Customer Charter of Pathology Department. Salmaniya Medical Complex - (Laboratory services)

Transcription

1 Customer Charter of - (Laboratory services) Service level definition: Service Name 1. Phlebotomy services Patients who have requests for blood collection from Physicians phlebotomy room in or Health Centres Laboratories. 1. Service will be available at from 7:00 a.m. to 2:00 p.m., except Fridays, Saturdays and Public Holidays 2. Stat services Patients who have blood samples collected at Accident & Emergency, Maternity Admission or as In- Patients in MOH Hospitals. (Accident and Emergency Lab) in 1. Service will be available at around the clock 7 days a week 2. Process is in progress to send the samples via pneumatic tube system. 3. Results can be collected from the service counter at Accident and Emergency when the results are completed within 2 hours 3. Appointments of laboratory tests * Patients who seek appointment to undertake medical test on a specified date and time period at reception counter in 4. Internal disasters may lead to exceed the above time schedule. 1. Service will be available from 7:00 a.m. to 2:00 p.m. except Fridays, Saturdays and Public Holidays. Page 1

2 . 4.Paid service Patients who are referred by private clinics or private hospitals or Limited Private Practice clinics or non Bahraini patients from Salmaniya Medical or health centres for designated tests such as reproductive hormones and overseas investigations. 5. Results of laboratory test # reception in Patients who have undertaken the medical test within a specified time period at Salmaniya Medical or the designated Health Centres. (Accident and Emergency Lab and Phlebotomy room)in reception or Outpatient Clinics in or Health Centers Laboratories 1. Paid services shall be available on working days from 7.00 a.m. to 2.00 p.m. and need appointment where ever necessary. 2. Reports will be available for overseas referrals after 3 weeks at reception of or Outpatient clinics between 7.00 am to 2.00 pm on normal working days 1. Reports permitted and approved by the laboratory shall be available at Laboratory reception of in or Health Centers Laboratories. 2. Report will be available on submission of CPR number immediately at counter if it is ready and approved by pathology doctors. 3. Most of the Results will be ready after 2 days, some results may take longer 4. Reports of histology and cytology are available only at reception of in Salmaniya Medical between 7.00 a.m. to 2.00 p.m. in normal working days 5. All other tests are available in all Outpatient Clinics in Page 2

3 and Health centres Laboratories from 7.00 a.m. to 2.00 p.m. in normal working days 6. Immunosuppressant monitoring service Patients who are referred for routine immunosuppressant monitoring by physicians. Patients should report for trough levels before taking at 7 a.m. to 10 a.m.; Patients for C2 levels shall report 2 hours after drug cyclosporine Phlebotomy room of in 6. Check Blood Type is available online via MoH Portal /EN/E- Services/CheckBlood.aspx Or 1. This service is available only on Monday s 7.00 a.m. to a.m. without prior appointment. 2. Reports will be available on the next working day at Outpatient Clinics between 7.00 a.m. to 2.00 p.m. and also at extended hours between 2.30 p.m. to 5.30 p.m. or Limited Private Practice Clinics between 4.30 p.m. to 7.30 p.m. in normal working days. 3. Emergency services require that the consultant of patient to contact concerned consultant in to schedule an appointment 7. Blood Donors Service Patients who would like to donate their own blood Voluntary at the Central Blood Bank in Salmaniya Medical. Central Blood Bank in 1. This service is available everyday from 7:00 a.m. to 2:00 p.m. except Fridays and public Holidays 2. There is afternoon session on Sundays, Mondays and Wednesdays from 4:00 p.m. to 7:00 p.m. 3. No prior appointment is required 4. Blood Records of Blood Page 3

4 Donors are available online via /EN/E- Services/CheckBlood.aspx Or 7. Grievances redressal system of laboratory the patients who seek grievances redressal relating to appointments, Phlebotomy services or results of medical test undertaken on a specified date and time period at the in or customers who have undertaken the medical test within a specified time period at the designated Health Centres and their samples were sent to in for testing. Chief of Medical Technologist, chamber Or Public and International Relations Directorate Or 5. For assistance please call or The Chief Medical Technologist s Secretary will accept complaints and grievances delivered in person during normal working hours from 7:00 a.m. to 2:00 p.m. or by E- mail [email protected] at all times. 2. Suggestions can be dropped at any time in the Suggestion box available at the waiting area. 3. The patients can also submit their complaints online via /EN/E- Services/Complaints.aspx Contacts of Any patient availing services of s in 1. Tel No: / Fax No: / Postal Address: of, SMC, P.O BOX 12, Manama, Kingdom of Bahrain Page 4

5 Service Name 4. * GTT, GTTP, GTINS, sweat chloride, dynamic function tests, FNAC, urea breath test, semen analysis, HLA typing and genetics # Results of laboratory tests are directly to be seen by Health staff; however reports of FNAC, Histology, Reports of Patients of private clinics and hospitals are available at laboratory reception of or at Health Centre s Laboratories. Page 5