Patient Guide

Customer Service

This service is located at the main entrance, at the point called “information”. It is operational from 8:00 AM to 10:00 PM Monday to Friday. It is responsible for helping you with all your questions, administrative procedures and informing you of all issues related to the Hospital.

If you need any documentation from your medical record, the owner of the record must appear at this point and request it in writing through a form that will be provided.

Admission to our center

Admission to our Hospital is carried out in a scheduled manner in the Hospital Admission Unit, and urgently in the Emergency Department.

Both scheduled and emergency admission must always be indicated by a doctor.

Scheduled admission: You must go to the admission service at the time that appears on your admission document. If they change the day or time of admission by telephone, inform them upon arrival at this service. You must always bring the following documentation:

• Health card or document from your insurer
• ID card
• Admission document

Once your admission has been formalized in the admission service, an orderly will accompany you to the corresponding care unit. The hours of the scheduled admission service are from 8:00 AM to 10:00 PM Monday to Friday and from 9:00 AM to 2:00 PM on Saturdays. On holidays, admission is formalized in the hospital’s emergency service.

Emergency Admission: If your health problem constitutes an emergency, and the doctors of this service consider it so, you can go to the observation area and from there, if necessary, to the corresponding hospitalization area. You or a family member must provide the following documentation to the emergency admission service:

• Health card or similar
• ID card

Stays and visits

You can be admitted to the following services of our center: Hospitalization, Surgical Day Hospital, Oncological Day Hospital, Critical Care Unit and Emergency Observation.

You can inform your doctor at any time of your wish not to provide information about your stay in the hospital.

If companions and/or family members need to leave the center, please leave a telephone number with the nurses where they can be reached.

Any risky action on your person will require your prior consent, so you will have to sign an Informed Consent that will be provided by the health personnel.

Hospitalization

Once you access the room, whether you come from the emergency room or the admission unit, a nursing assistant or a nurse from the hospitalization block will receive you and:

• They will explain where the patient call button is located (also in the toilet), as well as lights and air conditioning.
• They will provide you with clothing (pajamas or nightgown), clean towels, bedding and gel or soapy sponge, if you need it.
• They will inform you that visits in the mornings (8:00 AM to 3:00 PM) are restricted to one person per patient (with the exception of cases such as extreme severity, etc.). The rest of the day the visit is free. At night again it will be limited to a single companion.

If you need to move outside the unit, notify the nursing staff.

To avoid fire risks, it is not allowed to plug in electrical appliances that carry this risk (televisions, etc.) in the rooms, except those of the hospital.

Companions must remain in the rooms with the patient, and not in the hallway. Please remember to speak in a low voice.

The visit of minors is not recommended.

Respect all users and professionals of the center; the rest of others should be prioritized over the use of televisions, radios, etc. Mass visits in the rooms should be avoided, they are annoying for patients and hinder the work of professionals.

Patients will be visited every day by their responsible doctor. On Sundays and holidays, the visit will take place if there is any unforeseen event or emergency assessed by the nursing staff of the unit.

The estimated meal schedule will be as follows:

• Breakfast: 9:00 AM
• Lunch: 1:00 PM
• Snack: 5:00 PM
• Dinner: 8:30 PM

At 11:30 PM a light supplement will be offered.

Day hospital

This is an open unit where you will stay for a few hours.

This unit is accessed from admission, and as in the previous case, an orderly will accompany you from the hospital admission to the unit.

Upon arrival at the unit, you will be received by a nursing assistant or a nurse, who will provide you with center linen.

Companions are not allowed in this unit, except for medical reasons.

Your family members will remain outside the unit and, as almost the entire unit is for surgical use, the surgeon will inform them of the intervention once it has been performed.

Special Care Unit (UCE)

Companions are not allowed in this unit.

Visits are at 11:00 AM, 1:00 PM, 4:00 PM and 9:00 PM, for a maximum period of 10 minutes. Family members who remain at these times in the waiting room will be accompanied by the service staff to the patient’s bed.

Family members are reminded that, as far as possible, they should remain in the ICU waiting room (ground floor). If they must leave the Hospital, please leave a warning telephone number in the unit. The special care staff will notify you if there is any change in the condition of your family member.

Emergency Observation

As in the Special Care Unit, companions are not allowed in this service either.

The nursing staff of the unit will indicate when you can go to see or accompany the patient.

The patient’s stay in this service is for the purpose of studying their ailment and determining whether it requires admission. This process is generally quick (several hours), although sometimes, depending on the complexity of the pathology, it may last somewhat longer.

Medical information

Information about your evolution will be provided by the doctor at the time and place established in each unit.

The doctor and the center will provide information about the process only to the patient (Organic Law 41/02) and, when this is not possible, to whomever they designate or to whomever legally corresponds.

Information in closed services (critical and emergency observation) will correspond to visiting hours and family members will be informed as long as the patient so requires.

External consultations

To go to a specialist consultation or diagnostic tests at our hospital, you must have a prior appointment, provided by the admission service, by the specialist, or an appointment referred from our emergency service.

The hours of these consultations are from 8:30 AM to 8:00 PM, varying according to specialties and critical points of demand. Any specialty can be accessed in the morning and in the afternoon.

The schedules will be subject to modification depending on the needs of each service.

Upon arrival in the waiting room for external consultations, the assistant of each consultation will personally notify you. The appointment time is indicative and may suffer variations for healthcare reasons; we appreciate your understanding and collaboration.

If for any reason you cannot attend on the fixed date and time, please notify us in advance by calling 956017283 or 956017280.

The doctor and the center will provide information about the process only to the patient (Organic Law 41/02) and, when this is not possible, to whomever they designate or to whomever legally corresponds.

Hospital Discharge

It is your doctor who decides and communicates the day of discharge. Anticipate as far as possible the moment of your departure from the hospital with your family members, since the bed you occupy will possibly be assigned to another new patient who will be waiting for it.

Check that you do not leave any personal items in the room.

If you have any questions about your treatment, care or diets to follow, do not hesitate to ask the staff who have attended you; it is important to carry out all the recommendations and indications in this regard correctly.

At the time of your discharge, you will be provided with the official medical discharge report document, which will include, among other data, your identification, diagnosis at discharge, as well as treatment, care and diets that you should follow.

If you require continuity of nursing care upon discharge, you will also be provided with the nursing discharge, which includes the care you should follow at home.

Both the medical discharge report and the nursing discharge report will be sent within a maximum period of 48 hours to the health center to which you belong.

If you have problems (physical impossibility on weekends or holidays) to get the prescribed medication, the center will have no problems in supplying you with what you need until you get your prescription.

Take your discharge report to your family doctor, who will prescribe the appropriate medication and follow your process.

If you require a review by the specialist who has treated you, you will also be provided with an appointment for the consultation.

If the appointment is not provided by the service to which you have been admitted, go to the appointment unit in external consultation, where they will provide it to you.

General Services

Public telephones

The center has public telephones on the different floors.

Restaurant and cafeteria

We have a cafeteria and a restaurant, whose hours are from 8:00 AM to 9:00 PM.

Surveillance

We have a 24-hour surveillance service.

Additional information

The Hospital is not responsible for the loss or theft of personal items. We recommend not bringing valuables.

The letter of rights and duties of the patient is available on the bulletin board of each care unit, as well as in the User Service.