patient information - care and cureout-patient service 7 ... parking rates 13 other parking rates 13...

PATIENTINFORMATION

CONTENTS

DATA PROTECTION ACT 3

SMOKE FREE HOSPITAL POLICY 3

HAND HYGIENE POLICY 4

WAITING LIST DETAILS 4

ADMISSION DETAILS 5

ADMISSION AS A NON-MALTESE CITIZEN 6

OUT-PATIENT SERVICE 7

ATTENDING FOR ADMISSION 8

WHAT TO BRING 9

IMPORTANT NOTE 9

DURING ADMISSION 10

PLANNING YOUR DISCHARGE 11

PERSONAL PROPERTY 12

CONCOURSE FACILITIES 12

CARK PARK FACILITIES 13

PARKING RATES 13

OTHER PARKING RATES 13

VOLUNTARY SERVICE 13

TAXI SERVICE 13

BUS SERVICE 14

CATERING SERVICE 14

MEALTIMES 14

CHAPLAINCY SERVICE 14

MASS TIMES 15

MULTIMEDIA SERVICE 15

EMERGENCY DEPARTMENT 16

GENERAL GUIDELINES 17

CONTACT NUMBERS AND VISITING HOURS 19

MAP 28

3

Mater Dei Hospital embraces its obligation to protect

individual rights to privacy and confidentiality by adopt-

ing best practices in relation to effective handling of

personal information by applying the principles of the

Data Protection Act to all personal data held.

Mater Dei Hospital works under the principle of im-

plied consent for the fair processing and sharing of

data for the purpose of your treatment and efficient

running of Hospital services.

Smoking inside all hospital buildings and at entrances

is prohibited. Patients and visitors alike are required

to comply with the No Smoking Policy and it will be

strictly enforced by law. Visitors are asked to use the

sites dedicated for smoking which are found outside

the building, and to dispose of smoking wastes in the

litter bins provided for this purpose.

SMOKE FREE HOSPITAL POLICY

DATA PROTECTION ACT

4

The Hospital emphasises the importance of hand

washing amongst both health care providers, patients

and visitors. The reason being that thorough washing

of hands with soap and water or with alcohol hand rub

helps a great deal in reducing cross-infections. Alco-

hol rubs are found through the hospital and especially

in patient areas such as wards and out-patient clinics.

You are advised to abide by this policy and to encour-

age all the people you meet, to do the same.

Following assessment by the Clinical Team, patients

may be placed on the elective in-patient waiting list

and prioritized by the team according to their medi-

cal need. If any changes in your details e.g. address,

telephone / mobile number, occur while you are on the

waiting list, please contact Customer Care on :

stating your Identity Number and all any other relevant

information.

WAITING LIST DETAILS

HAND HYGIENE POLICY

TEL. NO: 2545 4184

E-MAIL: [email protected]

5

All admissions are arranged by the hospital. You

will receive the admission letter detailing your date

of admission, ward and consultant. In case of short

notice appointment, you shall be contacted by

telephone.

If you are unable to attend on this date (e.g. due

to cold/flu, or personal reasons) please contact the

ward where you are due to attend as soon as possible

to reschedule. It may be some time before another

admission date becomes available.

ADMISSION DETAILS

6

As a non-Maltese citizen you are to present your pass-

port or any identification document at registration point

such as ward, reception or clinic, giving your personal

details i.e. temporary address in Malta, permanent ad-

dress abroad and name and address of your next of kin.

If you are insured you are to produce your insurance

policy and contact your insurance to initialise the claim.

If you are an EU Member you are to produce a valid

European Health Insurance Card (EHIC) issued by your

respective country to be eligible for free treatment.

If you are an EU Member and reside in Malta you are to

produce a valid Certificate of Entitlement issued by the

Entitlement Unit in Malta (E111).

As a Non-Maltese resident you may be eligible for free

treatment, in compliance with paragraph 2.1 (a) - (g) of

Legal Notice 201/04 currently in force, subject to pres-

entation of the supporting documentation. However, in

the absence of this documentation, you are subject to

full payment for services rendered, leaving a deposit

of €100 at registration level.

ADMISSION AS A NON-MALTESE CITIZEN

7

Consultants and Specialists see patients at the

Outpatients Department by appointment. For a new case

appointment, a referral letter from your family doctor or

your local health centre is mandatory. You may bring

or send the referral letter to the Main Reception, Mater

Dei Hospital, Tal-Qroqq, Msida MSD 2090, or you may

choose to send it via email to [email protected].

The referral letter will then be vetted by the Consultant /

Specialist and an appointment is given based on the medical

need. You will then receive the appointment by post.

Follow-up appointments are given as required.

OUTPATIENTS SERVICE

8

The main entrance is for drop off and/or pick up only.

This means that the driver will then have to find parking

and meet you in the Main Concourse. Please refer to

hospital map (on page 17) for details.

The receptionist at the main entrance will give you di-

rections to the ward. Once at the ward, please report

to the Nurses’ Station, which is located at the centre

of each ward.

Usually a bed is available for you on arrival, however,

there may be instances where you have to wait for a

bed. There are also very rare occasions where opera-

tions are postponed to a later date due to unforeseen

circumstances.

Remember to follow any pre-admission instructions

you may have been given by your doctor or nurse,

such as fasting or medication.

ATTENDING FOR ADMISSION

9

• Admission letter (if any) & ID card

• Any health-related documents (e.g. previous discharge

/ case summary letters, other appointment letters, yellow

/ pink / white medicine cards, private medical notes in-

cluding x-rays, if any etc.)

• Health Insurance Card (if applicable)

• Nightdresses / pyjamas, toiletries, dressing gown,

slippers, towels, face cloths (if you wish)

• All medication / tablets you are currently taking (you

may be asked to send these home after they have

been checked)

• Contact numbers of 2 different next of kin who can be

available 24 hours a day

• You are strongly advised to leave jewellery and valu-

ables at home

• You are also advised not to bring large amounts of

money with you and other personal belongings

The hospital authorities are not responsible for any

valuables, money or other articles you bring with you.

IMPORTANT NOTE

WHAT TO BRING

10

Accommodation

You will be accommodated in a 6, 4, 2 or 1 bedded

room, depending on the availability, and more impor-

tantly on your medical condition.

Please note that you may be transferred to another

bed or ward if your medical condition changes, or to

accommodate other patients’ medical needs, during

your hospitalization. This may happen also during the

night. Your cooperation is appreciated.

Staff Identity

As well as the Doctors and Nurses, there will be sev-

eral other members of staff in your care team. Mater

Dei’s Hospital staff members are required to wear a

name badge, with their photograph and title on it. If

there is ever any doubt, please ask the staff member

to either show you their badge, or explain their role.

Complaints Policy

The Hospital operates a complaints policy. In the first

instance please speak to the Doctor or the Nursing Of-

ficer responsible for your care if you have any concern

during your hospital stay.

If you feel your complaint has not been resolved,

please contact the Customer Care Office on tele-

phone numbers 2545 4184 or 2545 4286 seven days a

week between 7.45 am and 7.45 pm or sende-mail on:

[email protected]

DURING ADMISSION

11

It is advisable to plan arrangements for discharge in

advance, for example, arrangements for being col-

lected or if required, appropriate care and support for

convalescence following inpatient admission.

We may ask you to vacate your bed by 10.00am,

or earlier, on the date of discharge. You may be

transferred to the Day Room while your discharge

arrangements are completed.

Once discharged you will receive a Case Summary

Letter for your family doctor and if required, a prescrip-

tion, and/or an out-patient appointment.

Furthermore, at your request you may be issued a sick

leave certificate.

PLANNING YOUR DISCHARGE

12

Please send home as much personal property as pos-

sible in advance.

The main Concourse at the Hospital has a number of

facilities for your convenience

Ground Floor

• Customer Care

• Main Reception

• Cafeteria Shop selling newspapers, magazines, toi-

letries, gifts etc.

• Help Desk for Service Providers

• Public toilets

• ATM machines

• Payphones

• Security

• Porters

• Loans Entrances to wards and out-patients department

First Floor

• Revenue Section

• Voluntary Services

PERSONAL PROPERTY

CONCOURSE FACILITIES

13

Patients and visitors should use the underground

car park (right turn), which provides several parking

spaces. This car park provides internal access, by lift

or stairs, to the south corridor (i.e. near Outpatients

Department).

Additional surface parking is also located at the back

of the hospital (the University side), but this is restrict-

ed to day care patients. Refer to hospital Map (page

17) for details.

There are several parking spaces for the disabled in

the underground car park, as well as the surface car

park in front of the Outpatients Department, Emergency

Department and Day Care Unit.

You must display a disabled driver sticker to park

in these spaces.

A private contractor manages car parking on site. Ve-

hicles parked in unauthorized places throughout the

Hospital grounds will be clamped and a release fee of

€35 applies.

A towing fee of €105 may apply in certain circum-

stances. As you can appreciate, this is in the in-

terest of safety and to improve the flow of traffic

around the site.

First 30 mins No charge

From 31 mins to 1 hr € 0.80

From 61 mins to 2 hrs € 1.65



From 4 hrs to 24 hrs € 4.10

From 10 pm to 6 am € 0.80

Parking for 3 days € 7.50

Parking for 30 days € 55

Parking for Day Care Unit - 4 hrs € 2

For further information, visit the Pay Station or Phone:

25456814 / 27001000

If you require a taxi service, you can ask the reception-

ists of the main entrance to guide you.

While in hospital you may meet dedicated volunteers

who, through their experience gained from different

facets of life, and through their charismatic approach,

add value to the good service delivered by hospital

staff. For further information contact: 2545 4150

CAR PARK FACILITIES PARKING RATES

OTHER PARKING RATES

TAXI SERVICE

VOLUNTARY SERVICE

14

It is available to and from the hospital at different times dur-

ing the day to various destinations. The bus terminus is

located near the University side of the hospital, however

buses also stop at the main entrance of the hospital, near

the Institute of Health Care & Medical School, and Day Care

Unit. For more information you may call on 2125 0007 / 8 / 9.

Menus are given out at 8.30 am to order meals for the

next day. Please inform staff of special dietary require-

ments, e.g. coeliac, diabetic, low fat, etc.

A Chaplaincy Service is available to all patients. Please

inform a member of staff as to which denomination you

require. A member of the Chaplaincy and Pastoral Care

service visits the wards daily to administer confession

and communion services.

Breakfast 7.30 am - 8.30 am

Lunch 11.00 am - 12:00 pm

Supper 5.00 pm - 6.00 pm

Tea / Coffee 8.00 pm - 8.30 pm

BUS SERVICE

CATERING SERVICE

CHAPLAINCY SERVICE

MEALTIMES: (APPROXIMATE)

15

Day Time

Mon - Fri 6.30am, 7.00 am, 12.00 pm

Saturday 6.30am, 7.00 am, 7.00 pm

Sundays & Public Holidays 6.30am, 7.15 am, 12.00 pm

The Hospital Chapel and a Multi-Faith Room are cen-

trally located. Refer to hospital map (page 15) for details.

Both coin and card telephones are available next to

each ward. A television is available in each ward. For

those patients unable to get out of bed, they can use

the bedside services which are provided and man-

aged by a private company. Television, internet and

telephone services are available upon request and

against payment. Head phones must be used at all

times and are provided by the service provider against

a low nominal charge.

Charge Rates

Package A €4.00 per day

Package B €7.00 per day

Package C €8.00 per day

For more information you may call on 2770 0000.

MULTIMEDIA SERVICE

MASS TIMES

16

On arrival in Emergency, patients are registered on

computer. They are then seen by a triage Nurse, who

will assess the medical condition of each patient. This

means that patients are put into categories of urgency

and the most seriously ill people are treated first.

Please understand that on occasions some injuries

require more immediate attention than others. When

EMERGENCY DEPARTMENT

PLEASE REMEMBER THE EMERGENCY DE-

PARTMENT IS FOR EMERGENCY ONLY!

DO NOT USE IT INSTEAD OF VISITING THE

HEALTH CENTRE OR YOUR FAMILY DOCTOR .

this happens a member of the staff will inform you of

any increase in waiting times.

17

Mater Dei Hospital endorses zero tolerance policies

to violence (whether verbal or physical abuse) and to

sexual harassment

Mater Dei Hospital endorses zero tolerance policies to

effacement or vandalism to the building or its contents.

Visitors are reminded that the hospital is a non-smoking

area and smoking is only allowed in specially desig-

nated places.

Visitors must be decently dressed and must show re-

spect at all times to staff, other patients and their rela-

tives.

The official visiting hours of specific wards are as shown

in the accompanying table. Some restrictions may apply

in certain wards or in certain circumstances. It is best to

contact the nurse or midwife in charge for further de-

tails.

Visitors should not come if they have any infectious ill-

ness like colds, flu like symptoms, diarrhoea and / or

vomiting and / or other “community” illness like chicken-

pox.

Visitors are encouraged to wash their hands upon

arrival near the patients and to wash them again before leaving.

Visitors are to consult with the ward staff before bring-

ing any foods or drinks to the patients.

Visitors are encouraged not to stay too long near pa-

tients, and no more than 2 visitors should stay near each

patient at any one time. Specialised wards might have

additional restrictions.

Patients are encouraged to make use of the day-room

to meet their visitors unless this is contraindicated. Too

many visitors at any one time may exhaust the patient

being visited and disturb other patients close by.

Visitors are encouraged to participate in the care of

their relative under the direction of the ward staff.

Visitors must not tamper with any patients’ medical

notes, charts or equipment.

In special circumstances, special arrangements may be

made for visiting outside the stipulated times with the agree-

ment of the nurse or midwife in charge of the ward (e.g. for

terminally ill patients or for patients who depend heavily on

a relative because of a physical or mental disability).

Relatives may be asked to leave the ward if the patient

being visited or another patient in the same room re-

quires medical or nursing intervention or examination.

GENERAL GUIDELINES

18

Children below the age of 16 are allowed to participate

in the daily visiting hours as long as they are accom-

panied by an adult. It is not advisable for pre-school

children to visit hospital due to risk of infections.

Children will not be permitted to visit patients in the

Infectious Diseases Unit or in the Isolation Rooms of

General Wards. They may also not be permitted to visit

critically ill patients.

19

General Wards

Medical Assessment Unit 1 (MAU1)

Monday - Sunday

11:30 - 13:00

15:00 - 20:00

Two visitors are allowed to visit the patient at any

one time unless special permission is granted by the

Charge Nurse.


Monday - Sunday

11:30 - 13:00

15:00 - 20:00



Charge Nurse.


Contact Numbers: 25454017, 25454020

Monday - Sunday

11:30 - 13:00

15:00 - 20:00



Charge Nurse.

Cardiac Medical Ward


Monday - Sunday

11:30 - 13:00

15:00 - 20:00



Charge Nurse.

Cardiac Surgical Ward

Contact Numbers: 25455480, 25455481, 25455482

Monday - Sunday

11:30 - 13:00

15:00 - 20:00



Charge Nurse.

Gynae Ward


Monday - Sunday

11:30 - 13:00

15:00 - 20:00



Charge Nurse.

CONTACT NUMBERS AND VISITING HOURS

20

Observation Ward 1


Monday - Sunday

11:30 - 13:00

15:00 - 20:00



Charge Nurse.

Observation Ward 2

Contact Numbers: 25454036, 25454029, 25454065

Monday - Sunday

11:30 - 13:00

15:00 - 20:00



Charge Nurse.

Medical Investigation and Treatment Unit (MITU)


Monday - Sunday

11:30 - 13:00

15:00 - 20:00



Charge Nurse.

Medical Ward 1


Monday - Sunday

11:30 - 13:00

15:00 - 20:00



Charge Nurse.

Medical Ward 2


Monday - Sunday

11:30 - 13:00

15:00 - 20:00



Charge Nurse.

Medical Ward 3


Monday - Sunday

11:30 - 13:00

15:00 - 20:00



Charge Nurse.

21

Medical Ward 4


Monday - Sunday

11:30 - 13:00

15:00 - 20:00



Charge Nurse.

Medical Ward 5


Monday - Sunday

11:30 - 13:00

15:00 - 20:00



Charge Nurse.

Medical Ward 6


Monday - Sunday

11:30 - 13:00

15:00 - 20:00



Charge Nurse.

Diabetic Foot Ward (DFW)

Contact Numbers: 25454019, 25454024, 25454025

Monday - Sunday

11:30 - 13:00

15:00 - 20:00



Charge Nurse.

Medical Ward 8

Monday - Sunday

11:30 - 13:00

15:00 - 20:00



Charge Nurse.

Medical Ward 9

Contact Numbers: 25453956, 25453957, 25453958

Monday - Sunday

11:30 - 13:00

15:00 - 20:00



Charge Nurse.

22

Neuro Medical Ward


Monday - Sunday

11:30 - 13:00

15:00 - 20:00



Charge Nurse.

Neuro Surgical Ward


Monday - Sunday

11:30 - 13:00

15:00 - 20:00



Charge Nurse.

Ophthalmic Ward


Monday - Sunday

11:30 - 13:00

15:00 - 20:00



Charge Nurse.

Orthopaedic Ward 1


Monday - Sunday

11:30 - 13:00

15:00 - 20:00



Charge Nurse.

Orthopaedic Ward 2


Monday - Sunday

11:30 - 13:00

15:00 - 20:00



Charge Nurse.

Orthopaedic Ward 3


Monday - Sunday

11:30 - 13:00

15:00 - 20:00



Charge Nurse.

23

Surgical Ward 1


Monday - Sunday

11:30 - 13:00

15:00 - 20:00



Charge Nurse.

Surgical Ward 2


Monday - Sunday

11:30 - 13:00

15:00 - 20:00



Charge Nurse.

Surgical Ward 3


Monday - Sunday

11:30 - 13:00

15:00 - 20:00



Charge Nurse.

Surgical Ward 4


Monday - Sunday

11:30 - 13:00

15:00 - 20:00



Charge Nurse.

Surgical Ward 5


Monday - Sunday

11:30 - 13:00

15:00 - 20:00



Charge Nurse.

Physiotherapy Department


Monday - Friday 7:30 - 15:00

Saturday 7:30 - 12:30

An out of hours service is available specifically for

inpatients.

Urology Ward 1


Monday - Sunday

11:30 - 13:00

15:00 - 20:00



Charge Nurse.

24

Urology Ward 2

Contact Numbers: 25457090, 25457091, 25457092

Monday - Sunday

11:30 - 13:00

15:00 - 20:00



Charge Nurse.

Infectious Diseases Unit (IDU)


Monday - Sunday

11:30 - 13:00

15:00 - 20:00



Charge Nurse.

Pregnant women are advised not to visit patients in this

Unit. Pregnant women who choose to enter the unit

would be solely responsible.

Children under the age of 16 are not allowed in the

patients’ rooms unless special permission is granted

by the Charge Nurse. If patient does not impose any

risks on children, children can visit their relatives in the

waiting room of IDU.

Surgical Assessment Unit (SAU)

Contact Numbers: 25454011, 25454012, 25454013

Monday - Sunday

11:30 - 13:00

15:00 - 20:00



Charge Nurse.

Specialized Wards

Ear, Nose & Throat (ENT)


Monday - Sunday

11:30 - 13:00

15:00 - 20:00



Charge Nurse.

Cardiac Critical Care Unit (CCU)


Monday - Sunday

11:30 - 12:30

16:30 - 18:00



Charge Nurse.

25

Intensive Therapy Unit (ITU)


Monday - Sunday

11:30 - 12:00

17:00 - 18:00



Charge Nurse.

Cardiac Intensive Care Unit (CICU)


Monday - Sunday

10:30 - 11:00

17:00 - 18:00



Charge Nurse.

Plastic Surgery / Burn Unit (PSBU)


Monday - Sunday

11:30 - 12:30

17:00 - 18:00



Charge Nurse.

Neonatal & Pediatrics Intensive Care Unit (NPICU)


Monday to Sunday

13:00 - 18:30

19:30 - 06:30

Both parents/guardians are allowed to stay with the patient.

Wednesday & Sunday

16:30 - 17:00

Another two visitors (excluding the parents/guardians of

patient) are allowed to visit the patient at any one time

unless special permission is granted by the Charge Nurse.

The parents/guardians of patient need to be present.

Obstetric Ward 1


Monday - Sunday

10:00 - 20:00

Husbands/Partners/Guardians of patient ONLY allowed

to stay with the patient.

16:00 - 20:00

Another two visitors (excluding husband/partner/

guardians of patient) are allowed to visit the patient

at any one time unless special permission is granted

by the Charge Nurse. Partners, husbands or guardians

ONLY can stay during the night if permission is granted

by the Midwifery Officer or her deputy.

Obstetric Ward 2

Contact Numbers: 25455153 / 24455162

Monday - Sunday

10:00 - 20:00

Husbands/Partner/Guardians of patient ONLY allowed


26

16:00 - 20:00


guardians of patient) are allowed to visit the patient at

any one time unless special permission is granted by

the Charge Nurse.

Obstetric Ward 3


Monday - Sunday

10:00 - 20:00

Husbands/Partners/Guardians of patient ONLY allowed


16:00 - 20:00


guardians of patient) are allowed to visit the patient

at any one time unless special permission is granted

by the Charge Nurse. Partners, husbands or guardians

ONLY can stay during the night if permission is granted

by the Midwifery Officer or her deputy.

Fairyland


Monday - Sunday

08:00 - 20:00

Both parents/guardians are allowed to stay with the

patient.

16:00 - 17:30

Another two visitors (excluding parents/guardians of



20:00 - 08:00

ONE parent/guardian is allowed to sleep with the patient.

Wonderland

Contact Numbers: 25454911, 25454916, 25454917

Monday - Sunday

08:00 - 20:00


patient.

16:00 - 17:30




20:00 - 08:00


Disneyland


Monday - Sunday

08:00 - 20:00


patient.

16:00 - 17:30




20:00 - 08:00


27

MAP

MAIN ENTRANCE

CHAPEL

EDUCATIONAL

STAFF ON CALL

LABORATORY

PHYSIOTHERAPY

DEPARTMENT

OUTPATIENT

DEPARTMENT

ADMINISTRATION

UNIVERSITY

UTILITY

CAR PARK

MORTUARY

ONCOLOGY

28

BROWN BLOCKS

LEVEL -1 Intensive Therapy Unit

Observation Ward 2

LEVEL 0 Cardiac Critical Care Unit

Cardiac Intensive Care Unit

Cardiac Medical Ward

Cardiac Surgical Ward

LEVEL 1 Medical Ward 1

Medical Ward 3

Psychiatric Unit

Medical Admission Unit 4

LEVEL 2 Infectious Diseases Unit

Medical Ward 2

LEVEL 3 Medical Investigations & Treatment Unit

Medical Ward 4

Medical Ward 5

BLUE BLOCKS

LEVEL -1 Day Care Unit

Endoscopy

LEVEL 0 Obstetrics Ward 3

Neonatal & Paediatrics Intensive Care Unit

LEVEL 1 Paediatrics Day Care

Disneyland

Wonderland

Medical Ward 8

LEVEL 2 Urology Ward 1

Urology Ward 2

Pre-Admission Urology Unit

Urology Outreach

Sleep Lab

LEVEL 3 Surgical Ward 5

Ophthalmology Ward

RED BLOCKS

LEVEL -2 Hyperbaric Unit

LEVEL -1 A&E Department

Observation Ward 1

LEVEL 0 S.A.U.

Disch. Lounge

M.A.U. Ward 3

Diabetic Foot Ward (DFW)

YELLOW BLOCKS

LEVEL -1 Cardiac Catheterisation Lab

LEVEL 0 Medical Ward 6


LEVEL 2 Neuro - Surgical Ward

Neuro - Medical Ward

Surgical Ward 2

LEVEL 3 Orthopaedics Ward 1

Orthopaedics Ward 2

Plastic Surgery and Burns Unit

GREEN BLOCKS

LEVEL 0 Delivery Suite

Obstetrics Ward 1

Obstetrics Ward 2

LEVEL 1 ENT Ward

Fairyland

LEVEL 2 Gynae Ward

Orthopaedics Ward 3


Surgical Ward 4

ORANGE BLOCKS

LEVEL 0 Medical Assessment Unit 1

Medical Assessment Unit 2

patient information - care and cureout-patient service 7 ... parking rates 13 other parking rates 13...

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