Dear Patients, the information and regulations in this guide are important in order for us to provide you with qualified service and eliminate factors that may threaten your health. Please read this guide carefully.

PATIENT RIGHTS

1- Access to Services: The right to benefit from preventive, therapeutic, and rehabilitative healthcare services within the framework of justice and equality, without discrimination based on race, language, religion and sect, gender, philosophical belief, economic or social status,

2- Receiving General Information: The right to receive information about the available healthcare services and how to benefit from them,

3- Choice and Change: The right to choose the healthcare institution and physician from whom they will receive healthcare services,

4- Receiving Information: The right to request all kinds of information regarding their health condition verbally or in writing, and to make decisions regarding all medical and surgical interventions in line with informed consent,

5- Consent (Approval) – Refusal: After being adequately informed, the right to accept the proposed treatment, or to refuse or request the discontinuation of treatment, with the responsibility for any possible negative consequences belonging to the patient,

6- Ensuring Safety: The right to be in a safe environment in healthcare institutions and organizations and to request this,

7- Benefiting from Religious Services: The right to freely fulfill religious obligations within the means of the hospital,

8- Being Treated with Respect and Dignity: The right to receive treatment in a respectful, polite, compassionate, and friendly environment while always preserving personal dignity,

9- Compliance with Medical Requirements and Due Care: The right to benefit from innovations in diagnosis and treatment and to be protected from pain and distress as much as possible at every stage of illness,

10- Having Visitors and a Companion: The right to accept visitors in accordance with the procedures and principles determined by the hospital management and to request a companion if deemed appropriate by the physician,

11- Application, Complaint, and Lawsuit: In case of violation of patient rights, the right to make any application, complaint, and file a lawsuit within the framework of the legislation,

12- Privacy: The right to have privacy respected during all medical interventions performed during diagnosis and treatment,

13- Confidentiality of Information: The right to have information obtained due to the provision of healthcare services not disclosed in any way except in cases permitted by law,

14- Knowing the Personnel: The right to learn the identities, duties, and titles of the physicians and other personnel who provide or are providing healthcare services,

15- Expressing Opinions: The right to express opinions regarding the services provided.

OUR PATIENTS’ RESPONSIBILITIES

1.General Responsibilities;

• • Individuals should do their best to take care of their own health, comply with recommendations given for a healthy life, and participate in necessary training.
• • General hygiene rules must be followed, and individuals should perform their own personal care when necessary.

2.Informing Healthcare Professionals;

• • The patient must provide complete information about previous illnesses, complaints, whether they have received any inpatient treatment, and any medications they are currently taking, if applicable.
• • The patient is responsible for the accuracy of the information provided, and any medical or legal responsibilities arising from incorrect or incomplete information given by the patient belong to the patient.

3.Compliance with Hospital Rules;

• • The patient and their relatives must comply with the rules and practices of the hospital and the department they apply to.
• • The patient must cooperate with healthcare professionals throughout the treatment, care, and rehabilitation process.
• • The patient must respect the rights of hospital staff, other patients, and visitors.
• • The patient is obliged to compensate for any loss or damage caused to the healthcare institution’s fixtures and consumables as a result of faulty use or intentional misconduct.
• • The patient may not request false documents, reports, or records for any reason.
• • The patient may not request changes to issued documents, reports, or records without medical necessity.

4.Compliance with Treatment-Related Recommendations;

• • The patient is obliged to follow the treatment program recommended by the authorized physician responsible for their treatment and to accept the implementation of the care plan by the healthcare personnel.
• • The patient should listen carefully to recommendations regarding treatment and medications and ask about anything they do not understand.
• • The patient is required to indicate whether they have correctly understood their healthcare and post-discharge care plan as expected.
• • The patient is responsible for the consequences arising from refusing the treatment to be applied or failing to comply with recommendations.

If the patient fails to fulfill these responsibilities, the physician has the right to refrain from undertaking the patient’s treatment or to refer the patient to another physician. Please remember that healthcare professionals work under difficult conditions for the health of you and your relatives. In the event of any behavior involving physical or verbal violence, they have the right to withdraw from service. Violence against healthcare workers is subject to public prosecution.

OUR VISITOR RULES

Because of its positive effect on our patients’ recovery process, patient visitation is important for our institution. First of all, we thank you for supporting us during this process. Rules have been established with our common aim of protecting our patients and preventing hospital infections. In order to support us and your patient, please show sensitivity to the matters stated below.

General Visitor Rules;

• • Please comply with visiting hours between 10:00 – 22:00.
• • Do not smoke in the hospital except in designated open areas.
• • Especially before visiting intensive care units, wash your hands.
• • In inpatient wards, please ensure that the visiting period does not exceed 15 minutes and that there are no more than 2 visitors in the room.
• • If you have a contagious illness such as flu or a cold, do not visit patients.
• • Do not bring children under the age of 10 for patient visits.

For Wards;

• • Visits may be made in inpatient wards between 10:00–22:00. These hours have been arranged by taking into consideration patients’ care and sleeping times.
• • In situations that may be inconvenient for the patient, visits are subject to the physician’s permission.
• • Outside visiting hours, patients who have been admitted urgently, will undergo surgery, or have undergone surgery may be visited by first-degree relatives with the physician’s permission.
• • The above rules also apply to day-case admissions.

For the Intensive Care Unit;

• • In the Intensive Care Unit, first-degree relatives are allowed to visit their patients briefly every day between 14:00–15:00 (if the Intensive Care Unit is not suitable, the visiting hour may be changed for that day).
• • A maximum of 2 (two) patient relatives may see the patient during one visit.
• • When entering the Intensive Care Unit, patient relatives must wash their hands between the outer and inner doors to ensure infection control and then carry out their visit. When leaving the Intensive Care Unit, they must ensure hand hygiene again using hand disinfectant.
• • Patient relatives comply with the necessary infection control procedures during visits to isolation patients under the guidance of nurses (hand washing, mask, gown, etc.).
• • During working hours, information about the patient’s condition is provided to patient relatives by the patient’s physician.
• • During night shifts and on weekends, information is provided by the on-duty Intensive Care physician.
• • No information is given to persons who are not the patient’s legal relative.
• • The patient’s needs are determined by the nurse who admits and follows up the patient and are communicated to the patient’s relatives.
• • Information regarding the condition of patients staying in the Intensive Care Unit cannot be provided by nurses and other healthcare personnel working in the Intensive Care Unit.

For the Neonatal Intensive Care Unit;

• • In the Neonatal Intensive Care Unit, the baby’s mother and father may visit their baby during the day as long as there is no intervention being performed.
• • Please use the equipment provided by the nurse at the entrance.
• • Mothers of babies should have short, unpolished nails, and items such as rings and bracelets should be removed due to infection risk.
• • The rules stated above are applied exactly at every entry to the Neonatal Intensive Care Unit.

OUR SERVICES

Room Introduction

After you enter your room, your floor secretary / ward nurse will introduce the room and the items in it and show you how to use them.

Patient Identification Wristband

The purpose of this practice is to prevent confusion during procedures and ensure that you receive the correct service. Please do not remove your patient identification wristband under any circumstances until discharge. If the wristband comes off or becomes unreadable, please ask the ward nurses to renew it.

Informed Consents

Before any procedure to be performed on patients, signed consent is obtained after you or your relative has been informed.

Use of the Nurse Call Bell

If needed, you can use the Nurse Call Bell located at the bedside and in the WC-sink area to reach a nurse.

Medication Safety

In order for your treatment to be carried out correctly and effectively during your stay in our hospital, please pay attention to the following points:

• • Inform your physician or ward nurse about all medications you are currently using.
• • If you have medication with you, hand it over to your ward nurse.
• • Do not use any medication other than the one given by your ward nurse.
• • Learn from your nurse what each medication is for and at what time it should be taken.

Companion Bed

During your stay, please make sure that your companion stays with you in your room. Companion accommodation and meal service are included in your room fee. You may request sheets, blankets, and pillows for your companion from the support staff when necessary. If you do not have anyone to accompany you, especially if you have a high risk of falling, you can inform your ward nurse so that the necessary arrangements can be made.

Television Service

There is a remote-controlled television in every patient room. The television includes a 54-channel Digitürk and Lig TV system. The television channel list is included in the introduction file. Please be considerate about the volume so as not to disturb other patients.

Internet Service

Our hospital provides wireless internet service. If you experience any connection problems, please inform the floor secretary / ward nurse.

Electrical Appliances and Lighting

You may use the sockets in the bathroom and on the room wall to operate your devices. We kindly ask you not to use appliances such as kettles in your room, as they may cause technical problems. The lights in your room are controlled by the switches located on the entrance wall. Please make sure to use only the switches that turn your room lights on and off.

Air Conditioning System

Room heating and cooling are carried out through a central computer system. The system used in our hospital also ensures the purification of the indoor air. Therefore, our hospital does not have windows that open to the outside. You can adjust the room temperature and the operating speed of the air conditioning system by means of the thermostat mounted on the wall at the entrance of your room. Room windows are kept closed for the safety of our patients.

Cleaning Services

Your room will be cleaned every day by the cleaning services staff. Toilets are cleaned continuously every day, and additional cleaning is also performed when necessary. For any other cleaning requests, please inform your ward nurse. You may use the household waste bins in your bathroom for general waste. Please be sure to inform your ward nurse about sharp and piercing waste. Suggestions and complaints from all patients and relatives receiving service from our hospital are important to us.

Meal Service

Meal services are provided by the relevant staff at the following times:

Meals Hours

Breakfast 06:30-07:30 Patients with Special Conditions* 10:00-10:30 Lunch 11:30-13:00 Patients with Special Conditions* 15:00-15:30 Dinner 18:00-19:00 Patients with Special Conditions* 00:00-01:00 (*) : For patients with a special diet plan

Please remain in your room during meal times so that your meals can be delivered to you. Your nutrition is planned by dietitians in line with your physicians’ recommendations. Please do not consume any food other than what is provided to you in the hospital without consulting your physician and dietitian. Companion meals are also delivered during the hours stated above.

OUR OTHER SERVICES

Satisfaction Survey

The patient satisfaction survey has been prepared so that you can share your opinions about the service you received and so that we can improve the service we provide. As a result of this responsibility, it is very important for us that you complete the “Inpatient Satisfaction Survey” before your discharge.

ATM

There is an ATM located next to the entrance door of our hospital. You can ask your ward nurse or floor secretary for directions.

Flowers

To prevent infection, live flowers are not accepted in our hospital. Flowers sent to you will be received by our staff, and you will be informed by phone. You may collect your flowers by applying to the Information Desk during discharge.

Security

Security services in our hospital are uninterrupted 24 hours a day for your peace of mind. All general areas of our hospital are monitored by a closed-circuit camera system. Please do not make any payment to any place or person other than the cashier for procedures performed in our hospital. Do not smoke in your room or inside the hospital.

Parking

Our patients and their relatives may benefit from both paid and free parking areas.

MATTERS YOU SHOULD PAY ATTENTION TO

Prevention of Falls

During your treatment in the hospital, your risk of falling may be higher than in your daily life. The medications you take, procedures performed, and surgical interventions are the main factors that increase this risk.

For your safety, please follow these precautions:

• • If your physician or nurse has warned you not to get up on your own, please take this seriously and always ask for help before getting up.
• • Keep your phone, nurse call button, or any personal item you may need in a place that you can easily reach.
• • Ask your nurse to adjust your bed to a level that makes it easy for you to get in and out.
• • If you are allowed to walk without assistance, make sure there is enough light in the walking area.
• • Prefer slippers with rubber soles to prevent slipping. Pay attention to signs indicating that the floors are wet.
• • If you need to walk with a cane or walker, make sure you use them safely and comfortably.
• • If you are going to take a bath, be sure to ask your nurse for help.

Hand Hygiene

In order to prevent infections, you and your relatives must comply with hand hygiene. Therefore, wash your hands frequently. Hand disinfectant is available in all patient care areas of our hospital and in front of patient rooms.

Wash your hands;

• • Before and after using the toilet,
• • After touching dirty items,
• • Before and after meals,
• • Before and after touching the dressing area,
• • When entering and leaving every patient room.
• • All healthcare personnel are obliged to ensure hand hygiene before performing any procedure on you.
• • If there is a catheter, needle, tube, or dressing on any part of your body for treatment purposes, make sure that area remains clean and dry. If there is redness, pain, discharge, wetness, or deterioration in the dressing in these areas, inform your ward nurse / physician immediately.
• • Make sure your visitors do not have any contagious infection such as the flu. Depending on the type of infection, the use of masks, gloves, gowns, and even visitor restrictions may be required in order to protect other hospitalized patients and staff. In such cases, your physician and ward nurse will inform you about the precautions to be taken.

ENSURING HAND HYGIENE WITH DISINFECTANT

Isolation Symbols

In infected or colonized patients, identifying symbols determined by the Ministry of Health are used. The relevant identifying symbol is used in all processes of patients in isolation, including transfer.

Respiratory Isolation

This is applied in addition to standard precautions to prevent infections that can be transmitted through the air. A “Respiratory Isolation Symbol-Yellow Leaf” must be posted on the door of the room or at the patient’s bedside. The door of the room must be kept closed. Everyone entering the patient’s room must wear a special mask (N95 respirator mask).

DROPLET ISOLATION

This is applied in addition to standard precautions to prevent droplets spread from an infected person during speaking, coughing, sneezing, or medical procedures from reaching the mucous membranes (nose, throat, conjunctiva). A “Droplet Isolation Symbol-Blue Flower” must be posted on the door of the room or at the patient’s bedside. The room door may remain open. Anyone approaching the patient closer than 1.5–2 meters must wear a surgical mask.

CONTACT ISOLATION

This is applied in addition to standard precautions for patients colonized or infected with microorganisms of epidemiological importance that can be transmitted through direct or indirect contact with the patient or the patient’s environment. When a condition known or suspected to require contact isolation is identified, the patient is placed in a single room if possible. Gloves are changed after procedures during patient care that may cause intense contamination, gloves are removed before leaving the room, and hand hygiene is ensured. Hand hygiene is performed according to the “Hand Hygiene and Glove Use Instruction” before and after entering the patient room and before and after wearing gloves.

OUR BREASTFEEDING POLICY AS A BABY-FRIENDLY HOSPITAL

Basic Management Practices

At Private TUSA Hospital, we have created a breastfeeding policy in order to protect, encourage, and support breastfeeding practices and the use of breast milk. a) We fully implement the “International Code of Marketing of Breast-milk Substitutes” and the related resolutions of the World Health Assembly. b) We have established a written “Infant Feeding Policy” that is shared regularly with staff and parents. c) We have established ongoing monitoring and data management systems. We ensure that our staff are equipped with the knowledge, competence, and skills required to support mothers regarding breastfeeding.

Basic Clinical Practices

We inform pregnant women and their families about the importance and management of breastfeeding. We support mothers in establishing skin-to-skin contact with their babies as soon as possible after birth, starting breastfeeding as soon as possible, and maintaining uninterrupted contact. We provide support to mothers regarding the initiation and continuation of breastfeeding and the management of common difficulties encountered. Unless medically necessary, we do not give newborn babies any food or liquid other than breast milk. We ensure that mothers and babies stay together and remain in the same room 24 hours a day. We support mothers in recognizing and responding to the signs their babies give when they are hungry. We provide counseling to mothers regarding the use of bottles and pacifiers and their risks. Before discharge procedures, we provide parents with information about centers where they and their babies can access ongoing support and care services regarding breastfeeding.

DISCHARGE PROCESSES

At the end of your treatment, your discharge time is determined by your physician. During discharge, in the meeting you will have with your physician, you can receive information about what you need to do for the continuation of your care, your follow-up appointments, the medications you need to use, physical therapy, other rehabilitation needs, and nutrition. Taking notes or requesting written information while discussing your post-discharge care with your physician will help you remember the details of your treatment. During the meeting, do not hesitate to ask questions and take notes of the answers.

• • While continuing your care at home, please take care to follow the recommendations below.
• • Review your prescription. Make sure that you are taking the correct medications at the correct time, using your medication correctly, and are aware of possible side effects.
• • Take precautions against the risk of falling.
• • Pay attention to your diet and nutrition.
• • Do not smoke.
• • Request informative documents about your illness and the protection of your health.
• • Please make sure to come to your follow-up appointment on the specified day and time.