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.
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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.
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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: [email protected]
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
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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.
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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.
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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).
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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.
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EDC address: via Bravi, 51 - Ponte di Brenta (Padova) - 35129
Main: 049.6225260
Web: http://www.gruppopavanello.it; http://www.pavanello.it
E-mail: [email protected]
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
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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
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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: [email protected])
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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
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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
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EXAMS EXEMPTED
PRECONCEPTIONAL TIME
Possible before the 13th week and however to the first check
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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
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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: [email protected]
www.biotests.it
Aprile 2015 - Revisione 4