How To Understand And Use Cds Dril

Transcription

1 SERVICE CHARTER CDS SRL

2 Introduction This service charter aims to provide a brief overview of our organization, to inform users about CDS srl, and to help them understand and access the services we offer. 1. Presentation of the organization and its founding principles 1.1 Who we are CDS Diagnostica Strumentale srl is a significant part of Brescia s private healthcare sector. It was founded in 1992 and is the fruit of the owners desire, as typified by the medical professionalism of its partners, to establish in Brescia a healthcare centre geared to catering to the prevention and diagnostic needs of every individual client. CDS srl is a multispecialist healthcare centre where modernity, completeness and efficiency combine with the indispensable focus on the person, on his/her health and on his/her well-being. From diagnostic imaging to cardiology, from ophthalmology to psychology, from occupational medicine to orthopaedics, all of the various specializations provided are based on essential strengths, which together distinguish CDS s mission. Over the years, the founding partners have continually stressed the importance of occupational health and safety, building a tradition of excellence not only in Brescia but across Lombardy and throughout Italy in the sector of occupational medicine. CDS Diagnostica Strumentale Srl is a medical undertaking that is UNI EN ISO 9001:2008 certified. It is constantly striving to improve the services it offers and to stay at abreast of evolving protocols and technologies. Its focus on organization ensures that the standards achieved are maintained over time. 1.2 Our values The underlying values of CDS srl can be seen in its commitment to the following general ethical principles. Commitment to excellence: it is committed to achieving the very highest quality in every aspect of its work: from the medical examinations performed with care, accuracy and thoroughness by its competent skilled personnel through to relations with its clients in its commercial, administrative and liaison functions.

3 Reliability: it is committed to acting in a professional, proper and credible manner in all its professional activities, services and relations. Continuity: it is committed to creating and maintaining the conditions for ensuring the continuity and standards of its services and to minimizing inconvenience to its clients from any problems caused by circumstances beyond its control. Right to choose: it guarantees full respect of the principle of choice, as expressed by the party concerned and within the limits established by law. Transparency: it undertakes to provide information that is clear, full and transparent in regard to its services. Efficiency, efficacy and cost-effectiveness: it is committed to striving for continual improvement of the quality of its services, adopting procedures appropriate to ensuring the efficiency and efficacy of its activities. The level of performance is guaranteed through the rational use of the resources available and constant monitoring of the quality and quantity of the services and costs. All personnel, at all levels, are committed to avoiding wasting time, resources, money and materials. Non-discrimination and equality: it is committed to abstaining from any form of discrimination in terms of race, ethnic or national origin, sex, age, religion, or political or philosophical opinion. Its services are provided according to rules that are the same for all users. Equality does not mean sameness but rather safeguarding the individuality of every person. Confidentiality: it is committed to safeguarding, also through its own assistants, the data and information of the physical persons and legal entities that come into contact with the organization. CDS fosters these values and requires that all those who work for or represent it respect these principles, ensuring appropriate conduct that respects its regulations and national legislation.

4 2. Services provided 2.1Our professionals The Healthcare Director of CDS srl is Dr. Orazio Russo. CDS s team of physicians is highly qualified and consists of: specialists in occupational medicine, andrology, cardiology, endocrinology, nutritional science and dietetics, otorhinolaryngology (ENT), ophthalmology, orthopaedics, paediatric orthopaedics, neurology, pneumology, radiology, and professional nursing staff. A professional psychologist is also available. 2.2 Health clinic services The clinic provides the following specialist services, the fees for which are detailed in a separate document that is available for consultation. Specialty OTORHINOLARYNGOL OGY (ENT) PAEDIATRIC ORTHOPAEDICS OPHTHALMOLOGY CARDIOLOGY Types of performance - AUDIOMETRY PRIVATE IN PUBLIC STRUCTURE WITH ERG OPHTHALMOLOGICAL FUNDUS OCULI ECHOCARDIOGRAM HOLTER CARDIAC MONITORING ECO COLOUR DOPPLER ECG STRESS TEST Days Medical Specialists Dr. Giacomo Annibale Dr Francesca Casigli Dr. Piercarlo Brunelli Dr. Osvaldo Braga Dr. Paola Danzi Dr. Anna Cancarini Dr. Gaetano Bianchi Dr. Mario Cefis Dr. Franco Pesciatini ULTRASOUND ABDOMINAL ULTRASOUND MUSCLE-TENDON ULTRASOUND PELVIC ULTRASOUND Dr. Giovanni Bordiga

5 THYROID ULTRASOUND DIETETICS ANDROLOGY EPICUTANEOUS TESTING Dr. Mario Cefis Dr. Marco Firmo ORTHOPAEDICS FOR INSURANCE Dr. Giovanni Li Bassi Dr. Pierangelo Fedrigo Dr. Piercarlo Brunelli ENDOCRINOLOGY PNEUMOLOGY PRIVATE IN PUBLIC STRUCTURE Dr. Roberto Pagliaini Dr. Gianfranco Tassi Dr. Luigi Mori OCCUPATIONAL MEDICINE AND CONSULTATION IN OCCUPATIONAL MEDICINE Dr. Orazio Russo Dr. Francesco Gagliardo Dr. Riccardo Insalaco Dr. Melina Scafidi Dr. Manlio Mosca Dr. David Segreto

6 3. Accessibility 3.1 How to reach CDS CDS srl is located in Brescia in via Aldo Moro, 12 (Brescia Due). It is easy to reach: - By public transport Bus lines 2, 13 and 15 (bus stop in Via Cipro) and the underground station Bresciadue or Lamarmora. - By car Via Milan-Venice motorway, Brescia Ovest exit, take the bypass towards Lake Garda, exit at Brescia Centro on right and then turn left at second traffic light on left (Via Lamarmora). Via Piacenza-Brescia motorway, Brescia Centro exit, go left at roundabout. Straight on at traffic light, and left at roundabout (Via Lamarmora). Via Sud bypass, Brescia Centro exit on right and then turn left at second traffic light on left (Via Lamarmora). Frome city centre, cross Kennedy overpass heading south, behind the Cristal Palace. By train Brescia central station, underpass Via Sostegno, 400 metres south, behind the Cristal Palace. There are various parking areas, outside CDS SRL there are parking spaces available free and pay (Monday Friday 9:00 13:00; 14:30 19:30); in addition, there is a large free parking area at the end of Via Bettinzoli. The CDS health clinic is wholly without architectonic barriers and thus also accessible for the disabled. 3.2 Telephone numbers Administration Tel Fax info@cds-brescia.it Occupational Health Office Tel Fax Opening hours : The Health Clinic of CDS srl is open six days a week:

7 From Monday to Friday: from 8:30 to 12:30 and from 14:30 to 19:30 Saturday: from 8:30 to 12:00 The signage, indications and information provided make it easy for visitors to find their way around. 3.4 Accessing services For a check-up or any other specialist examination at CDS, it is not necessary to have a written prescription from a GP or primary care paediatrician. 3.5 How to make an appointment For outpatient appointments: _ directly at reception in Via Aldo Moro, 12 _ by phone (health clinic) In the event of cancellation of an outpatient appointment, for optimization of the service and waiting times, it is necessary to provide notification by phone. 3.6 How to pay Outpatient services are paid for at the reception counter immediately after the diagnostic procedure or specialist service.

8 4. Quality standards and undertaking to users In their work, all persons working at CDS srl have to respect current legislation and regulations, ensuring their conduct respects the values described in point 1.2. The personnel have to refrain from conduct that may breach the laws, regulations and standards applied under their CCNL (national collective bargaining agreement), and in their work they always have to bear in mind that it is a duty for all to conduct themselves with integrity and transparency. 4.1 Professionals and consultants The main objective of CDS srl is the complete satisfaction of the clients and their specific needs. The specialists of CDS srl are at the disposal of the clients to address any doubt, query or need for clarification. The physicians, by virtue of ongoing technical and scientific updating, work to achieve the prime objective of providing an expert response to the users needs. 4.2 Privacy CDS srl guarantees compliance with data-protection requirements. CDS srl employs all necessary measures, both manual and IT, to protect users data. All sensitive data that CDS srl acquires during its work are processed in compliance with Legislative Decree 196 of 30 June Safety at work In compliance with Legislative Decree 81/08, CDS srl has appointed a head of risk protection and prevention, who has drawn up the risk assessment document (RAD). It has appointed an occupational health physician, who, on the basis of workplace RADs, has drawn up the health and safety protocol for its staff, including the health and safety checks required prior to starting work and those for regular check-ups. Attention is paid to providing information and training to staff and to all those working at the clinic, with a special focus on the continually updated internal procedures ( Instructions File ). 4.4 Service quality also depends on the users All persons using CDS srl have a duty to behave responsibly at all times, with respect and understanding for the rights of other patients and those of the medical and healthcare personnel. Obviously, such respect should also extend to the organization s premises and equipment. Patients have a duty to co-operate with the technical, nursing and medical personnel, with trust in the staff, to ensure a proper approach to therapy. To this end, patients are expected to provide clear and accurate information on their health, hospital admissions and therapies undergone. The following are prohibited: using mobile phones within the organization s premises,

9 smoking within the perimeter of the organization s premises, accessing areas without authorization, approaching or touching electrical equipment, approaching too close to medical instruments.

10 5. Verification and safeguard mechanisms 5.1 Complaints and refunding procedures and reporting of service failings User may submit, orally or in writing, to the offices of CDS srl any reports of service failings or complaints should they deem that circumstances or conduct have denied or limited service availability. This right may be exercised by sending a notification by to info@cds-brescia.it. Any comments should be submitted promptly, and in all cases no later than 15 days following the event that users consider has affected their rights. Should the comments or complaint not be resolved immediately, CDS srl has 30 days from the submission of the complaint within which to provide an adequate response to users. Anonymous communications will not be taken into consideration. 5.2 User satisfaction assessment CDS srl has always encouraged dialogue with its users. For this reason, users are ed to leave proposals or suggestions to improve the services provided. Client satisfaction is monitored through satisfaction questionnaires, which are available to users in the clinic s waiting room. Users can fill in these forms and drop them in a special box in the clinic. The forms can also be returned by fax and . In this way, CDS srl can monitor the services it provides on the basis of its commitments and can take prompt corrective action as necessary. 5.3 Service charter and service quality The management of CDS srl is responsible for implementing the service charter; that is, for ensuring that the service actually provided matches that described in the charter. It is also responsible for updating the charter over time, processing users suggestions and comments, and independently determining meaningful quality parameters for improving the level of services provided. Brescia, 30/01/2014