Terras de Santa Maria USF

Transcription

1 Terras de Santa Maria USF Document of Quality *

2 Terras de Santa Maria USF Document of quality Terras de Santa Maria Familiar Health Unit (USF) is an updated USF with organizational, functional and technical autonomy that provides personalized health care to the individual and its family. This USF is part of Santa Maria da Feira Health Center and its main objective is to provide primary health care with better accessibility and greater quality. Terras de Santa Maria USF considers each person as the center of its clinical activity, paying attention to personal welfare, autonomy and satisfaction. This document bears the commitment of all this USF professionals on to its users. It pretends to inform about USF services, communication and complaints. MISSION Terras de Santa Maria USF mission is to watch for people s health, to reduce their vulnerability to disease and to decrease their incapacities, cronic suffering and premature death. VISION Terras de Santa Maria USF looks for excellency. Its goal is to become a home of satisfation for its users and staff with effective health gains. VALUES Terras de Santa Maria USF works with ethics, quality, availability, respect, politeness, transparency, responsibility and dedication. MOTTO Together, for your health.

3 Terras de Santa Maria USF has defined commitments which are described below. Commitment of a polite, effective and personalized attendance Here, the users must have the right to be surrounded by a trustful and respectful environment among professionals, patients and their escorts. Commitment of care Terras de Santa Maria USF staff is formed by qualified people which establish health programs that consist on preventing, monitoring and treating medical or nursing appointments, both in the USF and at people s home. USF provides personalized and global care to every registered patient, apart from its age, sex, race, religion and clinical condition. USF undertakes the responsability of promoting awareness between its users with the aim of defending and promoting individual and collective health, always respecting the autonomy of the family, the community and their culture. Commitment of accessibility Terras de Santa Maria USF works every week day from 8am to 8pm and on Saturdays from 9am to 1pm, except for holidays. Appointments booking can be an iniciative of the patient or its family or can be enterprised by the doctor, the nurse or the secretary. Appointments can be booked by telephone, or e-agenda. There are three kinds of available appointments: programmed, opened and at home. This USF makes an every day effort to book appointments within 5 days maximum and assumes the compromise of providing care to acute disease on the same day and to perform appointments at home to every person with physical or psychic disorder that are temporarily or permanently uncapable of moving. Every appointments are performed on time schedule. This service garantees to develop an easy and effective system of appointment cancellation. Terras de Santa Maria USF promises to give knowledge in advance of absence of staff for motives of vacations, formation or disease. This USF has a diary replacement system that pretends to solve every absence by the staff and to ensure minimum services.

4 Commitment of communication Every patient receives a book, the Patient s Guide, that contains information about USF s organization and functionality and some advices about health surveillance. Whenever this guide is updated, the patient will be noticed personally, by or by posted information. Administrative actualizations will be posted in the waiting room or reception. Every kind of information can be find in Terras de Santa Maria USF s web page. Every user can consult USF s activity plan, activity report and satisfaction report. This USF will communicate with its staff any time necessary by telephone or electronic mail. Commitment of solving problems and complaints Patients can express their unpleasantness by writing on the complaints book or by talking directly with the USF s coordinator. Patients also can write down their suggestions and praise on the suggestion box, in the waiting room. Patient s cabinet lies on the 1 st floor of Santa Maria da Feira Health Center (headquarters) on Egas Moniz Street no.7 and is properly advertised in this USF. Terras de Santa Maria USF assumes to analyse every request demanding for a doctor s change and to accept it every time possible. Commitment of health care improvement Terras de Santa Maria USF compromises to provide quality health care wasting the minimum resources possible and creating an environment of security and satisfaction both for patients and professionals. This USF will apply and reveal a plan to monitor satisfaction levels on patients (MoniQuOr). Commitment of respecting patient s rights and duties Every professional working on Terras de Santa Maria USF, including all students on formation period, compromise to fulfill patients rights and duties. Commitment of formation and pre and post-graduation education

5 Terras de Santa Maria USF will elaborate a formation program which is essencial for the improvement of individual skills and consequently for the improvement of care provided to the patients. It will be always communicated to the patients the existence of doctors or nurses on formation period participating on the appointments. It will be given to the patients the right to deny it. This USF will be a privileged place to external professionals and volunteers formation. Terras de Santa Maria USF is willing to share information and knowledge among professionals of this and other health units. This USF promotes investigation, reflexion and self-evaluation about clinical practice.