Laboratorio analisi Biotest`s
Transcription
Laboratorio analisi Biotest`s
Biotest's Piove di Sacco (PD) Service Charter Biotest's Quality System Certified UNI EN ISO 9001:2008 DIRECTIONS HOW TO REACH THE MEDICAL LABORATORY BIOTEST’S Via S. Pio X, 3 - Piove di Sacco (PD) PARKING: Via Crociata, 6. Pi ov es e Via Pi S.P. S. S. Campolongo 93 Padova Vi a ave S.P. d ei Pes G .M ar co n cator i Chiogg ia Via Ci rcon vall az ione i Biotest's a Vi S Via Pi o cc o .R oX H Pontelongo 3 Via C r ocia ta MEANING OF THE PATIENT’S CHARTER Biotest’s Medical Laboratory have implemented the contents of the regulamentation issued by the Council of Ministers concerning the Patient’s Charter, that is a document which regulates relationship between Citizens and Health Trusts which provide medical services: 1) EQUITY AND IMPARTIALITY: medical services are provided according to equal rules, without discrimination of age, sex, language, religion, social status, political opinion, health conditions. 2) RESPECT: patients/consumers have the right to receive healthcare and to be treated with kindness, courtesy and attention, in respect of human dignity. 3) RIGHT TO CHOSE: Patients/consumers have the right to choose freely the Healt Trusts which provide medical services. 4) PRESENCE: patients/consumers have the right to complain, to receive information and to give advices to improve the service. 5) EFFECTIVENESS AND EFFICIENCY: medical services must be provided with the optimal use of human resources and with the most updated quality standards; provide a prompt response to the need of the patients, avoiding waste that would charge the community. 6) CONTINUANCE: Continuance of providing medical services in order to guarantee patients/consumers coordinated ongoing care. If it would be necessary a temporary stop of some services appropriate measures will be taken to relief consumers deseases In each reception the staff is able to give basic information in English. 4 PROFILE Biotest’s Medical Laboratory is a Limited Liability Company (Srl) formed by an act of 13/07/1976. The statutary aim is to provide Health Services. ACTIVITIES AUTHORIZED by REGIONE VENETO : LABORATORY OF CLINICAL ANALYSIS Private and Conventioned laboratory with the Sistema Sanitario Nazionale ([SSN] National Health Service) General and of Base Laboratory. Regional Authorization n° 4658/38/3 del 23.12.1976 Regional Authorization n° 504 del 07.04.2000 Regional Authorization n° 31974 del 18.12.2007 Institutional Accreditation (L.R. n° 22 del 16/8/2002) DGR n° 3068 del 14/12/2010 HEADQUARTERS: Via S. Pio X, 3 - Piove di Sacco (PD) Tel. 049.5840958 - 049.9714561 Fax 049.9703682 e-mail: info@biotests.it www.biotests.it LEGAL REPRESENTATIVE: Mrs. Alda Di Chiara GENERAL MANAGER: Dott.ssa Margherita Zotti LOCATION OF PIOVE DI SACCO (Padova) Via S. Pio X, 3. The Medical Analysis Laboratory is open to the public Monday to Friday from 7:30 AM to 12:30 PM, Tuesday and Thursday from 7.30 AM to 3.00 PM, Monday, Wednesday and Friday from 4.30 PM to 6.30 PM, Saturday from 7:30 AM to 12:30 PM. Blood testing and /or the delivery of the test material are performed every working day, from Monday to Saturday included from 7:30 AM to 10:30 AM WITHDRAWAL OF RESULTS The results of the diagnostic tests can be withdrawn from the date indicated on the card of acceptance delivered to the user at the moment of sampling. The picking up of the results, showing the leaflet delivered to the moment of sampling and /or the delivery of the material to be examined, is done during the opening hours as indicated. The laboratory staff is always at the disposal for the delivery of urgent responses and for any information or clarification. Tel. 049.5840958 - Fax 049.9703682 Saturday 7.30 AM - 12.30 PM OPENING TIMES from Monday to Friday 7.30 AM - 12.30 PM Tuesday and Thursday 7.30 AM - 3.00 PM Monday, Wednesday and Friday 4.30 PM - 6.30 PM TIMES OF BLOOD TESTING AND/OR DELIVERY OF THE TEST MATERIAL from Monday to Friday 7.30 AM - 10.00 AM Saturday 7.30 AM - 10.00 AM Saturday 10.30 AM - 12.00 AM RESULTS from Monday to Friday 10.30 AM - 12.00 PM Tuesday and Thursday 12.30 PM - 2.30 PM Monday, Wednesday and Friday 4.30 PM - 6.00 PM 5 OUR SERVICES ACTIVITIES OF THE CLINICAL ANALYSIS LABORATORY The analytical work is carried out by the laboratory network of RDI - Rete Diagnostica Italiana Srl According to Resolution No. 4052 of the Veneto Region 11-12-2007 with the following analytical areas: • Clinical Chemistry (Enzymes, Metabolites, Specific Proteins, Pharmaceuticals, Abusive Drugs) • Immunoassay (Hormones, Tumor Markers, Hepatitis Diagnosis) • Enzyme immunoassays (Antibodies and Antigens of Infectious Agents, Autoimmunity, Allergies, Food Intolerances) • Capillary electrophoresis in agarose and for the study of proteins and isozymes • Chromatography for the diagnosis of haemoglobinopathies, Diabetes and Alcohol Abuse • Hematology, Immunohematology and Flow Cytometry • Coagulation and diagnostics of trombofilie • Analysis of arterial blood gases and hemoglobin derivatives • Physical and chemical analysis of urine sediment • Microbiology, Parasitology, Molecular Microbiology • Liquid Chromatography, Gas Chromatography, Mass Spectrometry and Atomic Absorption for Occupational Toxicology • Diagnostic Cytology and Histopathology • Cytogenetics and Molecular Genetics QUALITY FOCUS: internal and external controls are developed daily to ensure the quality of the analytical executions in the laboratories of the group. CONVENTIONS: • Sistema Sanitario Nazionale ([SSN] National Health Service) • Private • Pension Funds SERVICES AVAILABLE WITHOUT RESERVATIONS: • Blood tests and delivery of biological samples for laboratory exams SERVICES REQUIRING A RESERVATION: • Homecare services of Blood and swab tests HOMECARE SERVICES: • Blood and swab tests URGENT CARE: For any services, urgent requests are immediately evaluated and, if identified as high priority, both the appointment and the delivery of the results will be done in the shortest possible time. RESULTS DELIVERY: For most of the laboratory tests is carried out during the day, for other appointments, results may be delivered the following day or following the technical time required to obtain the results that might vary depending on the appointment. 6 The results will be delivered in a sealed envelope in compliance with the Privacy Legislation (D.Lgs. 196/03) to the patient's Doctor, to the patient or someone authorized by the patient by lling, directly at the time of the exams the specific forms. The authorized person will be required to show the ID card at the time he/she picks up the results. As an alternative, the results could be sent to the residence of the patient. It is also available, the Results Online service that customers can access and print the results from any personal computer connected to the Internet. We also offer a Helpdesk Service to address any issue the user could experience using the online service. The Helpdesk is active during the opening time by calling the number: 049.5840958 DISABILITIES: all our offices are easily accessible to the persons with a disability thanks to the elimination of architectural barriers. ADMISSIONS The main objective of the Admission Services is to reach the highest level of customer satisfaction. Therefore the Admission Manager and the General Management coordinate the personnel, the operations, the service quality and any other relevant metrics to fully satisfy the needs of each customer. The average time required for the admission is 15 minutes but it can vary depending on how crowded is the facility. When the customer arrives at the facility he/she is required to pick up a number that regulates the access to the direct access appointments. For all the other services, the customer is required to go to the speci c reception. Any operations requiring access to customer personal data are done in compliance with the current privacy legislation. When required, the customer receives the form for picking up the results. The form includes a section to delegate this task to an authorized person that will be required to show it, together with the ID card, when picking up the results. EMPLOYEES OF THE ADMISSIONS OF BIOTEST’S MEDICAL LABORATORY : • carry on their uniform individual badges clearly showing their name and function; • are chartered with the objective of optimizing the use of time to minimize unjustified breaks; • are required to inform the customer on any issue caused by people of equipment causing delays or postponements; • are authorized to manage the payments or the co-payments required by the Nations Health Service for the services delivered in the facility. For each payment they will issue a numbered invoice as proof of payment. Cash, credit cards and bancomat are authorized form of payments. For laboratory tests the customer receives a card including an appointment number and the ambulatory identifier. For the delivery or urine or feces specimens for tests that do not include blood testing, customers can follow a special faster process. Customers contacting the admission services in person or via phone can expect to optain the following: DETAILED INFORMATION ON: targeted appointments, laboratory exams, instrumental or imaging diagnostics, credits, exemptions or tariffs for customers who are not exempt from payments exactly similar to what they would receive if they went through public facilities, estimates, date and time availability for doctors or managers, procedures on how to access the services provided in all the facilities of the Biotest’s Medical Laboratory, waiting time for the appointments and for the delivery of the results. 7 RESERVATIONS Customers will be required to provide personal data including the phone number. RESULTS 1. When possible, the results are delivered to the customer at the end of the appointment with an average wait time of 10 minutes. In all other cases the results are made available following theinstructions on the results form. 2. The results are delivered in compliance with the current privacy legislation (D.Lgs. 196/03) directly to the customer in a sealed envelope. 3. The results can also be delivered to another individua presenting his/her ID card and the authorization form signed by the customer. 4. The customer can request that the Admission office send the results to his/her home. 5. It is available an Online Results service that allows customers to access and print the results from any computer connected to the Internet. 6. In compliance with the current legislation (art. 5 L. 407 of 29/12/90) the costs for results that have not been picked up by the customer in 30 days will be charged to the customer through the local branch of the National Health System (ULSS). 8 ADMINISTRATION - REGISTERED OFFICE - COMPUTER CENTRE - EDC ADMINISTRATIVE AND ACCOUNTING OFFICES At the headquarters in Padua, Ponte di Brenta, are concentrated the administrative and accounting of the Biotest’s Medical Laboratory. • The activity and coordination between the various structures as well as the relationships with suppliers and customers are implemented by the operators of Economics and Management Department, which is Head of Ms. Di Chiara Alda. • Responsible for the accounting Ambrosin Rag. Gilberto. THE COMPUTER CENTRE It is a equipment system, common to all facilities of the Biotest’s Medical Laboratory, required for the storage and processing of data in full respect of privacy. The computer system in use has been designed and implemented by programmers constantly inside the company, to get a personalized tool and responsive to business needs. THE DATA PROCESSING CENTER (EDC) It is coordinated by the Head of Gallo Dr. Emanuela degree in mathematical sciences. It is a dense network of communication that uses the Data Banks, guarantees the issuance of standardized reports for all the facilities, a direct connection with Laboratory and Specialistic Diagnostic Imaging equipments, the complete management of Corporate Services, the issuing of fiscal nature documents, and the preservation of databases for the formation of historical archives. The data processing allows for constantly, statistics and projections that are used for programming and evaluation in different areas. • • • • EDC address: via Bravi, 51 - Ponte di Brenta (Padova) - 35129 Main: 049.6225260 Web: http://www.gruppopavanello.it; http://www.pavanello.it E-mail: ced@gruppopavanello.it ANALYSIS LABORATORY CONVENTIONS: • Sistema Sanitario Nazionale ([SSN] National Health Service) • Private • Pension Funds ACTIVITIES OF THE CLINICAL ANALYSIS LABORATORY The analytical work is carried out by the laboratory network of RDI - Rete Diagnostica Italiana Srl According to Resolution No. 4052 of the Veneto Region 11-12-2007 with the following analytical areas: • Clinical Chemistry (Enzymes, Metabolites, Specific Proteins, Pharmaceuticals, Abusive Drugs) • Immunoassay (Hormones, Tumor Markers, Hepatitis Diagnosis) • Enzyme immunoassays (Antibodies and Antigens of Infectious Agents, Autoimmunity, Allergies, Food Intolerances) • Capillary electrophoresis in agarose and for the study of proteins and isozymes • Chromatography for the diagnosis of haemoglobinopathies, Diabetes and Alcohol Abuse • Hematology, Immunohematology and Flow Cytometry • Coagulation and diagnostics of trombofilie • Analysis of arterial blood gases and hemoglobin derivatives • Physical and chemical analysis of urine sediment • Microbiology, Parasitology, Molecular Microbiology • Liquid Chromatography, Gas Chromatography, Mass Spectrometry and Atomic Absorption for Occupational Toxicology • Diagnostic Cytology and Histopathology • Cytogenetics and Molecular Genetics 9 QUALITY POLICY AND REPORTING COMPLAINTS The Gruppo Pavanello Sanità (Pavanello Medical Group) is certified UNI EN ISO 9001 and guarantees to offer the customer an organization of people and equipment able to provide a high quality service designed to meet even the highest expectations. It is a group policy to offer services that satisfy the initial and subsequent needs of the customers through activities of issue prevention, monitoring and correction, or through the direct involvment and commitment of the personnel, whose contribution to reaching the company objective is critical. The verification of the application of the UNI EN ISO 9001 standard over time is ensured by the "Quality Assurance" activity. The Gruppo Pavanello Sanità has established a Quality Research Team that includes all the managers of the different sectors of the company. Each member contributes to the team by sharing his/her ideas, experiences and observations developed in the daily work inside his/her sector. Each sector of the company is constantly measured against a set of Quality Indicators. Thus, each organization, function, service or performance is assigned a set of Quality Indicators that, through precise and irrefutable data, provide maps showing whether and by how much they deviate from the optimum quality level defined upfront. Thanks to these data the management can intervene by apply the required corrections and improvements. This monitoring and control process covers not only the waiting time, the number of complaints or other metrics that are very visible to the customers, but also other metrics covering the maintenance of the equipment, the controls on other materials, the calibration of the instruments, the training of the personnel etc. All elements that contributes to create a Quality Product. The Quality metrics are the foundation on which the organization builds its Productivity Indicators, needed to evaluate and analyze any process in its entirity also through drastic corrections. The organizations that are quality certified are: - Analisi Mediche Pavanello srl - Analisi Mediche Pavanello sas - Diagnostica Riviera srl - Centro Biomedico Termale - Biotest’s srl 10 WHY IS IMPORTANT TO FOCUS ON THE CUSTOMER COMPLAINTS? The dialogue with the customer is the most important factor of growth for a company like ours. Our services must meet our customer expectations. For this reason the Gruppo Pavanello Sanità makes available inside its facilities, a questionnaire, named “satisfaction survey”, with the objective to identify any issue the customer experience in the service offered. The complaints are stored into an information system, that provides to the General Management and to the Management of each sector of the organization, a set of data to be used to evaluate, understand and, when needed, improve its quality standard. We invite customers to always submit a written complaint, even under conditions of anonymity: the verbal complaint is subject to being submitted to the wrong person or in the wrong moment and not be followed up, or being in effectively communicated inside the organization. If you like to receive an answer, it is required to indicate on the complaint your name, last name and address: the General Management guarantees the maximum level of privacy and commits to provide an answer in the shortest possible time and in any case will comply with the legislation. WHERE CAN YOU SUBMIT YOUR COMPLAINTS? In all our facilities we have a dedicated box that usually is situated next to the Admissions office. SERIOUS INCIDENTS In case you are involved in a serious incident inside the facilities of the Gruppo Pavanello Sanità, you should contact the Complaints Office / Public Relations managed by Lucilla Nanti: (tel.: 049.6225211 - 049.6225218 - email: lucilla.nanti@gruppopavanello.it) 11 CO-PAYMENT REFERENCE TABLE Normativa di riferimento art.1 L.n° 724 del 23.12.1994 (L. 448/98 art.68) The citizens are required to pay non-exempt performance of medical and specialist outpatient care (medical tests), to the correspondence of the amount provided by law. The list of laboratory tests with its tariffs, delivery of reports and procedures for exemption is available on request from the acceptance of Biotest’s Medical Laboratory. The administrative and office staff is available for any clarification. Individuals Citizens younger than 6 years old or older than 65 years old Conditions With a total household yearly income lower than €36,151.98 Pregnant Women or in pre-conception phase Exempt due to the pathology of partial disability Appointments, instrumental analysis in agreement with the National Health System (S.S.N.) Exempt See the Table at Page 9 Disabled due to service cat 6-8 Disabled due to work incidents with disability level lower than 2/3 INAIL injured Disabled Veterans and life annuity holders Severly disabled due to service Severly disabled due to work Persons with 100% disability Social pension holders Malignant neoplastic patients Exempt due to regional protocol Exempt Disabled due to service cat. 2-5 Persons with disabilities or disabled due to work with disability level between 67% and 99% Partially blind and deaf Exempt Holders of social pensions and their dependent household members Unemployed and dependents with a total yearly income lower than €8,236.31, increased to €11,362.05 if married and by an additional €516.46 for each dependent child. Holders of minimum pensions older than 60 and their dependent family members with a total annual income lower than €8,263.31, increased to €11,362.05 if married and by an additional €516.46 for each dependent child. Exempt Other disabled entitled to total exemption All non-exempt citizens Fixed co-payment as DRG 1380 del 5/8/2011 Paying customers up to €36.15 per prescription + €10.00 per prescription For people residing in the Veneto region with a total family yearly income lower than €29.000.00, the xed co-payment is €5.00 per prescription 12 DIAGNOSTIC PROTOCOL FOR THE PROTECTION OF THE RESPONSIBLE MATERNITY Decree 10/09/1998, updated by D.M. 06/03/1995 EXAMS EXEMPTED PROTOCOL OF PRECONCEPTION EXCEMPTION EXAMS FOR THE WOMAN • Anamnesis and evaluation, defined short : Preconception gynecological counseling • Antibodies anti erythrocytes (Indirect Coombs Test): if RH is negative • Rubella virus tests (IgG, IgM) • Toxoplasmosis test (E.I.A.) (IgG, IgM) • Blood count : Hb, GR, GB, HCT, PLT, IND. DERIV, F.L. • Erythrocyte osmotic resistance (Simmel’s test): in case of reduction in mean cell volume and of morphological alterations of erythrocytes • Hb-abnormal hemoglobins: in case of reduction in mean cell volume and of morphological alterations of erythrocytes • I.e. cervicovaginal cytology (Pap Test) EXAMS FOR THE MEN • Blood count : Hb, GR, GB, HCT, PLT, IND. DERIV., F.L.: in case of a female phenotype with heterozygous hemoglobinopathies • Erythrocyte osmotic resistance (Simmel’s test): in case of a female phenotype with heterozygous hemoglobinopathies • Hb-abnormal hemoglobins: in case of a female phenotype with heterozygous hemoglobinopathies EXAMS FOR THE COUPLE • Immunodeficiency virus (HIV 1-2) antibodies • Blood type ABO e RH (D) (exempt only if performed at a public facility) • T.P.H.A. tests • V.D.R.L. tests IN CASE OF ABORTIVITY In case of repeated miscarriages or previous pathologies of pregnancy with perinatal death and when prescribed by gynocologist or geneticist (*) • Transvaginal ultrasound • Hysteroscopya (excluding biopsy with dilatation of the cervical canal) • Biopsy of the uterine lining: endoscopic biopsy (hysteroscopy) of the endometrium • Lupus Like Anticoagulant (LAC) • Anti-cardiolipin (IgG, IgA, IgM) • Anti-microsomal (AbTMS) or anti anti thyroid peroxidase (AbTPO) • Anti-thyroglobulin (AbTg) • Karyotype from lymphocyte metaphases Banding technique (resolution no less than 320 bands): to the pair 13 EXAMS EXEMPTED PRECONCEPTIONAL TIME Possible before the 13th week and however to the first check • • • • • • • • • • • • • • Blood count : Hb, GR, GB, HCT, PLT, IND. DERIV., F.L. Blood Type ABO e Rh (D) (exempt only if performed at a public facility) Transaminase (AST) (GOT) Transaminase (ALT) (GPT) Rubella Virus IgG, IgM: in case of negative IgG to be repeated within the 17th week Toxoplasmosis IgG, IgM (E.I.A.): in case of negative IgG to be repeated every 30-40 days until parturition Treponema pallidum antibodies T.P.H.A, qualora non eseguite in funzione preconcezionale esteso al partner Treponema pallidum anticorpi anti cardiolipina (Flocculazione) (VDRL) (RPR) if not carried out according to preconceptional function extended to the partner Immunodeficiency Virus (HIV 1-2) antibodies Glucose (Glycemia) Urine analysis Urine Culture and ABG Obstetric ultrasound Antibodies anti erythrocytes (Indirect Coombs test): in the case of Rh negative women at risk of immunization, the test must be repeated every month, in case of ABO incompatibility, the test should be repeated at 34th- 36th week. 14th - 18th WEEK • Indirect Coombs test • Toxoplasmosis test (to be considered as two dosages) • Rubella Virus IgG, IgM (until the 17th week. Only if previous negative IgG) • Complete Urine analysis • Urine Culture 33rd - 37th WEEK • Indirect Coombs test • Toxoplasmosis test (to be considered as two dosages) • Hepatitis B virus antigen HBsAg • Hepatitis C virus antibodies • Complete Blood count • Immunodeficiency virus (HIV 1-2) antibodies • Complete Urine analysis • Urine Culture 19th - 23rd WEEK • Indirect Coombs test • Toxoplasmosis test (to be considered as two dosages) • Complete Urine analysis • Urine Culture 38th - 40th WEEK • Complete Urine analysis • Urine Culture (if bacteriuria is present in the examination of urine) FROM 41th WEEK Su prescrizione dello Specialista (*) • Obstetric ultrasound • Cardiotocography: (if necessary to monitor until parturition) 24th - 27th WEEK • Indirect Coombs test • Glycemia • Glycosuria • Toxoplasmosis test (to be considered as two dosages)) • Complete Urine analysis • Urine Culture In case of significative bacteriuria • Urine Culture complete search microorganisms and pathogenic yeasts. Included: bacterial count 28th - 32nd WEEEK • Indirect Coombs test • Ferritin • Complete Blood count • Complete Urine analysis • Urine Culture (if bacteriuria is present in the examination of urine) • Toxoplasmosis test (to be considered as two dosages) (*) All exams are exempt provided that the Specialist indicating: a) "risk pregnancy" b) diagnosis or suspected diagnosis 14 15 Biotest's Piove di Sacco V i a S. Pi o X , 3 - Pi ove di Sac c o (PD ) Tel. 049.5840958 - 049.9714561 Fax 049.9703682 e-mail: info@biotests.it www.biotests.it Aprile 2015 - Revisione 4