WelCome to KliniK hirslanden inFormation For in

Hirslanden Klinik Aarau
When it matters most
Hirslanden Private Hospital Group
Klinik Beau-Site, Bern
Information and advice –
Hirslanden Healthline T 0848 333 999
Klinik Permanence, Bern
Salem-Spital, Bern
WELCOME TO KLINIK HIRSLANDEN
INFORMATION FOR IN-PATIENTS
AndreasKlinik Cham Zug
Klinik Am Rosenberg,
Heiden
Clinique Bois-Cerf,
Lausanne
Clinique Cecil,
Lausanne
Klinik St. Anna, Luzern
Klinik Birshof,
Münchenstein Basel
Klinik Belair,
Schaffhausen
Klinik Stephanshorn,
St. Gallen
Klinik Hirslanden, Zürich
Klinik Im Park, Zürich
Accident and Emergency Centre
Hirslanden Zürich
Klinik Hirslanden
24 hours a day, 365 days a year
T +41 44 387 35 35
Klinik Hirslanden
Witellikerstrasse 40
CH-8032 Zürich
T+41 44 387 21 11
F +41 44 387 22 33
[email protected]
www.hirslanden.ch
853 391 500 12/12 KSB KROMER PRINT AG
Dr Daniel Liedtke
Director
Contents
3
Welcome to our clinic
4
Before you arrive
6
Admission
8
Examination and operation
10
Your stay
14
Hotel and hospital services
18
Discharge
19
Medical information
20
Checklist
22
Address and telephone numbers
23
How to find us
WELCOME TO OUR CLINIC
In recent decades, the Klinik Hirslanden
has been consistently at the forefront
of the major development drive in modern
medicine, becoming the most important
Swiss private clinic in the process. By striving to meet the most stringent demands
with regard to top quality modern medicine in the fields of diagnosis and therapy,
while ensuring consistent patient orientation, we give expression to the philosophy
that has defined our activities for many
years.
Patient Administration Services
Monday to Friday, 8.00h –17.00h
T +41 44 387 24 20/21
F +41 44 387 24 26
Health is a matter of trust. You can rest
­assured that you, the patient, are our
main concern. During your forthcoming
hospitalisation, your attending physician
and the staff at the Klinik Hirslanden will
make every effort to satisfy your every
need ­concerning your convalescence and
the comfort and service provided, while
making your stay as pleasant as possible.
We measure our success by the
­satis­faction of our patients.
This information brochure details the
­necessary preparations and procedures for
your stay with us. Please read the instructions carefully and do not hesitate to contact our Patient Administration Services
­directly if you have any further questions,
suggestions or wishes.
Dr Daniel Liedtke
Cost Reimbursement
Monday to Friday, 8.00h –17.30h
T +41 44 387 23 81/82/83/84
F +41 44 387 23 80
Outside these hours
Reception: T +41 44 387 21 11
We thank you for your trust in us
and wish you a pleasant stay.
Warm regards
The text applies to people of both
genders as appropriate.
3
before you arrive
Admission form/admission agreement
Please send us the completed admission
form, the signed admission agreement
and a copy of your insurance policy
within two working days by post, by fax
to +41 44 387 23 70, or by email to
patientadmissions1.hirslanden@
hirslanden.ch
Commitment to provide cover/deposit
In the case of patients with supplementary
insurance and patients with basic insurance from other cantons, the clinic will request a commitment to provide cover
from the insurance company or the canton.
In circumstances where there is no full
cost coverage, a deposit must be left before
you are admitted to the clinic. Should
this be the case, you will receive written
notification from us. A commitment to
provide cover and a deposit are not required
for patients with basic Swiss insurance
cover residing in Zurich, or another canton
with a performance mandate, who will
be treated in the general ward of the clinic.
Upgrade
If you would like to be upgraded from
semi-private to private or from general to
private, please contact Patient Adminis­
tration Services (T +41 44 387 24 20/21).
4
Operations involving anaesthesia
If you have been sent an anaesthesia
­questionnaire, please fill it out completely
and return it as soon as possible.
Invoicing
Invoicing is done according to our contracts
with the insurance companies and the current tariff system. We usually send invoices
directly to the insurance company, so you
will have no further expenses. ­Patients with
supplementary insurance will be invoiced
directly by the doctors (e.g. the surgeon).
For any related questions, please contact
your attending doctor.
Extras/private expenses
For any additional expenses incurred (e.g.
room service, telephone, visitors’ meals,
etc.) we will send you a separate itemised
invoice after you have left the clinic.
Further requests
If you need an extra long bed or have any
other special requirements, please inform
Patient Admissions as soon as possible
(T +41 44 387 23 71/72).
We will be happy to accommodate your
needs. On request, you can, of course,
­remain anonymous during your stay (e.g.
no telephone calls will be forwarded from
Reception). In this case, please contact
­Patient Administration Services.
Questions and information
Patient Administration Services will be happy
to answer any organisational questions
you may have (T +41 44 387 24 20/21). For
questions regarding cost coverage, health
insurance funds or insurance companies,
the specialists from our Cost Reimbursement department will be pleased to assist
you (T +41 44 387 23 81/82/83/84).
Hirslanden Privé
With Hirslanden Privé, we have expanded
our services for patients with private
insurance. You can find an overview of
the supplementary services under
www.hirslanden.ch
5
Admission
Admission
On arriving at the clinic, please report
­immediately to the Reception in the main
building. For organisational reasons, you
may be admitted through the Day Clinic.
In this case, you will move into your room
after your operation.
Appointments for any medical examinations
or a talk with the anaesthesist will have
been determined and reserved b
­ efore your
admission. Your admission is a­ rranged
for the day of your operation, so that you
do not have any unnecessary waiting
time. We would be grateful if you would
arrive punctually.
Personal effects and medical records
Please study our checklist on page 20 for
your clinic visit.
We advise against bringing any valuables
(large amounts of money, jewellery, watches,
etc.) with you to the clinic. The cupboard
in your room contains a safe with a key for
personal items or small amounts of money.
It is also possible to deposit items in the
safe at the Reception, for which a receipt
is issued. The clinic will assume limited
liability for valuables deposited in the room
safe in certain cases (Art. 487 Swiss Code
of Obligations), but full responsibility
for valuables deposited in the central safe
at Reception (Art. 488 Swiss Code of
Obligations).
The clinic cannot assume responsibility for
valuables not deposited in the safe.
Hand disinfection
Hygiene is paramount in Klinik Hirslanden.
In our ISO-certified clinic, hand disinfection of the staff and the doctors is one
of the most important standard hygiene
measures to prevent infection.
If any questions on this important subject
arise during your stay, please do not hesitate to discuss them with the nursing staff
or the hospital hygiene team.
We work according to the concept of
­patient-oriented care to address your needs
and wishes in a targeted manner. A
personal carer is assigned to you and your
relatives as your contact person for any
nursing-related questions during your stay.
She plans and coordinates your nursing
care and is responsible for pro­viding you
with professional support.
Our nursing regime is tailored to help you
regain your independence as quickly as
possible, to boost your health in general
and to provide support in crisis situations.
Comprehensive and personal care
Our primary focus is the individual and hol­
istic care of our patients. The nursing staff
support and assist you and your relatives
individually and professionally during your
clinic stay.
6
7
Examination and operation
Before the examination
Before the operation
Doctor’s visit and preparation
Your attending physician will visit you
­beforehand to discuss the whole examin­
ation process with you. Information
about any physical or medical arrangements required will be given to you by
the nursing staff.
Doctor’s visit
As a rule, the day before the operation, the
anaesthesist and the surgeon will discuss
all the important details with you and will
be pleased to answer your questions.
Food
As a rule you should not eat anything on
the day of the examination. More information will be given by your doctor.
The examination
Once you are in the examination area, the
examination team will attend to you and
keep you constantly informed about the
individual phases of the examination.
After the examination
Depending on the type and extent of the
examination, you will either be transferred
to the observation unit or accompanied
directly to your room.
8
Food
Normally, you must have an empty stomach on the day of the operation. For more
information, please ask your attending
physician.
Physical preparation
For your own safety, a few preparations
are necessary:
– remove dentures and partial dentures,
hearing aids, contact lenses (ophthal­
mitis), jewellery and earrings;
– remove make-up, nail polish, hair slides
and hairpieces (hygiene);
– please shower on the day of your ope­r­­ation, but do not use skin cream or body
lotion on the day of your operation.
Medications
The anaesthesist will prescribe medication
for the night before the operation. You
will be given further medication approximately one hour before the operation.
­After this, for your own safety, you are not
allowed to leave your bed on your own.
The operation
The nursing staff will transport you to the
operating wing in your bed, where you
will first be welcomed by the anaesthesia
nurse, who will prepare you for the monitoring of cardiac activity and circulation.
She is also there to look after you during
the operation alongside the anaesthesist.
Regional or local anaesthesia
If no general anaesthetic is required, you
may listen to a CD using headphones
during the operation. You may, of course,
bring your own CD or MP3 player with
you. Depending on the type of operation,
you may also follow the progress of
the operation on a monitor if you wish.
Following an operation involving a local
anaesthetic, you will usually be brought
back to your room immediately.
General or spinal anaesthesia
After a general or spinal anaesthetic, you
are first taken to the intensive care or
observation unit. The state of your health
is monitored round the clock by a specially
trained nursing staff using state-of-the-­
art technical equipment. During the first
24 hours after the operation, the anaesthesist is responsible for you; in consultation
with your doctor, he decides when you
can be transferred back to your room.
Information about the operation
Your doctor will inform you and your
­relatives as soon as possible about the
­outcome of the operation.
Pain
Pain therapy is prescribed by the anaesthesist or by the attending physician. If you
are in any pain, please do not hesitate to
inform the nursing staff.
9
Your stay
Infrastructure/rooms
Single and double rooms
Our single and double rooms all have an
en-suite WC and shower. Towels, soap and
shower gel are supplied. A shower cap
and slippers are available on request from
the nursing staff.
Towels are changed daily on request or
only if they are placed in the washbasin, so
you decide when they are changed. A
dressing gown may be requested from the
hotel staff.
Depending on the procedure/operation,
the rooms are furnished differently. The
technical and medical devices specific to
your needs are available in your room.
To avoid disruption of sensitive medical
equipment, the use of mobile phones is
strictly prohibited in some areas of the
clinic. Please note the relevant instructions.
Telephone
You can be reached via the direct dialling
number of your room from 7.00h to
22.00h. Your telephone card must always
be inserted into the telephone. All calls
are redirected to the clinic switchboard from
22.00h to 7.00h. You will find the ope­r­
ating instructions for the telephone in your
­bedside table.
Fax
Fax messages can be sent via the Reception
(F +41 44 387 22 33). Fax machines can
also be rented for use in your room (please
advise us in advance during your regis­
tration if you wish to order one). The hotel
staff will be pleased to accept and forward
any messages to be sent.
Library
A selection of books is available in our
­library for our guests. If you are interested,
please contact Guest Relation on our
­internal telephone numbers 3580/81/82/83.
Radio/TV/video/DVD
The television in your room offers a
wide selection of radio and television programmes. A video or DVD player can
be reserved in advance at the time of your
registration. The clinic does not have
its own lending service for videos or DVDs.
Slippers and a dressing gown are provided
to our Privé patients in their room.
Bed
The bed can be adjusted electrically
(bed height, height of the headboard and
footboard) and lengthened if required.
The nursing staff are happy to show you
the hand grip, so that you can adjust
the bed optimally yourself. For hygiene
reasons, our mattresses are equipped
with a breathable protective cover. If you
are not happy with the firmness of the
mattress, please contact the nursing staff
or hotel staff.
10
11
Please consider other patients in your
room and adjust the volume on your radio
or TV. The hotel staff will be pleased to
supply you with a set of headphones free
of charge.
Email
You may receive emails with your name
in the subject field at klinik-hirslanden@
hirslanden.ch. Messages received during
business hours from Monday to Friday
will be delivered to you immediately.
Internet
Free-of-charge wireless internet access
is available in the patient rooms. You only
require a wireless card for your laptop.
You will receive the password from Reception. Notebooks can also be borrowed
on request. If you are interested or have any
questions, please contact the hotel staff.
Flowers and plants
The hotel staff will look after your flowers
regularly or as wished. Potted plants may
not be brought into the rooms for hygiene
reasons.
12
Visitors
Visiting hours
Visiting hours are from 9.00h to 21.00h
(special rules for intensive care units
and observation units). If you don’t want
to receive visitors during a specific time,
please inform the nursing staff.
Visits and telephone calls in intensive
care units and observation units
You may decide with the nursing staff
when your immediate family may visit
you. For hygiene reasons, they may not
bring flowers or potted plants.
Visitor meals
Your visitors are welcome to join you over
lunch or dinner. Of course you may also
eat your meals together – in your room or
in our restaurant. Visitors have the choice
of the daily specials or other meals and
­beverages. The hotel staff will be happy to
arrange this for you.
Visitor restrooms
Visitor restrooms are located in the hall­­way outside the patients’ rooms and are
marked with the appropriate signs.
Your immediate family may enquire
about your condition by phone at any
time. Depending on the situation, you
may receive these calls yourself or make
outgoing calls.
Visitor parking
For complete details on the clinic’s location
and visitor parking, please see page 23.
13
HOTEL AND HOSPITAL SERVICES
Restaurant/room service
The restaurant offers daily lunch and
­dinner specials, as well as selected à la
carte dishes.
Opening hours:
Monday to Friday Saturday and Sunday 9.00h – 21.00h
11.00h – 20.00h
Outside meal times between 11.00h and
20.00h, you may order from the room
­service menu via the internal telephone
number 2525 (15% service charge).
Choice of menu
For main meals, we offer various menus,
special diet menus and à la carte dishes, all
prepared in line with modern nutritional
criteria. Vegetarian and kosher meals may
also be requested. Our hotel staff will be
happy to answer any further questions you
may have.
14
Nutritional advice
Our nutritionists are also available to
answer your questions about nutrition and
assist you with your special nutritional
needs from Monday to Saturday. In add­
ition to advice about meals and nutrition
during your stay at the clinic, they are also
available to you on an out-patient basis
after your release from the hospital. These
services will be i­nvoiced to you separately.
Kiosk (Level 4)
Our kiosk offers a large assortment of
newspapers, magazines, books, various
gift articles, and t­ oiletries and hygiene
articles.
Opening hours:
Monday to Friday Saturday and Sunday 9.00h – 21.00h
11.00h – 20.00h
Daily newspapers
We offer you a choice of the NZZ, TagesAnzeiger, Herald Tribune, Corriere del
­T icino and Le Temps every morning. The
hotel staff will take your order with the
breakfast order. Foreign language editions
are distributed in the late morning.
You may buy additional newspapers at
the kiosk.
15
Post
We bring letters, faxes, emails, parcels and
flowers to your room as quickly as possible.
Any post you wish to send yourself may
be given to the hotel staff or handed in at
the Reception.
Hairdresser
A hairdressing salon for men and women
is available in the clinic. Patients who
are unable to leave their room may request
a visit by the h
­ airdresser to their room
(reservations via the internal t­ elephone
number 2535).
Opening hours:
Monday to Friday Saturday 9.15h –18.00h
9.00h –14.00h
Guest Relation
For patients with supplementary insurance, please feel free to call a member of
our Guest Relation staff if you have a
question, feedback or a complaint. They
may be reached at our internal numbers
3580/81/82/83 and will come to your
room on request.
your clinic stay and offer, depending on
your wishes, regular visits or discussions.
Pastoral care
We are aware that a hospital stay often
gives rise to reflection and thought.
Depending on the diagnosis, it can happen
that special concerns, worries, fears,
­feelings of loneliness or questions about
the meaning of life can come to the
fore. Therefore, our clinic pastors are available to you and your relatives during
Pastoral care is also available during the
night and over the weekend via an on-­­
call service. Religious services take place in
the clinic on religious holidays.
If you require pastoral care, please contact
the nursing staff or dial the internal telephone number 2100 (Protestant pastoral
care) or 2101 (Catholic pastoral care)
and leave a message on the answerphone.
Doctors on call/emergencies
An emergency doctor and anaesthesist are
present in the clinic at all times of the
day and night. In addition, your doctor or
their stand-in can be reached by the clinic
at any time. Our regular and intensive care
units operate 24 hours a day, and a sur­
gical and anaesthetic team is on emergency
stand-by around the clock.
The Klinik Hirslanden has a trained resuscitation team that is available 24 hours a
day, 7 days a week. In keeping with our
obligation to render assistance, resusci­tation
may become necessary during emergency
situations.
16
For this reason, we would like to inform
you that if any unexpected cardiovascular
arrest takes place, we will immediately
initiate rescuscitation measures. If you do
not agree with this course of action, we
ask that you advise your attending physician to this effect, so that your decision
and wishes may be recorded in writing and
handled accordingly.
Laundry service/cleaning
We can wash or dry clean your private
laundry for you within two business days
at standard market rates. Please ask
our nursing staff or hotel staff for further
­details.
Smoking
Please note that smoking is not permitted
anywhere in the clinic or on the balconies.
This particularly applies to the coffee lounge
and the entrance areas to the clinic.
With this directive, the Klinik Hirslanden is
making a significant contribution to the
protection of non-smokers.
Fire safety
For your safety, we have installed an automatic fire protection system and have
clearly marked evacuation routes throughout the clinic. The use of candles is not
­allowed.
17
DISCHARGE
Time of discharge
Your doctor will let you know the date
of your discharge. Please vacate your room
by 10.00h at the latest, so that we may
get it ready for the arrival of new patients.
We invite you to have lunch in our restaur­
ant, if you wish.
Check out
Before leaving the clinic, please inform the
nursing staff and hand in your t­ elephone
card at the Reception.
Rehabilitation/home care
You should discuss with your doctor and
organise any necessary follow-up care
before your discharge. Should you have
any questions concerning home care
(Spitex), rehabilitation, health resorts or
medical equipment, please ask the nur­s­­­­ing staff. Specific medical equipment may
be purchased at the clinic itself. We do
not p
­ rovide a rental service.
18
MEDICAL INFORMATION
Medication
Before you are discharged, you will be
­informed by your doctor or the nursing
staff about any medications you may
need.
Your opinion is important to us
Were you satisfied with the care you
­received during your stay? Are there any
aspects that could be improved? It is ­
our constant endeavour to improve the
quality of our clinic on an ongoing basis.
Please use the «Letter to the Management»
to pass on your ideas and suggestions to
us. We have also tasked an impartial insti­
tution with the conduct of regular patient
surveys. Thank you very much for your response and your contribution.
The physician system
The system of staff and affiliated physicians ensures a wide range of top quality
medical services. Accredited physicians
work in close cooperation with the clinic
and make use of the highly specialised
infrastructure. This physician system means
that treatment remains in the hands of
a specialist, from the first results in surgery
to your complete recovery. This concept
ensures that patients receive «one-stop»
comprehensive therapy. Patients with
­supplementary insurance benefit from a
free choice of doctor.
Medical specialist areas
Klinik Hirslanden offers comprehensive
surgical, medical and nursing care in
­various specialist areas. Would you like to
have further detailed information on
this? We will be happy to send you specific brochures or the latest edition of
the medical register (T +41 44 387 23 47).
19
Checklist
Before arrival at the clinic
Return the admissions form, the signed
admission agreement plus a copy of
your insurance certificate to the Klinik
Hirslanden
Only in case of accident: send an
accident form notifying your insurance
company (if still necessary)
Only if you are covering all of the costs:
pay the deposit. Bring receipt on
admission
Deposit valuables/jewellery in a
safe place
Cancel newspapers or have them
forwarded to the clinic
Have your post forwarded or held at
the post office until your return
Leave a contact address, inform your
care-taker, neighbours, relatives and
workplace
Check your apartment, empty the
letterbox, water your plants, arrange
for your garden to be looked after and
leave your keys with a trusted person
Personal effects
Toiletries
Pyjamas or nightdress
Dressing gown, tracksuit and swimsuit
(if physiotherapy is indicated)
Slippers, sturdy trainers
(if physiotherapy is indicated)
Reading material
20
NOTES
Reading glasses
Any medications prescribed by
your doctor, specifying dosage
Hearing aid
For major orthopaedic operations
(e.g. hip or knee replacements)
Comfortable shoes with good support
and as low a heel as possible (e.g.
trainers, tennis shoes or jogging shoes)
Gym shorts, T-shirt
Comfortable tracksuit pants
Pair of walking sticks/crutches
Long-handled shoe horn
Documents (if available)
X-rays and medical reports
Anticoagulant card
Blood group card
Allergy card, vaccination certificates
and any other relevant medical records
Laboratory test results
ECG
Nutritional precautions and diet plans
Living will
Miscellaneous
Cash (for restaurant, hairdresser, kiosk)
Notebook with addresses and telephone numbers
Arrange travel to the clinic
Please note that discharge is at 10.00h;
organise transport
21
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Accident and Emergency Centre
Hirslanden Zürich
24 hours a day, 365 days a year
T +41 44 387 35 35
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Anaesthesia consultation by telephone
Monday to Friday,
10.00h –12.00h and 14.00h –16.00h
T 0848 84 84 54
Please note that parking in the area surrounding the clinic (blue zone) is limited.
ea
Guest Relation
T +41 44 387 35 80 / 81 / 82 / 83
Hott
Th
Day Clinic
T +41 44 387 36 70
F +41 44 387 36 75
Hairdresser
Monday to Friday, 9.15h –18.00h
Saturday, 9.15h –14.00h
T +41 44 387 25 35
– T ram No. 11 from Zurich’s central station
NIEDERDORF
or Zurich’s
Stadelhofen station to the
Balgrist tram stop
– Forchbahn (S18) from Zurich’s Stadel­
hofen station to the Balgrist tram stop
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Cost Reimbursement
Monday to Friday, 8.00h –17.30h
T +41 44 387 23 81/82/83/84
F +41 44 387 23 80
Coffee Lounge
Monday to Friday, 7.00h – 21.30h
Saturday and Sunday, 8.00h –21.00h
T +41 44 387 25 26
Visitor parking
Parking for visitors is available for a charge
in the underground garage. It is open daily
from 6.00h to 21.00h.
Public transport
The Klinik Hirslanden is easily reached by
means of public transport.
Limmat-Q
Patient Administration Services
Monday to Friday, 8.00h –17.00h
T +41 44 387 24 20 / 21
F +41 44 387 24 26
Restaurant
Monday to Friday, 9.00h – 21.00h
Saturday and Sunday, 11.00h – 20.00h
T +41 44 387 25 25
Pla
Klinik Hirslanden
Witellikerstrasse 40
CH-8032 Zürich
T +41 44 387 21 11
F +41 44 387 22 33
[email protected]
HOW TO FIND US
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ADdRESS And TELEPHONE NUMBERS
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Hirslanden Klinik Aarau
When it matters most
Hirslanden Private Hospital Group
Klinik Beau-Site, Bern
Information and advice –
Hirslanden Healthline T 0848 333 999
Klinik Permanence, Bern
Salem-Spital, Bern
WELCOME TO KLINIK HIRSLANDEN
INFORMATION FOR IN-PATIENTS
AndreasKlinik Cham Zug
Klinik Am Rosenberg,
Heiden
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Lausanne
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Lausanne
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Klinik Birshof,
Münchenstein Basel
Klinik Belair,
Schaffhausen
Klinik Stephanshorn,
St. Gallen
Klinik Hirslanden, Zürich
Klinik Im Park, Zürich
Accident and Emergency Centre
Hirslanden Zürich
Klinik Hirslanden
24 hours a day, 365 days a year
T +41 44 387 35 35
Klinik Hirslanden
Witellikerstrasse 40
CH-8032 Zürich
T+41 44 387 21 11
F +41 44 387 22 33
[email protected]
www.hirslanden.ch
853 391 500 12/12 KSB KROMER PRINT AG