Patient guide Welcome to Inselspital

Transcription

1 Patient guide Welcome to Inselspital 1

2 Table of contents 4 Directions and parking 5 Online patient admission 5 Patient admission at the hospital on day of admission 6 Cost coverage 6 Room category / Insurance class 8 Patient safety: what we need to ask you 9 Rights and obligations 11 Dealing with aggression and violence 12 Quality assurance and research 13 Nursing and medical care 15 Telephone, TV & radio, internet 15 Patient catering services 16 Smoke-free Inselspital 16 Restaurants 18 Visitors 20 Volunteers and mobile kiosk 20 Social and Discharge Counselling Services 20 Post 21 Cash machines 21 Kiosk/«Blumeninsel» florist / Hairdresser 22 Patient Ombudsman s Office 22 Ethics Unit 23 Pastoral care 23 Church services 23 Chapels and prayer rooms 24 Preparation for your discharge 24 Settlement of accounts / Benevolent fund 25 Inselspital mission The final page consists of a tear-out checklist to help you prepare for your stay in our hospital and a map of the Inselspital campus. The date of issue of this edition is shown on the back cover. If the date is more than one year old, please check for the most recent version, which is available online at under «Patients & Visitors» in the navigation bar.

3 Dear Patient We want to make your stay with us as pleasant as possible. Our main goals are ideal medical and nursing care, human sympathy, your satisfaction, and the protection of your dignity, your freedom to make decisions and your personality. The aim of this brochure is to help you and your family prepare for your stay in hospital and to find your way around here. If you have any questions, please do not hesitate to ask a member of the nursing or medical staff. These people can also help you to find the right person to talk to within Inselspital if required. We aim to do our very best. However, should you have any reason for complaint, please contact the hospital management or our Ombudsman s Office. We hope that your stay is as pleasant as possible and wish you all the best. Holger Baumann Chairman of the Board of Management 3

4 Directions and parking To reach us by public transport, please use the trams and buses listed below: Bus no.11: Stops «Inselplatz», «Inselspital» (main entrance), «Holligen» (Anna-Seiler-Haus) Post Bus no. 101: Stop «Inselplatz» Tram no. 7: Stops «Kaufmännischer Verband» and «Loryplatz» Tram no. 8: Stops «Kaufmännischer Verband» and «Loryplatz» 11 P Loryplatz Information/ Admission Bettenhochhaus main entrance Freiburgstrasse, Entrance Frauenklinik Effingerstrasse, Entrance Anna-Seiler-Haus Freiburgstrasse, Entrance Haus 5 Freiburgstrasse INO/Notfall Erwachsene Freiburgstrasse, Entrance Kinderkliniken Freiburgstrasse, Entrance Bus stops for bus + Tram stops for You will find up-to-date information on our website at 4

5 If you come by car, you can park in the Insel-Parking car park (parking fees apply), 800 metres from motorway exit 35 Bern-Forsthaus/lnselspital. The parking fees are listed on under «Directions». There are no long-stay parking bays on the Inselspital campus. A small number of short-stay parking bays are available close to the entrances to departments for dropping off and picking up patients. If you are going to be there for more than 15 minutes, please use the Insel-Parking car park. Online patient admission You can complete all patient admission formalities online using the link: ch. Online admission is available at any time. Please complete this process at least 24 hours before your arrival to allow us sufficient time for processing. You will generally be admitted directly to the clinic/ward on the day of your admission. Patient admission at the hospital on day of admission If you would like to complete your admission formalities at the hospital, please come to the reception areas in the Bettenhochhaus/main entrance, the Frauenklinik, the Anna-Seiler-Haus or the Department of Paediatrics (cf. map page 4). Please allow about 30 minutes to check in on site. 5

6 Cost coverage Cost coverage for patients with Swiss health insurance Please inquire with your insurance provider about restrictions, exclusions or exclusion periods imposed in respect of your cost coverage and inform us about any limitations prior to your admission to the hospital. Inselspital will then apply directly with your insurance provider for cost reimbursement as needed. Any costs not covered by your insurance will be charged in full to you; advance payment is required for planned treatments. Please ask the department treating you for a cost estimate. If you have suffered an accident, please remember to inform your accident insurance and your employer. In the case of a congenital birth defect (Geburtsgebrechen, GG) or an illness recognised by the federal disability insurance (IV), please bring the IV ruling (number) and/or GG number. You are also legally obliged to show your Swiss national insurance card whenever you receive any services. Cost coverage out-of-canton patients Your costs are covered in the general ward if you experience a medical emergency in the Bern region you have supplementary hospital insurance cover or your canton of residence (Kantonsarztamt cantonal physician's office) has approved the assumption of costs. Otherwise the ward office will inform you how you can pay for costs privately (with a cost estimate and advance payment). Cost coverage for all patients without Swiss health insurance The patient management team of the Insel International Center is responsible for all patients without Swiss health insurance, irrespective of type and class of insurance, and for all diplomats. Information in several languages on the services offered by the Insel International Center is available from Room category / Insurance class Wherever possible, you will be allocated a room category appropriate to your insurance cover or based on your personal request. However, we would ask for your understanding in the case of room shortages. In principle, your insurance class applies for the entire duration of your hospital stay. The ward office will inform you about any available options of changing room category («upgrade») or insurance class («Klassenwechsel»). 6

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8 Patient safety: what we need to ask you. To ensure your safety throughout your hospital stay, we have further improved our high safety standards at Inselspital. For example, we repeatedly check information about your identity and about planned procedures or operations by asking you to confirm your personal details or the currently planned measures. This recognised procedure is based on a safety checklist and is recommended by the Swiss Foundation for Patient Safety. Thank you for your support and cooperation. 8

9 Rights and obligations This guide includes information about your most important rights and obligations. This is based, i.a., on The Health Law (GesG, BSG no ) and the Ordinance on Patients Rights (PatV, BSG no ) as well as the Swiss Civil Code (ZGB, SR 210) The text versions of the laws can be downloaded from the internet:: belex or Information on the Federal Transplantation Act is available from: You have rights All measures in diagnosis or treatment require your consent (Art 40 GesG). In emergencies, consent is assumed unless there is information to the contrary (Art 40 Para 2 GesG and Art 379 ZGB). Prior to any measure, the specialist in question will explain to you your state of health, the diagnosis, required measures and procedures involved, purpose, advantages and disadvantages, risks, costs as well as possible treatment alternatives (Information, Art 39 GesG). In case of a future loss of capacity, you can specify in advance the nature of treatments you wish to receive or refuse in a particular situation (Advance health care directive, Art 370 ZGB). An advance health care directive is only valid as a written document that has been signed and dated by you. A sample advance health care directive is available free of charge from the Inselspital Ombudsman s Office, telephone +41 (0)

10 The legal representation of those incapable of judging for themselves has to be consulted in accordance with the new adult protection act (Art 377 f. ZGB). This ability to make a sound judgement must be assessed on a case-by-case basis taking all circumstances into account. As far as possible, even a person incapable of making a judgement should be involved in the decision-making. Your treatment is documented in your medical records. The documents are kept for at least ten years. You have the right to view these documents, ask to have them explained, or request a copy (Art 39a GesG). Medical professionals are under an obligation of secrecy towards third parties about anything they are told by a patient in the course of treatment and anything they may observe in this context (professional secrecy, obligation of secrecy, Art 27 GesG). In accordance with Art 8 of the Transplantation Act, tissue and organs are only removed if: the patient had agreed to such removal prior to his death or had verifiably nominated a trusted person who consents to such removal (the next of kin are asked whether such a disposition has been made); or there is no such declaration by the deceased and the next of kin agree to a removal (they have to respect the presumed wish of the deceased in their decision). If no next of kin are known or can be contacted, no removal will take place. A post-mortem (Art 35 GesG) is only performed with the express consent of the deceased or, on his behalf, the next of kin or a person close to the deceased. However, an organ can be removed for confirmation of a diagnosis unless the deceased or his next of kin on his behalf have decided differently. Other exceptions are the regulations in criminal proceedings as well as special instructions from the relevant health or social care office for the confirmation of a diagnosis. However, you also have obligations (Art 16 PatV) As far as possible, patients should contribute to the success of their treatment. This includes, in particular: providing the responsible specialists with required information for treatment with regard to measures that have already been implemented or planned complying with house rules being considerate of other patients and staff contributing to clear communication with staff 10

11 Dealing with aggression and violence In their everyday work, Inselspital staff are repeatedly confronted with various forms of violence from patients, their families and visitors. Violence in the workplace has been proven to have a negative impact on the mental and physical well-being of those working there; ultimately, this has a negative impact on their motivation to work and the quality of their work, and thus on the quality of treatment that patients receive. Inselspital has a zero-tolerance policy on aggression and violence. As an Inselspital patient, you must behave in a respectful manner towards others, particularly professional staff and your fellow patients. The same applies to anyone who comes to the hospital with you and to your visitors. We do not tolerate: Threats and/or physical attacks of any kind towards any hospital staff Violence against property Any kind of verbal and/or physical behaviour that is threatening or harmful to other people or the environment Any intention of inflicting pain or injury to others through physical force Any kind of unwanted and unreciprocated behaviour of a sexual nature Any form of racist behaviour. Anyone feeling threatened can call for help on internal extension (external line: +41 (0)31/ ); Fire and threats. Inselspital reserves the right to take legal action against anyone acting in contravention of the above behavioural guidelines. 11

12 Quality assurance and research Inselspital has been tasked with the provision of optimum treatment and care for the public. As a hospital with a cantonal mandate, it is able to provide numerous very different and specialised medical services around the clock. In addition, Inselspital Bern is also a university hospital. This means that our medical services are constantly monitored, modernised and improved, which in turn benefits you. To facilitate our quality assurance measures and to adapt our examinations and treatments to state-of-the-art medical knowledge, medical research is conducted at the university hospital. The insights thus gained are also used in the training of young doctors and the continuing professional education of our staff. We may require your assistance for quality assurance and research. For this reason, you will receive a declaration of consent for biomedical research as well as an accompanying brochure for your information. Inselspital asks for your consent for the use for biomedical research of your biological material and/or your health-related data resulting from your treatment. Strict confidentiality is observed in the evaluation of these data for purely scientific purposes. Your consent is voluntary and can be withdrawn at any time without the need to give reasons. Your decision in this respect has no impact at all on the care you receive in our hospital. We would like to take this opportunity to thank you for your support in the training of young doctors as well as healthcare and nursing professionals, thus ensuring the best possible provision of medical care. 12

13 Nursing and medical care When you are admitted, nursing staff will explain the specialist nursing measures and ward routine, while a doctor will explain tests and treatments. Please do not hesitate to ask questions at any time; you can also make written notes of questions to ask during the daily round. Information to third parties is only passed to your immediate family or next of kin with your permission. Our qualified nursing staff provide training for future nurses as well as medical-technical and medical-therapeutic professionals. Our experienced doctors supervise the practical training of advanced medical students who also examine our patients under professional guidance. In this process, we take the physical and mental condition of each individual patient into account. Prior to any examination, the doctor in charge will inform you in detail about the procedure. Your health insurance does not necessarily pay for all medication and treatments that we consider appropriate. Talk to your doctor about any such services not covered by your health insurance, which we will have to charge you for directly. As part of our research contract, we conduct research projects if these are approved by the Ethics Committee. Patient consent is an essential prerequisite for any such tests and the subsequent evaluation of data. Doctors are obliged to conduct a detailed patient briefing with any patients this applies to. 13

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15 Telephone, TV & radio, internet Upon admission to the hospital, you will be assigned a personal telephone number. This allows you to make chargeable phone calls from your room. Please give this number as your contact number in the hospital. Telephone costs are not covered by your health insurance. Help with using the phone: Ask the switchboard operator (just pick up the receiver) or one of your nurses. Telephone hours in rooms: 07:00 22:00 h (around the clock in single rooms) Mobile phones: It is imperative that mobile phones are not used in restricted zones. Thank you. Internet connection: Please ask one of your nurses for wireless internet access instructions. Radio/TV are free of charge. The instructions and headphones are in your bedside table. Inselspital main switchboard: +41 (0) Telephone charges: You can request these from the main switchboard. There is a moderate administrative surcharge per call. Patient catering services It is very important to us that our patients and those accompanying them are well catered for. Our impressive catering offer consists of delicious, healthy and balanced meals that are freshly prepared each day by our committed kitchen team. Nursing staff and catering assistants will help you select your meals and will make a note of your requests. Our dietitians are happy to assist with questions regarding your diet in hospital and at home. Please talk to your doctor if you would like nutritional counselling. If you have dietary restrictions (kosher, vegan, food allergies, etc.), please contact patient catering before entering the hospital. Tel

16 Smoke-free Inselspital Inselspital is a non-smoking hospital. Smoking is only permitted outdoors in areas with designated cigarette disposal bins. Please dispose of all tobacco products in the the ashtrays provided there. Restaurants The Insel catering services would like to extend a warm welcome to you. The following restaurants are looking forward to your visit: in the foyer of the Bettenhochhaus, Floor A Monday to Friday Saturday and Sunday 07:00 20:00 h 09: h in the Bettenhochhaus, Floor S1, with a roof terrace and beautiful views of the city and the Alps Monday to Friday Saturday and Sunday 08:30 17:30 h closed in the foyer of the Anna-Seiler-Haus Monday to Friday Saturday and Sunday 07:45 17:00 h 11:00 16:00 h in the Wirtschaftsgebäude, Floor G Monday to Friday Saturday and Sunday 06:40 14:00 h 07:30 14:00 h 16

17 in the Department of Paediatrics, Floor U2 Monday to Friday Saturday and Sunday 07:30 16:00 h closed in the Frauenklinik, Floor C Monday to Friday Saturday and Sunday 07:15 18:00 h 11:00 16:00 h in the Bettenhochhaus, Floor F Monday to Friday Saturday and Sunday 14:00 02:00 h 14:00 02:00 h On public holidays, restaurant opening hours may differ from those stated above. There are also a number of vending machines with drinks and snacks on the Inselspital campus. 17

18 Visitors Your visitors are very welcome here. It is best that visitors report to the information desk of the department in question on their first visit. We would like to point out that nursing care and treatment always take priority. Please understand that your visitors may have to wait at times. In the interest of your fellow patients, you are kindly requested to limit the number of visitors. If you have several guests, our restaurants and cafés may be more suitable meeting places than your room. Visiting hours Multi-bed rooms Single-bed rooms Frauenklinik - Gynaecology Frauenklinik - Obstetrics 13:00 20:00 h 10:00 21:00 h 10:00 21:00 h 13:00 20:00 h Parents of patients in the Department of Paediatrics may stay with their children around the clock. Intensive care and recovery wards Only immediate family members are admitted. Times can be arranged individually with the nursing staff. For space and hygiene reasons, please do not bring any flowers to the intensive care and recovery wards. 18

19 Visitor s Crèche Monday to Friday h Floor A, Bettenhochhaus (From Spring 2017) Volunteers look after the healthy children of visitors and patients. Use of the crèche is free of charge; no advance booking is required. Overnight stays of family members For up-to-date information on overnight accommodation, please visit Visiting with a dog If at all possible, your visitors should leave their dog at home. If in exceptional cases this is not possible, dogs can be left tied up in one of the specially designated waiting areas at the main entrance to the Bettenhochhaus and the entrance to the Department of Paediatrics. 19

20 Volunteers and mobile kiosk You will come across Inselspital volunteers all over the hospital. Among other things, they offer Patient Care Services in the Bettenhochhaus, help in the crèche (see «Visitors»), and sell snacks, magazines and toiletries from the Insel-Lädeli mobile kiosk in the Bettenhochhaus every Wednesday. Social and Discharge Counselling Services In coordination with your treatment team, we provide confidential counselling on issues pertaining to organisation, finances and social law in connection with your hospital stay and any referral to subsequent institutions. This includes topics such as home help/support, rehabilitation, stay at a spa, registration for a residential home, (re-)integration, etc. Please talk to one of our nurses or contact us directly on: telephone +41 (0) Social counselling office, Frauenklinik and Department of Paediatrics Telephone +41 (0) Post Post is delivered to the departments once a day. Your post will be brought to your room by one of your nurses. Please let family and friends know your address: Inselspital Bern Department First name/surname Floor... CH-3010 Bern You can either post any letters you want to send in one of the letterboxes on each floor or hand them to one of your nurses. Please do not forget to put the appropriate postage and your return address on your letters. 20

21 Cash machines In the entrance area the Bettenhochhaus, there is a Schweizerische Post cash machine and a Berner Kantonalbank ATM. Shop at the main entrance/flowers/hairdresser The following shops can be found in the entrance areas of the Bettenhochhaus: Shop & Take-away Centro Takeaway snacks and everyday necessities. Flower stand (Tel: ) Hairdresser (Tel: or ) Please make an appointment with the hairdressing staff. If you are unable to attend the hairdresser, you can also arrange for a haircut in your room (by prior arrangement). The opening times are listed at 21

22 Patient Ombudsman's Office We recommend that you address any problems immediately with those directly concerned. In addition, our in-house Ombudsman's Office provides professional support to help you find solutions, process complaints, and obtain hospital-related advice; this service is free of charge. Please do not hesitate to contact this office. Telephone +41 (0) , Telefax +41 (0) , Inselspital, Patient Ombudsman's Office, 3010 Bern Ethics Unit Not sure which decision to make? Do you feel that your decision has not been taken seriously? Do you need to make a decision on behalf of someone else and are unsure about what to do? Our Ethics Unit provides free-of-charge support in situations that are difficult in personal or ethical terms. The unit is independent and accommodates the full range of ethical issues. Together with all those concerned, it aims to contribute to decisions that do justice to the matter in hand and the people involved. Telephone +41 (0) or +41 (0)

23 Pastoral care A hospital stay disrupts your everyday life. It could be that questions have now become important to you that you previously had little time to consider, or maybe your illness has given rise to fear and anxiety, or you might be feeling feeling alone in your situation, or perhaps your time in hospital is an opportunity to look for a new direction. The hospital pastoral care team offers support to you and also to your family by talking things through with you, being there for you, and offering prayer and rituals. They do this with respect for your ideological and religious beliefs. You or those close to you can contact the pastoral care team by telling a nurse or doctor that you would like to speak to the team, or by calling the main Inselspital switchboard on +41 (0) and asking for the on-call pastoral care officer. Church services and «zwischenhalt» celebration The pastoral care team at Inselspital offers the following church services on Wednesdays from 1pm to 1.30pm: A service of Holy Communion takes place in the Catholic chapel on the first Wednesday of each month. Ecumenical services are held in one of the chapels on the second and fourth Wednesday of each month. On the third (and fifth) Wednesday of each month, you are invited to attend «zwischen- Halt», a brief celebration in the Tranquility room in the Department of Gynaecology. The services (apart from «zwischenhalt») are broadcast into hospital rooms on radio channel 29. Chapels and prayer rooms Both the Protestant and the Roman-Catholic chapels are located in the northern part of the Inselspital campus. They are open all day. The Roman-Catholic chapel is also accessible during the night from the Bettenhochhaus, Floor B. Please follow the signs. Pedestrian and wheelchair routes are signposted separately. Interdenominational prayer rooms are located on the entrance floors of the Department of Paediatrics (A 227), the Anna-Seiler-Haus (EG 0) and the Frauenklinik (A 101). They are open around the clock and offer a quiet space to pause for a moment, to pray or to meditate. 23

24 Preparation for your discharge In discussion with you, your doctor determines the time of your discharge as well as any follow-up treatment and therapeutic measures. Make a note of any questions you may have prior to this discussion and ask for prescriptions for any medication discussed. Inform your family and arrange to be collected by them or a pick-up service. Sign off with the nursing staff. Settlement of accounts /Benevolent fund We settle accounts for all services delivered to patients with Swiss social insurance directly with their respective insurance provider. If you would like a copy of your invoice, please contact your patient admissions desk. We will invoice you separately for services not covered by your health insurance. Please turn to the back of this guide for the telephone number to call for questions regarding bills and accounts. Inselspital fulfils its role as a central and university hospital as assigned by the Canton of Bern. The numerous bequests that Inselspital is fortunate to receive are of great importance. They enable the hospital to continue to fulfil the purpose of its foundation, which has been unchanged since In addition, the Inselspital administers a number of funds for specific purposes, such as support for patients in financial need or the promotion of scientific research. We are grateful for all contributions. Please call us on +41 (0) for more information. 24

25 Inselspital mission Inselspital is the university hospital of Canton Bern and carries out important public tasks on behalf of the canton. It is managed cost-effectively and enjoys comparatively extensive entrepreneurial freedom. This autonomy is limited by the «Insel contract» between Canton Bern and the Inselspital-Stiftung foundation as well as by the annual service agreement. Canton Bern commissions Inselspital with the highly specialised medical care of the public and with services in research and teaching for the benefit of the University of Bern. It assigns to the hospital important tasks in the initial, continuous and advanced training of health professionals. In return, the canton assumes part of the financing of Inselspital from public funds. 25

26 Your views are important to us Your views help to put improvements into place or preserve what is good. Please ask for the suggestion or comment form in your department. As part of quality development across the entire Inselspital, we conduct quality assessments in cooperation with other hospitals. You may be asked to participate in these assessments during the course of your inpatient treatment or after your discharge by means of a specific, strictly confidential patient satisfaction survey. It goes without saying that your participation is entirely voluntary. No disadvantages will arise for you if you are not interested. The results from these surveys help us to understand your requirements and experiences and to improve the quality of our work. We thank you for your valuable cooperation. 26

27 Important Inselspital telephone numbers Switchboard Patient Management/Admission/ Main information desk Bettenhochhaus Patient Management/Admission/ Information Department of Paediatrics Patient Management/Reception Frauenklinik Patient Management/Out-of-canton patients Patient Management Insel International Center Billing enquiries Main cash desk Lost property Patient Ombudsman's Office To report a theft Please submit any claim reports to your department. Health-Promoting Hospital Member of the Swiss Network, a World Health Organisation (WHO) network. 27

28 Preparing for your hospital stay: your checklist Before your arrival Inform a contact about your hospital stay. Arrange for the post office to hold or redirect your mail. Cancel your newspaper or have it redirected by the publisher. Ask your health insurance provider for confirmation that all costs of your stay will be covered. Follow the online check-in instructions on or return the completed «Wir schenken Ihnen Zeit» form Bring with you for your admission Insurance card/health insurance card/your supplementary insurance policy ID (passport/id card/residence permit) Appointment card/invitation letter from hospital Where applicable: valid federal disability insurance (IV) ruling or accident report Bring with you for your treatment Medication schedule and your medication (in sufficient quantity) Medical IDs: vaccinations, allergies, blood-thinning, pacemaker etc. Your advance health care directive(s) Other medical documents (doctor's reports, medical findings, X-rays, ECG, etc.) Nutrition and diet plan Any mobility aids such as a walking stick or walking frame, or other aids Bring with you for yourself Pyjamas, dressing gown/tracksuit, underwear Slippers/trainers with good support Toiletries Your diary/telephone numbers and addresses Pocket money or bank card for minor purchases in the hospital Limited liability for valuables: Inselspital accepts no liability for the loss, theft or damage of valuables and cash not held in safe-keeping. Please bring only small amounts of money and no jewellery. Places for safe-keeping in exceptional circumstances are: the main cash desk at the main entrance to the Bettenhochhaus and the information desk in the Anna-Seiler-Haus (cash only). Main cash desk opening hours (Entrance 33, Bettenhochhaus, A 108): Monday to Friday: :00 h and 13:00 16:00 h

29 Directions and parking To reach us by public transport, please use the trams and buses listed below: Bus no.11: Stops «Inselplatz», «Inselspital» (main entrance), «Holligen» (Anna-Seiler-Haus) Post Bus no. 101: Stop «Inselplatz» Tram no. 7: Stops «Kaufmännischer Verband» and «Loryplatz» Tram no. 8: Stops «Kaufmännischer Verband» and «Loryplatz» 11 P Loryplatz Information/ Admission Bettenhochhaus main entrance Freiburgstrasse, Entrance Frauenklinik Effingerstrasse, Entrance Anna-Seiler-Haus Freiburgstrasse, Entrance Haus 5 Freiburgstrasse INO/Notfall Erwachsene Freiburgstrasse, Entrance Kinderkliniken Freiburgstrasse, Entrance Bus stops for bus + Tram stops for You will find up-to-date information on our website at

30 Inselspital University Hospital of Bern CH-3010 Bern Tel. +41 (0) ZL-Nr , september _PNP/sj 30