CUSTOMER SERVICE CHARTER

Transcription

1 CUSTOMER SERVICE CHARTER Dear Sirs, The document which you are reading is our Customer Service charter. The Customer Service Charter serves the purpose of illustrating briefly our organization to help patients to get to know us and make our services more accessible, the patient s stay more pleasurable, rights guaranteed, duties and behavior more clear. We believe in the mission and the duty of assisting the patient with availability and readiness. We believe that this service should be given in a spirit of brothrly solidarity, in the respect of human dignity and the recognition of the patient s rights. This is an important document that allows you to get to know our structure, the services which we provide. The instruments and the means of control which we have prepared to provide a service of excellent quality. MTI provides its own services in accordance with the Basic Principles provided in the DPCM of May 19, 1995; it also refers to internal documents such as: the Quality Manual (MQ), the General operative Instructions and the Joint Commission Standard (JCI). Any clearance or information relative to MTI can be asked for on the phone at the following address: mti@mtitaly.org The objective of such a document is testifying our constant engagement in bettering the quality of the service offered, objective which in order to be reached the patient in person will be of precious help in giving us advice, observations and assessment. I am at your complete disposal for any questions or explanations, The President Dr. Claudio Paccanaro

2 CUSTOMER SERVICE CHARTER Dear Sirs, In welcoming you to our organization, I would like to wish you a relaxing stay. It will be our task to make your stay the most comfortable possible, guaranteeing you an accurate medical and nursing assistance and looking to satisfyin the most adequate way your requests. We invite you to participate actively in the diagnostic and therapeutic process, asking for information to doctors and nurses and sharing with them the choices and objectives decided. The suggestions of our guests are extremely useful to improve global efficiency of our service. Cosimo BRUZZO, International Relations Manager, Medical Tourism Italy.

3 INDEX WHO WE ARE MISSION MTI CODE OF ETHICS MTI BASIC PRINCIPLES MTI Medical Tourism Italy STANDARD SERVICE RIGHTS OF THE PATIENT DUTIES OF THE PATIENT European Charter of Patients' Rights CHECKLIST what to bring with you Useful ROUTE ISO MTI Medical Training Italy USEFUL INFORMATION MTI HOW TO CONTACT MTI

4 1 - WHO WE ARE MTI Medical Tourism Italy is an advanced organization dealing in medical tourism, unique in Italy for: - The hospitalization and treatment in excellent healthcare facilities - Hotel and tourist accommodation for relatives and assistants - Assistance with bureaucratic procedures and visas; - Post operative follow up in excellent wards with teams of doctors and nurses - We are available 24/7 Our clinics touch every aspect of healthcare, with particular regard for: - ONCOLOGY. - CARDIOLOGY. - ORTHOPEDICS - Other rare pathologies and operations such as TRANSPLANTS. This allows us to answer to the most critical healthcare needs of people from all over the world. We started our work with the objective of providing precise and detailed information relative to medical tourism and to answer to the needs of users coming from outside the European Union, that wish to be treated in the Italian healthcare facilities. Our job is to help medical tourism facilitators and hospitals to understand in depth the patient s problems and ameliorate their services to supply the best doctors, in the best hospitals, with the best equipment together with the best medical and scientific answer at the earliest convenience. From the end of World War II to the present day, Italy has invested billions and billions to develop over the years an accessible national health service available to everyone, based on the continuous assessment of efficiency, of the training of the best doctors and research; for this reason Italy has some of the best doctors and surgeons in the world. For this reason Bloomberg Business for the year 2014 has placed Italy in 3rd place for having the most efficient healthcare system (after the city states of Hong Kong and Singapore). Italy is a huge set of hospitals at the service of the public well-being, with a lot of attention to social implications. MTI Medical Tourism Italy has the privilege of supplying a timely answer to patients from all over the world which would like to come to Italy, answering to the need of the patient to have the best doctor, surgeon and facility with its own transfer services, complete, customized and well integrated healthcare services. Being well integrated means becoming part of a cohesive and closely knit team, working on hundreds of operations for decades and being trained for understanding the patient s feelings and way of being. The efficiency of the welcome, the hospitalization and treatment in excellent MTI Medical Tourism Italy healthcare facilities of the Extra-European patients and family is certified in particular:

5 - UNI EN ISO 20121:2008 for the Security of Data and the Welcoming of Extra European Patients Also: - UNI EN ISO 9001:2008 for the Quality Management System - UNI EN ISO 27001:2005 for the Data Security Management System - SA 8000 for Social Accountability. MTI Medical Tourism Italy collaborates also with hospitals that are JCI accredited (Joint Commission international) which make Medical Tourism Italy the perfect healthcare operator to answer to the international patient s needs (extra-eu) in Italy. What do we do and which are our services? MTI Medical Tourism Italy is an organization which operates as a SCIENTIFIC SELECTOR of the facilities and specialists. We work as MEDIATORS between the extra-european patients and the best Italian specialists. We help and we represent the patients, sustaining them from the bureaucratic point of view. We are an organizer - We interpret the present, past and future pains, anxieties, expectations of the patient - We assist with the booking of appointments with the doctors with the most expertise, of the best departments at the best hospitals, before during and after the treatment - Organization of transport/hotel/tour rehab center, accommodation, - Assistance with flights We are a bridge We are a mediator that interacts between the patient and the hospitals. Many patients would like to know the destination, a doctor, a provider of their own interest but many are the factors that could intervene becoming obstacles. - Language barriers - Different time zone - Not knowing who to contact to ask for help We are a sustaining representative - Medical Tourism Italy is essentially a representative of the patient which finds himself in a foreign country in a vulnerable position. - If there are any problems in any part of the procedure, they have to be confronted and immediately solved. We provide for one point of access, service and coordination for international patients and their families. Our services begin before the arrival of the patient and last for the whole duration of the travel. Our team is dedicated to satisfying the high standards in the most complete way and continuously assess the quality of the service. MTI Medical Tourism Italy has access to one of the largest surgical networks and is an expert in complicated surgery cases. Our healthcare service is privileged and focused on results which are quick, convenient, flexible, trustworthy and successful.

6 2 - Mission MTI Did you know? - According to Bloomberg Business, Italy has the most efficient health care system in the world after Hong Kong and Singapore and is one of the top countries in the world for its efficient, outstanding for its excellence and at the same time very affordable healthcare. Italy s excellent and affordable healthcare is the result of strategic government spending in the health care sector since the end of World War II, investing billions and billions in hospitals and universities, building one of the most highly developed and advanced welfare states in the world. - By almost any standard, Italy has one of the best healthcare systems in Europe and the World. The country s public and private healthcare systems are constantly being upgraded new hospitals, new equipment and a continuous improvement of staff training and its fame as a popular tourist destination makes Italy the global healthcare destination of the future. - Medical Tourism Italy is your connection to the best treatments at the most affordable price. Let us show how our service can help you offer a superior quality care at affordable prices. With the safety and security of our fully accredited facilities in a location that feels more of a vacation and a cultural Grand tour rather than a doctor s visit. Our Team - Our team is dedicated to providing personalized attention to patients from the USA, Russia and the Middle East seeking quality care in Italy. - Our patients receive care from the best doctors in Italy, collaborating JCI accredited hospitals; our affiliation with the Medical Tourism Association ensures our compliance with international patient care standards. Our Mission - Our mission is simple: to enable patients, corporations, institutions and insurance companies the opportunity to select affordable, highly personalized, highly efficient, world class medical care in the beautiful country of Italy. Contact us today to learn more about how we can help you offer.

7 3 - CODICE OF ETHICS MTI - MTI Medical Tourism Italy puts the patient at the center of its activities both clinical and research, setting itself the primary objective of respecting the will, the needs and legitimate expectations. The company's activity is aimed at meeting the needs of the health of patients and continuous improvement of the quality of services offered and of the care provided, with the aim of ensuring the well-being of the user and scientific progress. In this respect, MTI Medical Tourism Italy is committed to ensuring that: - All patients are cared for and treated with care and attention respecting their dignity and philosophical beliefs, political and religious; - discriminatory behavior is not put in place, by employees, contract workers and Consultants, that have come about through unequal treatment in service delivery (for example through the improper handling of reservations, the agendas of hospitalization, waiting lists etc.); - The personal information of patients, including those that affect their state of health and potential diagnostic procedures or therapeutic, are treated in compliance with the right to privacy; - Be extended, as far as possible, the spread of this Code, so as to facilitate their understanding by patients and facilitate communication and debate on the issues contained therein. - All employees, contract workers and consultants at MTI Medical Tourism Italy are required to provide patients with clear, simple and comprehensive information on the diagnosis of the disease, the clinical protocols proposed and to all those services that the scientific research and technological innovation makes available. In this way the company guarantees the intake of informed decisions by the patient. The need to obtain the patient's consent to perform a certain treatment is not only a principle enshrined in the constitution, but also an ethical principle in the relationship between user and medical personnel. By signing the consent, the patient decides independently whether or not to undergo medical treatment proposed following the full understanding of the diagnosis, the treatment scope, the possible risks associated with it and possible alternatives. In order to ensure maximum transparency with its customers, therefore, MTI Medical Tourism Italy is committed to: - Guarantee to the patient, or his delegate, the most complete and appropriate information required for diagnosis, prognosis, the prospects and possible alternatives and the diagnostic and therapeutic foreseeable consequences of the choices made;

8 - to not use tools of persuasion, of a scientific or other type, that are misleading and untrue; - Ensure clear disclosure to patients of foreign nationality with the aid of interpreters and mediators with appropriate linguistic skills;- Periodically checking the reports received by the public relations office to analyze any feedback and / or complaints from users. 4 BASIC PRINCIPLES OF MTI MTI Medical Tourism Italy provides its services according to the principles set forth herein; these principles are inspired by national and regional accreditation standards for hospitals, Quality Manual MTI Medical Tourism Italy and the Standards of the Joint Commission International (JCI). JCI is an international organization that deals with the accreditation of health facilities, the definition of standards and the standards of good clinical practice. Appropriateness of care The benefits are paid according to the health needs of the person, respecting the clinical indications for which it has been shown to be effective, the right moment of delivery, the most appropriate methods for providing care compared to the social and health conditions of the patient. Equality and Fairness Every customer of MTI Medical Tourism Italy has the right to receive the assistance and medical treatment most appropriate, regardless of age, sex, race, language, religion and political opinion. The behavior of the operators to the users must be based on criteria of objectivity, justice and impartiality. Humanization MTI Medical Tourism Italy provides services and healthcare services by ensuring a humanization of them. Transparency MTI Medical Tourism Italy agrees to direct its action in respect of transparency, particularly in the way of service delivery, in making explicit the objectives clear, in publicizing the results about the effectiveness and efficiency of services provided.

9 Continuity MTI Medical Tourism Italy ensures the continuity and regularity of care. In the event of a malfunction or interruption of service MTI shall take measures to bring users as little discomfort as possible. Confidentiality The services and the processing of data on the assisted person (acquisition, storage, transmission, destruction) are carried out in absolute respect of confidentiality and in compliance with the laws and regulations in force. The information concerning the person are communicated only to the person concerned or his delegate. The medical staff and administrative staff approach given their actions in respect of professional secrecy and confidentiality of the information they have learned about. Efficiency, effectiveness and quality of services Each operator works to fulfill its primary objective which is the health of the client, so as to produce, with its own technical and scientific knowledge most current, valid outcomes for the health of the same. Participation MTI Medical Tourism Italy guarantees the patient participation through correct information, clear and complete, with the opportunity to express their assessment of the quality of the services provided and to submit complaints or suggestions for improving the service.

10 5 STANDARD OF SERVICE At MTI Medical Tourism Italy the centrality of the patient is a priority and manifests itself not only with the best care but also with accurate information. It is therefore important that patients be aware of their rights, to better evaluate the quality of care received and to know where to find the information they are owed. It is also important that the patient also knows his duties, to enable staff to assist in the best of MTI.

11 6 PATIENT S RIGHTS Physicians and health care providers must ensure a clear, simple, essential, complete and understandable information. Healthcare information and Informed Consent Patients at MTI Medical Tourism Italy are entitled to have information and full and comprehensible directions by the medical staff: on their health etiology, duration and evolution of the disease (where possible) the nature and effects of diagnostic and therapeutic means alternatives of care (If available) Participation in development of the plan on the diagnostic and therapeutic reflections on the disease and treatment status and quality of their life on all therapeutic remedies and assistance existing measures to prevent or quell any states of suffering and pain. Received proper health information the assisted person is entitled to give or withhold their written consent for the analysis and treatment proposals. The doctor, without the consent signed by the person being cared for, can not engage in any activity of diagnosis and treatment, except as provided by law, that is, in situations of necessity and urgency, and when the patient at the time unable to express their will, are in imminent danger of death. Patients have the right: to immediately identify operators who are looking after them to get information from the doctor who took care of them

12 to have clarifications and explanations on aspects of caring nature and the extent of specific skills, the medical treatment provided by the nursing staff and medical technology confidentiality about his state of health, informed the family only with his consent or as required by law to have clear and complete information on clinical trials to participate freely in any trial protocols (only if approved by the Ethics Committee) and to access it just by signing the informed consent. Protection of vulnerable subjects and children Patients have the right: to have adequate care for non self-sufficient subjects to see their rights recognized to be cared for by specially trained medical personnel to freedom from discrimination to have the constant presence of a family member and / or acquaintance if in the pediatric age to have the prolonged presence, where possible, of a family member and / or old acquaintance if socially weak to maintain the social life (for the child-patient) to continue school if it is a long-term care (for the child-patient). Respect for the dignity of the person The customer MTI Medical Tourism Italy, has the right: to see respected by the healthcare facility where it is given, all the rights that correspond to each human being. to be considered as a unified totality of body, mind, spirit defense and honored to see his freedom, responsibility and ethics to have a hospitality and hotel treatment according to levels of quality decent to always be treated with dignity, identified by their own name instead of a number or the name of their disease, requested by the "she" and not with "you" the respect of their physical and spiritual modesty to have the care that everyone else, with the same conditions of need, may receive no sex differences, of culture, of their religious beliefs and their own ethics. Right to a fair processing of personal data

13 The person concerned has the right that he be asked to authorize the disclosure of the shelter and receive the consent form to the processing of sensitive data. Respect of administrative simplification and right of access to the documentation. Patients has the right to submit self-certifications and affidavits, according to current legislation. 7 PATIENT S RIGHTS The patient has the duty to: promptly inform health workers on his intention to surrender, according to his will, to planned care and health services to inform doctors and other health care professionals about anything that might be useful and necessary to better prevention, diagnosis, treatment and care inform about his intention not to authorize the disclosure of admission immediately notifying the renunciation of visit / instrumental performance booked and no later than three days before the event to respect the environment, equipment and furnishings that are inside the Hospital to abide by those rules which allow the proper operation of care therapeutic to respect the ban on smoking, intake of alcohol and use of mobile phones (where indicated) the patient, when accessed in a hospital or at any health facility, expresses a relationship of trust and respect for health personnel, a prerequisite for setting up a proper treatment plan of care.

14 8 EUROPEAN CHARTER OF PATIENTS RIGHTS Presented in Brussels on the 15th November Every individual has the right to a proper service in order to prevent illness. 2. Every individual has the right of access to the health services that his or her health needs require. The health services must guarantee equal access to everyone, without discriminating on the basis of financial resources, place of residence, kind of illness or time of access to services. 3. Every individual has the right to access to all information regarding their state of health, the health services and how to use them, and all that scientific research and technological innovation makes available. 4. Every individual has the right of access to all information that might enable him or her to actively participate in the decisions regarding his or her health; this information is a prerequisite for any procedure and treatment, including the participation in scientific research. 5. Each individual has the right to freely choose from among different treatment procedures and providers on the basis of adequate information. 6. Every individual has the right to the confidentiality of personal information, including information regarding his or her state of health and potential diagnostic or therapeutic procedures, as well as the protection of his or her privacy during the performance of diagnostic exams, specialist visits, and medical/surgical treatments in general. Active Citizenship Network, 2002

15 7. Each individual has the right to receive necessary treatment within a swift and predetermined period of time. This right applies at each phase of the treatment. 8. Each individual has the right of access to high quality health services on the basis of the specification and observance of precise standards. 9. Each individual has the right to be free from harm caused by the poor functioning of health services, medical malpractice and errors, and the right of access to health services and treatments that meet high safety standards. 10. Each individual has the right of access to innovative procedures, including diagnostic procedures, according to international standards and independently of economic or financial considerations. 11. Each individual has the right to avoid as much suffering and pain as possible, in each phase of his or her illness. 12. Each individual has the right to diagnostic or therapeutic programmes tailored as much as possible to his or her personal needs. 13. Each individual has the right to complain whenever he or she has suffered a harm and the right to receive a response or other feedback. 14. Each individual has the right to receive sufficient compensation within a reasonably short time whenever he or she has suffered physical or moral and psychological harm caused by a health service treatment.

16 9 CHECKLIST what to bring with you In order to better organize your hospitalization to provide a short list to remind you of the necessary documentation and a list of personal effects that will be needed, as well as a range of useful information Drugs being intake dosage Clinical documentation Demanding hospitalization, in original, filled out by your doctor Letters of resignation Previous medical records Radiological Other previous exams Administrative documents Identity document or passport valid Tax code or Regional Service Card Health card or Regional Service Card Any insurance policies (only for Private Houses) Personal effects Pajamas Slippers Robe or bed jacket Underwear Toilet staff

17 Material for the care and custody of any prosthesis. Inpatient admissions to hospital Administrative acceptance. On the day of admission, the reception staff provides to complete all the administrative procedures that will take place: from Monday to Friday Hospitalizations For admissions acceptance is carried out at the counters dedicated. For the provision of outpatient surgery acceptance. Reception ward Upon arrival at the Institute you will be welcomed by health workers (nurses and support) which shall provide all the information regarding the stay at the Institute. Rooms The rooms are air conditioned, they have bathrooms and are television, telephone and safe. The Shelter provides a stay in a single room and a sofa bed available companion. It can happen that for reasons of urgency, the patient should be hospitalized in a double room. We remind you that for reasons of hygiene, it is unwise to keep in the room flower pots or plants. TV The TV receives the main national channels, both public and private, and satellite channels. Safe

18 The safe is located inside the cabinet, and instructions for use are in the door of the cabinet itself. We strongly recommend storing in the safe money and documents whenever you will have to remove from the room. The still we recommend that you DO NOT carry excessive amounts of money and valuables. Medicine and food The medicines you will need during recovery will be prescribed and ordered by doctors Hospital where will be admitted our client. Please do not take any medication without the approval of the medical staff of the department as the use of other medicines may interfere with therapy. For the same reasons, to report to the medical and nursing staff when taking drugs, including herbal, homeopathic, supplements prior to hospitalization.it isn't allowed to bring food and drink from home, to in-patients, without the consent of the medical staff and / or the nursing coordinator. Visit to patients Visiting hours to the patients is from 12 am to 20. In order to preserve the rest of the patients, after is not allowed to enter unless authorized by the coordinators of nursing. It allowed the presence at the bedside to no more than two visitors per patient. Access is not permitted for children under twelve years, except in special cases to be agreed with the nursing coordinator. Catering Meal times of patients are as follows: Breakfast: from 07:45 to 08:30 Lunch from 12 am to 13 Dinner: from 19 to 19:45 By mid-afternoon snacks are served if permitted by your doctor or the unit of dietary and clinical nutrition. Meals are served in special thermal trays and prepared specially for

19 the patient based on the type of diet prescribed by the doctor and the unit of dietary and clinical nutrition. Every day an employee of the food service will pass to the room to collect your orders, to be chosen among the various proposals of the menu ISO ROUTE OBJECTIVES AND QUALITY STANDARDS MTI Medical Tourism Italy intends to provide care of the highest quality in a humanising atmosphere of respect for the dignity of the patient. The first guideline is to satisfy the needs of the patient, in accordance with the free choice of doctor, for which the effectiveness and efficiency of the services provided are an ethical and institutional duty. Simplicity clarity and transparency of tariffs and ticket releases before the administrative performance simplified payment method (also with ATM and credit cards) possibility of delivery of reports at home and reprint of examinations on request ability to easily make reports (questionnaires, Public Relations Office). Hospitality, comfort and protection of personal property utmost care and cleanliness of the hotel facilities, outpatient services, hospital stays and waiting rooms the absence of architectural barriers; ease of access clear signage and suitable for information and guidance to users ample parking Total cooling in summer and winter with only pure fresh air without recycling natural or artificial lighting which is designed for different environments and functions hospital room with one / two beds, a bathroom, safe, TV ease of internal routes. Information and privacy Safety identification of patients through the use of bar coded bracelet accurate communication of the diagnostic and therapeutic by the referring physician informed participation of the patient care provided by signing the informed consent procedures

20 right to privacy guaranteed by the methods of transmission and communication of personal information to which patients give their consent in writing. Safety MTI Medical Tourism Italy pays special attention to the physical safety of the guests and visitors, with the preparation of adequate facilities and the correct implementation of preventive measures. Hygiene strict compliance with the hygiene rules more current with the broad use of disposable materials distributed in a number of delivery points. sanitation of environments according to internationally validated protocols microbiological environmental monitoring of areas at risk of infection sanitization of bed rooms with procedures and appropriate methodologies for the promotion of hygiene at the highest level catering service carried out by applying a prevention plan for hygienic food safety based on methodological principles of the international system of MTI Medical Tourism Italy which consists of two basic steps: identification and risk planning and continuous monitoring of critical points in the production process disposal of waste according to applicable regulations. The efficiency of the welcome, the hospitalization and treatment in excellent MTI Medical Tourism Italy healthcare facilities of the Extra-European patients and family is certified in particular: - UNI EN ISO 20121:2008 for the Security of Data and the Welcoming of Extra European Patients Also: - UNI EN ISO 9001:2008 for the Quality Management System - UNI EN ISO 27001:2005 for the Data Security Management System - SA 8000 for Social Accountability.

21 11 MTI Medical Tourism Italy is Partner of University centres of the highest specialization Verona - The Integrated University Hospital of Verona is a benchmark for the entire Veneto region and is recognized as a health care center at the national level for highly specialized activities that take place in different areas of research, service and training. University of Perugia - The University of Perugia has 12 research centers which carry out studies in different scientific fields, 23 inter-university centers with permanent major research projects and three research centers of excellence of international importance. University of Tor Vergata - Rome - The University of Tor Vergata, based in Rome, has 6 faculties, 114 active undergraduate programs, 144 Master's courses, 41 graduate schools, 31 doctoral

22 programs and 28 collaborations with research centers of excellence, some famous in the whole of Europe. 12 USEFUL INFORMATION MTI Italy is the most beautiful country in the world and has the best health care according to Bloomberg. MTI Medical Tourism Italy is the only facilitator scientific hospital in Italy. MTI Medical Tourism Italy holds the contract with 620 public hospitals and 570 private hospitals in Italy. It guarantees the best performance at the best price possible. ONLY MTI Medical Tourism Italy can do it really. YOUR CONNECTION WITH ITALIAN HEALTHCARE our organization helps you find the best healthcare specialists and facilities, creating the crucial link with the doctor or surgeon. THE HIGHEST LEVEL OF ONCOLOGY TREATMENTS Italy is world famous for the most advanced oncology treatments. Medical Tourism Italy helps you in the fight against cancer. MEDICAL TOURISM FACILITATOR we provide for tourist services and personalized medical travels considering your needs, requests and preferences. A medical travel can be the opportunity to discover a beautiful country. YOUR SCIENTIFIC CONSULTANT With interpreters and native language speaking nurses, our organization provides for administrative and bureaucratic assistance.

23 13 CONTACT MTI Il nostro sito internet : This site provides all the information related to MTI Medical Tourism Italy, including those in this document, and you can book visits and tests, see the curricula of medical and download forms. How to contact us 24/7: HEADQUARTERS: Roma : Via Uffici del Vicario 33 T : F : mail : mtitaly.org@gmail.com Mobile: Cosimo BRUZZO British and Italian nationality, International Relations Manager, Medical Travel Italy. Speaks: English, French, Spanish, Italian Mobile : operator of Russian Nationality Scientific Adviser International Relations Department Speaks : Russian, English, Spanish, Italian Mobile : Arabic speaking operator Scientific Adviser International Relations Department Speaks: Arab, English and Italian Skype : Esteroxy1