- 1. Useful Information
- 2. Hospital Admissions
- 3. Reservations For Outpatient Care
- 4. Managing Clinical Risk
- 5. Protection of Privacy
- 6. Humanisation
- 7. Costumer Satisfation Surveys
- 8. Managing Complaints
1. Useful Information
|Patient Visiting Hours||daily
from 07:00 a.m. to 09:00 a.m.
from 12:00 p.m. to 3:00 p.m.
from 6:30 p.m. to 9:00 p.m.
|Ward Doctors Visiting hours||Surgery||Mondays to Saturdays
from 12.00 p.m. to 12.30 p.m.
|Orthopaedics||Mon. Wed. Fri.
from 11.00 a.m. to 12.00 p.m.
|General Medicine||Mondays to Saturdays
from 1.00 p.m. to 2.00 p.m.
|Laboratory Tests||Mondays to Saturdays
from 7.00 a.m. to 9.00 a.m.
|Medical Reports||Mondays to Saturdays
from 9.30 a.m. to 6.30 p.m.
2. Hospital Admissions
Ordinary admissions for non-urgent medical conditions:
Hospital admissions must be arranged and scheduled by phone or in person with Doctors and Heads of individual wards, on weekdays from 1.00 p.m. to 2.00 p.m. Tel. 0534 91099
On admission, patients must bring:
- A referral letter from their treating physician written on the NHS ricettario (regional prescription pad)
- Health insurance card
- Identity document
- Italian Fiscal Code
Admission for surgery:
The dates for admission and surgery must be arranged by telephone or in person with the Head of the Surgical Suite, Mondays to Fridays from 1.00 p.m. to 2.00 p.m. Tel. 0534 91099
Direct access from the Emergency Room, open 24 hours a day.
3. Reservations For Outpatient Care
Patients from the province of Bologna:
Most services may be booked via the CUP 2000 platform (Italy’s medical appointment scheduling service) available at pharmacies in the province of Bologna or by calling the toll-free number 800 88 48 88. Other services may be booked at the Front Office on the ground floor of the Nursing Home, or by calling 0534 91099, Mondays to Saturdays, from 10.00 a.m. to 4.30 p.m.
Patients outside the province and the region:
All services may be booked at the Front Office on the ground floor of the Nursing Home or by calling 0534 91099, Mondays to Saturdays, from 10.00 a.m. to 6.30 p.m.
4. Managing Clinical Risk
A Working Group is active in the Nursing Home with the specific task of monitoring and analysing all potentially dangerous events reported as potential or actual risks. The Working Group implements initiatives and promotes improvement actions aimed at reducing risks and improving healthcare quality standards.
The Working Group works closely with the Hospital Infections Control Committee (CIO) and is also responsible for reporting adverse and sentinel events to designated institutional bodies.
The following improvement measures have been implemented:
- Frequent handwashing and disinfection with alcoholic gel by all health staff. The installation of alcohol gel dispensers in the corridors available to all users, since hand hygiene is an important measure to prevent infections.
- Patient identification wristbands applied to the arm of patients upon admission. These are of paramount importance to avoid identification errors.
- Evaluating the risk of falls and the implementation of measures to prevent falls in the hospital.
- Adoption of a medical surgical safety checklist to prevent errors during surgeries.
- A Single Treatment Card to avoid errors in medical prescriptions and the administration of treatment.
- Assessing the risk of pressure ulcers and sores and adopting of preventive measures. Participation in the "SICHER" regional programme to monitor surgical site infections.
- Adoption of an internal risk management plan to prevent Legionnaires’ disease.
- Adoption of specific therapeutic protocols to prevent Embolism risk.
5. Protection of Privacy
The structure guarantees users the right to privacy in compliance with the "Personal Data Protection Code". All information related to users, both of a sensitive and non-sensitive nature, are collected in compliance with the fundamental principles established by current legislation, ensuring the principles of lawfulness, correctness and confidentiality. The collection, processing and use of data are subject to the written consent of the data subject. Such consent is required during the patient’s entire journey within the structure. The internal information system incorporates in its design security and data protection systems that guarantee data preservation and security. All staff are subject to internal procedures for the protection of Privacy and are fully trained to comply with the law and the processing of sensitive data and information.
The concept of humanisation of healthcare services considers the person as a complex being and pays particular attention to the person’s physical, emotional and psychological wellbeing.
In this respect, Prof. Nobili Nursing Home has identified several areas of intervention in the humanisation of healthcare.
Among the various areas of intervention identified, the following internal improvement actions have been carried out:
- The total elimination of architectural barriers to improve physical accessibility, liveability and comfort, and the maintenance of catering services within the nursing home.
- Improvements in access to information, simplification and transparency, by reducing delivery times of required clinical documentation and medical reports, with the possibility of transmission through electronic means.
- Paying attention to relationships with patients and citizens by adopting information and complaints handling procedures.
- Taking diversity into account by providing personalised meals and diets, and respecting the cultural and religious needs of patients.
- Creation of a new website and the latest edition of the service card, also available in English.
7. Costumer Satisfation Surveys
User involvement and protection plays a significant role in the Nursing Home’s policy. Patients actively participate in the policy by suggesting possible improvements and expressing their opinion on services offered through the compilation of specific questionnaires.
8. Managing Complaints
Special forms are available for users to report complaints and poor customer service.
Complaints may be delivered directly to the head nurse, ward doctors, admissions office or sent via email to the following address: firstname.lastname@example.org The Nursing Home guarantees that each complaint receives an adequate response and undertakes to take the necessary measures to avoid the recurrence of inefficiencies and ensure continuous customer service improvements.