USEFUL INFORMATION
CUstomer Relations Office (U.R.P.)
The office is located on the ground floor and open to the public as follows: Monday to Friday 9 am to 6 pm.
All users are free to access the URP (tel. 02.24209288) located on the ground floor of the facility.
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URP primary functions
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♦ Receives suggestions, protests and complaints providing immediate
clarification or, if documentation needs to be collected, in the briefest
time possible (max. 30 days)
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♦ Puts the transparency commitment in practice in relation
to administrative activity, documentation access and correct information.
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♦ Surveys patients’ needs and level of satisfaction on a regular basis
and collaborates in adjusting the elements defining the quality of services.
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♦ Is proactive in suggesting adjustments and corrections to promote
a modernization of the facilities, simplified language and updating
the ways of administrative department to interface with patients.
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Complaint procedures
Patients (ambulatory or hospitalized) should refer to the URP if they encounter problems or inefficiencies or if they wish to offer suggestions. Complaints can be presented either verbally or in writing. In any event, the patient can rely on the support of the URP. When a complaint is filed, the URP communicates the name of the inquiry manager to the patient and, if the inquiry requires further investigation or specific information, the timing expected for its conclusion. The office informs the patient as quickly as possible, and in any event within 30 days from the complaint’s filing, about the verifications made, the removal of the encountered irregularities and if a refund can be expected.
Coffee Shop
è situato all’ingresso della struttura.
Orari di apertura:
dal lunedì al venerdì: dalle 7.00 alle ore 19.00
Sabato: dalle 7.00 alle 18.00
Domenica: dalle 7.00 alle 15.00
Smoking
Smoking is absolutely forbidden in all hospital areas according to the law 584/1975 and subsequent additions/amendments (with fines from 27.5 to 275 euros).
We invite you not to smoke for health and security reasons and because we have your well being at heart.
Please note that smoke detectors are installed in all areas of our facilities
Newsstand
It is located in the hospital lobby. Every morning the newspaper vendor goes to all departments selling magazines and papers.
ATM
In operation 24x7.
Telephones
Several pay phones are available throughout the entire facility - prepaid phone cards are on sale at the newsstand. In certain clearly identified areas mobile phones cannot be used as they may interfere with electro-medical equipment.
Religious Service
Religious services, with catholic ritual, are held within the internal chapel on the ground floor. Spiritual assistance is provided to whoever may request it, regardless of their religion.
Transportation
Reception can provide information for public transportation, taxis and ambulance service.
Reception will also reserve local cabs.
Please note
Accessing departments for children under the age of 10 is inadvisable. Children entering the facilities must in any event be accompanied by an adult assuming responsibility.
OBJECTIVES AND QUALITY STANDARDS
The MultiMedica Facility, UNI EN ISO 9001:2000 certified, has the goal of delivering effective, efficient and quality health care.
Semplicity
♦ clear and transparent rates, communicated before procedures on a solvency basis are delivered
♦ direct access to the sample collection point for laboratory tests, with no need to make a booking
♦ simplified payment methods (also with ATM and Credit cards: Visa, Visa Electron. Mastercard, EDC Maestro)
Information and privacy
♦ all staff is easily identified through their ID badges
♦ detailed communication to patients of their diagnostic therapeutic procedure from the doctor of reference
♦ privacy right guaranteed through treatment methodologies and communication of personal data for which
the user release of the consensus for confidential personal data treatment in compliance with (L.D. 196/2003)
Security
♦ MultiMedica’s Surveillance and Security service ensures physical protection to all guests and visitors
of the facility
♦ 24 X7 presence of staff in reception
♦ CC camera surveillance system implemented inside and outside the facility
Hygiene
♦ compliance with the most current hygiene regulations with broad use of disposable material
♦ presence of the CIO (Comitato Infezioni Ospedaliere – Hospital Infection Committee)
♦ sanified environments in compliance with internationally validated protocols
♦ sanified bedrooms’ bed linen with the adoption of procedures and methodologies for adequate
hygiene protection at the highest level
♦ catering service performed with the application of a plan to preventively protect the hygiene and security of food
♦ medical waste management in compliance with current regulatory requirements
♦ waste/garbage recycling
♦ environment controls (water, air) in compliance with regulatory requirements
Fire prevention
♦ adequate fire prevention equipment in place
♦ automatic smoke detection systems throughout the entire hospital facility
♦ fire prevention path
♦ specific identification of security escape routes
♦ evacuation paths protected by automatic emergency lighting systems
♦ department staff training
♦ presence of trained emergency team
Electricity and connected risks
♦ compliant electric system
♦ emergency backup power system (power units and generators)
♦ regular electric security controls of biomedical equipment and electric systems
♦ maintenance service available 5 days a week on call 24 X 7 including holidays
Security plan
♦ a security plan has been designed through careful evaluation of potential risks, in compliance
with current regulations
♦ staff training
Technology system
♦ compliant technology systems
♦ regular mechanical security controls
Procurement
Based on the following principles:
♦ provider Company reference
♦ supplier Company reference
♦ product quality certificate
♦ supplier registered at the chamber of commerce
♦ product evaluation
♦ price-quality ratio
♦ transparency on all purchases
Programmatic Security document
In compliance with LD 196/2003 the following corrective actions have been adopted:
♦ distribution of roles and responsibilities
♦ assets inventory
♦ data risk analysis and related measures to ensure integrity and availability
♦ data restore criteria and methods in case of damage of destruction
♦ security measures adopted for system users
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CS-SG-001-VERS.13 - 06.09
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