inpatient guide - amina...

INPATIENT GUIDE

1 Welcome to Amina Hospitals 2 Our Mission, Philosophy and Quality Promise3 Patient Rights and Responsibilities 4 Inpatient Guide Introduction Preparing - Night before the Surgery Admission Process What to Bring & What to leave behind Admissions in the event of an Emergency Inpatient Room Facilities Before, During & After Surgery Going Home /Discharge Final Bill and Medical Records5 Health and Safety A Partnership for Patient Safety Leadership Rounding Infection Control and Hand Hygiene Preventing Falls Smoking Policy6 Information for Family and Friends Contacting a Patient Visiting a patient/Visiting Hours Cell Phone Policy Prayer Room Coffee Shop WIFI Access Valet Parking 7 Feedback 8 How to make a complaint9 Hospital Contact Numbers10 Emergency Numbers 11 Hospital Location Map

Quality Assured Care from Anglo Arabian Healthcare

Table of Contents

A Warm Welcome to Amina Hospital

Thank you for choosing to receive your care at Amina Hospital.

We believe in placing our patients at the centre of our care process, and as such we continuously strive to measure and improve the patient’s experience of our services.

At a time when you need medical care, we want to be certain that you are comfortable and have a positive experience.

Our staff are constantly focused on improving the environment for you and your family, acknowledging your concerns, respecting your wishes and excelling in providing the best treatment possible. We are always trying to find better ways to help patients understand more about their medical care and provide the information and support they need related to their care. Every patient who comes through our doors deserves the best treatment possible and when we identify individual ways that we can better improve your care, we will do so. Please let us know if there are ways we can serve you better during your stay.

Because we are committed to excellence, we know that outstanding care involves more than good medicine. That is why our concern for you extends to every part of your stay. It is our primary goal to provide you with quality care and make your hospital experience as safe and comfortable as possible. The information in this guide will familiarize you with hospital services and policies and will answer many questions you may have during your hospital stay. If you have questions that are not addressed in the handbook, please do not hesitate to request assistance from any member of your health care team.

On behalf of the hospital employees, medical staff, and the management, I extend to you a personal welcome and thank you for choosing Amina Hospital for your current medical needs.

Amina Hospital is committed to serving you and hope to continue to serve as your healthcare provider of choice.

Sincerely,

Dr. Eduard LotzHospital DirectorManaging Director Northern Emirates andGroup CMOMedical Director Northern Emirates and Group CMO

Amina Hospital Quality Promise

Our Mission

Our Philosophy

Amina Hospital professionals are Consultants, Specialists and qualified GP’s who have National and International experience in the UK, USA, Europe, Arab countries and the GCC. This pedigree ensures that the Amina Hospital clinicians bring not only clinical excellence but with experience comes genuine empathy and cultural understanding. Amina Hospitals follow the US Ambulatory Care Standards quality framework to ensure that we can benchmark our clinical services and care pathways against international healthcare providers.

The Amina Hospitals have chosen to put each hospital through strict quality criteria such as the implementation of JCI Quality Assurance Standards as validation of our promise to strive for clinical excellence and the provision of genuine quality healthcare

Amina Hospitals and Clinics aim to become one of the leading healthcare groups throughout the Middle East who are renowned for not only consistent clinical quality assurance but for genuine care and understanding for our patients regardless of race, religion, status or income.

We believe that the prevention of illness, disease and injury is much more preferable than cure. Therefore, we aim to educate our patients and encourage them to choose to live a healthy lifestyle maximising their quality of life.

Our ValuesOur values will be used as a barometer of how we behave and our determination to adhere to these common group values shall cascade throughout all of the Amina Hospital family.

Using an acronym when we teach new employees our company values helps each new team member to be mindful of what their everyday behaviour represents as a responsible member of the Amina Hospital.

RESPECT

EMPOWERMENT

PASSION

LEADERSHIP

INTEGRITY

CARE

ACHIEVEMENT

TRUST

EMPATHY

7Inpatient Guide, Amina Hospital, Ajman

PATIENT RIGHTS AND RESPONSIBILITIES

INPATIENT GUIDE INPATIENT GUIDE

We believe that you, as a patient, play an important part in your health care and are are here to help you in that role. We understand that coming to a hospital can be a worrying time for many people. As an inpatient, you will be staying overnight at the hospital for at least one night. We will do our best to make sure your stay is as easy as possible while you get the best care we can give.

To prepare you for a comfortable and worry free stay, we have put together important information below:

Preparation - The Night before your Admission

• Do not eat or drink anything after midnight, unless specifically instructed otherwise. Your surgery may be cancelled if you do not follow this instruction because it puts your safety at risk.

• Check with your doctor about taking any medication on the day of surgery, including all of your usual medications, such as heart, asthma, blood pressure, seizure, transplant, thyroid, anti-depressants, insulin and chronic pain medications that are taken daily with a small sip of water.

• Do not take any vitamins, supplements or herbal preparations the morning of surgery unless specifically instructed to do so.

• Do not drive yourself to the hospital because you will not be able to drive yourself home. Our staff can help you make arrangements for transportation to and from the hospital in advance.

• If you are asked to take a pre-operative shower, please follow the specific instructions provided by your doctor or nurse. Many surgeons are now having their patients take a shower before surgery. Inquire about using a pre-surgical body wash.

• Please arrive on time.

Admission Process

When you arrive at Amina Hospital, you may park your car in the main parking lot or opt for the free Valet Parking available at the Main entrance of the hospital. Valet parking is available during normal hospital hours which are from 9 am to 9 pm.

Proceed to the Main Lobby on the ground floor, enquire for the Inpatient Floor and use the lifts on either side of the Main Reception. Should you need assistance, please contact the Main Reception.

Your admission formalities will be completed in the Inpatient Floor. Your nurse will then escort you to your room where your doctor will explain the procedure and you will sign a consent form, which is a statutory requirement. The nurse will then perform checks and give you a wrist band containing your name and details. This must be worn at all times in the hospital as it is a vital part of safety checks to make sure you are always given the correct treatments of medicines. Inform your nurse if you have any allergies (e.g. food, medicine, latex).

What to bring with you:

• Please bring your admission form, insurance card, identification card (such as Emirates ID, Passport copies or Driver’s License) and previous medical records, if any, to present to the Admission staff. The insurance card will be retained until you are discharged.

• Come in comfortable clothes and carry your personal items like toiletries.

• If needed, feel free to bring your dentures, eyeglasses and hearing aids. Our nursing staff will put

these items in special containers so you can keep track of them. The hospital is not responsible for lost or stolen personal items and valuables.

• Self-paying patients are required to have the funds available to cover the cost of the treatment. Hospital policy requires self-paying patients to deposit the estimated cost of treatment prior to or at the time of admission. The Reception staff can assist with estimates prior to the admission planned.

• If your or your spouse’s employer is sponsoring your treatment, please inform the Admissions Office well in advance and ensure that all necessary authorisations and other documents are in order. Once the guarantee of payment is submitted, the Admission Office will confirm the coverage of the procedure after confirming with management.

• All required and planned treatment must be pre-authorised by the insurance provider to qualify for direct settlement. Expenses not covered by insurance plans will have to be settled by the patient via cash or credit card.

• Please bring any medication prescriptions list with you and allergic medications list if any. Carry your routine medications as advised by your doctor.

• It is advisable to come to the hospital with a relative or friend, who can also assist you with completing the admission formalities.

• If you feel unwell or get a cough, cold, skin infection or stomach upset prior to getting admitted, please inform your consulting doctor immediately.

• If you need to change your admission date, please contact us as soon as possible and we will try to arrange a date that is convenient for you.

• Certain health conditions may require you to visit the hospital a day earlier to complete anaesthetic evaluations and pre-operative procedures.

What to leave behind:

Though hospital provides a safe locker, it is advised to leave ALL jewellery (including wedding bands, piercings, etc.), credit cards, large amounts of cash, and other valuables at home. The hospital is not responsible for personal items, clothing, or valuables.

For Admissions in the event of an Emergency

You can be admitted to the hospital as per the Hospital policy.

If you are covered by an insurance provider, the hospital can seek an approval for your treatment on your behalf.

In case your insurance provider in unreachable, you or your relative will be required to sign an Emergency Admission Form to admit you as a self-paying patient. In such a case you must pay a deposit to cover the cost of the treatment. Subject to approval from your insurance provider, the deposited amount will be refunded. If the treatment is not covered by your insurance, you will have to bear the cost.

If the Patient is alone or brought in alone, the hospital will provide the necessary treatment and stabilisation, following which the Hospital Management shall contact the Patient’s family or place of work and request them to visit the hospital for further management.

10 11Inpatient Guide, Amina Hospital, AjmanInpatient Guide, Amina Hospital, Ajman

Inpatient Room Facilities

Rooms have their own private bathroom and shower, flat screen TV, closet and rooming-in furniture so a relative or close friend can spend the night. A phone is available in every room for free local calls while external calls are chargeable. Your nurse can explain the controls for the bed, lights, nurse call system and television. We welcome and encourage you to bring your own pyjamas, slippers and toiletries and maternity patients an outfit and a receiving blanket for the baby. If you use a walker or a cane, please label it clearly and bring it with you. You may bring electronic equipment (e.g. smartphone), light reading material and small amounts of money, but we strongly recommend that you do not bring any valuables with you.

Private Rooms

All of our inpatient rooms are private rooms.

Rooms will be assigned based on availability. It is essential that you bring a room rate deposit at the time of admission as room rates vary depending on insurance provider, the room occupied and surgery/procedures conducted. The Admission staff can assist you with room rates.

Private rooms enable the level of quality, safety and comfort you and your family deserve during your stay. Private rooms help:

• Improve infection control throughout the unit.

• Provide patients with a positive environment for healing.

• Provide privacy for medical discussions and treatments.

• Reduce noise in the patient’s environment.

Paediatric Patients

We understand that hospital stays can be a worrying experience for our younger patients and we do everything possible to make them comfortable and relaxed. Parents are welcome and encouraged to stay with them overnight. You may bring your child’s favourite toy or comfort item with his or her name labelled on it. If there is anything you may need, please contact your nurse.

Bathroom

Rooms have their own private bathrooms which are equipped with an emergency cord if you need assistance. Pull the cord to signal the nurses’ station and call for help to your room.

Food

You will be provided a therapeutic meal plan based on medical condition, treatment plan and individual preferences. This is included in the room rate. Relatives or attendants staying with you may order their meals which is cash on delivery (Menu is available in the Patient Room).

INPATIENT GUIDE

13Inpatient Guide, Amina Hospital, Ajman

Before Surgery

• Your nurse will prepare you for your procedure. This takes about 30 minutes. During this time the nurse will:

o Verify your information; ensure surgical consent is signed and that all necessary information is documented in the chart.

o Have you change into a hospital gown and assign you a bed, orient you to the surgical environment and all aspects of the planned procedure, and then conduct a full assessment.

o Explain all interventions, such as intravenous (I.V.) insertions, pre-operative medications, diagnostic testing and laboratory studies.

During Surgery

• Once you have been taken in for surgery, your family member or visitor may wait in the visitors lobby or in the Patient Room.

• If your family member or visitor waits in the inpatient room, he/she will be given a call to notify when you are out of surgery.

After Surgery

• You will be taken to the Recovery Room for approximately 45 minutes

• Nurses will provide immediate care after which your family or visitors will be invited in to see only paediatric patients

• After recovery, you will be transferred to the inpatient department.

Going Home /Discharge

Your doctor will decide when you are ready to leave or be discharged from the hospital. Before you leave, your doctor, nurse and other members of your health care team will provide you, your family and/or caregivers with information and instructions about your post-hospital care.

Although we love caring for you, we know that you want to be on your way home. We will help you make a smooth transition from the hospital to home or an extended care facility. Our nursing staff will identify your continuing needs early in your stay so that you can transition as soon as possible.

Final Bill

Once your doctor has advised for your discharge, please allow a minimum of 4 hours for the ward nurse, pharmacy, insurance and billing teams to process your papers and prepare your final bill. When this is ready you may proceed to the Inpatient Reception for payment. You can review the bill and ask the cashier any questions you may have. Any outstanding amounts will be deducted from the deposit. Any amount exceeding the deposit must be paid in full. If the treatment is fully covered, you will sign the bill after reviewing it. You may then go back to your room and prepare to go home.

Medical Reports

You nurse will provide you with a discharge summary and reports of all investigations.

Maternity Discharge: Birth Notifications are to be collected from the Admissions Desk in the 5th Floor

Medical certificate

A Sick Leave certificate will be issued as instructed by your doctor and as per MOH regulations.

Follow up appointments

Your doctor will advise you about follow up appointments. You may then call our Patients Relation Department to make a booking.

Attested Sick leave

If your Sick Leave certificate has to be attested kindly inform the nurse on the first day of admission.

Feedback Form:

We welcome feedback from patients and families or friends in the effect to improve the service.

You are requested leave feedback about your stay, please complete the Feedback form available in your room

On the day of your discharge, a staff member will escort you to the Main Entrance. If you have concerns about discharge, do not hesitate to discuss them with your nurse/doctor or contact our Admission Department at 06 711 4444 for assistance.

Medical Record Inquiries

In order to receive copies of your medical records, please complete a valid Authorization to Release Health Information Form which is available at all reception counters and return it with the appropriate fees at the Main Reception.

INPATIENT GUIDE INPATIENT GUIDE


HEALTH AND SAFETY HEALTH AND SAFETY

A Partnership for Patient Safety

Our health care partnership begins with our commitment to your safety. Patients who are involved with their care in the hospital tend to do better. By working together with your health care team, you can lower your risk of injury and make your stay safer.

Amina Hospital promotes patient involvement in their care and encourages you to SPEAK UP if you have any concerns. To offer the highest quality of care, we want you to know that your safety is a priority.

We offer a brief safety orientation to all hospitalized patients and their families to ensure a safe environment for patient care. Sometimes you or your loved one may see that something is wrong. In those emergencies, we rely on you to call for immediate attention from healthcare professionals.

Leadership Rounding

Nursing leaders and other representatives from our administrative team will be visiting you throughout your stay. Please share your experience with them.

Physical Therapists, Radiologists, Pharmacists, and others

Physical therapists, radiologists, and other care providers are here to assist in your recovery. In addition, security, housekeeping, food service workers and other staff members work to make your stay as safe and comfortable as possible.

Infection Control and Hand Hygiene

“The single best way to control hospital infections is by hand washing”

Clean hands are key to preventing infection and the spread of disease. Amina Hospital follows hand hygiene recommendations from the Centres for Disease Control and Prevention.

You and your visitors also play a key role in the prevention of infection and the spread of disease. Remember, perform hand hygiene before and after eating, after using the bathroom, and after sneezing or coughing. Your doctor, nurse, or any staff caring for you can answer questions about hand washing and other infection control concerns.

Preventing Falls

In the hospital, people can be at a higher risk for falls. Illness, surgery and medicines can weaken or affect your balance and judgment. Also, medical equipment and the unfamiliar environment can make movement more difficult. We are committed to keeping you safe from injury during your stay.

During your stay we will:• Assess you for your risk of falling upon admission and as your condition changes.

• Determine what preventive measures should be taken to try to prevent a fall while you are in the hospital, and share this information with other staff involved in your care.

• Show you how to use your call bell and remind you when to call for help.

• Respond to your calls for assistance in a timely manner.

• Assist you with getting in and out of bed and using the restroom as needed.

• Provide you with safe footwear and any recommended equipment (such as a walker or bedside commode) that will make it safer for you to move about.

• Make sure the call bell and other needed items are within reach before staff leaves you alone.

We ask you or a loved one to:• Tell your nurse if you have a history of falls

• Use the call bell before attempting to get out of bed and wait for staff to come and help you.

• Wear non-skid footwear and use equipment that has been provided for your safety.

• Make sure the call bell and other needed items are within reach before family or staff leaves your room.

• Notify a member of the health care team if your safety ID band comes off for any reason.

Smoking Policy

Amina Hospital is commitment to a clean environment and strictly prohibits smoking within the hospital. No smoking is allowed on Hospital premises or its grounds. All wards and public areas within the hospitals are non-smoking.


INFORMATION FOR FAMILY AND FRIENDS


Visitor information

We encourage family and friends to visit patients and have put together some information designed to enable our patients, and their family and friends, to plan for and get the most out of visits to Amina hospitals.

Contacting a patient

Telephone and other enquiries

The telephone numbers of the hospital is listed in the contacts with the extensions numbers of the departments. When you call, please ask for the Inpatient Room Number. If you don’t know where the patient is admitted, ask for Admissions Desk. It is helpful if just one person telephones with enquiries and then informs other relatives and friends. This ensures that the hospital staff do not spend too much time answering the phone. We cannot give medical information over the telephone.

Medical information

If you require information on a patient, the doctors and nurses will wish to know what your relationship with the patient is, and seek his or her permission before speaking to you in any detail about the condition and treatment.

Visiting Hours:

Inpatient ward visiting hours are daily between 10.00am to 12.00noon & 5:00 pm to 9.00pm

Family members, children above the age of 2 and friends are welcome to visit the patient, unless the physician requests “no visitors”.

The Intensive Care Unit (ICU) visiting hours are anytime, on permission of the nurse in charge. Only family members are permitted to visit patients in the ICU.

Instructions for Visitors:

To ensure patient well-being, we recommend not having more than three visitors at a given point of time. Children must be accompanied by an adult. We recommend that children below the age of 7 do not visit the hospital.

• Avoid using patient washrooms.

• Do not sit on patient beds.

• Avoid using patient’s phone.

• Do not share the patient’s food or use utensils

NOTE: IN THE INTEREST OF PATIENT AND STAFF SAFETY, INDIVIDUALS WHO ARE ILL OR HAVE BEEN EXPOSED TO A COMMUNICABLE DISEASE MAY NOT BE PERMITTED TO VISIT PATIENTS.

Cell Phone Policy

Amina Hospital is cell/mobile phone friendly. You may use personal cell phones in the

Hospital and Outpatient Care areas, except for the Intensive Care unit, Neonatal Care Unit and Outpatient MRI Suite.

Prayer Room

The prayer room on the third floor is available for patients and visitors who need to pray. They are open and lit day and night. You may wish to pray, or just be silent by yourself or with someone else. There is a mosque within walking distance, opposite to the hospital.

Coffee Shop

Located in the Ground Floor, is open to the visitors and the staff.

Visitors may dine in our hospital’s cafeteria during the following hours (To be announced)

• Saturday to Thursday

• Friday and Public Holidays


WIFI Access

WIFI service is available throughout the hospital at no charge. Complimentary login information is provided at the Hospital’s Enquiry desk by calling 06 711 4444. WIFI is also available in the patient rooms and some designated areas. Request the Admission Desk for the password.

Valet Parking

Amina Hospital provides Valet Parking service for Out Patients and In Patients. Valet Parking is available for visitors only during visiting hours and will entail a fee. Contact the Valet Desk at the Main Entrance of the Hospital.

Feedback

We hope this guide was helpful during your stay at the Amina Hospital. We welcome your feedback.

You are requested leave feedback about your stay, please complete the Feedback form available in your room. Should you have a complaint/concern about any of our services or facility or staff, follow the instruction below on how to make a complaint.

How to make a Complaint

Healthcare services can only improve by listening to and learning from you, the patient, family, friend and visitors. If you are not satisfied with a service or treatment, you feel improvements could be made or you wish simply to acknowledge a genuinely positive service experience please contact

Amina Hospital: 06 711 4444

Customer Care Department: [email protected]

Reception Manager/Operations Manager: 06 711 4444

Email: [email protected]

Online Feedback: www.amina-hospitals.com

Your suggestions and complaints will be handled professionally and kept confidential by the hospital management

KEY CONTACT INFORMATION

Hospital Switchboard

T: 06 711 4444

Hospital Director

Dr. Eduard LotzT: 06 711 4301

E: [email protected]

Medical Director

Dr Hesham M. SoukaT: 06 711 4302


Clinical Services

Appointments T: 06 711 4445, 06 711 4446


Emergency (Reception) T: 06 711 4405

Laboratory T: 06 711 4460

Radiology (Diagnostic Reception) T: 06 711 4410

Pharmacy T: 06 711 4490

Patient Relations T: 06 711 4485

Insurance T: 06 711 4433

Admission and Billing T: 06 711 4450

Executive Office

T: 06 711 4300



Useful Contact Information Location Map

Emergency

Police 999

Fire Brigade 997

Ambulance 999

Telecom companies

Etisalat 101

Du 04 360 0000

Banks

Ajman Bank 800 22

Emirates Islamic Bank 600 599995

EmiratesNBD 600 540000 First Gulf Bank 600 525500

Commercial Bank of Dubai 800 223

National Bank of Abu Dhabi 800 22 11

Dubai Islamic Bank 04 609 2222

Taxi Services

Cars Taxi Ajman 06 740 7788

06 740 7070

Hotels in the Area

Kempinski Hotel Ajman 06 714 5555

Ajman Saray 06 714 2222

The Ajman Palace 06 701 8888

Ramada Hotel & Suites Ajman 06 740 4666

Nearest airports from Amina Hospital

Sharjah International Airport (20 km)

Dubai International Airport (30 km)

Abu Dhabi International Airport (160 km)

DreamseaDiscount Center

Gaint Super Market Sheikh R

ashid

Bin

Hum

eed St

Sh

eik

h R

ash

id B

in H

um

ee

d S

t

Al Zahir St - Ajman

Al Zahir St - Ajman

KM Trading

Lulu Centre

Umm Al MoumineenWomens Association

Sheikh Rashed Bin Humaid Al Nuaiymee Mosque

Rashidiya Ladies Park

Anglo Arabian HealthcareAjman O�ce

Scribbles Nursery

شارع االتحاد

شارع االتحاد

Ajman Muncipality

Taliba Primary School

Ajman Police Station

Al Quds St.

AMINAHOSPITAL


Quality Assured Care from Anglo Arabian Healthcare

www.amina-hospitals.com

inpatient guide - amina...

Documents