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Patient Information

• Welcome
• Admission & Transfer Services
• Accommodation
• Communication
• Visiting Information
• Services for Patients & Families
• Blood Bank & Organ Donation
• Your Medical Record
• Discharge, Insurance & Billing
• Quality Assurance, Risk Management and Patient Safety
• Patient Rights & Responsibilities
  

A WARM WELCOME

On behalf of Almana Hospital, Khobar, we welcome you. While in our hospital you are a patient. We also see you as our guest and, as such, you are important to us.
Your health care team, committed to quality care and compassion, will take care of you. We hope for you that your hospital stay will be short and pleasant. Please ask the assistance of a nurse if you require any help.
The following important information is about our facilities and services. Please do not hesitate to ask any AGH staff if you have any questions.
If we can be of any assistance to you while you are in hospital, please let us know.

ADMISSION, DISCHARGE AND TRANSFER SERVICES

Admission, discharge and transfer department is usually the first contact a patient will have when coming to Almana General Hospital, Khobar. We offer a wide range of services to aid you and your family. The following information will guide you through the departments and services while you are in our hospital.

PATIENT REGISTRATION

Patient registration: Telephone, 03-898-7000- extn. 3108

Report to the Reception Desk when you come for an outpatient visit or an admission. This you will find on the ground floor. We require some relevant information from you to enter on our database. You will need your Insurance card with you. A medical records number will allocated to you. This will be used to access your medical file each time you visit us.

Procedures and admissions require prior Insurance approval. We will negotiate with them to procure the necessary approval and ensure all financial authorizations are granted before you can continue. Be familiar with your insurance policy and understand which services are excluded from your insurance coverage. Any questions you may have regarding insurance payment we will help you with.

WHAT YOU NEED TO BRING FOR YOUR ADMISSION TO AGH

Bring as little as possible with you to hospital to prevent loss or theft, as the hospital is not responsible for such.

Hospital gowns are provided. You may wish to bring your own nightclothes, slippers and toiletries.
If you are on home medications, prescribed or otherwise, it is advisable to bring a list of them with you. Do not bring the medication itself with you unless requested to do so by your admitting doctor.
Eye glasses, contact lenses, hearing aids, dentures etc, you can bring with you. Please safeguard your possessions and prevent loss or misuse.

WHAT YOU SHOULD NOT BRING TO HOSPITAL

Valuables, jewellery, credit cards or large amounts of cash should not be brought with you to hospital. If you need to, ask a family member or trusted friend to take valuables home for you for safekeeping. If this in not possible, ask the nurses to safeguard them for you. Your property will be counted and checked in front of you, documented and shown to you. It will be safely locked away until you request it again. A receipt of this will be given to you and you will require this when you wish to reclaim your valuables.
Always keep mobile phones on your person if you have one with you in hospital.
The Hospital is not responsible for theft or loss of valuables while your are in hospital.

LOST & FOUND

The hospital cannot accept responsibility for the loss of your valuables, However, if you misplace something, please notify the floor head nurse or call security to report the incident. For security emergencies , please call extension 3120.
Almana, Khobar has a lost and found service for patients.
The Contact Number: extn. 3133

2. ACOMMODATION

HOSPITAL ROOMS

We have suite, private and semi-private rooms. All have a bedside table, a refrigerator, television and a closet for personal belongings. All hospital beds have call buttons to summons nursing staff. If you request a private room, we will do our best to place you in a private room. You will be asked to sign a form agreeing to pay any difference between your insurance or employer coverage for a private room. Newspaper is available on request.

SAFETY

Your safety is very importance to us. You can help us by carefully reading the following information.

• Your bed has been designed for your comfort and safety.
• Please ask for assistance required when getting in of out of bed. Bedrails may be put up at the side of your bed for your protection.
• Please do not try to remove them.
• Always call a nurse for assistance.

FOOD

Room service is available 24 hours providing a wide selection of international food. Special diets are prepared and supervised by our dieticians. You will be billed for any room service food or drinks that you order additional to that provide by the hospital. This extra will be included in your hospital bill.
Food delivery from outside is not allowed

ROOM MAINTAINANCE

Please inform the staff if anything in your room is not working properly.
Staff will inspect and clean your room daily to ensure you have a pleasant stay.

SMOKING POLICY

AGH is a no smoking facility. Smoking anywhere in the Hospital, including patient rooms, is banned.

3. COMMUNICATION

Each room has its own telephone extension. You will be told the number during your time of admission. Should you be transferred to another room, your number will change and you will be informed. There is no charge for calling inside the hospital.

To place an outside call, ask the staff for a Telephone Request Form. Fill up the form, sign it and staff will send to the operator. Operator will connect you to your requested number; this charge will be added to your hospital stay bill.

USEFUL TELEPHONE NUMBERS

KHOBAR	DAMMAM	JUBAIL	HOFUF
Telephone Operator – 0 Social Services – 5255 Admissions Office – 3108 Information Unit – 3107 Patient Billing – 3123 Birth Notification – 3006 Food Services – 3169 Dental- 4000 / 4003 Administration – 3133 / 3185 Security – 3120	Telephone operators 0 Admission Office 1610 Food services 1502 Administration 1603 Patient billing 1230/1231 P.R.O 1609 Social Services 1545 Safety & Security 1065/1088 Birth Notification 1512 Dental care 1282	Telephone Operator – 0 Administration – 1015 Admissions Office – 1007/1008 Appointment – 1006 CEO/Medical Dir –1004 Dental- 1072 Food Services – 1042 Medical Records - 1051 Outpatient Pharmacy - 1077 Patient Billing – 1033/1175 Physiotherapy –1070 Security – 1003 Social Services – 1028	Telephone Operator – 0 Social Services – 3109 Admissions Office – 2922 Patient Billing – 2030 Food Services – 2929/2524 Dental- 2180/2184 Administration – 2911 Security – 2242/2145

MOBILE TELEPHONES

Mobile phone frequencies have been shown to interfere with operation of essential hospital equipment. 
Their use is prohibited in most hospital areas.

4. VISITING INFORMATION

It is important to us that our patients have friends and family visit them if they so wish.

• VISITING TIMES: Daily, except Ramadan – 1.0pm - 3.0pm & 6.0pm - 9pm.
• Ramadan: 1.0pm – 4.0pm & 9.0pm – 12.0am
• Visitors are asked to honour these visiting times for the safety of the patients and staff.
• You should confirm with the ward staff the visiting regulations for your designated area.
• In some wards, such as the ICU, visitors may not be allowed or in the case of very sick children or adults. Please check with the concerned Unit before visiting.
• Children are not allowed in the ICU
• Usually only 1 visitor is allowed in the ICU at any time. Please respect this regulation.
• For exceptions to our visiting regulations, please clear this with nursing staff, otherwise, you may not be allowed in.

COMMUNICABLE DISEASES

Family and friends who have been exposed to chickenpox, TB, mumps, measles or any other infectious disease within the past three weeks should not visit the hospital as they might pose a risk to patients and staff.

PATIENT SATISFACTION 

We want your hospital stay to be comfortable and supportive. If you are unhappy about any aspect of your care, we welcome your constructive comments. These can be given either verbally or in writing to any of your health care professionals. We will look into each suggestion and complaint. We strive to continually improve our services.

PATIENT STATUS INQUIRIES

You have a right to confidentiality and to limit those who may be given information about your health status. 
You may indicate to the admissions or nursing staff if you do no want your health details shared with anyone else, or if you do not wish to have visitors.
You may also specify who can and cannot be given information about your health status.
Family and friends may call your ward to inquire about you.
If you are a patient in one of the Intensive Care Units, only calls from your immediate family will be accepted.

5. SERVICES FOR PATIENTS & FAMILIES

OUTPATIENT PHARMACY

For your convenience, we have an Outpatient Pharmacy outlet, ground level, the Outpatient Building.
You can take your prescription there for the dispensing of your medication
The times of opening: 08.00hrs – 13.00hrs & 16.00hrs – 21.00hrs

PATIENT TEACHING CENTRE (PTC)

Patients can use this health information resource centre to better understand various diseases, conditions, procedures and issues that arise.
Location: 2nd Floor, OPD Building
Opening hours: 08.00hrs – 20.00hrs, Saturday – Wednesday
08.00hrs – 16.00hrs Thursday
For more information please call: #898 7000 extn. 5260

BILLING DEPARTMENT 

This department provides information about hospital billing and is located in the Admission Department of Hospital B, Ground Floor. Telephone: 898 7000 extn. 3123
Questions or doubts regarding your billing will be clarified if you visit or contact this department.

PATIENT RELATIONS OFFICER 

The Patient Relation Officer is responsible for managing the hospital’s patient complaint process.
The Patient Relations Officer serves as liaison between patients and the hospital and is available whenever you need assistance.
She usually visits you on admission and on request any time during working hours.
Office Location: 2nd Floor, Building C, OPD
Telephone: extn. 5252

SOCIAL AND PSYCHOSOCIAL SERVICES 

Social workers can help you cope with the stress of illness and hospital admission.
Social workers provide you with emotional support as well as information and referral to resources in your community.
They also can help with practical matters such as finding a place to stay, financial concerns and transportation.
To see a social worker, ask your nurse or doctor to arrange a meeting.
Location: 2nd Floor, Building C
Opening Time: OPD times
Telephone: extn. 5255

6. BLOOD BANK & ORGAN DONATION

BLOOD BANK 

AGH Blood Donor Centre is located within Hospital A Laboratory, 1st Floor. 
It is open 24 hours.

ORGAN DONATION

To learn more about the program or to become a donor please call the Saudi Committee for Organ Transplantation (SCOT) on 800 124 5600 (toll free).

7. YOUR MEDICAL RECORD 

Your medical record:

• serves as the basis for planning your care
• provides a means of communication between the professionals caring for you
• gives documented evidence of the course and management of your illness.

The contents of your medical record are confidential and are only released to third parties such as insurance companies, government agencies acting in an official capacity and employers.
Information from your medical record may be released to other doctors, health facilities or professionals concerned with your future care without your permission, unless, you specifically tell us not to release information to anyone.

8. DISCHARGE FROM THE HOSPITAL AND INSURANCE AND BILLING ON THE DAY OF DISCHARGE

You will be told the approximate time of your discharge so that you can arrange for your transportation.

Should you have any questions please feel free to ask any staff member to clarify for you.

We appreciate suggestions on how we can improve on our services.

We wish you well and a smooth discharge.

COMPANY ACCOUNTS AND PRIOR APPROVAL

Whether your company or insurance covers your medical bill, you will need their prior approval for any elective admissions, surgeries, procedures or major investigations e.g. MRI etc
In an urgent or emergency admission, we will notify your employer or insurance as soon as possible to ensure they cover your care expenses.

YOUR HOSPITAL BILL 

If your hospital bill will be paid by either your employer or insurance company, we will send the bill directly to them.
You will be asked to make full payment before you leave hospital if you are financially responsible for your hospital care.
Be aware that some aspects of care are not covered by insurance or companies. If you request and consent to care not covered by either company or insurance, you will be financially responsible for that care not covered by the above. You will settle the payment prior to discharge home.
If you have made phone calls during your stay, you will be asked to pay for them before you leave.
If you have any questions about your bill after your discharge, you may visit the Billing Office for further clarification.

9. QUALITY ASSURANCE AND RISK MANAGEMENT, SAFETY 

We have a quality Department.
Quality is the essence of our care. In every way we strive to improve all aspects of our care through

• Quality Surveys
• Inspections
• Continuous education
• Analyzing any patient complaints
• Celebrating Quality Week, competitions etc

RISK MANAGEMENT

Our Risk Manager is very active in identifying and eliminating any elements of risk to patients, staff or visitors. We have policies for Safe Disposal of Hazardous Waste as well as Safe Storage of Medical Gases.

PATIENT SAFETY

We are dedicated to prevent and reduce mistakes or errors. Our practice is monitored and staff assessment is mandatory. In-service orientation is available to all staff, mentorship is mandatory for the first 90 days and staff competency is evaluated at the end of each contract. 
Medical equipment has regular Preventative Maintenance documented checks to promote safety.
We have a safety plan and conduct organized ward and hospital drills.

10. YOUR RIGHTS & RESPONSIBILITIES AS A PATIENT

As a patient of the AGH Khobar, you have certain rights - what you can expect of the Hospital and its staff. You also have responsibilities – things that we as staff expect of you. Your Rights and Responsibilities combine to help us give you the best possible care and to make your experience here as positive as possible.

ACCESS TO CARE

You have a right:

• To treatment specified for your health condition and that is provided by Almana Hospital as long as you have appropriate financial arrangements for its provision.
• To be told of other suitable arrangements for your care if Almana cannot offer such care.
• When indicated, to be referred to other Almana Doctors for consultation.
• If you choose not to remain with the present treating doctor, to request transfer of responsibility for your care to an alternative Almana doctor
• To seek a second opinion of another Almana Hospital doctor.
• To know how to avail of all care and treatment from the different specialties provided by Almana Hospital
• To equal standards of courteous and considerate care provided to other patients.
• To proper evaluation and management of your pain.
• To be informed of the anticipated cost of the arranged treatment

PRIVACY & CONFIDENTIALITY

You have the right : 

• To have all written and verbal aspects of your care and treatment dealt with confidentially
• To decline to speak with or see anyone not officially involved in your care management. An exception to this is Saudi Government officials legitimately working in that capacity
• To have a history taken or physical examination performed in an environment that provides relevant auditory and visual privacy.
• Not to be exposed physically for longer than is needed for an examination or procedure.
• To be accompanied by same sex companion / family member during physical examination (with respect to AGH’s rules)
• If a procedure or treatment is of a sensitive nature, a staff member of the same sex  will have to accompany the doctor
• To have present at your examinations and discussions regarding your health status only those involved in your care or those you permit to be present, and, that such discussions will be carried out in a manner that protects confidentiality

RESPECT & DIGNITY

You have a right:

• To expect from all hospital staff considerate respectful care that honours your cultural values and beliefs.

PERSONAL SAFETY & SECURITY

You have a right:

• To be guaranteed appropriate safety and security during your hospital stay, care delivery and when undergoing procedures.

IDENTITY

You have a right:

• To know the names and designation of each staff member participating in your care treatment or who performs your procedures
• To be clear about who is overall in charge of your care and treatment.

INFORMATION

You have a right:

• To a clear accurate and understandable explanation of proposed treatments or procedures in relationship to your illness or condition. You should be informed of your condition, the proposed treatment, potential benefits and drawbacks, possibility of success, potential problems related to recovery and possible results of treatment. (This Right will be granted to family or legal guardian of those unable to exercise their Rights)
• To have the assistance of an translator ( if required and available) to help you understand the details of your care and treatment

INFORMED CONSENT

You have a right:

• To give your general consent to treatment and procedures when you enter the hospital.
• To give informed Consent before planned surgical or invasive procedures, anaesthesia, blood transfusions or blood products and high-risk procedures or treatments.
• To be fully informed before giving written consent for any proposed procedures or treatment; this information should include the benefits, available alternatives, the possible risks of the procedures or treatments and predicted costs.

INVOLVEMENT

You have a right:

• To participate in your care decisions. AGH encourages patients, their families or their decision-makers to participate with the patient and the healthcare team in planning and implementing your prescribed care if you so wish.
• Likewise you may refuse to have family involvement.
• If you choose, to be informed about the process of organ donation

COMMUNICATION

You have a right:

• To receive or to refuse to see visitors during designated visiting hours unless the care team considers that guests may compromise your health.
• To receive any form of communication from family within a suitable time.
• To have a comprehensible explanation if visitors or communication with you is restricted during your hospital stay.

REFUSING TREATMENT

You have a right:

• To refuse treatment as long as you fully understand the consequences of such refusal and that you accept the responsibility of your decision,
• To decide to withhold or withdraw aggressive or invasive treatment, to prolong life or resuscitation. You have a right to confidentiality in these matters.

RULES

You have a right:

• To have patient rules of conduct explained to you.
• To request help in resolving conflict, difficulties, misunderstandings or concerns while in Almana Hospitals.

TRANSFER & CONTINUITY OF CARE

You have a right:

• In the event of a planned transfer to another facility, to be fully conversant with the reasons for the transfer, the financial implications, any alternatives and the need for the services provided by the suggested facility.
• To know and understand that your information will be shared with the hospital of transfer.
• To be aware that it is the responsibility of the transferring hospital to ensure your care needs will be reasonably met by the receiving hospital and that the receiving hospital consents to accept responsibility for your care.
• To receive adequate information on continuity of care and health requirements on discharge

COMPLAINTS

You have a right:

• To know how to make a complaint while in Almana Hospital
• To understand how your complaint will be dealt with by the hospital.
• To obtain a reply to your grievance.

YOUR RESPONSIBILITIES

You are responsible for complying with instructions related to your treatment:

• Abide by the recommendations of your treatment plan made by Almana Staff
• Take prescribed medications in a timely manner as per doctors orders
• Honor all appointments for your follow-up care. Reschedule if you cannot comply with the given appointment.
• Know as much as you can about your medical condition and the planned treatment or proposed procedures. Ask staff to explain anything you do not understand about your care.
• Let your health provider know if feel you are unable to comply with the proposed care plan.
• Before signing consent for procedures or surgeries ensure that you fully understand this planned care. It is your responsibility to ask questions if you do not understand any such procedures.
• You ought to listen to staff explanations and advice before you refuse any aspect of your care including admission.
• You take responsibility for the consequences of refusing treatment by signing the form Leaving Against Medical Advice
• You must accept the consequences of declining treatment especially if your health status worsens.
• You give AGH staff complete accurate information related to your current illness, past medical history, present prescribed medication and, if female, if you suspect or know you are pregnant and the date of your last menstrual period. Provide any other relevant information you think your treating doctor should know.
• If your health changes, immediately inform nursing or medical staff.
• If instructions are not clear ask for clarification.