At the Gozo Health Centre we do our best to safeguard the well being and health of the Gozitan community as well as that of visitors to our island. This charter outlines your rights and responsibilities as a patient when visiting our Health Centre. It is also intended as a guide to the chartered services available and the standards of service that you can expect from us. Through this charter we are committing ourselves to providing you with a quality service.

Our Health Centre is situated in Victoria. Our contact details are as follows:

• Address: Victoria Health Centre

Triq Enrico Mizzi

Victoria, VCT 102

Gozo

 

• Telephone number: 21561541 / 21561542

Our Health Centre is open from 7:00 am to 8:00 pm. The three clinics have different opening hours. Please take note of these times.

As a patient at our Health Centre, you have the right to:

• receive health care on the basis of your clinical needs not of your lifestyle, skin colour, sex or

any other factor

• have any proposed treatment, including any risks involved in that treatment or other alternatives, clearly explained to you before you decide whether to agree with it or not

• be prescribed appropriate drugs and medicines to your condition.

There are three clinics in our Health Centre, which are:

• Treatment Room

• Immunisation Clinic

• GP Clinic

A number of nursing services are available at the treatment room. These include:

• treatment of emergencies

• daily injection of insulin for diabetes patients

• blood tests and investigations

• treatment of wounds and change of dressings

• sutures (applying stitches to a wound)

• administration of injections, antibiotics and vitamins

• administration of nebulizer therapy (for the treatment of asthma).

These services are available from Monday to Sunday from 7:00 am to 8:00 pm.

To attend the Treatment Room, you do not need to make an appointment. However, we encourage you to attend the Treatment Room at the specific times indicated:

• changing of dressings: 7:30 am to 5:00 pm

• blood tests and investigations: 7:30 am to 12:00 am

• other services: 7:00 am to 8:00 pm.

When visiting the Treatment Room, you need to bring the following with you:

• doctor’s referral unless you have been seen by a doctor from our Health Centre

• a diabetes insulin programme in the case of diabetic patients

• a form filled in by a doctor in the case of blood investigations.

You can expect to be seen by a doctor or a nurse within 10 minutes. Exceptional circumstances or emergencies may prevent us from reaching this target.

It is in your interest to ensure that you and your children are vaccinated according to the schedule issued by the Health Division. These services are available from Monday to Saturday from 7:30 am to 11 am. After 11 am, this clinic provides Occupational Health Services and Infectious Disease Control Service.

All vaccinations are given with an appointment. Please phone on 562295 to make an appointment. Scheduled childhood vaccinations and vaccinations which are recommended by the department for persons considered to be at risk are given free of charge. A fee may be charged for some travel vaccinations.

You need to bring the following with you:

• a copy of your child’s birth certificate if you are bringing him/her for the first time

• your immunisation record for us to update.

If you have an appointment, you will be seen immediately. If not, you can expect to be seen by a doctor or a nurse within 15 minutes. Exceptional circumstances may prevent us from reaching this target.

You can see a doctor at our health centre for:

• a consultation on any condition you may have

• a check up if you have not seen your doctor for 3 years

• free investigations that are considered necessary and indicated by your personal doctor

• a referral to a consultant when your personal doctor feels it is necessary

• a referral to other health care services when your personal doctor feels it is necessary.

The GP clinic is open from Monday to Sunday from 8 am to 8 pm. After 8 pm, this service is available from the Casualty Section at the Gozo General Hospital.

You need to bring the following with you:

• ID card

• personal treatment card.

You can expect to be seen by a doctor in 30 minutes. Exceptional circumstances may prevent us from reaching this target.

You can expect us to:

• care for you in a clean, safe environment

• make it easy for everyone to use our services, including children, elderly people or people with physical or mental disabilities

• give priority to patients with a Special Identity Card..

You can expect all our staff, including doctors and nurses to:

• identify themselves by wearing nametags

• be caring and understanding

• be courteous and approachable

• clear and helpful in their dealings with you .

You can help us give you a better service by:

• being courteous and helpful with all our staff

• giving us exact and correct information

• being punctual for your appointment

• informing us if you cannot keep your appointment

• giving attention to your personal hygiene

• coming to the Health Centre whenever possible rather than asking our doctor to visit you

• coming for sick-leave certificates on the same day that you fall ill

If you think that we have failed to maintain our service delivery standards for these services and you want to lodge a complaint, you may write to the Nursing Officer at the following address:

Nursing Officer

Victoria Health Centre

Enrico Mizzi Str

Victoria, VCT 102

Gozo

You will receive an acknowledgement within two working days of receipt and a full answer within ten working days of acknowledgement.

We continuously strive to provide a service that meets your needs and we welcome any comments and suggestions for service improvement. Kindly give us your comments and suggestions by filling in a Feedback Form and leaving it in the suggestion box that we have made available at our reception desk.

All information is correct at time of going to print. Information is continuously updated on the Charter Support Unit website.

Published by the Charter Support Unit, OPM

http://www.servicecharters.gov.mt

Printed at the Government Press

Photography, DOI

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