Care for the Elderly

Gozo General Hospital (Outpatients' Department) Quality Service Charter

Contents

This charter

Rights and expectations

How to contact us

Personal consideration and respect

Access to services

Providing information

Drugs and medicines

The Outpatients' Department environment

How you can help

Learning from you

Our chartered clinics

If you are not satisfied with our service

This Charter

This charter outlines your rights and responsibilities as a patient when visiting our Outpatients' Department. 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.

Gozo General Hospital is dedicated to provide the highest quality patient care in a compassionate and personalised manner while keeping within the local social, cultural and economic environment.

Rights and expectations

Throughout our Charter we refer to rights and expectations. You are entitled to your rights at all times and at all places under the jurisdiction of the public health service.

Expectations, on the other hand, are the standards we will do our best to achieve at the Outpatients' Department. Exceptional circumstances may sometimes prevent us from meeting these standards.

How to contact us

Our Outpatients' Department is situated in Victoria. Our contact details are as follows:

Gozo General Hospital

Outpatients' Department

Victoria VCT 102

Gozo

Telephone number: 21561600 Extension: 206; 237.

Personal consideration and respect

You can expect all staff you meet to wear a tag indicating both their name and their grade within the Department. You can also expect all staff who deals with you to treat you in the best possible manner. They will attend to your needs with courtesy and respect for your privacy, dignity, culture, religious beliefs and lifestyle.

Access to services

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
give or withhold your consent to medical or other care and treatment.

You can expect us to make it easy for everyone to use our services, including children, elderly people and people with special needs.

Please understand that it is not always possible for us to keep to appointment times, although we will do our utmost to do so. We often have to deal with emergencies, while some cases will unexpectedly require lengthy treatment.

Providing information

You have the right to:

be fully and clearly informed of the services available at the Outpatients' Department
be given a clear explanation on any proposed treatment, including any risks involved and any alternative forms of treatment to help you make an informed decision
have all records and information about you stored in a confidential manner
have all questions you may have on your condition answered
be given appointments for follow -ups based on your clinical needs.

Drugs and medicines

You have the right to be prescribed appropriate drugs and medicines. If your income falls within a certain bracket you may be entitled to a Pink Card. This card gives you the right to get your medicines free of charge. Ask at your local Social Security area office for more information.

If you suffer from one of a number of specified chronic conditions, you also have a right to get your medicines free of charge. These conditions are specified in a list known as the Schedule V. Your family doctor should be able to advise you on this.

The Outpatients' Department environment

You will find a number of enquiry points and clear sign-posting to help you find your way around. You may also expect to be cared for in an environment that is comfortable, clean and safe.

How You Can Help

We constantly seek to improve the quality of our care. There are a number of things you can do to help us give you a better service. Please remember to:

bring any documents we may need. For example, your ID card, your Pink or Schedule V cards if you would like to collect free medicines, prescriptions, referral tickets if you have been referred to another Clinic or any record cards which some Clinics provide
give your physician all the details about your condition, any illnesses you may have had, past hospitalisations, any medication you are taking, any allergies you may have and any other matter relating to your health. Remember, the more said the better.
report unexpected changes in your condition to your physician
ask your physician to explain again if you have not fully understood the recommended course of action
follow the treatment plan recommended by your physician or carer
avoid turning up without an appointment unless you are attending a Clinic where the service is not by appointment
keep appointments and, when unable to do so, notify the Outpatients' Department
take responsibility for your actions if you refuse treatment or do not follow your physician's instructions.

Learning from you

We continuously strive to provide a service that meets your needs and we welcome any comments and suggestions for service improvement.

If you would like to make a suggestion or comment on our services and standards, you may:

pick up a feedback form from our Reception area and post it in the suggestion box which is also found at reception
fax us on 21 56 08 81
write to:

The Medical Superintendent

Gozo General Hospital

Outpatients' Department

Victoria VCT 102

Gozo

Our chartered Clinics

Dental Department
Services		Eligibility	Opening hours	What you can expect
Dental check ups scaling and polishing extractions temporary fillings emergency treatment. If you have a Pink Form you can also get: permanent fillings conservative treatment.		Please call the reception desk at the Dental Department on extension 205 or 336 for an appointment. No referral tickets are needed	This Clinic opens Monday to Friday from 9.30a.m. to 1.30p.m. and Saturdays from 9.30a.m. till noon.	You can expect: an appointment for a check-up or follow-up within 14 working days oral hygiene by appointment after a dental examination by the dentist to be seen within 20 minutes of your appointment time. your check-up to last no longer than 15 minutes. Should you need: an x-ray, you will be referred to the Radiology Department specialised treatment, you will be referred to a Dental Consultant. an anti-biotic cover in case you suffer from a cardiac condition, you will be referred to the Medical Consultant Clinic.
Dental Department – school children service
Services	Eligibility		Opening hours	What you can expect
Normal check-ups. referral for Orthodontic or Oral Surgical Consultations. treatment for teeth and mouth conditions that may require the use of appliances and/or braces. Dental emergency cases are treated either at Dental Department during opening hours or at the Emergency and Admitting Department when the Dental Department is closed.	This Clinic caters for children: aged 3 to 16 years who are resident in Gozo from all Health Centres and Schools in Gozo. On Saturdays the Clinic is reserved for children’s orthodontic treatment.		The Department opens Monday to Friday from 7.00a.m. to 2.00 p.m. and on Saturday from 7.00a.m. till noon. The Orthodontic Clinic opens once a month. The Orthodontic Consultant Clinic is held once every three months.	You can expect: appointments for new cases for basic services to be available within 2 weeks appointments for specialist services, Oral Surgery Consultant to be available once a month including follow ups your check up to last no longer than 10 minutes your filling to last no longer than 45 minutes you’re appointment with the consultant to last no longer than 30 minutes.
Ante-natal, Post-natal and Gynaecology Consultant Clinic
Services	Eligibility		Opening hours	What you can expect
Pregnancy tests ante-natal examinations smear tests (by appointment only) gynaecological assessments referral to hospital services as appropriate post-natal examinations.	You can attend of this Clinic if you are referred by a Medical Officer with a properly filled Ticket of Admission You are entitled to receive post-natal care for 6 to 8 weeks after delivery. These appointments can be made at the Maternity Ward before the mother is discharged from the Ward.		This Clinic is open on Mondays and Wednesdays from 8.30am till noon.	You can expect: appointments to be available within 2 to 3 weeks. to be seen within 30 minutes of your appointment time.
Diabetes Clinic
Services	Eligibility		Opening hours	What you can expect
Investigations of: glucose level in blood urine (for protein, glucose, acetone) blood pressure weight.	You may be referred to this Clinic by a Medical Officer who has to fill in a Ticket of Admission which will enable you to make an appointment. You can also make an appointment before being discharged form hospital.		The Clinic is open on Tuesdays from 7.00 a.m. for investigations conducted by a nurse. Our physician starts seeing patients from 8.30 a.m. till noon.	You can expect: appointments to be available within 2 weeks advise you on your condition, and on the diet you should follow us to give you literature on dietary advice together with a record card for your investigations. Following your visit, you may be: advised to follow a particular diet prescribed medication prescribed insulin injections. Once a year, you can also expect to be referred to an ophthalmologist and / or a podologist and for routine blood investigations.
Medical Consultant Clinic
Services	Eligibility		Opening hours	What you can expect
Medical consultation.	As a new case you may be referred to this Clinic by a Doctor, who has to fill in a Ticket of Admission which will enable you to make an appointment		This Clinic is open on Fridays from 8.00am till noon.	You can expect: appointments for new cases to be available within 3 weeks. to be seen within 30 minutes of your appointment time.
Anticoagulant Consultant Clinic
Services	Eligibility		Opening hours	What you can expect
Anticoagulant consultation.	As a new case you may be referred to this Clinic by the Medical Consultant.		The clinic is open on Tuesdays at 7.00 a.m. for blood investigations conducted by a nurse. Our physician starts seeing patients from 8.30 a.m. till 1.00pm.	You can expect: appointments for new cases to be available within 1 week
Asthma Clinic
Services	Eligibility		Opening hours	What you can expect
Asthma-related services	As a new case you may be referred to this Clinic by a Doctor, who has to fill in a Ticket of Admission which will enable you to make an appointment		This Clinic opens every first and third Thursdays of the month from 10.00am until noon	You can expect: appointments for new cases to be available within 2 weeks to be seen within 30 minutes of your appointment time.
Surgical Consultant Clinic
Services	Eligibility		Opening hours	What you can expect
Surgical consultation.	As a new case you may be referred to this Clinic by a Doctor who has to fill in a Ticket of Admission which will enable you to make an appointment		This Clinic opens on Mondays and Thursdays from 9.00am till noon.	You can expect: appointments for new cases to be available within 1 week. to be seen within 30 minutes of your appointment time.
Orthopaedic Surgeon Clinic
Services	Eligibility		Opening hours	What you can expect
Orthopaedic surgery.	As a new case you may be referred to this Clinic by a Doctor who has to fill in a Ticket of Admission which will enable you to make an appointment		This Clinic is open on Wednesdays from 8.30am till noon.	You can expect: appointments for new cases to be available within 3 weeks to be seen within 30 minutes of your appointment time.
Radiotherapy Clinic
Services	Eligibility		Opening hours	What you can expect
Radiotherapy.	As a new case you may be referred to this Clinic by a Consultant.		This Clinic is held three times a month on Wednesdays from 7.30am to 11.00am.	You can expect: appointments for new cases to be available on the first Clinic due to be seen within 30 minutes of your appointment time.
Pace Maker Clinic
Services	Eligibility		Opening hours	What you can expect
Checking of pace maker.	As a new case you may be referred to this Clinic by a Consultant.		This Clinic is open three times a month on Saturdays from 8.00am to 10.30am. You can have your pace-maker checked every 6 months on a Saturday or earlier as indicated.	You can expect: to be seen within 30 minutes of your appointment time.
Neurology Consultant Clinic
Services	Eligibility		Opening hours	What you can expect
Neurology consultation.	You are entitled to be referred to the Neurology Consultant on another Consultant’s advice (follow up cases only).		This Clinic is open once a month on a Saturday from 10.30am to 11.30am.	You can expect: to be seen within 15 minutes of your appointment time.
Visual Fields Clinic
Services	Eligibility		Opening hours	What you can expect
Checking of Central visual filed	As a new case you may be referred to this Clinic by an Ophtalmologist.		This Clinic is open on the first Saturday of each month, from 8.30am to 10.30am.	You can expect: appointments for new cases to be available within 4 weeks to be seen within 20 minutes of your appointment time.
Visiting Cardiac Consultant Clinic
Services	Eligibility		Opening hours	What you can expect
Cardia Consultation	As a new case you may be referred to this Clinic by the Medical Consultant. .		This Clinic is open once a month on a Saturday from 9.00am to 11.30am	You can expect: appointments for new cases to be available within 4 weeks to be seen within 15 minutes of your appointment time.
ECG (Electrocardiogram) Department
Services	Eligibility		Opening hours	What you can expect
ECG recording	You are entitled to be referred for an ECG from the Out-Patients’ Department, Emergency Department, Health Centre or your Doctor.		The ECG Department opens daily, including Sundays, from 7.00 a.m. to 2.00 p.m.	During the opening hours of the ECG Department you can expect to have your ECG done upon referral. If you have been referred for the ECG from the Outpatients’ Department or the Emergency Department you will be sent back to these respective Departments to be given the report. In the case where you have been referred from the Health Centre or from a private family doctor, the ECG is either held at the Department or at the Casualty Department.
Stress ECG
Services	Eligibility		Opening hours	What you can expect
Stress Electrocardiogram	You can only have an Stress ECG if you have been referred by a Medical Consultant.		Stress ECGs are held on Wednesdays and Thursdays from 7.30am till noon.	You can expect: appointments to be available within 3-4 weeks to be seen within 30 minutes of your appointment time to be given your Stress ECG report as the test is over.
Ophthalmic Clinic
Services	Eligibility		Opening hours	What you can expect
Eye care services provided by our Ophthalmologist.	A Medical Officer may refer you to this Clinic. You may also be referred from the Diabetes Clinic and the Accident and Emergency Department. School children may be referred from the School Health Services.		The Clinic is open on Mondays, Wednesdays and Fridays from 7.30am till noon.	You can expect: appointments to be available within 3 weeks to be seen within 30 minutes of your appointment time.
Organ Donor Forms and Cards
Services	Eligibility		Opening hours	What you can expect
Organ Donor Forms and Cards are supplied from the Pharmacy near the Out-Patients’ Department.	- All persons (Minors have to obtain parent’s or guardian’s consent)		7.00am until 2.30pm	You can expect: information and advice with regards these Cards by contacting the Pharmacy Technician.
Podology
Service	Eligibility		Opening hours	What you can expect
Treatment of foot conditions such as bunions, corns, nail problems, heel problems, warts and skin diseases. It is highly recommended that patients with Diabetes attend this Clinic for routine foot assessments. For more specialised treatment you may need to be referred to the Podology Department at Birkirkara Health Centre.	You may be referred for treatment by another podologist. As a new case you may be referred to this Clinic by a Doctor or another Podologist who has to fill in a Ticket of Admission which will enable you to make an appointment		The Clinic is open from Monday to Friday from 8 a.m. to 1.00 p.m. and on Saturdays from 8 a.m. to 11.30 a.m.	You can expect: appointments for new cases to be available within 2 weeks to be seen within 20 minutes of your appointment time to be seen by the same podologist for your follow-up appointment routine cutting of toe nails only if you suffer from diabetes or have circulation problems.
Blood Investigations and Tests
Service	Eligibility		Opening hours	What you can expect
OGTT (Oral Glucose Tolerance Test) lactose Tolerance blood investigation other blood investigations.	To attend this clinic you need to call the reception desk for an appointment. When you visit the clinic, please make sure you bring: your ID card the necessary blood investigation forms that must be filled in and signed by the doctor referring you for the tests. These must also have the doctor’s name and address printed on them.		It would be advisable that for certain blood investigations to be taken on Thursday and Saturday mornings. This will avoid unnecessary waiting.	You can expect: - For OGTI and lactose tolerance test you will be given an appointment within 2 weeks - No appointment is required for other blood investigations. System used is first come first served basis.
Dermatology (Skin) Clinic
Services	Eligibility		Opening hours	What you can expect
Dermatology (Skin) Care Services.	A Medical Officer may refer you to this Clinic by filling up a Ticket of Admission which will enable you to make an appointment.		This Clinic opens on Saturday from 8.30am to 11.00am	You can expect: appointments for new cases to be available within 6 weeks. to be seen within 30 minutes of your appointment time.
Ear, Nose and Throat (ENT) Clinic
Services	Eligibility		Opening hours	What you can expect
You are entitled to ENT (Ear Nose and Throat) Care Services as provided by a Specialist in this area.	You may be referred to this Clinic by a Medical Officer who has to fill in a Ticket of Admission which will enable you to make an appointment.		This Clinic opens on Tuesday from 8.30am to 11.00am	You can expect: appointments for new cases to be available within 2 weeks. to be seen within 30 minutes of your appointment time.
Audiograms and Hearing Aids Clinic
Service	Eligibility		Opening hours	What you can expect
-Audio testing -Moulds for hearing aides for those entitled (Patients with a Pink Card and Form)	As a new case you may be referred to this Clinic by an ENT specialist.		This Clinic opens on the second and fourth Tuesday of each month, from 8.30am to 10.30am.	You can expect: appointments for new cases to be available within 2 weeks to be seen within 20 minutes of your appointment time.
Paediatric (Children) Consultant Clinic
Service	Eligibility		Opening hours	What you can expect
Paediatric consultation for children.	As a new case you may be referred to this Clinic by a Doctor, who has to fill in a Ticket of Admission which will enable you to make an appointment. Appointments are also given to newly born babies before being discharged from the Maternity Ward to visit the Paediatritian at the Outpatients’ Department within 1 week.		This Clinic opens on Tuesdays and Thursdays from 10.00am to 12.30pm	You can expect: appointments for new cases to be available within 1 week to be seen within 30 minutes of your appointment time.
Paediatric Cardiac Clinic
Service	Eligibility		Opening hours	What you can expect
Paediatric Cardia Consultation	As a new case you may be referred to this Clinic by the Paediatric Consultant.		This Clinic is held once every six months.	appointments for new cases to be made by the Paediatrition.

If you are not satisfied with our service

If you need to complain about some aspect of our service, please speak to the person seeing to your needs. If you would like to pursue the matter further, you may lodge a formal complaint. Please write to the Principal Medical Officer at following address:

The Medical Superintendent

Gozo General Hospital

Outpatients' Department

Victoria VCT 102

Gozo

We will conduct an investigation and provide you with a report explaining how we are dealing with your case.

You can expect your complaint to be acknowledged within 7 working days. We aim to put matters right as quickly as possible. You can expect to receive a report on your case within one month.

Exceptional circumstances may prevent us from giving you a satisfactory reply within this period. In this case the Principal Medical Officer will explain the reasons for the delay and indicate when you can expect a full reply.

We will take your complaints seriously and do our best to put things right for you.

November 2001

Published by the Charter Support Unit, OPM

http://www.servicecharters.gov.mt

Printed at the Government Press