All you need to know about your stay Welcome to our hospital.
Dear Patient Dear Visitor Welcome to the Claraspital. You are in the very best of hands with us. We offer you high-quality, holistic medicine and care, with personalised and expert therapy and support tailored to your specific needs, with a culture of open communication. You will most likely be unaccustomed to staying here with us and will probably have questions. The purpose of this brochure is to help you in this regard and familiarise you with the everyday business of the hospital. Even so, it may be that you still have questions in need of answering. If you do, please do not hesitate to contact your nurse or doctor, who will be glad to assist you further. We hope that you feel comfortable here and hope that you will be able to return home soon. Dr Peter Eichenberger Director To facilitate readability, this patient information will only use one gender-specific form where such forms cannot be avoided.
Useful to know Gain a perspective. Visit Directions Visiting hours Visits to the intensive care ward 7 Admissions Provision of information Admission Insurance card/deposit 11 What to bring Medication Valuables 12 Your stay Meals Mealtimes 15 Buffet trolley Meals for visitors Drinks Visitors cafeteria Flower vases 16 Washing personal clothing Radio TV Telephone 17 Mobile phones Internet ClaraPortal Newspapers 18 Smokers room Park Lost property 19
Services Cashpoint Post Fax Physio supplies shop 21 Shop Hairdresser/Podiatric care 22 Support/treatment Consultations with doctors Provision of information Medication Safety 25 Advice/support Dietary and diabetes advice Advice on stoma and wound care Inpatient case management/ social support Pastoral care 27 Religious services 28 Therapy Art therapy 29 Music therapy Psycho-oncology MBSR Physiotherapy 31 Discharge Preparing to be discharged Services outside of the hospital Your opinion counts Ombudsman 33 Patients rights & responsibilities Careful treatment and support Right of complaint Data protection 35 Self-determination Living wills and terminal care 37 Access to medical history Information and education Post-treatment Professional secrecy 38 The patient s obligations 39
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7 Refreshing visits When family, friends and acquaintances stop by. Directions By car From Zurich, Berne, Lucerne: motorway exit Basel Badischer Bahnhof Riehen/Lörrach. From Germany: Motorway exit Basel Ost/Wettstein, Hirzbrunnen/Claraspital. The Claraspital has a car park for patients, visitors and staff. Public transport Take tram lines 2 and 6 as far as the stop Hirzbrunnen/Claraspital or take the No. 34 bus to the stop Im Heimatland. Visiting hours Visiting hours on all wards are 10 a.m. until 8 p.m. each day. Please heed the needs of your fellow patients. If you do not wish to receive visitors, please notify our nursing staff of this. Visits to the intensive care ward Only immediate relatives are permitted to access to the intensive care ward. Please coordinate visits with the nursing staff.
8 Badischer Bahnhof 3 Riehenstrasse Hirzbrunnenallee Kleinriehenstrasse Germany 1 Hirzbrunnenstrasse 5 2 Paracelsusstrasse St. Claraspital Im Heimatland Motorway A3 Zurich, Berne, Lucerne 4 Bäumlihofstrasse 6 1 Claraspital entrance (on foot) 2 Car park entrance/exit 3 Hirzbrunnen/Claraspital stop, tram lines No. 2 and No. 6 4 Im Heimatland stop, bus line No. 34 5 Motorway exits Basel Badischer Bahnhof Riehen/Lörrach 6 Motorway exits Basel Ost/Wettstein/Hirzbrunnen/Claraspital
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11 The ideal admission How to prepare. Provision of information Please direct any questions you may have regarding admissions to: Surgery T +41 61 685 84 79 Medicine T +41 61 685 86 70 Your doctor or nurses can answer questions you may have relating to your disease, examinations or treatment. Admission We look forward to receiving you at the agreed time. Please report to Reception on the ground floor. A patient escort will accompany you to your room from there. Insurance card/deposit Please bring your insurance card upon admission. Please check whether you are adequately insured before admission. If you have no, or inadequate, insurance, a deposit must be paid in Swiss francs upon admission. Services not covered by the health insurance provider must be paid for by the patient. Business hours Monday to Friday 7.15 a.m. 5.00 p.m. Questions regarding deposits T +41 61 685 86 67
12 What to bring Insurance card Pyjamas or nightgown Dressing gown or tracksuit Underwear, handkerchiefs Slippers or trainers with good grip Personal toiletries Personal medication, anticoagulants and pacemaker ID card Blood group card if available Various documents, e.g. diabetes ID card, Port-a-Cath, allergy ID card if available Walking aid if you rely on one Medication During your stay you will receive your medically prescribed medication from the nursing staff. If you already take medication at home, please bring it with the original packaging to the hospital and inform the doctor treating you of this. Valuables We recommend that you leave jewellery and larger amounts of cash at home, because we are unable to assume any liability for the loss or damage of personal effects. A safe is provided in the personal cupboards of the patient rooms.
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15 Useful information about your stay Benefit from our services. Meals In our menu you will find the current meals of the day and the selection of drinks. In addition to a meat dish, the Claraspital also offers a vegetarian dish every day. There is also the option of having a personalised menu put together from various options. The patient s food will generally be prescribed by our doctors on the basis of the patient s specific needs. Please notify the nursing staff upon admission of any foods that you do not like or that you cannot eat due to dietary restrictions/intolerance issues. All inpatients will be assisted by a dietician in putting together their meals (provided that they are able to do so). The dietician will visit each day. In surgery wards 8.00 10.00 a.m. In medical wards 10.00 12.00 a.m. Mealtimes Breakfast Starting at 8.00 a.m. Lunch Starting at 12.00 p.m. Evening meal Starting at 6.00 p.m.
16 Buffet trolley Privately insured patients will be visited each afternoon by a service hostess who will serve you and your visitors coffee, tea, fruit juice, mini-pastries, sandwiches and ice cream free of charge. Service hours Between 1.30 p.m. and 5.00 p.m. If dietary requirements have been prescribed, it is your responsibility to refrain from consuming these foods. Meals for visitors Of course, your relatives may also eat together with you. Simply order an extra meal. This will be billed to you automatically. Drinks Tea and nonsparkling mineral water are available free of charge. We will also be glad to provide you with other drinks from the drinks menu for you and your visitors. Visitors cafeteria Our visitors cafeteria is the ideal meeting point for relatives and visitors. The cafeteria provides hot and cold drinks, cold meals as well as pastries, fruit cakes, biscuits, sandwiches, ice cream and much more. Flower vases Flower vases are available on the ward.
17 Washing personal clothing Privately insured patients have the means to have their personal clothing washed here in the hospital. Please consult our staff in our Domestic Services department, telephone extension 8856. Radio A radio is available for you to use in all rooms. If you are in a double room, we kindly ask that you use headphones out of consideration for your fellow patient. If there are no headphones available in the room, ask the nursing staff for a pair. If you use your own radio, MP3 or CD player, please also use it with headphones. TV A TV is provided in all patient rooms. In double rooms, we kindly ask that you use headphones out of consideration for your fellow patient. Telephone Upon admission to the hospital, you will receive a personal telephone card that shows you your direct extension code and which you can use to make phone calls at any time without the need for cash. This telephone number can be used to reach you directly in your room. You will be billed for outgoing calls. The telephone card has a limit of 200 Swiss francs. Once this has been reached, you will need to pay at Reception to charge up the card in order to be able to make phone calls again. Instructions on how to use your telephone are in your bedside table.
18 Mobile phones The use of mobile phones is not permitted in certain areas of the hospital. This is for reasons of safety, because the frequencies may cause interference in sensitive medical equipment. Please note the signs and follow the instructions of our personnel. Internet The Claraspital provides you with free Internet access. You can use your own laptop or smartphone to use this Internet access, either by cable or wireless (Wi-Fi). Upon admission, you will receive an information sheet that shows you how to use the Internet in the Claraspital and how you can obtain login data by SMS text message. ClaraPortal We provide your doctor with a new and groundbreaking source of information in the form of ClaraPortal. With your consent, this electronic platform enables your doctor to track the progress of your treatment quickly and in real time. Your data is protected at all times. Newspapers Private patients receive a copy of the newspaper Basler Zeitung from Monday through Saturday, and on Sunday a copy of NZZ am Sonntag delivered to their room. Newspapers and usually also magazines are provided in the common rooms. Other newspapers can be bought in the shop.
19 Smokers room Each room in the hospital is fitted with a fire alarm for your and our safety. For this reason, smoking is only permitted in the specially signposted common room on the second floor. Please refrain from smoking on the balconies your fellow patients would appreciate this very much! Due to the risk of fire, please do not light any candles. Park Our park with its old trees is a welcoming place for you and your visitors to go for a walk or relax in the outdoors. The exit is on the ground floor. Please notify the nursing staff if you will be leaving the ward for a longer period of time. Lost property If you lose anything during your stay, please report this to your ward. You can enquire at Reception whether the lost item has been handed in.
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21 Services from head to toe Hairdresser, cashpoints and physio supplies shop everything is available. Cashpoint A cashpoint is available in the entrance lobby. Post A postbox is available in the entrance lobby. A- and B-class stamps for post within Switzerland and certain stamps for other European countries can be bought in packs of 10 at Reception. Post is collected Monday to Friday at 6 p.m. each day, on Sundays and public holidays at 2.30 p.m. Fax If you wish to send a fax, you can have this done at Reception. Any faxes received that are addressed to you will be delivered to you. Physio supplies shop Our physio supplies shop offers you a wide selection of therapeutic aids and walking aids. Business hours Monday to Friday 8.00 a.m. 5.00 p.m.
22 Shop At our shop you can buy newspapers, magazines, books, cards, drinks, confectionery, toiletries and writing implements and pay with cash. On Saturdays, Sundays and public holidays, the German-language news paper Basler Zeitung and Sunday newspapers are available from Reception. Hairdresser/podiatric care From Monday through Friday during the off-peak hours (before 11.00 a.m and after 4.00 p.m.) you can have your hair done in your room or enjoy a medical foot treatment. To schedule an appointment call T +41 61 692 55 22
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25 Attentive care We provide expert, individual treatment. Consultations with doctors Consultations with doctors are held each day. Given that there may be emergencies or scheduled operations, it is not possible to precisely set the time of these. We thank you for your understanding in this matter. Visitors are asked to leave the patient s room during the doctor s consultation. Provision of information The doctor or nursing staff can answer questions you may have relating to your disease, examinations or treatment. Medication During your stay you will receive your medically prescribed medication. When you go home, we are prohibited by law from giving you any medication to take with you (unless in an emergency or in special circumstances). Safety Patient safety is top priority. This is why you receive a patient armband for the duration of your stay. This armband ensures clear and unique personal identification. It is possible that, during your stay, you will be asked several times or repeatedly to confirm your name. This is not because you are unknown, but to ensure your safety, for example in order to prevent mistaken identity when administering medication.
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27 Constant support We advise you whenever you need, however you need. Dietary and diabetes advice For special needs relating to your diet, please refer to the nursing staff or your doctor. They will arrange an appointment for you with the nutritionist or diabetician. Advice on stoma and wound care Our stoma and wound therapists provide care for inpatients and outpatients. Please consult your nursing staff or doctor. Inpatient case management/social support Our inpatient case managers and social support workers will assist and advise you in finding solutions for the time after your stay at the hospital. The doctor will register you with them. Pastoral care Chaplains are available during your hospital stay to address your questions, concerns, doubts and needs. Your interaction may be religious in nature, for example involving prayer or Christian ritual, or of a nonreligious nature. The Roman Catholic and Protestant chaplains at the
28 Claraspital are there for all patients and their family members to talk with, irrespective of belief or religion. They are furthermore pleased to put you in contact with your affiliated parish/congregation. How to contact the chaplains: Catholic pastoral care Internal call: 8502 Protestant pastoral care Internal call: 8501 Religious services We celebrate Catholic Mass each Friday at 4.45 p.m. in the hospital s chapel on the second floor, and relatives of other faiths are welcome to join us. Other services for either religion are specially advertised. Religious services can also be heard over the radio, channel 9.
29 Versatile therapies Comprehensive personal care. Art therapy Design techniques such as painting, photography, working with sound and so on can help to deal with the disease and are offered on the basis of an arrangement between the doctor and patient.
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31 Music therapy Music is emotional and can play a key role in overcoming a severe disease whenever words are missing or misplaced. The Claraspital offers music therapy for inpatients and outpatients. Psycho-oncology The psychological ups and downs that go hand in hand with cancer, the uncertainty of the new situation and the physical strains are often almost impossible to bear for patients. Relatives family, partner and children are also often put under great strain and stress by the disease. In addition to traditional pastoral care, the Claraspital also offers patients with cancer psycho-oncological support. MBSR The purpose of mindfulness-based stress reduction (MBSR) is to encourage mindfulness and thereby reduce the negative stress or suffering. The Claraspital offers MBSR courses for patients, relatives and staff. A portion of the costs for the courses may be covered by some health insurance providers. Physiotherapy With us, you have a broad range of inpatient and outpatient therapies that can be prescribed as needed by your doctor in a modern infrastructure, supported by physiotherapists with a great deal of professional expertise. Please register for outpatient follow-up therapy ahead of time.
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33 Important information about your discharge Looking forward to getting back home soon. Preparing to be discharged Discharges take place before 11 a.m. Treatments, checks and other matters to be aware of following your stay at the hospital will be explained to you by your doctor. We will send you a bill for telephone costs and other expenses. Services outside of the hospital Spitex and other organisations offer a variety of services. Our inpatient case managers and social support workers will be happy to advise you. Your opinion counts If you have any comments or wishes during your stay, please tell the supporting staff. You can also tell us your opinion or your ideas for improvement in the form Your opinion counts, which you will receive upon admission or can complete on our website (www.claraspital.ch). In doing so, you can help us to constantly improve our services. Ombudsman If you are not happy with how your complaint has been handled, the neutral and independent ombudsman of VNS-Spitäler is available to assist you where needed. Ombudsman VNS-Spitäler Ms Regula Diehl, Rümelinsplatz 14, 4001 Basel, T +41 61 269 80 58, kontakt@ombudsstelle-spitaeler.ch, www.ombudsstelle-spitaeler.ch
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35 Rights and responsibilities What you need to know during your stay. Careful treatment and support You have the right to full treatment and support that respects your human dignity and is appropriate to your disease. Right of complaint If you believe that your rights have been violated, you can submit a complaint. The first step is to notify the nursing staff or doctor of this verbally. If necessary, you should then contact the Quality Management team in writing. Data protection Data that we collect and store is only forwarded to third parties (e.g. insurers) with your prior consent. You will be provided with information on how your data is stored and forwarded upon request. If you do not wish for any information to be conveyed regarding your stay, admission or discharge and your subsequent location, please notify Reception of this. The Claraspital developed a Data Production Policy based on federal law and cantonal regulations, governing in detail the storage, transmission, exchange, access and destruction of data.
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37 Self-determination Medical procedures, examinations and treatments will not be performed against your will. Your consent is required for simple and practically riskfree examinations and procedures. If you refuse to follow a suggested medical procedure, this will of course be respected, although you will have to assume responsibility for any resultant consequences. Your participation in student or nursing training may be requested from time to time, although this will not happen without your consent. Living wills and terminal care If your disease is no longer curable and you have the impression that treatments would simply prolong your suffering unnecessarily, please let your doctor know. Providing caring support and assistance in meeting your requests and concerns takes absolute priority for us. Where euthanasia is concerned, we have established the following principles: No life-preserving measures will be taken if doing so would contravene your written (e.g. in a living will) or verbally expressed will ( passive euthanasia ). On request, your suffering can be relieved using any available means, even if the side effects of such means may mean that your life expectancy is shorter as a result ( indirect active euthanasia ). Directly taking measures with the specific aim of ending a life ( direct active euthanasia ) is forbidden by law and not possible within the Claraspital.
38 Access to medical history The medical history contains all main information about your disease and its progression and treatment. You can access documents prepared by the hospital by suitable means. Information and education The doctor will educate you in an understandable fashion about main examinations, treatments or procedures, and the associated risks beforehand or afterwards in the case of emergencies. By providing your signature, you confirm your consent to undergo treatment/the operation. The form specifying that you have been informed will be stored in your file. Post-treatment The Claraspital will notify the doctor that referred you to the hospital and the doctor providing follow-up treatment about your condition and any further necessary measures. Your relatives or other persons providing you with care will be informed of post-discharge care and treatment. Professional secrecy All employees of the hospital are bound by professional secrecy and confidentiality. Third parties will only receive information concerning you with your consent. We will assume, however, that you consent to us notifying your direct relatives and GP.
39 The patient s obligations As the patient, you too have a number of obligations. These include in particular: providing the doctor treating you with full information about previous diseases, examinations and treatments; following the nursing and organisational instructions of the staff; following the instructions in this guide, especially the rules concerning smoking, lighting candles and using mobile phones; acting with consideration for the needs of your fellow patients.
St. Claraspital, Kleinriehenstrasse 30, Postfach, CH-4016 Basel T +41 61 685 85 85, F +41 61 691 95 18, scs@claraspital.ch www.claraspital.ch Englisch, Auflage 500 Exemplare, Mai 2016, St. Claraspital, Basel