:
Facility operators must ensure continuity of care and treatment until recovery of a normal state of physical and psychological wellbeing.
The right of choice
In compliance with current legislation:
♦ patients have the right to choose between the various healthcare organizations that deliver the required service across the territory.
♦ patients have the right to be informed about the course of their diagnostic and treatment procedures; they may accept or refuse
the proposals made by doctors, expressing their acceptance by signing the informed consent form.
♦ patients have the right to be given all clarifications about their state of health
Participation right
Patients’ consensual participation in the service performance in compliance with current legislation is guaranteed.Patients may access information possessed within the facility that is relevant to them and may express their opinion, suggest operating enhancements of services by filling out questionnaires that are subsequently analyzed by the hospital organization
The right to effectiveness and efficiency
Operators have technical-scientific, organizational knowledge that is constantly updated by internal and external training and education programs. The goal is to achieve increased effectiveness towards patients, while safeguarding efficiency in the use of resources that are employed on a daily basis
The right to healthcare information
Informed consent
Regulations in force, in addition to the ethics code, require that the doctor inform the patient about the diagnostic procedure to be followed. In particular, to perform procedures requiring surgery, invasive clinical diagnostic tests, blood transfusions and in any event procedures of some complexity, both outpatients and in-patients have to express their consent with certainty and awareness. Formal consent is obtained with the patients’ signature on preprinted forms in use within every department/ambulatory.
Only the acquisition of the signed consent renders the specific medical act legitimate, allowing medical staff members to administer the treatment/procedure. Exceptions to this rule are situations in which a subject, having been examined by the medical staff, is in critical clinical conditions (life-threatening). In such condition acquisition of the consent is not required. The procedure described above does not release the doctor from his/her specific responsibilities regarding the correct performance of the acts that are about to be performed and that were chosen according to “science and conscience”.
Patient responsibilities
Patients are requested to respect:
♦ duties and regulations of being in a common environment, with respect and understanding for sick people.
♦ facilities, equipment and furniture comprising the hospital facility.
♦ visiting hours, in order to avoid disturbing normal healthcare activities
