Healthcare Patient Guide - villabiancatrento.it patient guide.pdf · HealthCare Patient Guide...

Clinic hospital Villa Bianca

HealthCare Patient Guide

Clinic Hospital Villa Bianca

Via Piave 78 - Trento (TN)


Dear User,

the HealthCare Patient Guide of the clinic hospital Villa

Bianca shows the services offered by our hospital.

This document is intended to guide you

in the choice of the most appropriate health services to your

needs and expectations.

The aim is also to involve structure in order to establish a

dialogue and a comparison constant for a service that is

constantly evolving.

We invite you to make suggestions, comments and

recommendations, by filling in the questionnaire given to the

patients or through what is available in the waiting rooms of

the clinic hospital.

Your contribution will allow us to continually improve the

proposed services and user satisfaction, objective towards

which every day converge the efforts of all clinic hospital.

Thank you for your valuable assistance.

The Management

CONTENTS



Presentation 4 How to rech us 6 Mission 7 Our team 8 Activity data 9 Comfort 9

The health department Organization 13 Operating unit of cardiology and general medicine 13 Operating unit of surgery 15 Service of anaesthesia and intensive care 17 Imaging 17 Magnetic resonance 20 Laboratory of chemical and microbiological analysis 21 Outpatient services 22

Hospitalization Hospitalization 31 Outpatient services 35 Information points 36

The Quality system Indicators 38 Safety 40 Participation 40 Questionnaire 41 Results of questionnaires 2016 42

Clinic hospital Villa Bianca PRESENTATION

The clinic hospital Villa Bianca, founded in 1957, is an hospital

accredited by the National Health Service.

It carries out activities of diagnosis and treatment, and offers

services in inpatient, day surgery, outpatient surgery,

diagnostic activities and performance of multi-specialist

outpatient care for the following functions:

Internal Medicine Cardiology Cardiorespiratory Fisiopathology

Imaging

Gynecology Ophthalmology Vascular Surgery

Pain Therapy Neurology Orthopedy

The surgical department has two operating rooms newly

renovated, equipped with the most modern equipments and an

outpatient surgical protected practice where are performed

minor surgical services in different specialties.


Villa Bianca also has:

− Polispecialistic practice

− Biomedical imaging

− Laboratory for chemical and clinical analysis


HOW TO REACH US

For those coming from the highway, both north and south,

take the Trento Sud exit and then take the ring road to the

north to the overpass Ravine. Follow Sanseverino street to

Veneto street. On top of Veneto street turn left and after 100

meters turn right into Via Piave.


MISSION

The aim of Villa Bianca is the search for humanization of

healthcare and the provision of quality standards of

excellence. The guidelines that the structure has set are:

- Respect: every citizen must be seen and treated with

kindness, courtesy and attention in his dignity and in the

respect of the person

- Right of Choice: the patients have a right to choose

between those who provide the service

-Participation: the patients have the right to present

complaints, requests, comments, to access information and

to make suggestions to improve the service; for this purpose

there is a satisfaction questionnaire for the users

- Continuity: the delivery of the service is to be provided

with continuity and uninterrupted

− Quality: diagnostic and therapeutic activities are entrusted

to excellent doctors and advanced technological equipments

− Privacy: welcome, care and treatment in a private

sourronding


− Comfort of the rooms

− Welcome and Listening to the patient and their family

− Fairness and Equality: The services and benefits are

provided in accordance with the same rules for everyone,

regardless of age, sex, language, religion, social status,

political opinions, health.

OUR TEAM

The team of Villa Bianca is composed of specialized and

experienced healthcare professionals in their respective

fields of activity.

The staff personnel takes care of administrative and

organizational functions.

The medical staff is composed of nine doctors and eleven

medical consultants.

The non-medical healthcare professionals consists of:

− Nursing Coordinator

− Nurses

− O.s.s.


− Auxiliary: carry out support activities for the nursing

care

− Specialists: experienced operators in the performance of

instrumental tests (radiology, laboratory,

physiotherapy)

− Biologists: Staff responsible for laboratory analysis

ACTIVITY DATA

During the year 2016 were admitted 2855 patients of whom

853 were from outside the province, for a mean duration of

hospitalization of three days. The surgical procedures

performed in our operating rooms have been 2477.

Investment in diagnostic equipment and building renovation

exceeded € 1.250.000 per year.

COMFORT

The attention to comfort at Villa Bianca is followed and

organized as follows:

> WELCOME PATIENT


The staff at the reception and information service provides

the necessary information to correctly route the patient.

> SERVICES AVAILABLE

There are: machines for hot and cold beverages, public

telephones with card, public toilets.

> HOTEL SERVICES

The patient rooms are one or two beds, all with private

bathroom (with linen), telephone, television with VCR in

most rooms, air conditioning, hands-free calling system

(intercom).

Guests can make and receive outside calls directly from their

room.

> CATERING SERVICE

Consistent with the medical indications, patients at Villa

Bianca can choose meals from a varied menu daily. Meals

are served in the room, using porcelain tableware, glasses


and cutlery steel. There is a dietitian who intervenes if

necessary in the formulation of specific diets for hospitalized

patients.

Also the family of the patients can take advantage of in-room

dining by reservation with fee.

> ADDITIONAL SERVICES

At the time of booking of admission, the patients could

choose the service of first or second class, having in this case,

a differential treatment.

> RELIGIOUS SERVICE

In respect of all religious faiths, Villa Bianca guarantees the

freedom of worship in the structure.

For patients of the Catholic faith, the Chapel is located in the

basement. Each patient may request the personal religious

support by the priest in charge of the Curia for the service at

Villa Bianca.


Patients from other religions can apply to the nursing

coordinator to receive information about.

> VISITS OF RELATIVES

Access to the departments is allowed during the day in two

time slots (11:00 - 13:00 / 16:00 - 20:00) with free entry from the

main entrance.

For the night-time care, subject to individual authorization

from the medical Director, the access is from the secondary

door of Piave street.

The discussion with the doctors is after 11 for cardiological unit

and from 17 to 18 for chirurgic unit.

PARTICIPATION OF PATIENTS AND VISITORS TO THE

COMFORT OF THE STRUCTURE

We encourage patients and visitors to:

− off cigarettes in the ashtray located outside of the hospital,

before entering


− Refrain from smoking inside the clinic hospital

− Do not place objects, food or other on the windowsills, for

safety reasons

− Observe visiting hours and exit the rooms during medical

examination and in the case of nursing care

− Keep a respectful behavior towards patients and operators

− Do not crowd the room during meal times

− Do not fill the empty beds

− Moderating the voice volume and the volume of TV sets,

radios and phones.

ORGANIZATION

The health department is organized into two operating units

each of which comprises medical or surgical department and

support services.

OPERATING UNIT OF CARDIOLOGY AND GENERAL

MEDICINE

All the diseases of internal medicine are treated in this unit

with particular attention to cardiovascular diseases, and

arrhythmias.


The Unit consists of a field of Cardio-Respiratory and

Vascular Pathophysiology and Center for the Diagnosis and

Treatment of Arrhythmias and takes care of cardiovascular

diseases with particular reference to ischemic heart disease,

cardiomyopathy, heart failure, arterial hypertension, arterial

and vascular disease peripheral arrhythmias.

The members of the medical team carried out regular meetings

in order to optimize patient care by analyzing case studies,

organizational aspects, new care needs, opportunities arising

from scientific research and from the development of new

diagnostic equipment and treatment available.

The unit uses non-invasive methods and procedures, such as:

− color Doppler echocardiography

− ultrasound of the arteries and veins

− equipment for control and programming peace – makers

− biphasic defibrillator automatic

− electrocardiogram Holter and pressure Holter (continuous

monitoring of heart rate and blood pressure of the patient for

24 hours)

− Test ergometer (exercise electrocardiogram)


− Cardiopulmonary testing and functional evaluation of the

respiratory system

− Study of ventricular late potentials activation

− Studio T-wave (TWA)

− Tilt test for the study of neuromediate vaso-vagal syndrome

The unit of GENERAL MEDICINE treats all major medical

diseases with particular regard to respiratory and allergic

pathology.

Support activities:

− physiotherapy

− diagnostic imaging

− laboratory analysis

OPERATING UNIT OF SURGERY

The unit operates in all surgical diseases with particular

reference to those of the musculoskeletal system and the

peripheral nervous system.

Includes the specialties of:


− Orthopaedic Surgery

− Gynaecological Surgery

− Eye Surgery

− Vascular Surgery

− Maxillofacial Surgery

− Dermatologic Surgery

− Urologic Surgery

− Pain

These activities are carried out in coordination with external

consultants.

The patients receive information about their health status

during the medical examination at the entrance in the clinic

hospital, each day during the tour visit made by the

responsible doctor, at the time of discharge and at any other

time is desired by the patient.


SERVICE OF ANAESTHESIA AND INTENSIVE CARE

The service is dedicated to the anesthetic activities for all

surgical specialties: the doctors, all specialized in Anaesthesia

and Intensive Care, follow the clinical course of the patient

before, during and after surgery.

IMAGING

It includes radiology, ultrasound and magnetic resonance.

RADIOLOGY

The service is equipped with technical equipment for the

execution of traditional and contrastographic radiological

examinations.

The Service is accredited with the Provincial Health Services

and, therefore, apply the same tariff conditions, the same

ticket and the same exemptions of the Public.

Average reporting time is 1 day.


ULTRASOUND

The service uses two medical ultrasonography with multiple

probes for abdominal ultrasound internal medicine, high

frequency soft tissue and surface and two probes for

intracavitary gynecological and urological exams. The

ultrasonography have the ecocolor and power Doppler module

and software for elastosonografia for breast imaging. In the

service of ultrasound are also performed surveys such as

interventional ultrasound needle aspirates, needle biopsies,

alcolizzazioni and positioning of drainage under ultrasound

guidance.

The Service is accredited with the Provincial Health Services

and, therefore, apply the same tariff conditions, the same ticket

and the same exemptions of the Public.

Average reporting time is 1 day.

TAC

Section TAC of the Clinic Villa Bianca is active on Monday,

Wednesday and Friday on direct reservation.


The exams are performed with equipment Siemens Emotion 16

and studies must be conducted in Solvency.

The Radiology technicians perform the test as medical

prescription and then the Radiologist will evaluate the images

and give its opinion on the diagnostic disease possibly

emerged.

You can make:

- TC SKULL AND BRAIN

- TC SOLID AND FACIAL SINUSES

- TC EAR

- TC SCAN WITH DENTAL RECONSTRUCTION MPR and

3D

- TC JOINT SHOULDER, ELBOW, FOOT, ANKLE, WRIST,

HAND AND KNEE

- TC WITH PROTOCOL FOR INSTABILITY Lyons' patellar

- TC CERVICAL SPINE

- TC SPINE SPINE

- TC SPINE LUMBOSACRAL

- TC BASIN AND JOINTS SACRED-ILIAC


- TC JOINTS coxofemoral

- TC CHEST

- TC CHEST WITH STUDIO HIGH RESOLUTION FOR THE

LUNG

- TC ABDOMEN AND PELVIS

- TC SHOULDER

- TC SHOULDER WITH CONTRAST intraarticular by:

ARTRO-TC

The Head of the Radiology Service is available for any further

medical patients on medical reports and examinations.

MAGNETIC RESONANCE

Villa Bianca is equipped with a Philips 1.5 Tesla high magnetic

field for carrying out the examinations of Magnetic Resonance

Imaging (MRI).

Magnetic resonance imaging is the most modern existing

technology for diagnostic tests to spine and joints.

The test is not invasive and is absolutely harmless because

they are not emitted radiation.


Bookings can be made, subject to medical prescription, for

patients of the health service by calling the CUP or by calling

directly our booking office.

If the patient can not occur scheduled appointment, please

inform us promptly so as to allow the takeover of other

patients on the waiting list.

Average reporting time is 4 days.

LABORATORY OF CHEMICAL AND MICROBIOLOGICAL

ANALYSIS

The laboratory performs tests in clinical chemistry,

hematology, coagulation, immunology, endocrinology and

microbiological investigations.

It’s possible to request specific profiles for the monitoring of

renal function, liver, lipid and carbohydrate structure.

The laboratory performs quality checks, both internal and

external, daily and periodicaly in order to ensure a high

quality of reports and engages in a continuous updating of

the analytical methodologies, managerial and technological

aimed at a constant improvement in service provision.


All not perishable samples are stored at +4 ° C for 5 days so

as to be able to perform further analysis if requested by the

doctors without having to perform a new sampling.

The access is free, without any reservation, and waiting

times vary on average from 10 to 15 minutes. The Head of

the Laboratory is available for specific needs of the patient

about the time of sampling and the timing of reporting.

OUTPATIENT SERVICES

The polispecialistic practice integrates the complete set of

health benefits provided by the clinic hospital.

The polispecialistic practice are available for both inpatients

and outpatients.

The following benefits are offered:


Allergology Nephrology

Angiology * Neurology

Cardioaritmology Neurosurgery

Cardiology * Ophthalmology *

General Surgery * Orthopaedics *

Dermatology Otolaryngology

Imaging * Pain therapy

Echocardiography * Pulmonology

Haematology Urology *

Endocrinology

Gynaecology

Internal Medicin

* The fields marked with an asterisk are accredited with the

Provincial Health Services and are therefore subject to the same

tariff conditions, the same ticket and the same exemptions of

the Public.

The practices are open from 08:00 to 19:00 from Monday to

Saturday.


The employees of the booking offices book the following

specialist visits:

− cardiology: SSN and private practice (+ SSN CUP)

− general surgery: private practice (+ SSN CUP)

− gynecology: private practice

− neurology: private practice

− ophthalmology: private practice (+ SSN CUP)

− orthopaedics: SSN and private practice (+ SSN CUP)

− dermatology: private practice

− otolaryngology: private practice

− endocrinology: private practice

− hematology: private practice

− allergology: private practice

− pulmonology: private practice, spirometry also with

the SSN

− urology: SSN and private practice

− angiology: SSN and private practice (+ SSN CUP)

− nephrology: private practice

− neurosurgery: private practice


And the following instrumental examinations:

− ultrasound: SSN and private practice (+ SSN CUP)

− Rx: SSN and private practice (+ SSN CUP)

− RMN: SSN and private practice (+ SSN CUP)

− TAC: private practice

THE CARDIOLOGICAL EXAMINATION

The cardiological practice works from Monday to Friday

(Saturday and Sunday only apply cardiac holter). Doctors

in service are: Prof. Furlanello, Dr. Stefenelli, Dr. Cioffi, Dr.

Russo, Dr. Selmi, Dr. Dal Piaz. The tests carried out

concerning cardiological visit with electrocardiogram,

echocardiogram color Doppler, cardiac holter, pressure

holter, stress echocardiography and stress testing with

cicloergometer.

THE GENERAL SURGERY EXAMINATION

Performing surgical visits usually in the day on Tuesday.

The doctor who performs this task is Prof. Eccher.


THE GYNAECOLOGICAL EXAMINATION

The practice is open on Saturday. The doctor involved in

this activity is Dr. Marchesoni.

THE NEUROLOGICAL EXAMINATION

The visits are carried out by Dr. Pizzedaz on Tuesday, Dr.

Cerasa on Wednesday and Friday and Dr. Boninsegna on

Friday.

THE OPHTHALMOLOGY EXAMINATION

The practice is open on Monday, Thursday and Friday. The

specialist is Dr. Mahmudy.

THE ORTHOPEDICS EXAMINATION

The service is open from Monday to Friday. The doctors

involved are: Dr. Marangon (foot orthopedics), Dr. Donadelli

(hand orthopedics), Dr. Piccioni and Dr. Mori (spine

orthopedics), Dr. Hofer (hip and foot orthopedics), Dr.


Sembenini (shoulder and knees orthopedics), Dr. Villaminar

and Dr. Comisso (spine orthopedics), Dr. Amato (shoulder

and knees orthopedics), Dr. Cescatti and Dr. Malavolta

(shoulder and knees orthopedics), Dr. Malaguti (shoulder and

knees orthopedics and foot), Dr. Weifner, Dr. Volgger and Dr. Di

Gallo (hip and knees orthopedics), Dr. Moratelli (shoulder and

knees orthopedics) and Dr. Tessari (knees orthopedics and

spine micro-invasive surgery).

THE DERMATOLOGICAL EXAMINATION

The practice is open from Monday to Thursday. The doctor

involved is Dr. Zumiani (he also performs outpatient

surgery).

THE ALLERGOLOGICAL EXAMINATION

The visits, including prick-tests, are performed on Monday

and Wednesday from Dr. Motta.


THE PULMONARY EXAMINATION

The visits are made on Friday by Dr. Dal Piaz and Monday

and Wednesday from Dr. Motta. Any spirometry or SSN

cardiorespiratory exercise testing are performed by Dr. Dal

Piaz.

THE OTOLARYNGOLOGY EXAMINATION

The practice is open on Tuesday and Friday. The specialist,

Dr. Vidi, performs otolaryngologist visits, ear washes,

audiometric and impedenziometric tests.

THE UROLOGY EXAMINATION

The practice is open on Wednesday with Dr. Failoni, on

Thursday with Dr. Menichelli and on Wednesday with Dr.

Graffer.


THE ANGIOLOGICAL EXAMINATION

The practice is open from Monday to Friday. The doctors

involved are Dr. Russo (for angiological visits, sclerosing ,

Color Doppler ultrasound of the lower, upper and peripheral

limbs and TSA) and Dr. Sorges (for angiological visits, Color

Doppler ultrasound of the lower and upper limbs and

sclerosing).

THE NEPHROLOGICAL EXAMINATION

This activity takes place on Monday and Wednesday by Dr.

Frizzi.

THE ENDOCRINOLOGICAL EXAMINATION

The visits are carried out on Thursday by Dr. Fiorentini.

THE NEUROSURGICAL EXAMINATION

The visits are made on Friday by Dr. Vitale.

THE PAIN THERAPY

The visits are made on Thursday by Dr. Adilardi.


INSTRUMENTAL TESTS

- ULTRASOUND AND RX: the practice of ultrasound scans

and x-rays carries out the activity from Monday to Friday.

- RMN: the practice is open from Monday to Friday.

- TAC: the practice is open on Tuesday and Thursday.


HOSPITALIZATION

Villa Bianca provides health services in the following ways:

− Ordinary admission: for acute illness and in need of medical

assistance and nursing observations.

− Day surgery: limited to the hours of the day, under local,

loco-regional or general anesthesia or to perform diagnostic

and / or therapeutic invasive and seminvasive surgery.

− Ambulatory assistance: it may eventually provide minor

surgical or diagnostic and/or therapeutic procedures without

hospitalization and without the need for post-operative

observation.

To Reservations - Acceptance Admissions you can make your

booking by phone or by person.

The desk is open from Monday to Friday from 07:30 to 12:00

and from 15:00 to 18:00.

Villa Bianca provides facilitated routes for the execution of

outpatient and diagnostic procedures closely related to

hospitalization.


The reports are inserted to patient’s medical records allowing

the patient, in the case of surgery, to enter the structure the

day before the surgery.

Required Documentation

For hospitalization are required:

− the prescription written from your doctor with an access

sheet to the hospital with the indication of the diagnosis for

which it was required hospitalization

− health card

− identity card

− the tax code

The patients on admission should bring in any health records

relating to admissions and the list of medicine regularly

taken.

Information useful for hospitalization

We recommend the patient to carry clothing and items

needed for the personal care and hygiene, in particular:


− pajamas or nightgown if possible in natural fibers (wool or

cotton)

− dressing gown and slippers (you can, if preferred, wearing

a tracksuit)

− toiletry items

The Booking Office - Acceptance and Admissions is available

for further information.

Types of treatment

In Accreditation

(In agreement with the National Health Service)

The patient in accordance with the National Health Service

enjoys free use of all diagnostic and therapeutic services.

Villa Bianca offers a treatment of first and second class which

provides rooms with one or two beds, private bathroom with

laundry, telephone, internet access, television, air

conditioning, hands-free calling system (intercom); in which

case it is charged a daily.


By payment

The services are billed directly to the patient or to

institutions, insurance companies or mutual societies in

which the patient is insured or agreement.

Discharge

The morning of the discharge is given by the medical

department, the letter of resignation addressed to the doctor

and giving guidance and information on hospitalization and

care post discharge. In special cases, especially when are

pending laboratory tests that take a long time, the letter will

be sent home after discharge.

The patient may request a copy of the medical record to the

Admissions Office that could send it by mail or deliver to the

patient within 20 days from the date of request.


OUTPATIENT SERVICES

The patient could access to outpatient services with the

request of the general practitioner, of a medical specialist or

by himself.

The booking could be made by phone or directly at the office

Reservation-Acceptance (tel. 0461-916000). For the accredited

services is also available the Reservations Centre (CUP tel.

848816816) managed by the Provincial Health Services which

is also connected with our Clinic hospital.

The exception is the laboratory of analysis, it is not necessary

to book and just come in acceptance from Monday to Friday

from 08:00 to 10:00.

Picking up results: the switchboard (first floor) from Monday

to Sunday from 07:30 to 20:00.


INFORMATION POINTS

Reception

Mezzanine daily 7:15 to 20:00

Tel. 0461/916000

Information about:

− phone numbers of internal

− room number of patients

− hotels, restaurants, taxi, airport, railway timetables

− internal services

− withdrawal reports

Bookings and hospitalization

Mezzanine

Monday to Friday 07:30 to 12:00, 15:00 to 18:00

tel. 0461/916000

Information about:

− mode of admission

− estimates for hospitalization

− methods of reimbursement and payment

− availability internal doctors and consultants


− invoicing

− release medical records

Booking for outpatient services

Ground floor and fourth floor Monday to Friday 07:30 to 13:00

14:00 to 17:30 Tel. 0461/916000

The patient could book the outpatient services by phone

(from 09:00 to 12:00 / 15:00 to 18:00) or directly at the desk

(from 07:30 – 18:00).

Information about:

− booking medical examinations

− outpatient services

− availability internal doctors and consultants

− invoicing

− withdrawal reports

For healthcare information the patient should contact the

doctors, whose office hours are provided by the nurses and

by the reception. The health information is not provided by

telephone in accordance with the privacy.


INDICATORS

Villa Bianca provides the following specific quality

standards:

Documentation

services

At the entrance is distributed the

HealthCare Patient Guide

Safety information

In each room are posted the plans and

specifications behavioral instructions to

follow in case of emergency

Identification of

operators

Any healthcare workers is identified by

name and job

Document to the

treating doctor

Upon discharge a letter is given to the

patient signed by the medical department,

addressed to the doctor, containing

explanations and information on the type

of hospitalization, therapies and

treatments after discharge

Quality standards

In the waiting rooms and patient rooms is

available a questionnaire to assess user

satisfaction


Times distribution of

meals

7:45-8:00 11:30-12:00

18:30-18:45

Hours of visiting 11:00 – 13:00

16:00 – 20:00

Cleanliness of the

patient rooms Twice a day

Cleaning of the toilet Twice a day

Comfort in the

patient rooms

telephone, television, air conditioning,

private bathrooms, personal

wardrobe, hands-free calling device,

individual light, under request

newspapers and magazines will be

delivered directly into the room


SAFETY

Villa Bianca is equipped with a fire safety system and CCTV

cameras for the control of the access and critical areas.

To safeguard the proper handling of personal information is

not provided by telephone clinical information on patients.

For reasons of security and confidentiality, access to health

records is allowed the patient or his delegated representative,

under a doctor's supervision.

PARTICIPATION

Compliance with quality standards is ensured by continuous

monitoring of structural factors, welfare and service and

monthly analysis of the valuations provided by users of the

structure.

User participation in the evolution of quality is facilitated by

a satisfaction questionnaire, which allows us to express the

level of appreciation or to report complaints (URP) of any

failure or suggest improvements.


The questionnaire is delivered to the patient during the stay

and collected at the time of discharge.

The reports are particularly useful for defining measures to

improve the service.

The complaint (URP) can be communicated by telephone, by

fax or by ordinary letter sent to the Health Department.

The Health Department will give immediate response to

reports of rapid resolution, in other cases will initiate an

investigation with the heads of operating units and/or

services concerned and provide a response within ten days.

QUESTIONNAIRE

In the waiting rooms of the clinic hospital and during the

hospital stay you will find at your disposal a questionnaire

where you can express an opinion on the service received.

In order to ensure the confidentiality of the information

provided, please feel free to submit the completed

questionnaire in the box on the ground floor at the

switchboard.


Thank you in advance for your response to the questionnaire

and suggestions, opinions, advice, observations you'll want

to share with us.

RESULTS OF QUESTIONNAIRES ANNO 2016


Villa Bianca

The healthcare patient guide is regularly updated.

Last revised: March 2017

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