InformationPATIENT’S

During the course of the next five years, Clinica del Country shall be recognized as model of ex-cellence for its scientific and human level servic-es with advanced programs to guarantee safety of its patients.

We shall double our service capacity and we shall be model of entity’s health administra-tion programs.We shall support development of projects that permit health service growth in our envi-ronment at domestic and international level.We shall include in our portfolio research and education programs.

mission

vision

To be the Hospital that patients, physicians and in-surance companies choose due to its scientific, hu-man and quality service:

Our patients receive the best scientific, human and technical service available.Physicians have the best professional support and top technology for performance of their skills. Insurance companies have a cost-effective ally that supports them in the compliance of their function.The community has a model entity in its prac-tices and innovator in its processes and tech-nology.

VISION

MISSION

Physicians, health, administrative and

services professionals of Clinica del Country

welcome you to our facilities and offer

all our resources for your recovery.

ADMISSIONSAt admission, following documents will be required, without exception:

ID Membership card of health management operatorVouchers or copaymentAuthorization issued by corresponding insurance company

If you don’t have all documents at admission you will be admitted tempo-rarily as a private patient. As of your admission, you will have 24 working hours to carry out the necessary proceedings to certify your condition of insured patient.

For private patients:

Identity documentHospitalization order issued by treating physician Credit to your account (according to fees established for each type of procedure)

For more information please call Extensions: 1129 - 1130.

Clinica del Country connected the Carrera 15 and Carrera 16 units with a pedestrian bridge in order to offer more comfort and safety to patients and relatives.

Main entrance to facilities is through the Carrera 16 unit, and emergency room for adults

is through Carrera 16A, rear façade.

The entrance to pediatric and obstetrical emergency room is through the Carrera 15 unit.

admissions

For more

information

please call

Extensions:

1129 or 1130.

2

HOSPITALIZATION

Medical Service

You are under the care of a specialist physician, chosen by you or assigned by the hospital at the emergency room. He/she will be in charge of guiding and making decisions related to your treatment.

The hospital has a medical team that collaborates in the attention of pa-tients only if treating physician requires its help or in case of emergency.

Nursing Department Each floor has a chief nursing officer and a team of qualified nurses will-

ing to work for your health, offering service and comfort. They will make your stay pleasant; therefore, they deserve your respect and consideration.

In the event you require permanent nurse assistance please request one in the morning to the chief nursing officer. This is an external service of the Hospi-tal with additional cost. Request in advance, in order to insure availability.

The certified nurse assistant is only a companion. Medical orders and care are always responsibility of the hospital’s staff that will accompany and look after your well being and comfort. For more information on nurse assistance please call Extensions: 1762 – 1763.

If you have any type of removable prosthesis; hearing-aids, contact lens-es, etc., please inform the nursing staff in order to give it suitable handing and avoid accidental lose.

RoomIn the bathroom you will find toilet elements, courtesy of the hospital. Tow-

els have an additional cost which is not covered by prepaid medicine or insurance company and shall be charged to your personal account. In the event you need a set of towels please request it to nursing staff.

Companion

A relative may accompany patient at night. Service for companion has an additional cost.

Patients under 12 and over 80 years of age must be accompanied at all times by an adult. Companion service cost for these patients shall be as-sumed by Hospital when not covered by health plan.

hospitalization 3

Surgery If you require a surgery procedure, you will be transferred with due anticipation from your

bedroom to surgery rooms. In both Units these are located in the third floor.

Before surgery, remove nail varnish from hands and feet, remove make-up, and take off jewelry and removable metallic elements.

The Hospital provides space and promotes good communication between surgeon and family members. If you have any doubts you may ask your physician before entering the sur-gical area. Likewise, at end of surgery operation treating physician shall inform your family members the result of the surgical procedure and initial recommendations.

Newborns Hospitalization of children under 30 days is at the newborn

unit located in the third floor of Carrera 15 Unit. This admis-sion is considered independent from mother’s admission.

The baby will be treated by a neonatologist’s team that

will inform patient’s state and evolution exclusively to his/her parents.

This unit is open and allows the entrance of parents ac-

cording to medical conditions at its interior. The mother’s discharge from hospital is independent of

newborn’s release; mother’s release will be given by obste-trician-gynecologist and children by the neonatologist.

Please note visit schedule.

Vaccination

District Department of Health recommends vaccination scheme during neonatal period administered by the Hospital.

At time of admission, the mother receives a document with detailed explanation of vaccines and related procedures. These do not have any cost and are administered when baby is discharged.

hospitalization4

Pediatric Intensive Care Unit (PICU)

This is located in the third floor of Carrera 15 Unit. Access to PICU is strictly restricted to par-ents (one at a time per patient). In order to make accompaniment of child easier at night, one of the parents may stay at his/her side.

Due to hygiene and protection to patients, par-

ents must wash their hands, take off jewelry and leave all types of accessories. Other isolation measures shall be informed in due time.

Adults Intensive Care Unit (AICU)

This is located in the third floor of Carrera 16 Unit. There are critically ill patients who require specialized and continuous monitoring.

In order to provide adequate recovery condi-

tions to your relative please follow recommenda-tions of AICU’s Information Brochure.

Clinical Laboratory

The Clinic’s sample test services are located in the second floor of Carrera 16 Unit. Sample test-ing services are 24 hours a day.

Results not available at time of release will be attached to medical history. These results may be requested later at the Statistics Office.

hospitalization 5

TRANSFUSION SERVICE Blood donors support center

The blood transfusion service is located in Cra 16A # 82-61.

The blood donors support center is located in Cra. 65 # 81-67. Tel: 4379999. Blood products meet all standards and transfusion parame-

ters. Blood products have all the medical, scientific and safety support regarding infectious disease tests and handling tech-niques.

Schedule for blood donors is from 8:00 am to 5:00 pm Mon-day through Friday.

Availability of blood products will always be a limited re-source. We invite you to donate voluntarily.

For more information about the donation or hemoderivates transfusion please call Tel: 5300470. Ext: 1214.

hospitalization

Food Service

Schedule: Breakfast: 7:30 a.m. - 8:30 a.m. Lunch: 12:30 p.m. - 1:30 p.m. Dinner: 6:00 p.m. - 7:00 p.m.

Diet is ordered by your treating physician according to health conditions. For patients with normal diet we have a wide menu for their elec-tion. In benefit of your health we request that you keep diet or-dered by treating physician.If you have doubts regarding diet to follow after you are released from Hospital please call Extension 1670, Nutrition Office, or ask nurse to call in the dietitian.

6

OTHER SERVICES

Customer Service If you have any suggestions or require information re-

garding our procedures or services, please request as-sistance from one of our Customer Service Advisors. The staff is ready to give advice and attend any additional need regarding the medical attention process. You may contact them through the nursing staff. You may also go to office located in the first floor of Cra. 16 Unit.

The Customer Service advisor may ask you to fill in a sur-

vey that will help us learn about your needs and improve our services. Thank you in advance for your comments.

Quality Assurance

The Hospital is interested in listening to your comments regarding the medical attention you received. For this ef-fect, you may call the Quality Assurance Department at Extension 1613.

Spiritual Assistance

During your stay at the Hospital you may call our chap-lain priest if you wish spiritual assistance and support for you or your family. To request his visit please call Exten-sions 1131 - 1135.

Detection of Neonatal Illneses The Hospital authorizes duly identified officers of PRE-

GEN & Genetics (Duly identified) to proceed with neo-natal screening examinations. These are tests used to detect newborns with endocrine disease, infectious or metabolic errors before they manifest the disease.

These are voluntary and have an additional cost or in

some cases are covered by the corresponding insurance company.

Notary Public Registration

The Birth Civil Record for children born in the Republic of Colombia is a compulsory and free proceeding. This proceeding can be done at any notary public or at the Reg-istrar’s Office.

Although Notary Public’s home service is

voluntary, we currently have the support of 42nd Notary Public which carries out this work with our little patients from Mondays to Saturdays Tuesdays and Thursdays in the morning.

other services 7

Telephone Service

Local calls: Dial 0 (zero), wait for the tone and dial the desired number. These calls have no cost. Domestic and International calls: If you wish this service, dial 9 (nine).Domestic, international and cell phone calls will be charged to your personal ac-

count. Local calls include the urban perimeter only.

Internet Service

The clinic has WI-FI Internet Service. To request access call Extensions 1131, 1672, 2427, 1122 and 1770.

Restaurant

The restaurant is located in the first floor of Cra. 16 unit and is open 24 hours a day. If you require information on the restaurant please call Extensions 1769, 1800 or 1134.

Drugstore

The drugstore opens 24 hours to public and it is located in the first floor of Carrera 16 Unit.

If you wish to consult availability of any medicament or article please call Ext. 1132.

Internal drugstore is located in basement 1 of Carrera 16 Unit. It has the magistral formulation program; this gives you access to personalized doses according to medi-cal prescription. This customization facilitates drug administration in young patients and adult patients with swallowing problems and also warrants and potentiates the results of the medicine. For more information call Ext 1810.

Maintenance

The room where you are has been equipped for your comfort and well-being. We re-quest your collaboration in preserving and maintaining elements in good condition. Your family and you may need our services again.

If you find any imperfects you wish to report, call a Customer Service Advisor or Nursing

staff who will gladly transmit your request to staff in charged.

other services8

Visits

The Hospital has specific visit schedules in order to guarantee well-being and prompt re-covery of patients.

Hospitalization in room: 8:00 a.m. to 8:00 p.m.Visits of children under 5 are not allowed.For patient’s well-being we advise that maxi-

mum 2 people remain in the room.

Adults Intensive Care Unit: 11:00 a.m. – 12:00 m., 4:00 p.m. – 5:00 p.m.,

7:30 p.m. – 8:00 p.m.2 visitors per patient may enter simultane-

ously.

Pediatric Intensive Care Unit: Accompaniment of parents is allowed 24

hours a day.At night we request that only one parent re-

mains at the Unit.

Newborn Unit: Accompaniment of parents is allowed from

8:00 am to 10 pm.Grandparents may come in from 11:00 am

to 12 m. Only enter one at a time in the com-pany of a parent.

Visitors must abstain from:

Smoking (Resolution 1956 of May 30, 2008 of Ministry of Health Protection stipulates in Art. 2 that smoking is prohibited in in-door or enclosed areas and public places. In addition, Art. 3 prohibits smoking in health institutions Making noise or remaining in corridorsEating in waiting rooms Drinking alcoholic beveragesUsing mobile phones or cell phones in room corridorsVisiting patients if you have the flu or any kind of infection.

To follow these rules insures better coexistence and is sign of respect

towards other patients.

Silence contributes to the well-being and recovery of patient; therefore, we require

the help of relatives and visitors.

other services 9

Medical History Request

According to Article 34 of Law 23 / 81 in accordance with Resolu-tion 1995/99, the medical record is a private document subject to reservation, which only has access to the patient, the health team responsible for his/her care and the authorities permitted by law.

Consequently, to obtain a copy of that document or Epicrisis you must follow the following instructions:

Delivery of medical history can only be made when patient has been released from the Institution; therefore, to request copy of medi-cal history contact the Statistics Department located at Carrera 18 No 82-72, phone 5300470 ext: 2914 from 8:00 a.m. to 1:00 pm, Monday through Friday to formalize the request.

In the event that patient has agreed to authorize a third party for such purpose, the patient should send a letter addressed to said de-partment, attaching a copy of his/her ID and of authorized party.

other services

Letter must be signed in original by the patient and contain the following information:

Patient’s full nameID NumberUnit where he/she was treated (Emergency Room, Hospitalization, Surgery)Destination of the documentApproximate date of entry and/or releaseIf patient is a minor, letter should be signed by both parents or guardian or con-servator, as appropriate, attaching photocopy of ID of each parent or guardian or conservator. A parent may delegate the exercise of parental authority on the other for the purpose of making the request for a copy of the child’s medical history; in this case, the delegation shall be in writing, attaching a copy of ID. (Article 307 of the Civil Code)If a newborn, the application may be signed by the child’s mother, attaching a copy of her ID. If a third party is authorized, follow the instructions in the fourth para-graph (4) above.If during hospitalization you require a summary of your history, please tell the head nurse.In the event patient has died, a copy of his/her medical history may be requested by spouse or life partner, children, parents, grandparents and siblings, indicating the reason or reasons why the document is required in accordance with those reported in T-722/09 Judgment of the Honorable Constitutional Court.

10

SECURITY According to Resolution 741 of 1997 of the Health Department, we

have some recommendations for your security.

Vigilance

The Hospital has the support of a specialized vigilance company to guarantee your security and well-being. Their personnel are au-thorized to go through packages entering or leaving the building. We apologize for inconveniences caused by this measure but it is for your integral security.

District Health Department standards demand complete identifi-

cation of people entering the Hospital; therefore, you will always be asked to identify with and ID and you will be given a visitor’s badge. This visitor’s badge will allow you access to rooms and must be re-turned at nursing station once you leave the room.

Recommendations for newborns and children

a. When baby is born he/she will be identified with a pre-numbered bracelet. Please do not remove bracelet; at any time nursing staff or security may require these data.

b. Transfer of newborns or children under 10 to other departments of the Hospital can only be made by a nurse in the company of a family member. During his/her stay in the room he/she must be ac-companied by his/her parents or authorized relative.

c. Mother and child must identify with bracelets and ID (this requisite does not exempt them from presenting the corresponding debt-free receipt).

If you notice suspicious people within the facilities of the Hospital please call the security office extension: 1777.

security 11

Identification Badge

Hospital staff must permanently carry an identifica-tion badge in a readily visible place; therefore, demand presentation of same. If you have doubts, request the presence of the Head Nurse or call the Security Office, Extension 1777.

security

Personal Objects

The Hospital does not assume responsibility for per-sonal valuable objects (money, jewelry, telephones, cell phones, computers, agendas, cameras, etc.). Care of these is the responsibility of each patient, relative or visitor. We suggest that you only bring toiletry articles and necessary objects.

We recommend that you close door of your room when you are transferred for attention at other departments.

In the event that you left behind in your room some personal effect after leaving the hospital please call Ex-tension 1152.

In some rooms, you will find a drawer that can be se-cured. The key to that drawer will be delivered to you at the floor’s nursing station.

Weapons

The carrying of weapons is restricted only to security people of the State and private independent security authorities with due authorization, issued by the Super-intendence of Vigilance.

Ignore people without identification that try to distract

your attention.

12

ADMINISTRATIVE PROCESSES

In order to offer a good and timely service and guaran-tee a timely service, the Hospital has account closings from Monday through Friday until 6:00 pm and Satur-days, Sundays and holidays until 11 am.

Please be assured that charges not covered by your medical plan shall be informed to you periodically through account statements and delivered in the after-noon at the Invoicing Office located in the first floor of Cra. 16 Unit. In this way you will be able to make the respective payments.

When hospitalization of patient affiliated to pre-paid

medicine extends for a longer period of time to that in-dicated in authorization you shall have to apply for its extension.

We remind you that pre-paid medicine companies only

work until noon on weekends and holidays. It is advis-able that you make proceedings promptly.

Additionally, we must inform you that if, your insurance

company at time of auditing your account finds that your attention is not covered by your health plan due to ex-clusions or limitations contained in your contract, initial authorization granted by insurance company shall be reversed.

In this case, you will be considered a private patient

and your bill will be invoiced at institutional fees and you will be responsible for its payment. If this is your case, we will contact you as soon as the insurance company informs us of said circumstance.

administrative processes 13

Release

Once treating physician signs release order, the head nurse shall request your bill at invoicing office. Said office shall call your room to inform that the process has been concluded and request that you approach the cashier to sign invoice, and if nec-essary, cancel surpluses not covered by your insurance company or prepaid medicine. Once this process ends, you will receive paid-up receipt necessary to leave the hospital.

Cashier’s Office is open 24 hours.

The main cashier receives all credit cards authorized in the country as well as local checks, submitting ID of issuer.

Emergencies

In the event of an emergency please follow these recommenda-tions:

Keep calm while leaving the room.Close the door.Review the evacuation route in maps located in front of elevators of each floor.Do not use elevators, take the staircase.

In case of emergency please inform Ext 1777.

It is very gratifying for us that you have chosen us to care for your health or that of your relative.

administrative processes

emergencies

14

RIGHTS OF THE PATIENT

1. Patient has the right to freely select the physician or health professionals as well as health institutions to receive the required at-tention within the available resources.

2. Patient has the right to enjoy full and clear communication with his/her physician, ac-cording to his/her conditions, which allows him/her to have all the necessary information regarding his/her illness, as well as the pro-cedures and/or treatments he/she shall un-dergo, the prognosis and risks involved with said treatment and alternatives of same. He/she also has the right to be represented by relatives or representatives in case of uncon-sciousness or under legal age, to consent or reject these procedures; hopefully leaving written proof of the decision.

3. Patient has the right to receive a worthy and considerate treatment, respecting his/her be-liefs and customs, as well as to state his/her personal opinion regarding his/her illness.

4. Patient has the right to privacy and secre-cy of all reports regarding his/her medical history that can only be known with his/her authorization.

5. Patient has the right to receive the best medical assistance possible during all ill-ness process, respecting his/her wishes in case of irreversible illness.

6. Patient has the right to review and receive explanations regarding costs of services received from both health professionals as well as from the hospital. Likewise, in case of emergency, he/she has the right to re-ceive services that are not conditioned to payment of anticipated honorariums fees.

7. Patient has the right to receive or refuse spiritual, moral or religious support ac-cording to his/her convictions.

8. Patient has the right to participate or not in researches performed by scientifically qualified personnel. Likewise patient has the right to be enlightened regarding its objectives, methods, possible benefits, foreseeable risks and inconveniences that research process may imply.

9. Patient has the right to accept or refuse the donation of his/her organs to be trans-planted to other patients.

10. Patient has the right to die with dignity and that his/her willingness to allow the dying process take its natural course in the ter-minal phase of the illness, be respected.

emergencies

rights of the patient 15

DUTIES OF PATIENT AND HIS/HER FAMILYAware of the responsibility as an institution to ensure respect for the rights of patients, it is also expected of patient and his/her family the observance of duties:

1. Provide a dignified, respectful and considerate treatment to all staff of the institution as well as other pa-tients and their families.

2. Provide accurate information about medical history and other information requested by institutional staff. Fol-low medical and other health team members indications, in cases where treatment has been accepted.

3. Caring for your health and your community.

4. Do not discriminate against any person because of race, sex, or religion.

5. Comply and enforce the Constitution, laws and other regulations.

6. Know, exercise and comply with full re-sponsibility, the rights and duties granted and imposed by the social security sys-tem in health, as well as the content of the additional health plan you purchased, stressing importance to the community- the duty to make rational use of health services.

7. Report to hospital’s staff any situation con-sidered anomalous or detrimental to his/her rights as human being and patient.

8. Comply with the instructions contained in the information booklet to patients of Clinica del Country.

9. Give a careful treatment to assets owned by Clinica del Country Clinic, which are for your service.

10. Cancel account for services received from both health professionals and the institution.

duties of the patient and their family16

PBX: 530 0470 / 530 1270D

irec

tory Operator - PBX 9

General information 1131 – 1135Admissions Cra. 15 Unit 2104 – 2105 – 2108Admissions Cra. 16 Unit 1129 – 1130Adults Emergency Room 1105 1104 Customer Service 1122 – 1770 – 2427Cashier 1126 – 1117Emergency Room Patient Care 1100 – 1137Invoicing 1123 – 1124Infirmary Department 1761 – 1762 – 1763 – 1764Food Service 1800 – 1769Medical Director 1741Nutrition 1670 Lactarium 2328Quality Assurance Department 1613 – 1672Restaurant 1134Room Internet Service 2910 – 2098 – 2099Security 1777

If during your stay at Clinic you do not wish to receive telephone calls please call extension N. 9

PBX: 530 0470 - 530 1270 - 530 1720www.clinicadelcountry.com

Admissions Cra 16 Unit 530 1341Admissions Cra 15 Unit 622 8763Cardiology530 1342Diagnosis Images 621 6645 - 644 9500Emergency Room Carrera. 16 Unit.530 1350Gastroenterology 530 1349Medical History530 0470 ext 2914Information530 1340

Laboratory Fax 530 1119Medical Director530 1303Medical Director Fax530 1304Nuclear Medicine 530 1348Presidency530 1305Statistics530 1270 - 530 0470, Ext. 2914Service Center - Blood Donors530 134Surgery Programming530 1337 / 38

DIRECT TELEPHONES

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¿What to do in an emergency?18

¿WHAT TO DO IN AN EMERGENCY?

When you hear the siren stay calm, it will sound three times:

means warning

Get ready for evacuation (family or visitors), member of evacuation brigade is ready, in position.

Evacuate

It is important that you know that the health staff which is prepared and trained for emergencies will be in charge of your pa-tient or family member.

Remember not to use the elevators during the emergency.

Identify the emergency volunteer of your area who will be wearing a green vest or the assessment coordinator who will be wearing a blue vest.

Follow the directions of the Evacuation Coordinators or emergency volunteer.

When you are requested to evacuate leave in an orderly manner, in a single line and do not answer cell phones, do so quickly and do not run.

Follow the evacuation route and go to the meeting point.

Do not go back or stand at the exits to avoid hindering passage of people being evacuated.

Get to the indicated meeting place or ren-dezvous point.

Do not return to the building without per-mission of the head of emergencies.

In the presence of smoke in the area, cover your mouth and nose with a damp cloth and when asked to evacuate drop to floor and crawl.