The fundamental principles by which the Service Charter should be guided are those of:

• Equality and Impartiality – services and benefits are provided according to equal rules for all, without discrimination on the basis of age, sex, language and religion, social status, race, political opinions, health conditions
• Respect – every citizen-patient should be cared for and treated with thoughtfulness, courtesy and attention with respect for the person and his or her dignity.
• Right of Choice – every citizen-patient has the right, according to current regulations, to choose among service providers.
• Participation-the patient has the right to file complaints, petitions, observations, access information, and make suggestions to improve the service.
• Effectiveness and efficiency–services and benefits must be provided through optimal use of resources, according to the most up-to-date quality standards, and by taking all appropriate measures to meet the needs of the citizen-patient in as timely a manner as possible, avoiding waste that would be to the detriment of the community.
• Continuity – the provision of services must be guaranteed to be continuous in nature and without interruption.

Information on services provided

Acceptance Hours Monday through Friday – 8:30 a.m. to 12:00 p.m. – 2:30 p.m. to 5:00 p.m. Saturday – from 8:30 a.m. to 12:00 p.m.

Reservation Service Taking charge of the patient

Visits and therapies are presented in person or by phone, equipped with a prescription from the attending physician and health card. Presenting at our facility first picks up the number for:

• Getting information
• Reservationing
• Making ticket payments

Process for carrying out treatments

The patient must present himself at the reception desk with a referral from the general practitioner/specialist and health card, the person in charge verifies the correctness of the referral, personal data, fills out the medical record, and after having the privacy law document signed, sends the patient (equipped with the acceptance sheet, clinic number and progressive number of the visit) to the facility physician for the visit; who prescribes one or more cycles and has the patient sign the informed consent. The patient returns to the reception desk (cash desk) where he or she is assigned the treatment period and makes payment for the service. The patient is given a copy of the medical record showing the treatment reservation.

Regulations on Ticket and payments under the SSN agreement.

In the case of services provided by the tariff nomenclator of the Veneto Region and provided by the facility under an agreement with the National Health Service:

• for non-exempt citizens, the co-payment has to be paid on all outpatient services contracted at the facility for a maximum of € 36.15 per commitment for physiotherapy and € 55.00 for spa treatment
• For exempt citizens, the exemption criteria are as follows: Unemployed persons – fall into the category of “exempt unemployed” persons, registered with the Employment Centers, who are looking for employment provided they belong to a household with a total gross income referred to the previous year not exceeding 8,263.31 euros increased to 11,362.05 euros in the presence of a spouse not legally and effectively separated, further increased by 516.46 euros for each dependent child. The exemption is also extended to dependents. Exemption by age and income – citizens under 6 years of age and over 65 years of age belonging to a household with a total gross income referring to the previous year not exceeding 36,151.98 euros are exempt. The exemption is personal and therefore cannot be extended to dependents. The interested party (or a substitute in the cases provided for in Articles 4 and 5 of Presidential Decree 445/2000) must declare the income condition on the appropriate form. Holders of a minimum pension – citizens holding a minimum pension over 60 years of age and their dependents are exempt, provided they belong to a household with a total gross income referred to the previous year of no more than Euro 8,263.31 increased to Euro 11,362.05 in the presence of a spouse who is not legally and effectively separated, further increased by Euro 516.46 for each dependent child. The interested party (or a substitute in the cases provided for in Articles 4 and 5 of Presidential Decree 445/2000) must declare the income condition on the appropriate form. Holders of pension or social allowance, over 65 years of age – Italian citizens who have reached the age of 65 and receive a pension or social allowance are exempt. The exemption is also extended to dependents.

Methods of payment

Payments at our facility must be made prior to the medical examination and delivery of treatment. Payments can also be made by credit or debit card.In case of inability to use the service, the patient must notify us well in advance.

Relationship with patients

In dealing with patients, the staff of the Establishment is committed to the utmost courtesy. Employees are required to state their personal details both in direct dealings with users and in telephone communications, they also undertake to facilitate patients on the use of services.

Collecting suggestions and reporting complaints

It is very important for our Establishment to know the level of patient satisfaction, so that a relationship of cooperation and mutual trust can be established. In order to assess the achievement of quality and goals, the Establishment “The County” performs special audits. The Establishment detects the degree of customer satisfaction with the services provided through:

• Information collected from patient contact
• The contents of the complaints received and the appropriate questionnaires that patients can return completed

Processing of personal data

Pursuant to art.13 of the European Regulation 2016 /679 of April 27, 2016 containing the “Personal Data Protection Code”, our facility guarantees the processing of patients’ personal data with respect for the rights, fundamental freedoms and dignity of the data subjects. When you first come to this facility, you will be asked to give your consent to the processing of your personal data.

Patients’ rights

The patient has the right to be treated with care and attention with respect for human dignity. He has the right to obtain:

• Information from relevant staff regarding the services provided
• Clear and complete information from the attending health care provider
• That the details of his pathology remain secret

Duty of pathients

The patient when accessing our facility is urged to behave responsibly, respecting and understanding the rights of other patients, cooperating with the medical, technical and management staff, and nurturing the relationship of trust with the health care staff that is essential for the setting of a proper treatment program. It is the duty of every patient:

• Informing you in a timely manner of your intention to opt out of scheduled services
• Respect the environments, equipment and furnishings
• Comply with the schedule and organization provided by the Establishment.

List of health services provided by the Establishment

Gait training Laser therapy Electromagnetotherapy Electrostimulation Electric currents: Galvanotherapy* Electromagnetotherapy* Electrostimulations* Interferential* Diadynamics* Kinesiotherapy and postural exercises* Massotherapy* Interferential currents* Ultrasound therapy* Postural exercises* Compex* Iontophoresis* Diathermy* Laser Hilt Therapy* Functional reeducation for simple pathology Functional reeducation for complex pathology Skeletal traction* Hydrokinesitherapy*

Thermal cures Mud therapy Bath therapy Sweat cave Hydromassage Inhalation and Insufflatory Cures (inhalations – aerosols – humages – nasal showers nasal irrigations – insufflations – politzer) Specialist Visits Physiatric examination Orthopedic examination* Dermatological examination* Rheumatologic examination* Ophthalmological examination* Allergy examination* Sports Medicine examination* Otolaryngological examination* Vascular Surgery Visit* Cardiology examination*

N.B.: Unaffiliated.

Mud therapy treatments indicated for:

Osteoarthritis and other degenerative forms Extra-articular rheumatism

Inhalation cures indicated for:

Bronchitis – Sinusitis – Laryngopharyngitis

Insufflatory indicated for:

Otitis – Tubal stenosis

Vascular pathway indicated for:

Venous insufficiency After-effects of chronic phlebopathies Lower extremity varices

Physiotherapy care indicated for:

Arthrorheumatic diseases neuromotor diseases post-traumatic diseases post-surgical/orthopedic surgery

Business Name:

BATTLE SPA LTD “THE COUNTY”

Medical Director:

CHIAPPETTA Dr. ANTONIO

ENT specialist physicians:

CHIAPPETTA Dr. ANTONIO LUNGHI Dr. MARCELLO MAGAROTTO Dr. STEFANO

Medical Specialists:

CATOZZO Dr. LUCA – Pneumologist VEZZU’ Dr. MARISTELLA – Rheumatologist MOTTERLE Dr. LAURA – Ophthalmologist VISONA’ Dr. ENRICO- Orthopedist FORMICHI Dr. MARCO – Cardiologist CASSIN Dr. ENRICO – Dermatologist

Audiometry Technician:

PREVIATO Dr. CHIARA

Thermal physicians:

DUREGON Dr. MICHELA

Head of Physiotherapy Department:

BARBETTA Dr. GIOVANNI

Physical Medicine and Rehabilitation Physician:

BARBETTA Dr. GIOVANNI Produced with the collaboration of the Centro Studi Termali “Pietro D’Abano” and the ANTEAS Association in the figure of President Dr. Bevilacqua Velia.

	HEALTH SERVICE CHARTER COMMITMENTS	INDICATORS	STANDARDS	2021 MONITORING
HUMANIZATION	Ensure respect for ethnic and cultural spe-cificities	Availability of personnel with knowledge of the most commonly spoken languages in the area	Staff presence	100%
INFORMATION AND COMMUNICATION	Care of clinical communication (informed consent, referring practitioner for certain categories of patients)	a)% patients who state that during the admission and visit they received adequate information about their health conditions or the treatments they underwent (satisfaction questionnaire) b) presence in the medical record of record-keeping of informed consent for service with information.	a) 80% patients who di-clarify that they have received adequate information about their health conditions or the treatments they have undergone b) checks clini- cial records	a) 92,00% b) 100%
RELATIONAL ASPECTS	Ensure the improvement of relations between users and the staff in contact with them	No. of complaints/total no. of patients	% complaints lower 1%	0,5%
TIMING AND ACCESSIBILITY	Facilitation of booking arrangements	a) various booking methods: counter, telephone, cup b) reservation time (counter and/or tele-phone): opening more than 39 hours per week, continuous hours, opening on Saturdays, opening at 8 a.m. closing after 5 p.m.	a) Availability mode of reservation b) confirmation schedules	a) 100% b) 100%
PROTECTION, LISTENING AND VERIFICATION	Ensure that there is a procedure for handling complaints that respects the maximum response time of 7 days and uses complaint analysis to improve the quality of services	a) presence of procedure for handling re-complaints b) improvement actions following the detection of critical issues identified as a result of listening to citizens c) No. of improvement actions/No. of well-founded complaints submitted for organizational-vial aspects d) preparation of annual report e) % No. of complaints responded to within 7 days / No. of total responses	a) existence of procedure b) at least one improvement action c) % of improvement actions implemented vs. substantiated complaints per-ceived d) presence in management review e) 100% response within 7 days.	a) 100% b) 90% c) 68% d) 100% e) 100%
PRIVACY PROTECTION	To ensure that the processing of patients’ personal data respects the rights, fundamental freedoms and dignity of the data subjects in accordance with Article 13 of the European Regulation 2016 /679 of April 27, 2016 containing the “Code on the Protection of Personal Data”	a) adequate information available to users b) presence of consent to data processing on acceptance	a) Presence of information b) Consent presence	a)100% b)100%
TRANSPARENCY WAITING LISTS	Ensure proper management of waiting lists according to prescribed priority	a) Adherence to the provincial CUP system. b) Checks by the NAC.	a) 100% commitments handled through CUP b) 92% checks by NAC.	a)100% b) 97%