PATIENT’S CHARTERImed S.r.l. – Radiologia Medica Bassano

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Dear Madam, Dear Sir,We present the Patient’s Charter of Radiologia Medica Bassanowhich represents an information tool on the activities of theCentre as well as an opportunity to verify the quality of theservices provided.This Patient’s Charter is intended to be a useful and pleasant toolto accompany all those who wish to have more information aboutthe structure, in a virtual path through our clinic.

In receiving you to our facility, we welcome and assure you that all our efforts will be primarily aimed at satisfyingyour health needs.In this Charter you will find all the information related to the structure, its activities and services.The User and all those who intend to make use of our professionalism have in this way a simple but effective tool ofinformation and control.In fact, at any time along the healthcare path, you will find in this quick guide all the news and information that canenable you to act swiftly and consciously.The aim of our daily activity is to offer you qualified assistance through competence, professionalism and humanity.In thanking you for your cooperation, please consider us at your disposal for any information and requirements notillustrated in this Patient’s Charter.

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Introduction

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v 2017 - Imed S.r.l., in order to offer users a greater service in the Veneto region, expands its operations to a newfacility located in Bassano del Grappa, Radiologia Medica Bassano.

v 2018 - Imed S.r.l. and, consequently, Radiologia Medica Bassano, is acquired by Alliance Medical Italia S.r.l.,which integrates it into the centres of the Alliance Group, taking care of the new organisation.

Radiologia Medica Bassano is certified according to the ISO 9001:2015 standard by IMQ S.p.a. (certificate n°9122.IMED-5) for the following activities: Provision of services of traditional radiology, diagnostic imaging,outpatient ecography.

Radiologia Medica Bassano offers a qualified assistance through competence, professionalism and humanity,pursuing the continuous improvement of the quality and efficiency of services, with the adoption of any appropriatemeasure to achieve these objectives.

History

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Operating structure

Radiologia Medica Bassano is located in Bassano del Grappa (VI),in Via Cereria n. 6 and operates in a structure on the first floorequipped with modern equipment for the provision of services.

Location

Contacts

By car: Accessibility by car is guaranteed bya large car park.(GPS : 45.7583357, 11.7393961)

By bus: the structure can also be reached bybus, with stops adjacent to the clinic.

Itinerary

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Via Cereria, 636061 Bassano del Grappa (VI)

0424.522850

0424.1890077

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info@radiologiamedicabassano.it

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Opening hoursDue to the Covid-19 emergency the openinghours have changed; from 17/03/2020 to15/04/2020 the Center will be open on thefollowing days and times:

MON - FRI 8: 00-15: 00

MON– FRI7:00 - 20:00 (imaging diagnostic)

7:00 - 20:00 (clinic)SATURDAY

8:00 - 13:00 (imaging diagnostic)8:00 - 13:00 (clinic)

Healthcare ServicesImaging diagnostic

Imaging diagnostic

• Traditional radiology• Dental radiology• Orthopantomography• CT Cone Beam*• Spiral CT*• Mammography• Bone Densitometry *• Ultrasound• Articular magnetic resonance imaging• Total Body magnetic resonance imaging

Healtcare Director : Dr. Ricardo Antonio Calosso

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Authorised (SUAP code of practice 02399140280-28022017-1158) and accredited disciplines with Bur n.79 del 14/08/2017.

* Exam provided privately

Instrumental exams

• Arterial and venous Echocolordoppler *• Echocolordoppler TSA• Abdominal aorta echocolordoppler *• Echocolordoppler renal arteries

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The activities of Radiologia Medica Bassano are based on the utmost correctness and consideration of the patient and in particularfollow the principles of:

EquityThe Facility guarantees all users access to the health services offered without distinction of age, sex, race, language, nationality,religion, political opinions, physical and mental conditions or otherwise.

ImpartialityThe Structure inspires its action to criteria of impartiality, that is, of justice and objectivity. Each user is guaranteed a service thatreflects his or her dignity.

Continuity of useRadiologia Medica Bassano is committed to providing all its patients with continuous, regular and uninterrupted services, taking thenecessary measures to avoid inconvenience to users. In the event of a programmed or unscheduled absence of those responsible, anew person responsible for the continuity of the service is identified within the company, in order to minimize any inconvenience topatients.

Right of choiceRadiologia Medica Bassano recognizes the user's right to choose the health facility that best meets his needs, as well as the operatorwith respect to the services offered by the outpatient clinic.

ParticipationUsers have the right to information, the right to lodge complaints and to have them answered, and the right to submit proposals forimproving the services offered by the Outpatient Clinic.

Effectiveness and EfficiencyThe services and performances must be provided by taking all the necessary measures to satisfy the needs and demands of the users inan appropriate manner. The effectiveness of the services is a consequence of the efficiency of the system, the level of specialization ofthe staff, the modernity of the equipment, the most advanced medical-scientific knowledge resulting from the continuous training.

Core values

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Access to Centre’s activitiesDue to the Covid-19 emergency the opening hours have changed; from 17/03/2020 to 15/04/2020 the Center will be open on the following days and times:MONDAY - FRIDAY 8:00-15: 00The structure is open to the public from Monday to Friday from 7:00 to 20:00 all day; on Saturday from 08:00 to 13:00.

Public access can be provided in different ways:

Ø by direct request to the Reception at the CentreØ By calling the Center at 0424.522850;

Ø via CUP by contacting the number 800.038990 or 0424.884050;

Ø by sending an e-mail to the address : info@radiologiamedicabassano.it, indicating your own telephone number.

When booking the medical service, the personal and contact details must be provided; otherwise it will not be possible tocomply with the user's request. All personal data are processed in accordance with current legislation on the subject. Theuser can view the relevant information at the Institute or by connecting to the link http://alliancemedical.it/tutela-della-privacy.

Please note that you must cancel your reservation well in advance (at least 72 hours before the appointment), otherwiseyou will still be required to pay the participation fee for health care, even if exempt (DGR 600 of 13/03/2007).

The user can be sent to the facility by their family doctor or specialist doctor, or logged in spontaneously for their ownpersonal needs.

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Access to the structure and orientation within it is guaranteed to users through the provision of a series of measures,which involve the presence of signs of easy visibility and understanding, even by foreign users (eg. safety signs,formed by colors and unique drawings) and signs also placed outside the structure, if necessary (eg. indication ofentrances / exits, dedicated parking lots, etc..).

The Centre shall also take all measures it considers essential for the reduction of differences in access and theprotection of citizens who are fragile or belonging to risk groups:

v assistance to the blind and visually impaired in accessing diagnostic services both at the time ofbooking and at the time of acceptance and execution; access is also allowed for guide dogs;

v assistance to the deaf and hearing impaired in accessing the diagnostic services both at the time ofbooking and at the time of acceptance and execution;

v possibility of access for accompanying persons in the case of diagnostic tests to children andpersons in conditions of psychophysical distress;

v previously at the stage of acceptance to clearly pregnant women, to children under the age of 3years, to persons with disabilities and their accompanying persons.

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Access to Centre’s activities

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Provision of the serviceAcceptanceWhen providing the service, the patient must present himself at the acceptance ofthe Centre with the following documents:

ü Document proving identity (identity card, passport or other valid document).

ü Any documents issued by the treating physicianü Valid health card

ü It is also advisable to have any previous clinical documentation and the list ofdrugs you are taking

ü Possible list of substances to which you are allergic..

Ticket payment

The payment of the ticket, where applicable, must be made before the performanceof the service, directly at the Centre.Non-exempt citizens are required to pay for services according to the current rates ofthe Regional Nomenclature, the same for both public and private accreditedstructures.For private services, the current price list is available at the reception desk.Payments can be made by bank card, credit card, cash.

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For any further information please contact the staff in acceptance

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Release of reports and certificatesThe collection of reports can be made at the Centre fromMonday to Friday from 08:00 to 19:00. On Saturdays only in themorning, from 08:00 to 12:00.For the following services the delivery of the report isimmediate:• Ultrasound scans;• Echocolordoppler;• Mammographies.

For all other types of examinations, the delivery time isestimated at 48h / 72h. The day of collection will be highlightedon the sheet issued to the patient by the acceptance staff.It is possible to request the sending of the report :• By mail (only for paper reports);• By courier (paid service).

It is possible to delegate another person to the collection. Thedelegation must be expressed in writing using the formprovided, signed by the delegator and delegated to collect andaccompanied by a copy of identity document of the delegatorand delegated.The issue of certificates proving the performance can berequested by the patient at the time of acceptance.

Respect for confidentialityAt the time of acceptance, the user is asked to giveconsent to the processing and communication ofpersonal data and data relating to his or her state ofhealth for the purposes indicated in the informationnotice in accordance with current legislation, whichthe user can view at the Centre.The signing of this consent is essential for theperformance of the service. The Centre guaranteesthe user professional secrecy in relation to diagnoses,therapies and all information of a private andpersonal nature that emerges in the context of theservice.

Waiting times

The waiting times for the agreed services varydepending on the appointments made by the ULSS 7Single Reservation Centre.

The waiting times for private services can beestimated at 2 - 4 working days.

Provision of the service

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Service ReliabilityBefore the start of the examinations or visits, a controlactivity is carried out by the Acceptance/Checkout, inorder to verify the existence of the necessaryrequirements for the administrative acceptance of thepatient.A patient's medical history is taken in order to checkthe health requirements.During the process, it is the task of the operators whotreat the patient to check that the examinations orexaminations are going well in order to guarantee theireffectiveness and efficiency.In case of failure to provide the service booked, thepatient is given the opportunity to use it at the othersites of the Group (Centro Diagnostico Castellano S.r.l.,Centro di Radiologia S.r.l. e Imed Srl - sedi di Padova).Alternatively, the patient can book a new appointmentas soon as possible.

Ambient ComfortWith a view to providing a service that is constantlygeared towards quality, the facility offers users a rangeof comforts:

• Hot drink dispenser• Magazines;• Water dispensers.

Informed consentThe user has the right to be informed and involved inthe diagnostic and therapeutic process; depending onthe type of examination to be performed, the user isprovided with the relevant information andpreparations. The user can accept or refuse theproposals made by the doctors, expressing theiragreement or refusal by signing the informed consentform.The user also has the right to receive all theclarifications he deems appropriate from the doctorsoperating in the branch in which he receives theservice, according to the specific skills.

The Centre is committed to ensuring the respect of allpatients, without distinction of cultural and ethnicspecificities.

Humanisation

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Ø Mobile phones

To respect the environment and other users, and alsoto avoid any interference with the delicate electronicequipment in use in the various clinics, please turnoff your mobile phones beyond the acceptanceenvironment.

Ø Emergency

Radiologia Medica Bassano has prepared emergencyplans for unexpected events; these plans can betriggered immediately if necessary and each elementplays a specific role in them. The objectives of theseplans are to minimise the risks that users may face asa result of the event, to help those who may beinvolved and to control the event in order to reducedamage. In the event of unforeseen events, pleaseremain calm and perform as required by thedepartment staff. In particular if you leave thefacility, do not return to your home environment, butgo to the nearest emergency exit indicated by thesigns.

Ø Reports and complaints

To report any inefficiencies, the user can contact theacceptance staff in the following ways:Segnalazioneverbale• Verbal reporting• Simple paper letter• Telephone, fax, e-mail• Fill in the form (ALL PG COMPL.8_A) to be

requested at the reception desk.

Ø Smoking

In accordance with current legislation, smoking isprohibited in the entire area inside the Centre. Theuse of electronic cigarettes is also prohibited. If youcannot do without them, please smoke outside thestructure and switch off and store the smokingmaterial a few minutes before returning to therooms of the Centre.

Behavioral indications

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Quality policy and goalsRadiologia Medica Bassano is constantly committed to improving the quality level of its services; for this reason ithas an internal quality system and has adopted a Quality Policy aimed at satisfying the needs of the Customer,guaranteeing:

• constant technological innovation and increase in know-how in order to respond adequately to market needs• satisfaction and high levels of service and medical care for patients• the adequacy of the facilities and services to the standards required by current regulations (health and safety

in the workplace, removal of architectural barriers, disposal of special waste, cleanliness and comfort of thepremises, etc.).

With a view to continuous improvement, they set themselves as objectives for Quality:

• Constantly monitor customer satisfaction in order to offer services that ensure the best possible quality;• Expand the offer and enhance the quality of care, technical-professional and organizational services, ensuring

constant technological innovation, in order to respond adequately to market needs in full compliance with current regulations;

• Guarantee the safety of operators and users also through a constant analysis of the reporting of adverse events (incident reporting), in order to prepare corrective actions and improvements aimed at minimizing risks, with a view to ensuring high levels of quality;

• Enhance the professionalism of human resources also through a process of continuous learning, in order to ensure the development of knowledge and to innovate and improve the way of working;

• Monitoring strategic business processes, promoting the use of risk - based thinking.

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Product Standard

Below is a map of the product standards that Radiologia Medica Bassano Radiologia intends to pursue throughits policy of continuous improvement, with indicators that allow you to keep monitored the quality level.

The Management assesses the achievement and adequacy of the objectives set in relation to: customer needsand expectations, mandatory requirements, available resources..

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Parameter KPI Standard

Customer Satisfactionmonitoring

Accessibility of the serviceEnvironmental conditionsStaff behaviourPunctuality in performance (waiting times)

Excellent

Application of the complaints procedure

Number of complaints resolved / total number of complaints received

100%

Equipment availability and efficiency

Number of machine downtime hours due to failures Tendency to 0 hours

Delivery time reports Number of reports delivered after the deadline/Number of reports delivered

Tendency 0%

Personalization and humanization

Personnel can be identified by clear and legible tags 100%

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Satisfaction Survey

With the aim of continuously improving our services, we wouldbe interested to know your opinion about the Structure, thestaff working there and the services offered. Your indicationswill be very useful to us to examine the problems raised andthe possible interventions to increase the quality of ourservices.We therefore ask you to fill in the Satisfaction survey, which iscompletely anonymous and available for acceptance.The form can be filled in at Radiologia Medica Bassano anddeposited in the appropriate containers.

His contribution will help us in the constant evolution thatmust accompany our work, today and for the future.

We would like to thank you for your valuable cooperation andremain available to answer any questions you may have.

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