General Information

Frequently asked questions – FAQ

How do I book a visit?

Outpatient visits and exams through National Health Service can be booked by phone at the CUP – 0456449270 or by downloading the application from the home page. Private outpatient visits and exams can be booked directly through the online private visits reservation service or by phone bt contacting CUP.

What can I do if I can’t show up to a booked visit or exam?

To cancel a reservation you can call 0456449230, active 24 hours per day. Reservations must be cancelled in good time, at least 24 hours in advance, in order to make it available to other people, thus reducing waiting time. For services booked through National Health Service, if cancellation is not made in good time, your details will be reported to ASL for the recovery of the amount due for failure to cancel the service.

Who is exempt from ticket payment?

Exemption is provided for age, income bracket and pathology/invalidity. The exemption code must be written on the prescription by the doctor. If the prescription is devoid of the code, or the code is wrong, the patient is required to pay the ticket.

Is ticket payment required for Emergency Room services?

The payment is requested only if discharged with “white code”. This refers to an admission with a triage classification:

• Not resulting in a hospitalization proposal;
• Not requiring a medical observation period over six hours;
• Not consequent to acute trauma, burns covering more than 18% of body surface area or severe burns, inhalation or retention of a foreign body requiring instrumental extraction, acute poisoning;
• Not detecting risk factors in the case of pregnancy;
• Not regarding a patient sent to ER by the general practitioner with an explicit request for hospital admission;
• Patients, with any triage classification, autonomously leaving ER before the closing of the report, will be classified as “white code”.

How are admissions managed?

Hospital care is assured through:

• Urgent admission ordered by the ER doctor on duty, following the patient’s arrival with a 118 or own vehicle.
• Ordinary admission through the inclusion in a specific waiting list after an assessment by a specialist. The programming of admissions is established in accordance with the chronological order of inclusion in the list, except for particularly severe pathologies or organizational issues. In the period between the inclusion on the list and the admission, when necessary, preparatory diagnostic tests can be performed.

Upon admission, it is necessary to present the health card, reports of diagnostic tests already carried out and the letter of resignation of previous hospitalizations. It is also important to report what medicines are habitually taken.

What is informed consent?

Informed consent is the way in which the patients expresses his will to accept or refuse diagnostic and therapeutic proposals of doctors, considering benefits and risks of the same.

Is it possible to have a copy of medical records?

Hospitalized patients can request a copy of their medical records upon payment of a fee, under the conditions laid down by the administration:

From Monday to Friday, from 10:00 to 13:00 by showing up personally at the Day Surgery reception desk located on the first floor (Entrance 2).

In the closing times the request can be submitted by email to the address uffcartellecliniche@ospedalepederzoli.it enclosing a copy of identity card, request form  and proof of payment (as specified in the request form).

The copy can be collected personally at the Day Surgery reception desk from Monday to Sunday, from 10:00 to 13:00. Alternatively it can be sent by registered mail.

Can health documents be picked-up by a delegate?

Health documents, except for HIV reports can be picked-up – by filling up the appropriate proxy form – by a delegate with a valid identity card and a copy/original of the delegator’s identity card.

Assistenza integrativa non sanitaria

Non-medical supplementary care
Healthcare for hospitalized people is guaranteed and provided by medical, nursing, obstetric, technical staff and by support staff, who take on direct responsibility and it is not in any way delegable. By non-medical supplementary care, we mean every personal, relational and affective support activity provided to the hospitalized person outside visiting hours. This must be performed without interfering with hospital personnel’s functions and replacing it. This kind of assistance is authorized if expressly requested by the patient or his relatives, at the coordinator of the hospital ward or at the medic’s incontestable discretion. Operators providing supplementary care shall strictly comply to all the rules and operating procedures of the wards and to the requirements of hospital personnel, to which they shall apply for any need. In particular, the assistance shall be provided only within the limits and procedures laid down by the hospital. Should there be evident interference with medical procedures or violations of expected behaviour, that can jeopardize the patient’s physical and psychological integrity, ward personnel are authorized to request immediate cessation of provided support. By way of example only, non-medical supplementary care can be provided:

• By people with an ongoing and prior to admission relationship, that is components of the parental circle, friends or the patient’s personal caregivers;
• By people with a working relationship with the patient or his family during the hospitalization, meaning individual enterprises or employees of companies that carry out paid private supplementary care.

As regards this last case, it should be noted that:

• The hospital is not in possession of official lists of individual enterprises or companies providing these services;
• Employees and collaborators of the hospital are forbidden to indicate or advertise said enterprises and companies;
• Employees of the hospital are forbidden to personally provide these services;
• The hospital declines all responsibility arising from any breach of contract between parties, illicit acts, eventual theft, damage or loss regardless of the cause, including any direct or indirect damage arising from or correlated to non-medical supplementary care provided;
• The hospital, to guarantee the fact that inside the structure illicit acts cannot happen, can at any moment request verification of existing contracts between patients/relatives and enterprises/companies;
• Should any irregularity be detected, the hospital will see to immediate termination of non-medical supplementary care and report the fact to the competent authorities.