European Institute of Oncology
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Service Charter
Dear Madam, Dear Sir We bid You welcome. We advise you to spend some minutes reading this leaflet, in which we have tried to summarize all the information that may be useful to the patients and their campanions. IEO aims at reaching excellence in the fields of prevention, diagnosis and treatment of cancers by developing clinical-scientific research and organizational/management innovation. In this context, a priority of ours is to deliver high quality interventions, placing the patient’s needs at the core of the healthcare path. The Service Charter represents our ongoing involvement in implementing the principles and values that inspire and guide us, but it is mainly the tool where You will be able to find all the information You need to get the best from our services during Your stay. Besides, I remind You that our staff will be glad to give You any further information you may need and that our Public Relations Office will be at Your disposal to receive Your observations and suggestions. All the information reported in the Service Charter are also available at : www.ieo.it Leonardo la Pietra Medical Manager
Contents
European Institute of Oncology......................................................................... 1 Clinical Activity................................................................................................. 2 • Prevention and Diagnosis Area • Surgical Area • Medical Area
Clinical Interventions......................................................................................... 3 • Consultations and Diagnostics Examinations • Medical Treatments in Day Hospital • Surgeries in Outpatient and Day Surgery Regimen • Medical Treatments and Surgeries in Admission Regimen • Radiotherapy • Other Interventions Access via National Healthcare System (NHS) Access in Solvency Regimen • Physicians’ Private Practice • Agreements with Mutual Aid Societies and Insurance Companies Patient and Relatives Support • Religious Assistance • Cultural Mediation • Healthcare Education • Telephone Support • Volunteers Association “Sottovoce”
How to... .......................................................................................................... 4 • Identify the IEO Staff • Book Consultations and Examinations • Book Treatments and Surgeries • Contact IEO in emergency situations • Request a copy of the Clinical Documents
Admission......................................................................................................... • What you need to bring • Arrival • Rooms • Drugs and food • Visit to admitted patients
• Catering • Diagnostic Examinations • Whom you can ask • Discharge
Services Inside IEO.......................................................................................... • Travel Agency • Bancomat • Bar • Luggage Storage
• Newsagent • Fax • Telephones • Car Park
• Restaurants • Taxis and Driver Services • Surveillance
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Rights and Duties of the Patient.........................................................................7 Improvement................................................................................................... • Questionnaires • Public Relations Office
How to arrive................................................................................................... • At IEO (Via Ripamonti) • IEO Travel Easy
• At IEO Centro (Via San Luca) • The free shuttle
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General Information......................................................................................... 10 • Access to the premises • IEO no smoking • How to get directions at IEO
European Institute of Oncology (IEO) IEO is a Scientific Institute for Admission and Treatment (Istituto di Ricovero e Cura a Carattere Scientifico - IRCCS) dedicated to oncology. It integrates the various areas related to the fight against cancer: laboratory research, clinical research, prevention, diagnosis, treatment and education. The Institute activated a new principle in the fight against cancer, moving the focus from the illness to the patient. Thanks to the immediate transfer of the new results coming from research to a direct clinical implementation, it has abandoned the traditional therapies based on the maximum intervention that a patient can tolerate, in favour of innovative methodologies that, with the same effectiveness, guarantee a minimum damage to the patient. Every intervention is based on the “minimum effective” instead of the “maximum tolerable”. Today, 100.000 patients are treated following these principles every year. “I am very proud of the fact that in just a few year the engagement of all the people working at IEO allowed our care and research model to become a landmark for oncology all over the world”.
Umberto Veronesi Scientific Manager
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Service Charter IEO — September 2011
1 Mission and Values
An “Patient’s size” organization
The European Institute of Oncology aims at reaching excellence in the fields of prevention, diagnosis and treatment of cancers by developing clinical-scientific research and organizational/management innovation, in a context of continuous care to the quality of the services provided to the patients. The values and principles that inspire and guide the IEO staff are: • Focus on the patient. • Continuous improvement of the healthcare quality. • Service excellence. • Multi-disciplinary approach to the clinical factors. • Development of experimental research with fast transfer of the results to the patient. • Development of human resources. • European mind and openness to international collaborations
Inside the Institute, all physicians work full time and have an exclusive job relation with the hospital. By avoiding fractioning his/her time between hospital and private practice, the physician dedicates all his/her commitment to the treatment, research, continuous updating and interdisciplinary exchange with colleagues of the same structure, to the benefit of the patients. The job organization is centered on the needs of the patient and aimed at service excellence.
Service Charter IEO — September 2011
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Istituto Europeo di Oncologia
The Research The Institute invests its funds both in Clinical Research, to treat the patient in the best way, and Basic Research, that takes place in the laboratory and aims at understanding the genetic basis of the cancer and at developing new drugs. The Clinical Research mainly takes place by means of clinical experiments performed on patients who gave their consent, in order to identify specific answers to new therapies/procedures, or new ways of using already known therapies. Clinical experiments give a great contribution to the knowledge and progress in the fight against various illnesses. The most effective therapy treatments are the result of long studies. Each clinical study is based on a series of rules called protocol. The protocol describes the features of the people that can treated during a clinical study, the program, the logistics, the examinations needed, the details on the treatment and the length of the study. To check if a person can participate to a clinical study, an accurate selection program is activated to understand if all the requisites specified in the protocol are satisfied. These requisites are paramount to find people that are fit to the experiment, to get consistent results; they have no discriminatory intent. Further information on this topic, together with the clinical studies that are being performed at IEO are available in a specific area of our website (www.ieo.it/sperimentazionicliniche/StudiClinici.asp).
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Service Charter IEO — September 2011
The Basic Research of the Institute is mainly performed at the Campus IFOM-IEO, which is situated near the Institute and includes more than 400 researchers from all over the world. They are involved in the development of molecular oncology and its applications on the patients’ treatment, thanks to a fast transfer of the results. Campus IFOM-IEO was born from a collaboration between IEO and FIRC, Fondazione Italiana per la Ricerca sul Cancro (Italian Foundation for Cancer Research), and is inspired by the most prestigious international centers, where the best researchers can perform their studies on high-quality next-generation technology.
Istituto Europeo di Oncologia
Education
IEO Education
The Institute has always granted an important role to education. The medical, nursing, technical and administration staff of all levels regularly participates to continuous improvement and multidisciplinary education programs. Many physicians at IEO are also University professors.
The Institute has integrated into a single reality all the education activities, both internal and external, to develop and spread all the acquired knowledge and give its collaborators education projects aimed at developing their competence and to all Healthcare professional a wider educational offer, also by developing High Specialization Schools. IEO Education, consistent with the scientific, clinical and institutional strategies of the Institute, considers a priority of its educational programme: • spreading IEO’s clinical-healthcare and scientific knowledge to the national and international medical-scientific community, • continuous education of IEO staff, • pre-and post-doctorate education, with both professionalizing and updating aims, • high education levels of the physicians on clinical research topics, • integration of the internal education programs with the University of Milan.
The Institute pays also attention to the physicians who work on the territory, by promoting and organizing National and International Education Events that involve more than 3000 physicians outside IEO every year. A proof is the Milan Breast Cancer Conference, a landmark of scientific updating for more than 1000 physicians that come from all over the world to participate to the event.
Service Charter IEO — September 2011
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Clinical Activity The Clinical Activity at IEO is focused on three main areas: Prevention and Diagnosis, Surgery, Medical Treatments. All the activities are characterized by a multidisciplinary approach that, by means of a collegial discussion among the various specialty ďŹ gures of the three areas, offer the patient a treatment path with the best clinical competences available. The clinical research activity engages the three areas with 235 active clinical studies in 2010.
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Service Charter IEO — September 2011
2 Prevention and Diagnosis Area Anatomic Pathology and Laboratory Medicine • Anatomic Pathology Division • Laboratory Medicine Division • Diagnostic Cytology Division • Hemato-Oncology Laboratory Unit • Diagnostic Histo-Pathology Unit
Giuseppe Viale Maria T. Sandri Chiara Casadio Francesco Bertolini Massimo Barberis
Endoscopy • Endoscopy Division
Cristiano Crosta
Nuclear Medicine • Nuclear Medicine Division
Giovanni Paganelli
Prevention and Oncological Genetics • Prevention and Oncological Genetics Division
Bernardo Bonanni
Radiodiagnostics • Radiodiagnostics Division • Senological Radiology Division
Massimo Bellomi Enrico Cassano
Service Charter IEO — September 2011
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Surgical Area
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Cervical-Facial Surgery • Cervical-Facial Surgery Division • Mouth and Pharynx Neoplasies Unit • Thyroid Neoplasies Unit
Fausto Chiesa Luca Calabrese Gioacchino Giugliano
General and Abdominal-Pelvic Surgery • General and Laparoscopic Surgery Division • Hepato-Biliary-Pancreatic Surgery Unit • Abdominal-Pelvic Surgery Division • Integrated Abdominal Surgery Unit • Mini-Invasive Surgery Unit
Bruno Andreoni Antonio Chiappa Roberto Biffi Fabrizio Luca Paolo P. Bianchi
Gynecological Surgery, Gynecology • Gynecology Division • Medical Gynecology Unit • Preventive Gynecology Unit
Angelo Maggioni Nicoletta Colombo Mario Sideri
Plastic and Reconstruction Surgery • Reconstruction Surgery Division
Mario Rietjens
Thoracic Surgery • Thoracic Surgery Division • Research and Early Diagnosis and Prevention of Pulmonary Cancer Unit
Lorenzo Spaggiari Giulia Veronesi
Urological Surgery, Urology • Urology Division
Ottavio De Cobelli
Melanomae and Sarcomae • Muscle-Skin Melanomae and Sarcomae Division
Alessandro Testori
Senology • Senology Division • Molecular Senology Unit • Integrated Senological Surgery Unit • Senology Diagnostics and Surgical Therapy Unit
Alberto Luini Viviana Galimberti Paolo Veronesi Stefano Zurrida
Operational Endoscopy and Intervention Radiology • Endoscopy Division • Intervention Radiology Unit
Cristiano Crosta Franco Orsi
Service Charter IEO — September 2011
2 Medical Area Cardiology • Cardiology Division • Cardi-Oncology Unit
Carlo Cipolla Daniela Cardinale
Hemato-Oncology • Clinical Hemato-Oncology Division • Transplant Unit • Stem Cells Unit
Giovanni Martinelli Rocco Pastano Daniele Laszlo
Medical Oncology • Medical Oncology Division • Clinical Pharmacology and New Drugs Division • Fertility and Procreation in Oncology Unit • Medical Treatments Unit (Day Hospital) • Medical Oncology of the Respiratory System and of Muscle-Skeletal Sarcomae Unit • Medical Senology Research Unit • Melanoma Translation Research Unit • Superior and Neuro-Endocrine Digestive Cancers Unit • Support Therapies and Palliative Care Unit • Psycho-Oncology Unit
Aron Goldhirsch Aron Goldhirsch Fedro Peccatori Franco Nolè Tommaso De Pas Marco Colleoni Pier Francesco Ferrucci Nicola Fazio Alberto Sbanotto Florence Didier
Radiotherapy • Radiotherapy Division • Brachitherapy Unit
Roberto Orecchia Roberto Orecchia
Intensive Care • Anesthesia and Resuscitation Division
Marco Venturino
Radiometabolic Therapy • Nuclear Medicine Division
Giovanni Paganelli
Service Charter IEO — September 2011
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Clinical Interventions IEO offers the following clinical interventions: • prevention • identification of the patient’s risk factors • early diagnosis • surgical and medical treatment with the most advanced techniques available. The Patient can access these interventions both via National Healthcare Service and in Solvency Regiment (paid service). The latter allow the patient to choose a specific IEO physician and, in case of admission, to spend the time he/she stays in hospital in a single room. The choice of the physician activates private practice.
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Service Charter IEO — September 2011
3 Consultations and Diagnostic Examinations All consultations and diagnostic examinations take place at the IEO main premises, via Ripamonti 435 – Milan and at IEO Centro, via S. Luca 8 – Milan. In via Ripamonti 435 the following interventions are performed: Mammographies, Echographies, Radiographies, Magnetic Resonances, CAT, PET and Scintigraphies. Consultations, endoscopic examinations and samplings are also performed.
Medical Treatments in Day Hospital At the Day Hospital chemotherapies and support treatments that don’t need admission for the night are performed. The Day Hospital, situated on the first floor of building 2, offers 16 armchairs for chemotherapy sessions and 16 beds for the therapies that require prolonged medical and nursing care.
Surgeries in Day Surgery Regiment Surgeries that require admission without overnight stay are performed on the second floor of IEO 2, at the Day Surgery Center. It includes the surgery area and the daily stay area with 32 beds. Rooms have the same facilities as the ordinary stay ones.
Surgeries in Outpatient Regimen Surgeries that do not require admission are performed on the first floor of IEO 2, at surgical outpatient departments.
been operational since the beginning of 2012. IEO offers last generation equipment both for External Radiotherapy and Brachitherapy. The division also has 3 linear accelerators in the operating theater where intra-operative radiotherapy (IORT) is performed, which allows to concentrate high radiation doses directly on the surgical site in a single administration.
Other Interventions If the patient needs it and/or makes a specific request, IEO offers: • Diet and Nutrition Clinic • Physiotherapy, for rehabilitation after surgeries • Speech Therapy, for rehabilitation after surgeries of the vocal apparatus • Oral Care, for the care of the oral cavity before surgeries of the cervical-facial district • Psychological Support Service, individual or for groups, for the patients and/or their relatives
Access via National Healthcare System IEO is a Scientific Institute for Admission and Treatment (IRCCS) and, like every public healthcare structure, the patients can access the treatments via the National Healthcare System. Waiting times can be seen at www.asl.milano.it, at the section Online Services – Waiting Times.
Medical Treatments and Surgeries in Admission Regimen IEO offers 206 distributed on the first and second floor, which are used both for post-surgery stay and for medical treatments. Each room includes: the toilet, a TV set, a safe and air conditioning.
Radiotherapy Radiotherapy treatments are performed on -1 floor, where three linear accelerator are installed; 3 further high-tech linear accelerators (Tomoterapy, Ciberknife e Vero) have Service Charter IEO — September 2011
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Prestazioni cliniche
Access in Solvency Regimen Besides conventional treatments with the National Healthcare System, IEO offer the patients a special access in solvency regiment (paid service). In this case, the patient can choose a specific consultant (Private Practice) and, if admitted, he/she can stay in a single room.
Physicians’ Private Practice The relationship between IEO and the physicians is exclusive, which implies that all private practices take place only and exclusively inside IEO premises. The private practice can be performed by all the physicians that have the following roles: • Manager and Co-Manager. • Senior Vice Manager. • Vice Manager. • Assistant. The private practice implies an additional cost that is reported on the invoice together with the interventions performed. The cost of private practice is determined by the role of the physician and according to the requested intervention. This cost is applied when the patient chooses the physician that will perform the interventions (consultations, diagnostic examinations, medical therapies or surgeries).
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Service Charter IEO — September 2011
Agreements with Mutual Aid Societies and Insurance Companies IEO has made agreements with most Insurance Companies offering Healthcare bills and with many specific Mutual Aid Societies. For Direct Agreements, the company has the direct responsibility of the payment, full or partial, of the interventions performed by IEO to its client. In case of partial coverage, IEO will ask the patient to pay his/ her share. For Indirect Agreements, the patient makes the whole payment and then will ask a complete or partial refund to his/her Insurance Company or Mutual Aid Society.
For further information The staff at the Admission office and at the Administration will be glad to provide further information on this topic.
Prestazioni cliniche
Patient and Relatives Support Relisious and Spiritual Assistance The third floor includes a Chapel dedicated to San Pio from Pietralcina and to the Physician Saints Cosma and Damiano, where the Catholic Holy Mass is celebrated every day at 4 pm. Patients of different confessions can ask the assistance of ministries of their cult to the nurse coordinator of their department.
Cultural Mediation In order to respect the cultural diversities of its patients, IEO has activated a Cultural Mediation Service. Patients can require the presence of a cultural mediator by asking the nurse coordinator of his/her department.
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These publications are available at every department and can be downloaded from www.ieo.it. This information cannot replace a direct meeting: therefore, we invite You to express freely and without apprehension any doubts You may have to the staff.
Telephone Support To improve care continuity, IEO, together with Fondazione Lucè Onlus, offers its patients a Telephone Support Service: 02 9437.0100 (10-18.30 Mon.-Fri.). A nurse will answer who will help the patient to evaluate his/her problem and behaviour to follow. According to the situation, the nurse will communicate the problem to his/her reference physician. This service helps but DOES NOT replace the direct communication with the family doctors of reference oncologists.
Healthcare Education In order to improve the patient’s knowledge on some important topics (such as therapies, feeding and rehabilitation exercises) IEO publish various IEO Booklets and the IEO Informa leaflet.
Volunteers Association “Sottovoce” Outside words, in order to understand the patients and his/ her needs, some characteristics are needed: intuition, empathic glance, listening and silence abilities, love for the people. This is the philosophy of “SOTTOVOCE”, IEO Voluteers Association, that offers the Institute a team of highly motivated and trained people, who wish to dedicate part of their time to the people who suffer from these illnesses. The Volunteers do not replace the medical and nursing staff, they “quietly” fit between the patient and the structure, providing a support service for the patient and his/her family
(information on: hotels, transports to/from IEO, books and magazines, internal services). The Secretary Office of “Sottovoce” is on the ground floor, in the corridor between Hall A and Hall B. “Sottovoce” has got a wide collection of books and some writings of people who lived these illnesses directly or indirectly.
Associazione Volontari IEO Service Charter IEO — September 2011
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How to... ...Identify the IEO staff
All the people working at IEO have an ID card that includes: name, role, photo and a colored background. This background help the patients identify the various operators:
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Role
Card
Physician Nurse Coordinator Nurse Healthcare Technician Pathologic Anatomy Technician Physiotherapist Nutritionist Auxiliary Staff Biologist, Chemist, Pharmacist, Physicist, Psychologist Administration Staff
••• ••• •• ••
Service Charter IEO — September 2011
Uniformv
Blue White Light Blue Light Blue Light Blue Light Blue Light Blue Light Blue Orange
coat White coat with Bordeaux edge White coat with Blue edge with green edge and white coat Blue coat and trousers White coat White coat Light blue coat
Red Green
White coat None
4 Contact IEO in case of emergency... ... prenotare Visite ed Esami ... book Consultations and Examinations To book consultations and diagnostic examinations, You can: • call 02-57489.001 (from Monday to Friday, from 8 am to 4 pm). Book online at: • www.ieo.it.
... book Treatments and Surgeries IEO does not have an emergency department, therefore all treatments and surgeries, performed daily (Day Hospital) or with overnight stay (Admission), must be planned after a consultation with a physician of the Institute. If the Patient decided to access the treatments in solvency regimen (paid service), after a consultation with a IEO physician, the Administration Office prepares a cost budget. For the patients who own an insurance or have the tutelage of a Mutual Aid Society, the staff will perform all the bureaucratic duties needed and provided for in the agreement. All booking procedures are performed by the secretary offices of the departments, following the indications of the physician.
... request a copy of the Clinical Documents To obtain a copy of the clinical documents, the patient has to fill a specifc module and pay for the copies. • The module is available at the Offices of Building 1 Hall B and on www.ieo.it, Distance Services section. • The module can be delivered by hand, by mail service, by fax or by e-Mail. • The payment can be made by hand, by mail form or bank transfer. • The Clinical Documents can be directly collected at the Medical Reports Office at Building 2, Floor - 1, or it can be received by courier at the address specified on the request module. • In case of proxy, an ID document (original or photocopy) is needed of both the holder and the delegated person. • In case of collection at the Admission office of IEO 2, we advise You to check in advance that the documents are ready by calling 02-57489.750 (from Monday to Friday, from 9 am to 5 pm). • Copies of the Clinical Documents are usually prepared in 10 working days. • IEO offers a paid translation service.
... contact IEO in emergency situations As already mentioned, IEO does not have an emergency department open to the public; in case of emergenc, the patient can call 118 or the IEO switchboard 02-574891 and ask for the doctor on call or check the number specified in the discharge letter.
Service Charter IEO — September 2011
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Admission In order to organize Your admission as best as we can, we provide You with a short list that reports all the documents and personal belongings You need, together with other useful information.
What You need to bring Administration Documents • Valid ID card or passport • Tax code or regional service card • Healthcare card or regional service card • Insurance bills (only for Private Admissions). Foreign Patients • Valid ID card, passport or equivalent document with photo • For EU patients, mod E 112 (planned admissions). • For non-EU patients, mod STP (temporarily present foreigners).
Clinical Documents • Admission request, in original, filled by Your family doctor (only for admissions via NHS). • Previous discharge letters. • Previous clinical records. • Radiology examinations. • Other previous examinations.
Personal belongings • Pyjama. • Slippers. • Dressing robe or jacket. • Underwear. • Personal Toilette. • Tools for the care and storage of protheses. • Personal drugs.
5 Arrival Administration Admission On the day of admission, the reception staff performs all the administration procedures, that take place: From Monday to Friday • For NHS Admissions at the Reception in hall B Building 1. • For Solvency Regimen Admissions (paid service) at the specific Office in hall A Building 1. Saturday afternoons, Sundays and Public Holidays • For both admission typologies, at the Reception, on the ground floor of IEO 1. At admission, the documents to be presented to the department Nurse Coordinator is prepared and the name of the reference physician is communicated. For Day Surgery admissions, outpatient surgery interventions and Day Hospital treatments, admission is performed at Building 2.
Welcome in the Department Acceptance and welcome in the department are performed by the nurse who collects all the information needed to assess the patient’s care needs.
Rooms Rooms offer air conditioning, toilet, a TV set, a telephone and a safe. Admission via National Healthcare Service provide for a double room stay. Admissions in Solvency Regimen (paid service) provide for a single room and a sofa bed. We remind You that, for hygienic reasons, no flower pots or plants are allowed in the rooms.
TV set The TV set receives the main national channels, both public and private, and satellite channels (SKY).
Telephone The use of the telephone is subordinated to the activation of the line, that can be performed at admission under request by the patient. To make external calls, You only have to type “zero” before the desired telephone number. The cost will be invoiced at discharge.
Safe The safe is inside the wardrobe, and the instructions for its use are placed on the leaf of the wardrobe itself. We suggest You to store money and documents in the safe whenever you need to leave the room. However, we also suggest You NOT to bring large sums of money or jewels.
Remember: • In case of admission via National Healthcare Service, You need to have the original admission request. This document must be filled in by Your family doctor and must present the wording “Admission”. • Ordinary stay departments are on the first and second floor of IEO 1.
Service Charter IEO — September 2011
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Ricovero
Drugs and food
... for companions
All the drugs You need during Your stay will be prescribed and ordered by the physicians of the Institute. We ask You not to take any drugs without previous authorization of the medical staff, as the use of other drugs may interfere with the therapy. For the same reasons, we ask You to always ask for the opinion of a physician before eating food brought from home.
The self-service restaurant is situated on the ground floor, near the bar. The ticket for a meal can be bought at the automatic dispenser situated in hall A. The ticket grants a main course, a second course with hot side dish, a cold side dish “à buffet”, fruit or a dessert, water or wine or drink. For hygienic reasons, we ask companions and visitors not to eat their lunch or dinner in the patient’s room.
Visit to admitted patients Visit times are from 10 am to 10 pm. To allow the patients to rest, no entrance is permitted after 10 pm, if not authorized by the nurse coordinators. No more than two people can stay in the room. Access is not granted to children under 12, except specific cases to be agreed with the nurse coordinator.
Restaurants/Catering... ... for the patients Meals times are as follows: • Breakfast: from 7:45 am to 8:30 am. • Lunch: from 12 am to 1 pm. • Dinner: from 7 pm to 7:45 pm. During the afternoon a snack is served, if allowed. Meals are served in dedicated thermal trays and prepared specifically for the patient, according to the diet prescribed by the physician and the clinical nutrition servive. Every day, a member of the catering staff will come by to get Your orders.
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Service Charter IEO — September 2011
Diagnostic examinations The department nursing staff will inform You on any examinations that You will have to undergo during Your stay. A staff member will acoompany You to the place where the examination will be performed.
Ricovero
Whom to ask Medical Staff The whole medical équipe of the Division will be at Your disposal to give You information on the diagnosis, the therapy (medical and/or surgical) and on the clinical course and, with Your authorization, may give all this information to Your relatives. The physicians are always available at their offices.
Nursing Staff The Management of Healthcare Services, in collaboration with the Medical Management, has radically changed the model of Nurse Care inside the Institute. In complet consistency with IEO’s mission, that places the patient at the core of the care process, we decided to introduced (first case in Europe) and innovative modality to assist the patient and his/her relatives. As a matter of fact, the Primary Nursing model has been implemented, which allows every nurse to assist the patient and his/her family, becoming the reference nurse from admission to discharge, guaranteeing a customized care. The reference nurse will also facilitate the continuity of care after discharge, by designing a care plan, shared with the patient and his/her family.
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Other Staff Besides the medical and nursing staff, You may also ask for help to the auxiliary staff (light blue coat) that has accomodation, hygienic-environmental and support duties, and to the administration staff. Remember: if You need clinical information, please refer to the medical and nursing staff only.
Discharge On the day of Your discharge, a nurse will evaluate Your general conditions and, during the morning, a physician will visit You to confirm the discharge. The administration staff will perform all the needed procedures, that take place: From Monday to Friady • For admissions via National Healthcare System at the Reception desks in hall B Building 1; • For Solvency Regimen admissions (paid service) at the dedicated Office in hall A Building 1. Saturdays, Sundays and Public Holidays • At the Reception on the ground floor, for both admission typologies.
The nursing équipe consists of a Nursing Coordinator (white coat with bordeaux edge) and the Nurses (with coat with blue edge).
At discharge, You can also make the payment for any expenses and, if needed, You can ask for a copy of Your clinical documents.
The Nursing Coordinator mainly has management and organizational functions and is present in the department from 7:30 am to 3 pm.
Remember: once the discharge is confirmed, we kindly ask You to leave the room by 10 am, after accurately checking that You have not forgotten any personal belongings and documents.
Service Charter IEO — September 2011
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Services inside IEO To make the Patient’s and his/her relatives’ stay more comfortable rendere più confortevole, the following services are available.
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Service Charter IEO — September 2011
6 Travel Agency
Car Park
Th Travel Agency, situated in hall B, allows You to book airplane and railways tickets. It is open from Monday to Friday, from 9:30 am to 1 pm and from 2 pm to 5:30 pm.
At the entrance of the Institute, on the left, there is an undeground car park for patients and visitors, whose management is not given to the European Institute of Oncology, but to an external company. Rates: • First hour - € 2 • from the 2nd to the 6th houra - € 1 per hour • from the 7th to the 24th hour - € 0,50 per hour After 24 hours, the cycle starts over; The parking is active 365 days a year.
Bancomat A Bancomat service is active in the halls on the ground floor.
Bar IEO has got two bar. The bar of Building 1 is on the ground floor and is open from Monday to Friday, from 7 am to 7:30 pm. On Saturdays, Sundays and Public Holidays, it opens from 8 am to 6 pm. Outside these horse, some automatic drink (hot and cold) dispensers can be found near the bar. The bar of Building 2 is on floor -1 and is open from Monday to Friday, from 7 am to 7 pm.
Luggage Storage Two luggage storage rooms are available for patients and companions, both on floor -1, in the areas under the escalators.
Surveillance A 24/7 surveillance service controls the entrance and the inside of the Institute. The surveillance staff can be easily identified from their uniform and ID card. Security cameras are active inside the whole institute. In case of emergency, call the internal number 2287.
Fax Documents can be sent via fax at the switchboard situated on the ground floor of Building 1.
Telephones Public telephones and an automatic card dispenser are situated in the corridor that links the two halls.
Restaurants Breakfast, Lunch and Dinner A self-service restaurant is available to companions and visitors; it is situated on the groud floor near the bar. The self-service restaurant serves: Breakfast, Lunch and Dinner. The restaurant is open: From Monday to Sunday and on Public Holidays • Breakfast from 7:30 am to 10 am. • Lunch from 12 am to 3 pm. • Dinner from 7:30 am to 8:30 pm.
Taxis and Driver Services You can book a taxi or a rental car with driver at the Reception of hall A.
Newsagent The newsaget of Building 1 is situated in hall A and is open from Monday to Friday from 7 am to 5 pm, and on Saturdays from 8 am to 12 am (closed on holidays). The newsagent of Building 2 is on floor -1 and is open from Monday to Friday, from 7 am to 6 pm (closed on Saturdays and holidays).
Service Charter IEO — September 2011
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Rights and Duties of the Patient At IEO, the centrality of the patient is a priority and it takes form not only of the best treatments, but also of correct information. It is, therefore, important that the patient know his/her rights, to better assess the quality of the treatments he/she is receiving and to know how to get the information he needs. It is also important that the patient knows his duties, to allow the staff at IEO to help him/her in the best possible way.
Protection of personal data and privacy tutelage IEO has devised a specific Module to acquire the patient’s consensus to the treatment of his/her personal data. • The module can be found inside the “Personal data protection and privacy tutelage” leaflet, that describes in details the regulations and aims for which IEO asks the patient his/her consensus to the treatment of personal data. • The leaflet is available on the notice-boards inside the Institute and at all receptions.
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Service Charter IEO — September 2011
7 The patient has the right to: Quality of treatment • Receive the best treatment, safely, through the use of the most advanced technologies and scientific knowledge. • A professional and customized care. Information • Complete information on his/her health status, on diagnostic examinations and therapeutic treatments. • Be informed on alternative treatments, even if they can only be performed in other structures. • Not to undergo treatments or interventions without giving his/her consensus. • Refuse to grant his/her consensus in case the Institute wants to use his/her clinical case for teaching or research activities. • Know the name of the physician who will follow him/ her and identify the healthcare staff as far as title, role and personal identity are concerned. • A clear, readable and complete clinical record, with all the information on the diagnosis, treatments and interventions that have been performed. Privacy • Maximum privacy on personal data and on diagnosis, stay and therapies. Human Dignity • An assistance performed respecting human dignity and with the maximum attention to personal feelings.
Environment Be welcomed in a comfortable and welcoming structure, that takes into account his/her common behaviours. Reports and Claims • Express his/her opinion on the quality of the received intervention and services and get a fast, clear and exhaustive answer to any claims.
We expect the patient to: • Collaborate with the physicians and nurses, giving clear and precise information on his/hear health status, previous admissions and therapies. • Tell the nursing staff about drugs and/or herbalist products taken at home. • Immediately tell the physician or nurse about any changes in his/her health status. • Call the physician or nurse if he/she feels pain. • Inform the nursing staff if he/she wants to leave the department. • Show respect for the work of all the staff, being kind in relationships and reasonable in making requests. • Follow the prescriptions of his/her family doctor. • Avoid any behaviors that may disturb or create problems to other patients. • Use the environments, tools and furniture of the Institute properly. • Report any malfunctioning, in order to participate to the improvement of the quality of the services. • Respect the interdiction to smoke in the whole hospital and the external perimeter area.
Family Doctor • The collaboration between IEO and his/her family doctor, who will be informed on the course of the illness and on the outcome of the therapeutic treatments.
Service Charter IEO — September 2011
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Our plan to improve IEO The continuous improvement of the quality of research, assistance and treatments is one of the main elements of the Institute’s mission. To implement organic improvement activities, IEO has developed Three-year plans with goals that are consistent with the international excellence standards. The first phase (2003-2005) compared the processes activated at IEO with the standards of the Joint Commission International, the most authoritative body at the world level. After the “structural” phase, in the second phase (2006-2008) IEO engaged to transform the slogan “the patient at the core” into reality by means of specific projects. Here are some of them: • the creation of IEO 2, premise dedicated to prevention and daily/outpatient care.
• the improvement of the information and education of the patient and his/her family, with guides of healthcare education; • a greater involvement of the patient in the treatment and assistance plan by means of “healthcare pathways”; • the improvement of the evaluation and fight against pain; • an increase of the certainty in identifying the patient, by involving him/her in each phase of his path. • the prevention of accidental falls.
PATIENT FOCUS Risk Managemet Performance Measurement Customer Satisfaction
prevention
diagnosis therapy rehabilitation follow-up
Evidence Based Medicine Continuing Education
research
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Service Charter IEO — September 2011
...follows on the next page
8 Public Relations Office The Public Relations Office is available to collect reports from the patients; it is situated on the ground floor of IEO 1 in the corridor between the two halls, and is open from 10 am to 12 am and from 4 pm to 6 pm, from Monday to Friday. At different times and days, the patients can ask for an appointment. The Public Relations Office can also be contacted via email at urp@ieo.it or via fax at 0294379.276.
Questionnaires We kindly ask you to spend some minutes to fill in the questionnaire “We are interested in Your opinion”, stating freely, sincerely and anonymously your opinion on our Institute. The questionnaires, that can be found on IEO’s noticeboards, are collected and elaborated every month by the Quality and Accreditation Service and really helped to make our Institute more and more respondent to the patients’ expectations.
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The Third Phase (2011-2013). At present, IEO wants to consolidate these results, develop projects aimed at modernizing its technologies and improve the areas suggested by its patients. The most representative projects are: • Institutional Communication. The publication of the Scientific Report and of the Quality & Safety Report continues, with more timely and detailed news on IEO’s results, with a view to transparently share our goals and results with our patients. • Reception, accessibility and comfort. The project “viaggarefacile” (i.e.: travel easily) is under way; it will support the patients by means of agreements subscribed by IEO with Alitalia, Atahotels and Settimotour (see page 29); • Get directions at IEO. Improvement of signs and internal paths, publication of guides on the clinical path and the services offered by IEO, on prevention, on the behaviors to follow before, during or after an intervention or treatment; • Innovation. Widening of the radiotherapy offer with three new advanced linear at the forefront accelerators at the world level, increase of day surgery interventions with a reduction of the days to be spent in hospital and increase in the number of treated patients, Primary care with a reference nurse for each patient; • Continuity of care. Development of the “Protected Discharge” program for patients with really serious problems, and creation of a connection service between IEO and family doctors; • Safety. Creation of the “patient’s passport”: the clinical documents will include a photo of the patient, making each “movement” of the care path safer; • Sustainability and savings. Project aiming at: - energy saving, - reduction of photocopies and prints, greater use of IT; - reduction of improper admissions and average stay; - detailed controls of the appropriateness of drugs and equipment use; - good use of the operating theaters, making them more efficient; - fight against wastes.
Service Charter IEO — September 2011
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Hot to arrive A9
Venezia A4
Como
A8 Varese
A4
Milano
IEO Centro
Via M oli
n o de lle Arm
i
Torino
Aeroporto di LInate
IEO Centro Via San Luca 5
Corso Italia
Via Catafimi
Via Cosimo del Fante
IEO
Via Marco Burigozzzo
Via Gian Galeazzo
Tangenziale Ovest Uscita Val Tidone Milano Vigentina
Viale Col di Lana
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A7
Service Charter IEO — September 2011
Genova
A1
Bologna
9 ... at IEO
... at IEO Centro
By car • from the center of Milan, go through C.so di Porta Romana towards South, take C.so di Porta Vigentina and then Via Ripamonti as far as n° 435. • from highways, take the Milan West Ring Road as far as Val Tidone-Milano Vigentina Exit and go straight on towards Milan Center taking via Ripamonti as far as n°435.
By public transport services • from the Central Station, take the tube - 3 (yellow line) as far as the Missori stop, take tram n° 15 at the “Albricci–Da Cannobio” stop as far as the “Italia–S. Luca” stop. • from the center of Milan, (Piazza Duomo), take tram n° 15 at the “Albricci–Da Cannobio” stop as far as the “Italia–S. Luca” stop. • from IEO, take linee 99 at the “Ripamonti-Macconago” stop as far as the “Ripamonti-Quaranta” stop, take tram n° 24 as far as the “Romana-Missori” stop and then tram n° 15 from “Italia-Missori” as far as the “Italia-S. Luca” stop.
By public transport services • from the center of Milan, take Tram n° 24 in Piazza Duomo - Via Mazzini (direction: Via Noto - Via Ripamonti) as far as the terminal, then take autobus n° 99 (direction: Noverasco) or autobus n° 222 (extra-urban line) and get off at the first stop, called “RipamontiMacconago”. • from the Central Station, take the tube - 3 (yellow line) as far as the Missori stop, take tram n° 24 (direction: Via Noto - Via Ripamonti) as far as the terminal and then take autobus n° 99 and n° 222 towards Opera, getting off at the Ripamonti-Macconago stop. • from Malpensa airport, take the shuttle as far as the Central Station, then follow the above-mentioned directions. • from Linate airport, take autobus n°73 as far as the town center (Piazza Duomo - Via Mazzini), then follow the above-mentioned directions.
IEO Viaggiarefacile (Travel Easily) All the patients with a booking can use a service made available by IEO, called “IEO Viaggiarefacile”that facilitates travel and hotel booking. Through this service, the patient can use an organizational supporto that cares for his/her needs with favourable price conditions, thanks to the agreements with ALITALIA, Atahotels and Settimotour. The agreement with ALITALIA provides for special fares with reductions up to 35% on specific fare classes. Railway tickets can also be purchased. The agreement with the Atahotels group provides for special rates with reductions up to 45% on the best rate published by Quark Hotel (rooms) and Quark 2 (residence – for longer periods). Both structures are rated 4 stars, they are near IEO and offer a shuttle service to the Institute. The advantages of IEO Viaggiarefacile extend to a patient’s companion. For further information, visit www.ieo.it, section “Travel and Hotels”.
Service Charter IEO — September 2011
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The free shuttle Piazza Abbiategrasso 2 (tube, green line) – terminal tram 24 - IEO IEO – terminal tram 24 - Piazza Abbiategrasso 2 (tube, green line)
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Service Charter IEO — September 2011
This service is offered by IEO Foundation; you can help the foundation by making a donation at www.ieo.it, section IEO Foundation. (see page 31)
Service Charter IEO — September 2011
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General Information Access to the hospital is allowed from 7 am to 10 pm every day of the year. For hygienic reasons, no animals are allowed. No food or drink can be brought to the patients without the authorization of the nursing coordinator. We suggest not to bring children under 12 and plants or flowers. IEO no smoking At IEO, it is forbidden to smoke both inside the premises and outside, along the whole perimeter of the structure. This policy has been adopted because of the engagement and the role of the Institute in the scientific, healthcare and social fields. We invite all who want to share with us this fight against smoke, to renounce to a sigarette while at IEO.
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Service Charter IEO — September 2011
10 Who supports the Institute A great project needs solid financial bases to be able to grow. Since its beginning, IEO has been supported by various bodies.
IEO Associates • Allianz - Ras • Banca Popolare di Milano • Banca Popolare di Sondrio • Banco Popolare • Edison • Fondazione Cabrino Carena • Fondazione Italcementi • Fondazione Salvatore Maugeri • Gruppo Generali • Gruppo Fondiaria SAI • Intesa San Paolo • Italcementi • MedioBanca • Mediolanum • Milano Assicurazioni • Pirelli • RCS • Sorin Group • Telecom Italia • UniCredit
Ministry and Associations A great contribution to the development of researches at IEO has been given by the funds delivered by the Ministry of Health, and various Associations and Foundations. A special “thank you” goes to the Italian Association for Cancer Research (Associazione Italiana per la Ricerca sul Cancro – AIRC) that has been financing various projects of the Institute.
Private Citizens Another special “thank you” goes to the People and Companies who made donations through the IEO Foundation and to those who decide to give their 5 per 1000 of their income tax to IEO. From the data made available by the Ministry of Revenues, in 2006, 87.948 people chose IEO, a proof that the fight against cancer is a priority for many people. All who present the Unico model, 730 model or more simply who receive the CUD model from their employer, can choose the destination of the 5 per 1000, by signing and writing the IEO tax code: 08691440153.
IEO Foundation European Institute of Oncology The IEO Foundation is an important tool for financing the projects of the physicians and researchers of IEO.
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Service Charter IEO — September 2011
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Informazioni generali
How to get directions at IEO IEO 1 Where
URP
• Public Relations Office
Timetable 10 — 12 | 16 — 18
Reception
• Booking Request • Reports and Clinical Records Collection • Pre-admissions and Admission via NHS • Paid Pre-admissions and Admission • Echographies • Mammographies • Radiographies • TAC........................................................................ Ground Floor
Radiotherapy......................................... Floor -1 Radiodiagnostics
8 — 16 9 — 17 7.30 — 19.30 8 — 19
7.30 — 19.30 8 — 19.30
• Mammographies • Echographies • Radiographies • Magnetic Resonances • CAT....................................................................... Floor -1
Stay Departments Surgical Area 1
• Abdominal-Pelvic • Cervical-Facial • General Laparoscopic • Thoracic • Melanomae......................................... First Floor
Surgical Area 2
• Senology • Plastics and Reconstruction • Gynecology • Urology............................................. Second Floor
Medical Area
• Medical Oncology............................. First Floor • Radiometabolic Therapy.................. First Floor • Brachitherapy.................................... Second Floor • Hemato-Oncology............................. Second Floor
Services Area
• Intensive Therapy.............................. Second Floor
Informazioni generali IEO 2 Where
Timetable
Reception
• Consultations • Endoscopic Examinations • PET and Scintigraphies • Day Surgery • Medications • Outpatient Surgery............................................. Ground Floor • Day Hospital........................................................ First Floor
7.30 – 19.30 7.30 – 17.30
Samplings.................................................. First Floor
Get directions with pictograms
Endoscopy............................................... Floor -1 Nuclear Medicine
• PET and Scintigraphies • Radiotherapy........................................................ Floor-1
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Day Hospital.......................................... First Floor Day Surgery...........................................Second Floor Consultations
• Outpatient dept. 1 to 29 ..................................... Ground Floor • Outpatient dept. 30 to 39 .................................. First Floor • Outpatient Surgery ............................................ First Floor Timetable (Lu-Ve)
Other timetables
7 – 19.30 7 – 19
8 – 18 (Sat-Sun, Holidays)
7.30 – 10 12 – 15 19.30 – 20.30 7 – 17 7 – 18 9.30 – 13
8 – 12 (Sat-Sun, Holidays)
Facilities • Bar
IEO 1 Ground Floor (Hall A) IEO 2 Floor -1 IEO 1 Ground Floor (Hall A)
• Restaurant Breakfast Lunch Dinner • Newsagent • Travel Agency • Sottovoce Association • Bancomat • Telephones • Chapel
IEO 1 Ground Floor (Hall A) IEO 2 Floor -1 IEO 1 Ground Floor (Hall B) IEO 1 Ground Floor (between the two Halls) 9 – 13 IEO 1 Ground Floor (Hall A and Hall B) IEO 1 Ground Floor (Hall A and Hall B) IEO 1 Third Floor 14 – 17.30 14 – 17.30
10
www.ieo.it The website reports all the information on IEO, including the ones presented in this document; You can also book consultations and examinations, read the curricula of the physicians and download modules.
Useful Telephone Numbers Switchboard Tel. 02 - 57489.1 CUP (Unified Booking Center) Tel. 02 - 57489.001 Working days: 8.00—16.00 Public Relations Office e-mail: urp@ieo.it Fax: 02 - 94379.276 Working days: 10.00—12.00 e 16.00—18.00
IEO European Institute of Oncology Via Ripamonti 435 20141 Milano T +39 02 57489.1 F +39 02 57489.208 W www.ieo.it
IEO is accredited by the Joint Commission
by the Permanent Group on the Service Charter • Leonardo la Pietra • Sergio Carlini • Pier Luigi Deriu • Giorgio Magon • Emanuela Ottolina • Bruno Tonon
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Service Charter IEO — September 2011
DSA.DO.0075.M
Updated in September 2011