Service Charter

The Service Charter describes the healthcare facility and how to access the services provided. It is also a document through which the company commits to protecting users’ rights, in compliance with fundamental ethical principles and current legislation.

The principle of equality is upheld within the facility as the patients’ right to equal healthcare treatment, regardless of personal and social conditions, while taking into account their differing clinical needs. Doctors, healthcare professionals, and auxiliary and administrative staff operate with impartiality to protect individual rights.

Continuity of care is a priority for promoting and protecting patient health; to this end, the Facility commits to organizing regular services to ensure a continuous staff presence. The admitting doctor follows the patient throughout their entire hospital stay. An active on-call medical service is operational 24 hours a day.

The user’s right of choice is inspired by the principles of personal liberty and the citizen’s freedom of movement. The Facility provides detailed information regarding the types of services and healthcare treatments offered, enabling the patient to provide free and informed consent for therapies appropriate to their current clinical situation. Furthermore, compatible with organizational constraints, the Facility fosters the patient’s right to choose their own practitioner.

Within the healthcare facility, the concept of participation is understood as the right to information, personalization, and humanization of the service provided, as well as a principle that safeguards the patient in their relationship with the healthcare system. The Facility safeguards the patients’ right to access information concerning them in accordance with the law, guaranteeing the availability of administrative and healthcare staff for this purpose.

Services are provided by the Facility in a manner suitable for achieving efficiency and effectiveness goals. Effective services (potentially capable of producing positive health outcomes) and efficient services (provided through a use of human and technical resources that guarantees quality care) are the basic elements of a quality promotion and management system founded primarily on user expectations and needs.

To ensure continuous improvement in the quality of services offered, upon discharge, the Facility asks users to complete a satisfaction survey regarding the quality of the service provided and any potential issues.