charter of services

Transcript

charter of services

LABORATORIO DRUSO TRENTO
Laboratorio Analisi Chimico Cliniche
Microbiologiche
Via Lavisotto 121 – 38121 Trento
CHARTER OF SERVICES
CS
Revisione 09 del 14 agosto 2014
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Microbiologiche
LABORATORY DRUSO TRENTO SRL
Health Director Dr. Loris Varo
CHARTER
OF
SERVICES
address
Via Lavisotto , 121
38121 Trento
phone
0461 / 822 974
fax
0461 / 822 977
website
www.cemargroup.it
CHARTER OF SERVICES
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PRESENTATION
The charter of services is a document introduced by the Ministerial
Decree No. 65 of 19 May 1995 with the aim of ensuring citizens to
institutions and companies that manage the delivery of public services.
This document contains essential information on the organization, the
services and the health services carried out by the LABORATORIO
DRUSO TRENTO.
The paper is built by focusing on the citizen and his needs, in the belief
that the knowledge and information they can ensure appropriate access
to services and benefits.
The Service Charter is a tool to protect the right to health as it places
the citizen/user the possibility of effective control over the services
provided and their quality. To remove any inefficiency, which violate the
principles and standards set out in ess, you can make a complaint . The
claim is intended to provide users and management tool for quick and
immediate report and/or correct behavior not in line with the principles
expressed.
It's a document to interpret in a dynamic and therefore subject to
constant moments of evaluation, improvements and additions. This is
not just for the change of situations, but also for the achievement of
improvement goals set by company policy.
The Laboratorio Druso Trento, in fact, for several years has undertaken
to ensure to their users supplying qualified and reliable over time by:
• standardization of pre-analytical , analytical and post-analytical;
• standardization of analytical methods ;
• Continuous improvement of quality standards ensured by
analytical QA Interior and daily participation in the Program
Evaluation Quality Control Outside of the Veneto Region;
• continuous updating training of its personnel;
• continued adoption of technological innovations.
email address
[email protected]
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Quality manager: Dott. Gianpietro Ramina
Dir. of technical: Dott. Gianpietro Ramina
General Manager: Dott.ssa Marina Lampreda
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HISTORICAL DEVELOPMENT AND OCCUR IN THE
TERRITORY
The Laboratorio Druso Trento began his career at Trento on
13/12/1984. Initially the business was modest and mainly aimed at
home users.
Over the years the business potentiate especially in the area adding to
the main office a few sampling points periphery.
The real turning-quantitative case in 1998 with the acquisition of the
shares by the laboratorio CE.MAR of Trissino in the Province of
Vicenza.
In 1998, the activity was about 70,000 laboratory performance year and
3 employees. From that moment began the development of the entire
lab with the new computer system, new equipment and new staff.
In 2002, Laboratorio Druso incorporated Laboratorio Quercia of
Rovereto, turning it into a point withdrawals. This has allowed us to
create a system and reorganize the work in Trento in a unique
production company connected to the external sampling points. With
this merger began the rapid development by posing with the numbers
available, qualified as partners, entered into the Provincial Health
Service and able to deliver services in a widespread manner in the
territory of the Province of Trento.
To date turns out to be a performance workshop that delivers about
500000 for year, has 12 employees and several collaborators and
several sampling points are located throughout the province of Trento,
precisely in the following locations: Lavis, Trento nord (Tridente),
Mezzocorona, Andalo, Cavedine, Rovereto, Villalagarina, Pomarolo,
Mori and Folgaria, from which the samples are taken at the laboratory.
In 2012 obtained the certification for QUALITY MANAGEMENT
SYSTEM LAB IMQ.
In 2013, the Laboratorio Druso joined the network of companies
TRE.VI.LAB (Trento-Vicenza-Labs) to optimize the service of laboratory
medicine, as the network can perform approximately 1.100.000
laboratory tests and in same period, the laboratory moved into new and
more spacious rooms so as to increase further the range of services
offered and able to offer an ever more rapid and accurate .
The laboratory performs its own almost all the research, for the
execution of some expert analysis relies on two external laboratories,
the Laboratorio Cemar which is part of the network TRE.VI.LAB., and
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the laboratorio SYNLAB of Brescia with whom he entered into a service
contract .
The laboratory is currently accredited with the Provincial Health
Services, and performs tests for citizens assisted by SSN under the
same condition of the Public Entity, with the exception of some tests not
included in the NHS Provincial .
BASIC PRINCIPLES
The fundamental principles of the Charter of Services are an integral
part of company policy and the organization of activities and are:
EQUALITY
The service contract is based on the principle of equality of rights of
users. Services are provided according to the rules the same for
everyone regardless of gender, age, nationality, language, religion,
political opinion or social status. The principle is to be understood not
only as a right to the uniformity of performance, but also as a prohibition
of discrimination In hiring the Service caused, for example, the failure to
take account of special need , such as the handicapped and those
categories of users more weak.
IMPARTIALITY
The behaviors towards citizens are based on criteria of objectivity,
justice, and fairness. This behavior is required to address all the staff of
the facility.
PRIVACY AND SENSITIVE DATA PROCESSING
All personal data of users who turn to Druso are treated according to
the requirements of the Code relating to the protection of personal
data (Legislative Decree 20 June 2003, n. 196).
In order to protect your privacy, in accordance with Legislative Decree
196/2003, the call of the patients at the counter of acceptance, and in
the sampling room, takes place through the use of N. of queue
management.
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CONTINUITY
The service contract despite the current difficulties of the budget by law,
is carried out continuously and without interruption. In case of power
failures or problems to objective external to the service provided, the
Company shall adopt measures to minimize inconvenience to users.
RIGHT OF CHOICE
The citizen has the right to free choice of health facilities that provide
service in the area, both public and private accredited. The cost and
quality of performance must still be the same in any structure within the
same Provincial Health System .
PARTICIPATION
The participation of citizens in the provision of the service shall be
ensured to protect the right to proper service delivery and to foster
collaboration towards the Laboratorio Druso Trento.
The user has the right of access to information held by the Company
and relating to it. The right of access is exercised in the manner
regulated by law n. 241 of 7 August 1990.
The user can produce memories and documents; envisage comments,
make suggestions for the improvement of the service.
In the case of complaints, the user can request the secretariat of the
special form which will be forwarded to the Director of the Laboratory,
which will be responsible for proper management.
The citizen/user is asked to fill out in order to evaluate the services
provided, specific questionnaires that are prepared, periodically
distributed and subsequently analyzed by the company.
EFFECTIVENESS AND EFFICIENCY
The service must be provided in order to ensure the effectiveness,
efficiency and continuity. The realization of this principle is the logical
consequence of achieving the goals set.
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The Laboratorio Druso Trento has always been as main objective the
complete satisfaction of its members.
It’s for this reason that the standard of quality of health care is
constantly monitored and reviewed:
- Improving the organization;
- Activating the involvement , motivation and updating of all staff;
- Monitoring business processes.
COMPANY POLICY
MISSION
The mission of the Laboratorio Druso Trento is to provide high quality
health services for both individuals and for firms in the field of laboratory
diagnostics in particular:
• Dispense health services to all citizens with equal impartiality
recognizing their right to health and respect for their dignity,
always providing correct information.
• Dispense health services to integration of APSS in the city and
to ensure coverage of the service within the province not being
the APSS able to completely satisfy all the demands of the
user, especially in the province and in the valleys .
• Ensuring the safety of the user and the staff as a strategic
priority of the structure by implementing an explicit and shared
risk management policy, aimed at the prevention of avoidable
errors and minimizing the possible adverse effects.
• Provide benefits and services at the forefront of technological
and organizational standards that are able to fully meet the
needs of the user and are shared by all operators and partners.
• Create a work environment that ensures the well-being of the
users, their families and staff through a relational climate
favorable, comfortable facilities and a suitable environment.
• Make all of your organization's culture of monitoring activities
and results in order to seek continuous improvement in the
level of quality of services provided .
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Strengthen the degree of standardization in the types and
modes of delivery of health services offered in order to ensure
uniform use of working methods.
Aware of the importance and responsibility towards users of the
Laboratorio Druso Trento has established guidelines and
operational protocols to ensure the quality and professionalism
of the service offered .
PATIENT
The knowledge of user needs is the primary reference of the
Laboratorio Druso Trento, which aims at customer satisfaction and
continuous improvement of the quality of services offered.
For this reason the Laboratorio Druso considers fundamental direct
contact with the user in order to create a report based on the following
principles :
• Trust, or know how to win the esteem of the user through a
behavior characterized by competence, reliability and
correctness;
• Availability and flexibility, ie the ability to adapt to the needs of
the users;
• Clarity, which provide simple answers and understandable;
• Attention, or able to know listen to the user for interpret its
expectations;
• Reliability, or keep their commitments with the user and ensure
the quality of the data provided.
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success in service to the patient, in to the staff satisfaction and to the
maintaining a competitive level.
HUMAN RESOURCES
Laboratorio Druso Trento is aware that the operation of the organization
and the achievement of the objectives depends on the contribution
fundamental of all human resources available.
It places great attention to:
• Power up the team spirit;
• motivate and involve staff in the development of projects and
the achievement of the objectives;
• Offer the opportunities, in the workplace and through training
plans for a growth in skills, knowledge and abilities;
• Create an emotional state and a relational climate based on
fairness and respect for the personality , thought and opinion in
each individual ;
• Create and foster a climate management that knows how to
motivate, recognize and reward the contribution of the
individual and the group;
INNOVATION AND CONTINUOUS IMPROVEMENT
Laboratorio Druso Trento is oriented to invest in technological
innovation with the adaptation of their quality standards offered and
increasing production capacity, expanding the range of services and
reducing the time of service delivery .
For Laboratorio Druso Trento the continuous improvement is the basis
cultural and motivational of the organization. The ability to know how to
put into play is the requirement necessary to ensure the prospects of
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The commitments of Laboratorio Druso, to the citizens
for the quality of service provided
Ensure ease of access to the facility
Laboratorio Druso is committed to making easily accessible the access
to sampling points by users through appropriate signage.
Ensure the removal of architectural barriers
Laboratorio Druso is committed to making easily accessible the access
to sampling points from the disabled through the removal of any
architectural barriers.
Ensuring the recognition of staff
Each operator is required to exhibit, in a visible, their identification card.
Ensuring the courtesy and professionalism of staff
Operators of Laboratorio Druso must have a correct, polite, helpful, and
professional behavior towards users.
Laboratorio Druso promotes the achievement of this outcome through
the training of its staff and the appropriate organization of activities.
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In business website there are informative pages related to the services
offered.
Ensure the user's privacy
Laboratorio Druso is committed to ensuring the privacy of the user at
every moment of the performance, according to Law 196 of 2003.
Submission of complaints
Laboratorio Druso is committed to carefully consider all complaints
made by citizens, answering all clearly. This assessment is used to
improve the quality of services.
Assessment of the degree of user satisfaction
Laboratorio Druso is interested in knowing how the citizens are satisfied
with the services received. This allows, together with the assessment of
complaints, to perform analysis for the improvement of the services and
benefits provided.
Ensure the comfort
Laboratorio Druso undertakes to ensure that the spaces, devoted to the
provision of benefits, are adequate from the point of view of hygiene
and security.
Ensure the respect of the delivery of medical reports
Laboratorio Druso undertakes to ensure that the reports are delivered
within the time stated in the document ELE-ESE, annexed to the
Service Charter.
Provide adequate information to users
In the different locations of the sampling points is shown to the public
the Service Charter complete and up to date.
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FUNCTION CHART
Medical Director and Director of the Laboratory:
Quality manager:
Management representative for the quality
Dir. of technical
Personnel Manager
Trade manager:
Responsible for supply:
Responsible for IT system
Responsible administration
Medical Advisor:
Laboratory operators:
Laboratory operators:
Staff Administrative Office:
Staff acceptance:
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HEADQUARTERS AND ACCESS POINTS TO LEVY
General Manager and Legal representative:
of the network TRE.VI.LAB
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Dr. Marina Lampreda
Dr. Loris Varo
Dr. Giampietro Ramina
Dr. Daniela Ramus
Dr. Caterina Liotti
Dr. Monica L. Grosello
Mrs Alessia Filippi
Mrs. Patrizia Mogna
Mrs Alessia Filippi
Mrs. Barbara Campolongo
Mrs. Carla Tabarelli de Fatis
Mrs. Giuliana Dosso
Mrs. Manuela Messina
Mrs. Mara Febbraio
Mrs. Marina Pizzini
Mrs. Patrizia Amato
Mrs. Patrizia Mogna
Mrs. Selena Cappelletti
The headquarters of the Laboratory is in via Lavisotto n.121 - 38121
Trento. Phone 0461/822974-Fax 0461/822977.
The laboratory also manages the following points withdrawals
authorized and in agreement with the Province:
1 . Trento, Via XXIV Maggio 2/3
Phone 0461/231314
2 . Tridente via Pranzelores 68
Phone 0461/830180
3 . Lavis via F.Filzi 27
Phone 0461/247044
4 . Mezzocorona via f.lli Grandi 2
Phone 0461/231314
5 . Andalo P.zza Paganella 3
Phone 0461/231314
6 . Cavedine c/o RSA
Phone 0461/231314
7 . Rovereto Piazza Achille Leoni 22
Phone 0464/421083
8 . Villalagarina Via Damiano Chiesa 19
Phone 0464/421083
9 . Mori via Giovanni XXIII 18
Phone 0464/421083
10. Folgaria Via Cesare Battisti 24
Phone 0464/421083
11. Pomarolo Via 3 Novembre 10
Phone 0464/421083
Nursing staff with free professional relationship with the contract signed
with the Association of Health Care Professionals Vallagarina, contract
renewed on 5 December 2012, which provides coverage in case of
emergency.
Moreover, in case of need we resort to nurses registered as self-employed
professionals and meet the requirements and refresher courses BLSD.
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HOW TO GET TO THE LABORATORY AND THE SAMPLING
POINT AND BRIEF DESCRIPTION OF THE LOCAL
LABORATORIO VIA LAVISOTTO 121
The lab is not open to the public, but is intended for production unit.
The premises are located on the ground floor, are divided into a
meeting room, warehouse and archive, administrative office, laboratory
and toilet facilities for employees.
All rooms are equipped with lighting , air conditioning in accordance
with the provisions in force concerning fire protection and accident
prevention.
SAMPLING POINT VIA XXIV MAGGIO
You can reach :
BY BUS: The bus stop in Piazza Fiera and the bus stop in Via Rosmini
is just a few meters from the sampling point.
BY CAR: with the possibility of several paid parking: in underground at
Piazza Fiera and along the streets nearby side.
Once you arrive at the sampling point you enter by via XXIV Maggio at
number 2/3, the premises are situated on the ground floor and you can
access for the handicapped .
The rooms are divided into the waiting room, reception and two
ambulatories for blood sampling and are equipped with toilets for the
public and for employees.
All rooms are equipped with lighting, air conditioning in accordance with
the provisions in force concerning fire protection and accident
prevention.
SAMPLING POINT "TRIDENT"
You can reach:
BY BUS: The bus stops in Via Brennero and Via Pranzelores are just a
few meters from the sampling point.
BY CAR: with the possibility of free parking in the square in front the
sampling point.
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Once you arrive at the sampling point you enter by Piazzetta Tridente at
n. 68, the premises are situated on the ground floor and you can access
for the handicapped.
The rooms are divided into the waiting room, reception room, one
ambulatory for blood sampling and are equipped with toilets for the
public.
prevention.
SAMPLING POINT LAVIS
You can reach:
BY BUS: The bus stop is just a few meters from the sampling point.
BY CAR: with the possibility of paid parking in front of the entrance to
the sampling point.
Once you arrive at the sampling point you enter by Via Filzi at n. 7, the
premises are situated on the ground floor and you can access for the
handicapped.
The rooms are divided into the waiting room, reception room, one
ambulatory for blood sampling and are equipped with toilets for the
public.
prevention.
SAMPLING POINT MEZZOCORONA
You can reach :
BY CAR: with the possibility of paid parking behind the sampling point
and at the station of Trento-Malé;
BY TRAIN: the train station Trento-Malé is just a few meters from the
sampling point.
Once you arrive at the sampling point you enter by via F.lli Grandi at n.
2, the premises are situated on the ground floor and you can access for
the handicapped .
The sampling point is located at the clinics of Public Health Agency,
with which it shares the waiting room, the toilets, the local sampling and
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acceptance, the latter are shared (outside normal blood sampling) with
the primary care physicians.
prevention.
.
SAMPLING POINT ANDALO
You can reach:
BY CAR: with the possibility of paid parking in the square in front of the
sampling point.
BY BUS: the bus stop is just a few meters from the sampling point.
Once you arrive at the sampling point you will enter by Piazzale
Paganella at n. 2, the premises are situated on the second floor and is
possible access for handicapped, by the lift.
the Health Officer.
prevention.
SAMPLING POINT CAVEDINE
You can reach :
BY CAR: with parking close to the sampling point.
The premises for the sampling point are located at the RSA Cavedine.
Once you arrive at RSA, you enter the premises of the sampling point,
which are located in the basement, with a lift and you can access for the
handicapped.
The sampling point is divided into the waiting room and a single clinic
for acceptance and sampling blood and is equipped with toilets for the
public.
The waiting room, the local sampling and acceptance (outside normal
blood sampling) are used by the RSA Cavedine.
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prevention.
SAMPLING POINT ROVERETO
You can reach :
BY BUS: The bus stop is just a few meters from the sampling point.
BY CAR: with the possibility of paid parking in front of the entrance to
the sampling point .
Once you arrive you enter by Piazza Achille Leoni at n. 22, the
sampling point is located on the second floor and you can access for
handicapped, with the lift.
The sampling point is located at the Centro Clinico Multispecialistico
Chirmedica, with whom you are sharing the waiting room, toilets for the
public and for the employees and the sampling room.
prevention.
SAMPLING POINT VILLALAGARINA
You can reach:
BY CAR: with possibility of parking near the sampling point.
Once you arrive at the sampling point you enter by via Damiano Chiesa
at n. 2, the premises are situated on the ground floor and you can
access for the handicapped.
with which it shares the waiting room, the toilets, the acceptance, the
latter is shared (outside normal blood sampling) with community
nurses.
prevention.
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SAMPLING POINT MORI
You can reach:
Once you arrive at the sampling point you enter by via Giovanni XXIII at
n. 18, the premises are situated on the ground floor and you can access
for the handicapped.
primary care physicians.
prevention.
SAMPLING POINT FOLGARIA
You can reach :
BY CAR: with parking close to the sampling point.
Once you arrive at the sampling point you enter by via Cesare Battisti
at n. 18, the premises are situated on the first floor and is
prevention.
SAMPLING POINT POMAROLO
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prevention.
The sampling points of Trent (center and Tridente), Rovereto and Lavis
are connected via the network to the server of the laboratory.
The sampling points Mezzocorona, Andalo, Cavedine Mori, Folgaria
and Pomarolo, are equipped with a system of acceptance with pc
laptop, while Villalagarina is equipped with a system of acceptance with
pc fixed, in order to perform both administrative and analytical
acceptance, via support USB, the data is then downloaded to the
server of the laboratory.
For all sampling points, the staff consists of one administrative and one
professional nurse.
In each sampling point is provided for the division of waste in special
containers by the laboratory personnel and divided into special waste
(discarded by the company specializes in a contract for the disposal)
and waste assimilable according to local municipal regulations.
The cleaning of the premises of Trent (Via XXIV Maggio, via
Pranzelores), and Lavis is entrusted with contracts to outside firms,
currently with the firm PASOTTO, contract of January 1, 2013.
The cleaning of the rooms of Rovereto is entrusted to the management
of CHIRMEDICA, according to the lease.
You can reach :
Once you arrive at the sampling point you enter by via 3 Novembre at
n. 10, the premises are situated on the first floor and is
The cleaning of the rooms of the other sampling points (Cavedine
Mezzocorona, Andalo, Pomarolo, Villalagarina, Mori and Folgaria) is
managed by the who hosts the locals for the sampling points.
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HOURS AND METHOD OF ACCESS TO POINT SAMPLING
The venous sampling and acceptance of liquids and biological materials
(feces , urine ... ) shall be made at the following times :
1. TRENTO
2. TRIDENTE
3. LAVIS
4.
5.
6.
7.
8.
9.
10.
11.
MEZZOCORONA
ANDALO
CAVEDINE
ROVERETO
VILLALAGARINA
MORI
FOLGARIA
POMAROLO
from Monday to Saturday 7.30 - 9.30
from Monday to Friday 7.30 - 9.15
Saturday
7.30 - 9.30
Tuesday - Thursday
7.30 - 9.30
Tuesday - Friday
7.30 - 9.30
Wednesday – Friday
8.00 - 9.00
from Monday to Friday 8.00 - 9.30
Tuesday - Friday
8.00 - 9.30
Monday – Thursday
8.00 - 9.30
Wednesday - Saturday 7.30 - 9.30
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The average waiting time for sampling point are around :
Trento:
8 minutes
Tridente:
8 minutes
Lavis:
6 minutes
Mezzocorona: 7 minutes
Andalo:
8 minutes
Cavedine:
6 minutes
Rovereto:
8 minutes
Villalagarina: 5 minutes
Pomarolo:
4 minutes
Folgaria:
8 minutes
Mori:
8 minutes
Data obtained from the survey in May 2012
No reservation is required.
In accordance with a interior provision, all patients with
disabilities, children, or with special needs are entitled to a
preferential access to the provision, according to the evaluation of
health personnel, at the request of the administrative staff.
The answering service is available for information regarding how to
access the structure, the investigations that are carried out, the total
cost of examinations, sampling schedules, times and methods to
withdrawal medical reports.
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ACCEPTANCE
The mode of acceptance are the following:
• take the number at the entrance of rooms;
• sit down and wait for their turn indicated on the scoreboard light or
called by the secretary;
• Introduce yourself to the acceptance in their turn, presenting their
personal health card, medical claim for exams or verbal request.
For the examinations, will be required to show a photo ID both in
acceptance that the nursing staff (only for a few exams);
• Make payment if any;
• Wait to be called by the nurse for the withdraw with the same
number used for queue management acceptance (in order to
protect user privacy).
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At this point the user will be given the labels that bear the identification
bar code (code sample), possible invoice and the withdrawal form that
authorizes the processing of data in accordance with Law 196 of 2003.
The form contains the following information:
- Patient data;
- The identification code of the sample;
- Services performed;
- The amount corresponding to the performance;
- The date and times for the withdrawal of the report;
- Authorization to the processing of personal data in accordance with
the provisions of Law 196/2003.
- May be delegated to fill out and sign.
TO REMEMBER
With each medical prescription can be requested up to 8
examinations for specialized branch;
- In the event that the medical prescription contains more than 8
performance , the patient is cautioned that the computer calculates
the ticket for each group of 8 tests and the ticket will be the sum
total of the amounts of individual groups of 8 tests
- The user should always check that on medical prescription there is
the code for an exemption that allows him to carry out the exams
with the cost borne by the APSS, in order to avoid litigation and
overpayments;
- To take advantage of the ticket, and the benefits granted by the
APSS, the prescription must be submitted at the time of acceptance
and blood sampling. Can not be no derogation.
- Some tests are not part of NHS and are therefore not refundable.
The Secretary notifies the assisted can choose: ask them privately,
to give up those exams or contact the public facility.
In all cases, the payment of the benefit generally occurs prior to
sampling.
Nothing is due in the case in which the patient is free from the payment.
-
The Laboratorio Analisi DRUSO TRENTO s.r.l. work either by virtue of
an agreement with the APSS, which with direct access to private (P.O.
05.04.a).
To take advantage of the exemptions provided by the S.S.N., must
show up to the acceptance, with a prescription by the General
Practitioner or Specialist that brings compulsorily: name, sanitary
code, residence, any exemption code, list of exams to be
performed, diagnostic question and/or diagnosis, date, stamp,
code, and signature of the physician.
NOTE : The medical prescription is a binding legal document
physician and should not be
All these data will be entered into the computer system by the staff of
the secretariat, which will also require a telephone number to contact in
case of need, and possible email address to send the report via the
web, at the end of the acceptance, will be made the payment (if due),
which may be made in cash or by debit cards.
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ACCESS TO THE AMBULATORY BLOOD SAMPLING
In the waiting room, waiting to be called for the execution of the blood
sample. Delivering the nurse labels with the barcode, the document of
identity, if required, and all the material brought from home (urine or
feces).
Is possible to collect urine in the bathroom located next to withdrawals
room, available to customers.
If you are emotional subjects and in the past has incurred to fainting or
dizziness as a result of venous sampling, notify the nurse who will carry
out the sampling in the supine position.
At the time of sampling the nurse will inform you of the maneuvers
undertaken. At the end of the levy the nurse will identify your tubes with
application of labels with the unique bar code that you delivered.
At the end of the levy is advisable to keep your arm relaxed, and press
the cotton on the exact spot of the levy, without rubbing, for at least 5
minutes, the time must be doubled in the event of a patient on
anticoagulant therapy, in order to avoid the formation of any small
hematomas.
WITHDRAW AT HOME
The Laboratorio Druso Trento makes withdrawals at home, prior
telephone request at no. 0461/231314 .
BLOOD SAMPLING PEDIATRIC
The pediatric blood sampling will only be accepted for those who have
passed the age of six. However, if there was no cooperation from the
patient, even for these, you can not perform the maneuver under duress
and therefore you will have to give up the withdrawal.
WITHDRAWAL OF REPORTS
To collect the medical report is compulsory to show the form issued at
the end of the acceptance, respecting the date and times listed on it, in
case the withdrawal was performed by a person other than the person
who made the exams, must be completed and signed the delegation at
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the bottom of the receipt withdrawal and shown proof of identity of the
delegator.
In case of loss of the module, the report will be released only to the
person to whom the levy was made upon presentation of an identity
document.
Is possible to obtain on demand, home delivery of the report , upon
payment of postage (stamp), it is also possible to consult, at the request
of the patient, the reports through web and print in PDF format at home
or at the family doctor.
The shipment by fax of the report may be made only with the prior
written permission of the patient.
The opening hours to the public for the withdrawal of the reports after
the date indicated on the form are as follows:
o
Trento
from Monday to Friday
o
o
o
o
o
o
Saturday
Tridente
Lavis
Mezzocorona Tuesday – Thursday
Andalo
Tuesday - Friday
Cavedine
Wednesday – Friday
Rovereto
o
Pomarolo
Saturday
Wednesday
Saturday
dalle 10.00 alle 12.00
In the other sampling points are delivered during the opening
hours of the same sampling points .
All the reports that will remain in storage at the sampling point at
the end of the opening hours will be stored in a locked cabinet and
will be taken up and the opening of the sampling point.
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CURRENT LEGISLATION
ON PARTICIPATION IN HEALTH SPENDING
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•
•
In accordance with the provisions in health, associated with the financial
1995 and subsequent amendments, with effect from 1 January 1995 in
respect of the payment of the ticket, citizens are differentiated into 2
categories: 1) Exempt 2) Do not exempt.
EXEMPT: are exempt, citizens belonging to the categories listed below
and identified by applicant doctor on the regional form (prescription) in
the following way:
•
E01: Citizens under the age of 6 years and over 65 years with total
gross household income for the previous year of less than €
36,152;
•
E02: The unemployed and their dependents belonging to a
household with a total gross income, reported a year earlier, less
than € 8,263, increased to € 11,362, in the presence of a spouse
and at the rate of € 516.46 for others each dependent child;
•
E03: Social Pensioners and their dependents;
•
E04: Pensioners to a minimum over the age of 60 years and their
dependents , belonging to a household with a total gross income,
reported a year earlier, less than € 8,263, increased to € 11,362, in
the presence of spouse and by reason fo other € 516.46 for each
dependent child;
•
E80: Subject third born or later with total personal income of less
than € 6,000 and then paid by the family;
•
E99: Exempt for inactivity or their dependent family members.
•
War invalids pensioners live for life (on the recipe must be reported
the exemption card number preceded by the letter A)
•
Large work invalids (on the recipe must be reported the exemption
card number preceded by the letter L);
•
100% Disabled civilians, including suffering from total blindness,
minor subjects with attendance allowance, and deaf: (on the
prescription must be specified the exemption card number
preceded by the letter C).
•
Disabled civilians with percentage greater than 2 /3 ( from 66% to
99 %) on the prescription must be written the initial INV
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•
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Helplessness of service: on the recipe must be reported the
exemption card number preceded by the letter M;
Disabled for service from 2nd to 5th class : on the recipe must be
written the initial INV
People damaged by mandatory vaccinations, blood transfusions or
blood products, HIV, etc..: On the recipe must be reported the
exemption card number preceded by the letter T;
People undergoing diagnostic and therapeutic services (prevention
campaigns, legal requirements and local regulations specified in
Article 5 of the DM 01.02.1991): on the recipe must be crossed the
letter A and reported the object of the campaign promoted by the
Region;
Patients waiting for transplant;
Persons suffering from morbid forms and categories provided by
the DM 28.05.1999 No. 329, only for the services identified by the
same decree: on the recipe must be reported the CODE OF
PATHOLOGY;
Disabled or injured on the job or suffering from occupational
diseases: on the recipe must be written the initial INV./INAIL;
Women pregnant according to the DM 10.09.1998;
NON-EXEMPT: All other users who do not identify themselves in any of
the above classes / categories,are required to pay a fee for specific
performance, such as tariff, up to a maximum of € 36.15 for specialized
branch and group 8 exams.
ADDITIONAL SERVICES
•
•
Laboratorio Druso Trento is equipped with a computer system that
allows you to store reports of all tests performed in the laboratory
analysis (in the case of external examinations will store a copy of
the report). In this way the patient or their doctor may ask for
copies of previous reports.
On request, at the time of acceptance, you can receive the report
to home via postal service (upon payment of the stamp) or web
(directly printable pdf).
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ACCEPTANCE EXAM AND URGENT REPORTING
TEST FOR CONFIRMATION
The Medical Director of the Laboratorio Druso Trento srl ordered that
the analysis of a sample is considered urgent when the prescription is
marked "Urgent" and fits into the computer system as urgent.
The conduct of the urgent is started immediately after receiving the
sample in the laboratory, while still complying with the time needed for
execution, as well as reporting.
In the event that the examination is not carried out at the Laboratorio
Druso, but at the Laboratorio Synlab or Laboratorio Cemar, the staff of
the secretariat will inform the patient of the existence of time needed for
sending the sample, l 'execution, the press and the receipt of the report.
The verbal request for an urgent examination by the patient is not
to be considered valid, the exam will be run in the shortest
possible time.
The patient can still call the secretary/acceptance, to make sure of
carried out reporting or not.
We inform users that results in the presence of confounding or that
require insights for confirmation of the data, such as:
- Test positivity to Toxoplasma IgM, Rubella IgM antibodies,
cytomegalovirus IgM in pregnant women;
- To test HIV positive and HCV in patients not known;
- …..
The Director of the Laboratory provides that the examination be
repeated by sending the sample at the laboratory Synlab.
The patient will be contacted by the Director of the laboratory or his
delegate, warning of deepening diagnostic course and any delay in
delivery of the report.
USEFUL INFORMATION
RULES OF PREPARATION OF THE PATIENT TO THE LEVY
TELEPHONE REQUEST FOR RESULTS
The Director of the Laboratorio Druso Trento has determined that the
telephone communication of test results shall be authorized only for:
- INR
- APTT
The communication of prothrombin time, INR and APTT may be issued
either by the laboratory personnel that acceptance.
The telephone communication of the results of other tests, may be
issued only to the patient's physician, by the Head of the laboratory.
REQUEST FOR INFORMATION ON TESTS AND REPORTS
For help or SPECIFIC information on specific laboratory tests and
REPORTS interpretation, health care staff is available to the patient by
appointment by calling 0461 / 231314 withdrawal reports on time (MonFri 10:00 to 12:00 and 16:00 to 18:00 , 10:00 to 12:00 knows ).
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COLLECTION OF BLOOD VENOUS
• Do not change your eating habits on the day before collection
avoiding however excesses that restrictions;
• Although not strictly necessary for all blood-chemical
determinations, it is recommended fasting for at least 8 hours
but no more than 12 hours prior, to sampling.
• During fasting, possibly even earlier, should be avoided smoking,
alcoholic beverages, tea, coffee, milk or other beverages;
• The intake of plain water is allowed (max 2 cups);
• Discuss with your doctor taking drugs before blood sampling;
• In case of intake of drugs in the 12 hours prior to collection, inform
the staff of the secretariat and acceptance about the name of the
drug taken;
• In the days preceding the levy is not recommended to perform
strenuous physical activity and should be avoided as much as
possible, stressful situations.
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Reach the sampling points should not be an excessive physical
strain. During the waiting period at the sampling point is advisable
to remain seated as much as possible
For tests with rare or special collection procedures, you should consult
the Secretary/Acceptance or your doctor or health care professional.
is considered by the staff of the Points Withdrawal . When there is
suspicion of a possible fainting are practiced all emergency first aid
procedures (PO 05.04.b).
INSTRUCTIONS FOR A A QUICK AND PAINLESS LEVY
For patients who undergo the HIV test, please note that:
- You need to deliver information form (M-5.4.d)
- You must sign the informed consent form (M-5.4.c);
- Acceptance and reporting will be independent from any other
required exams;
- Is available for counseling pre/post test medical staff on Tuesday
and Thursday from 16.00 to 18.00 at the headquarters of Trento Via XXIV Maggio, by appointment by calling 0461/231314 in time
of withdrawal medical reports (Mon-Fri 10:00 to 12:00 and 4:00
p.m. to 6:00 p.m., saturday 10:00 to 12:00).
DOSAGES THAT REQUIRE SPECIAL INSTRUCTIONS FOR
PATIENTS
The levy action is fast, painless and safe when performed by
experienced hands, with proper tools and patients calm and friendly.
Laboratorio Druso Trento guarantees the experience of nurses and the
quality of the system "Vacuette" (vacuum samples for total safety), and
offers its patients a few simple tips to make picking easy, fast and
painless.
1) BEFORE THE LEVY
The correct position is: an outstretched arm and hand in a fist to allow
the location of the sampling point.
2 ) DURING THE PROCEDURE
The correct position is: an outstretched and relaxed arm and hand
closed to allow a correct and fast levy.
HIV TEST
1. LITHIUM
The patient should appear, for the levy, before taking the morning dose
of the drug, without, however, vary the time of administration of other
doses.
3) AFTER THE LEVY
2. DIGOXIN
The correct position is: arm relaxed and outstretched, open hand, the
cotton soaked in disinfectant must be pressed with the thumb at the
exact point of withdrawal, without rubbing, for about 5 minutes, to avoid
the formation of any small haematomas.
Useful recommendation:
- To patients prone to fainting: warn the staff, who will do the taking,
to patient lying.
- Carers , if they exist: to be or remain on alert in order to avoid
possible injury from fainting.
The occurrence of possible lipothymia post- sampling with simultaneous
loss of consciousness and the possibility of a fall, even if not frequent ,
The patient should take the drug at prescribed time, and show up for
the levy of between 7 and 24 hours after dosing. You do not need the
fast.
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3. CARBAMAZEPINE
Levy: fasting before a dose
4. PHENOBARBITAL
Levy: preferably 6-8 hours after taking the drug.
DOSAGES THAT REQUIRE SPECIAL PROCEDURES FOR THE
CONSERVATION OF THE SAMPLE
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At the Laboratorio Druso are not performed levies for the determination
of unstable analytes (ammonium, etc. ....)
In the case of requests for levies that require dosages subject to special
conservation procedures, the patient / user will be directed to contact
the nearest public facility.
-
RULES OF COLLECTION OF SAMPLES FOR EXAMS
CHEMICAL/PHYSICAL
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to get a proper result of the examination, it is recommended to
drink as much water as you can throughout the harvest period (at
least 2 liters);
All of the urine should be collected as soon as issued, into plastic
containers for sale at pharmacies and immediately stored in a
refrigerator;
If for any reason a certain amount of urine is lost, the collection
must be repeated
3) 24 hour urine collection for creatinine clearance and GFR
determination
URINE
1) Comprehensive Examination of the urine
For execution of the comprehensive examination are sufficient 10 mL of
urine. The collection must be performed during the first urination of
the morning or three hours after the last urination, discarding the
first part and the last, picking the middle one, unless noted by the
doctor.
Use suitable disposable containers provided free of charge by the staff
of the sample point or sold at pharmacies. The urine sample, if not
brought from home, it can be collected up at the restrooms adjacent to
the withdrawal room.
We do not accept samples collected in containers "recycled", even if
thoroughly washed.
In women, it is advisable to wait until the end of the menstrual cycle,
otherwise report it to the admissions staff or nursing.
2) the 24-hour Urine
Per la raccolta si devono osservare le seguenti indicazioni:
the first urination of the morning, issued to empty the bladder
completely, must be discarded (note the time);
from the second urination, collect all the urine emitted during the
day, including the night;
the collection of urine ends the next morning, at the time
corresponding to that noted in the previous morning;
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For the collection of urine you must follow the instructions for collecting
the urine of 24 hours. The assay also requires a blood test that should
be performed at the beginning or at the end of the collection, fasting for
6-8 hours, and the communication of height and weight.
For any type of 24-hour urine collection, it is recommended to
contact the staff of the laboratory, which will provide the
necessary guidance for specific determinations
4) Collection of urine for the determination of microalbuminuria
It is recommended to collect the first urine of the morning.
RULES OF COLLECTION OF SAMPLES FOR MICROBIOLOGICAL
RESEARCH
The purpose of the bacteriological investigations is to seek, quickly and
accurately, the agents responsible for infectious processes with the dual
purpose of identifying and determining the sensitivity to chemoantibiotics.
To achieve this goal, it is necessary that quality assurance is extended
also to the phases not directly carried out in the Laboratory, particularly
in the selection phase of the investigation to be carried out, the correct
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execution of the collection, storage and transport of samples in the
Laboratory.
The laboratory can provide reliable results only if it has a valid samples.
Samples for testing must, therefore, be taken carefully following the
criteria that will be mentioned later.
THE SAMPLING HAVE TO TAKE PLACE BEFORE THE START OF
ANTIBIOTIC THERAPY.
Antibiotics interfere with microbial growth and affect the outcome of
laboratory tests, so if you are undergoing antibiotic treatment (though,
for another form of disease, concomitant why it is not possible to
discontinue therapy) is necessary to inform the staff of the Laboratory in
a timely manner.
THE COLLECTION MUST BE STERILE AVOIDING
CONTAMINATION EXOGENOUS AND ENDOGENOUS.
ANY
The microbiologist, in fact it is not able to distinguish, except in
particular cases, if the isolated microorganisms are responsible for the
infection, or represent a contaminating flora.
The facultative pathogenic bacteria normally present in the environment
can contaminate samples if their collection is not performed in a manner
strictly aseptic (exogenous contamination).
The resident flora of certain parts of the body can pollute the
pathological material at the time of its release or during withdrawal
(endogenous contamination). This happens, for example, to the urine
by bacteria external genitalia during urination, for exudates by skin flora
at the time of sampling, etcetera.
Therefore, only by excluding exogenous or endogenous contamination
of the sample, it is possible to assign a etiological meaning safe to the
bacterial strains, isolated.
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THE TRANSPORT OF SAMPLES IN THE LAB HAVE TO TAKE
PLACE IN TIMES AND CONDITIONS THAT DOES NOT ALTER THE
MICROBOLOGICAL CHARACTERISTICS OF MATERIAL TAKEN.
The prolonged storage at room temperature, can cause the death of the
bacteria less resistant. In addition, some species (pollutants or not), can
multiply at the expense of other, altering the natural quantitative
relationship between the various components of the microbial material,
and favoring misjudgments.
URINE
URINE CULTURE
Serves to confirm the existence or not of a urinary infection.
Collection containers
-
-
sterile container, single-use wide-mouth screw-cap provided free of
charge by the laboratory or purchased in a pharmacy;
Sterile adhesive bag for early childhood.
Mode of collection
Unless otherwise specified, it is recommended to collect the urine
(urinary intermediate) in the morning or at least three hours after the
last urination.
Females
- Wash hands with soap and water and dry;
- Wash thoroughly with soap and water the external genitalia , rinse
with water and dry;
- Keep the labia majora wide apart;
- Output the first part of the urine without collecting (used to clean up
the last part of the urinary tract);
- Collect directly in a sterile container the urine following, being
careful not to touch the inside walls of the container and the lid.
Discard the last jet of urine;
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Close the container so that the urine does not leak during
transportation to the laboratory;
Male
- Wash hands with soap and water and dry;
- Retract the foreskin, wash thoroughly with soap and water the
orifice of the urethra and the surrounding area, rinse with water
and dry;
- Keep the foreskin retracted;
- Output the first part of the urine without collecting (used to clean up
the last part of the urinary tract);
- Collect directly in a sterile container the urine following, being
careful not to touch the inside walls of the container and the lid.
Discard the last jet of urine;
Close the container so that the urine does not leak during
transportation to the laboratory;
Babies
In the case of young children, from which you can not get to control
urination, the collection shall be performed using sterile plastic bag and
adhesive available in pharmacies.
Only drawback of this method of collection is the possibility of
contamination.
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-
STOOL
to drink to the child, plenty;
clean with soap and water the external genitalia and the
surrounding region (suprapubic and perineal), taking care to rinse
well;
Apply the bag making it adhere to the area around the genitals;
If After about 30 minutes there has been no urination remove the
bag, repeat washing the genital and replace the sterile bag;
Immediately upon urination remove the bag and place in sterile
container.
Storage of the sample.
The collected material must be delivered in the laboratory in the
shortest possible time ; if they spend more than 2 hours ( and up to 4
hours ), keep the container in the refrigerator + 4 ° C.
Containers for the collection:
• sterile container with spatula provided by the laboratory or
purchased at the pharmacy (for coprocultures);
• container with spatula provided by the laboratory or purchased at
the pharmacy (for physico-chemical and microscopic examination,
search for occult blood, and for Helicobacter pylori antigen);
• swab with Amies transport medium (usually to search for
Salmonella and beta-hemolytic Streptococcus in pregnant
patients). The use of rectal swabs must, however, be restricted to
those patients in whom it is objectively difficult to collect the stool
sample as it is always preferable to use fecal samples .
Mode of collection
It is advisable to collect the sample of early morning.
The feces are to be issued on a dry and well cleaned, then, using the
little spoon in the container to collect a quantity of stool equal to a
walnut for each exam required , taking care to pick up the feces as
close to center of the fecal mass, choosing appropriate parties
containing pus, blood and mucus.
Is necessary to avoid any commingling with the urine.
In case of collection by rectal swab follow the following guidelines:
- Clean the anal area with warm water, without the use of
disinfectants;
- Insert the swab into the rectal canal for about 2 cm;
- Leave on for 30 seconds by turning the swab against the walls of
the mucous membranes;
- Remove the tampon and insert it into the container, with land
transportation;
- Deliver the sample to the laboratory.
Conservation
If the collection of the morning is not possible, may be stored in the
refrigerator for a maximum of 12 hours.
The rectal swab can be stored at room temperature up to a maximum of
24 hours.
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The feces intended for occult blood in 3 samples can be stored in the
refrigerator until the day of delivery to the laboratory.
The collection of feces is required to perform the following exams:
1) Coproculture
Through this examination are searched for routine Salmonella, Shigella
and Campylobacter.
In children younger than 6 years are also sought any enteropathogenic
E.coli.
In pregnant women are scanned for Beta-hemolytic streptococcus group
B (GBS)
The collection by rectal swab is not recommended for the detection of
Campylobacter.
2) Search for occult blood
For occult blood in the stool is no longer needed a meat-free diet .
It is better to perform the examination on three samples collected on
three different days.
3) Complete examination of stool
4) Search parasites and their eggs
Because the elimination of parasites is irregular , for a correct result
should perform the parasitological examination of stool samples from at
least three different days ( preferably on alternate days and in any event
within 10 days) , which must be delivered to the laboratory as soon as
collected. The material must be fresh because the fermentation
processes that develop in the fecal material issued tend to destroy
parasites and their eggs in the space of 2 - 3 hours after the issue.
Using the little spoon in the container isolate any suspicious forms of
parasites.
Before collecting the stool for parasitological examination sure you have
not taken the following substance:
- barium sulfate for radiological
- mineral oils
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- non-absorbable anti-diarrheal
- antimalarials
- tetracyclines;
otherwise wait for at least one week.
5) Scotch Test (for microscopic search for pinworm)
The examination should be performed in the morning, before defecation,
when the patient is still in bed, or in the evening after 2 or 3 hours that
she is lying down;
- Withdraw the slide in the Laboratory
- Lay the tape, on skin in perianal area, for a period of 10 minutes;
- The tape allows you to capture the eggs and/or larvae making
them to adhere to its rubbery surface, because pinworms
migrate at night until the anal opening where they lay their eggs.
- Remove the tape and apply it on the slide provided by the
laboratory, encouraging adherence with light pressure,
preventing the tape form folds;
- Deliver the slide in the laboratory.
6) Quantitative research of Helicobacter pylori antigen
Is performed by immunosorbent assay in human stool specimens. The
examination is performed in service by Laboratorio CE.M.A.R, once a
week (Thursday).
7) Qualitative Research of Rotavirus and Adenovirus antigens
Is performed by rapid immunochromatographic assay in samples of
human feces.
SWAB
Throat swab
Routine is searched for the S.pyogenes (group A beta-hemolytic
streptococcus). Any other further research needs to be specified.
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The research is quantitative (seeding on land allows the execution of a
possible antibiogram.)
You must be fasting and preferably not have carried out operations oral
hygiene (washing teeth or use of mouthwash oral).
You should not be made use of ointments or any other cleaning product
from the previous day.
It is advisable to suspend any antibiotic treatment for at least 6 days. If
not report it to the laboratory staff.
Ear swab
Are routinely sought common germs and fungi; specific research must
be clearly detailed.
You should not be made use of ear drops, at least from the night before.
Is recommended to have suspended any antibiotic therapy for at least 6
days.
At the laboratory, levies are performed only in the presence of otitis
externa in case of otitis media, the levy is the responsibility of the
medical specialist, except in cases with abundant discharge of pus from
perforated eardrum.
Levy vulvar
Is generally indicated by searching for vulvar infections in prepubertal
girls, mainly caused by Streptococcus pyogenes, Candida spp. or other
common germs
Swab eye
You must not have used drops or eye drops of any kind in the hours
prior to collection, or having made use of detergents to wash your face.
Nasal swab
You should not have inhaled spray or drops of any kind in the hours
prior to collection, or having made use of detergents to wash your face.
Swab cutaneous
Is defined as any skin swab performed on the surface of the body (skin,
hair, nails), wheter in the presence of lesions (sores, ulcers and
wounds), both of skin apparently intact but physiologically abnormal
(scaly, dry .....).
Are routinely sought common germs and fungi; specific requirements
must be clearly detailed.
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Vaginal swab
Through the vaginal swab are searched routinely main germs
responsible for vaginitis or vaginosis (eg: Gardnerella, Candida, E.coli,
Enterococcus, Staphylococcus aureus ..)
In pregnant women is always carried out the search for beta-hemolytic
Streptococcus group B (GBS).
By fluor vaginalis diluted in saline researching Trichomonas vaginalis.
Male urethral swab
By urethral swab are searched routinely common germs, Gardnerella
vaginalis, fungi and Neisseria gonorrhea.
EXAMS PERFORMED IN SERVICE, MADE DIRECTLY OR
NOT PERFORMED AND MINIMUM TIMES OF REPORTING
Service Charter is attached to a list called ELE- ESE , which contains
the list of exams that can be performed at the Laboratorio Druso Trento,
their place of execution (examinations carried out by the Laboratorio
Druso in black, those performed by the Laboratorio CEMAR in blue and
those performed by the Laboratorio Synlab in red) the cost of each
service and its region code.
REPORTING
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The results of the analysis carried out by the Laboratorio Druso Trento,
are technically validated according to the criteria of evaluation of the
quality control and entered into the computer and management system
of the laboratory. The data once entered, either manually or
automatically by the instrumentation in use, become part of the report.
The report is validated by the manager or person delegated by him
either manually or by electronic validation.
All data of the analytes (particularly INR, blood glucose or examinations
of particular significance for diagnostic or therapeutic monitoring ),
which are outside the limits of care provided by the system, must be
reported to the laboratory manager or acting, Which will inform the
doctor or the patient of the results obtained, in order to activate
immediate and adequate assistance programs or intervention.
The reports are available in printed form for printing. In addition, the
system automatically generates a pdf file to be sent to the web.
This is available for the patient or the doctor that requires prior
registration and assignment of personal access code and PSW.
On the report, more than patient's data are reported also the place of
execution of the levy, also the place of performance of the exams
(Druso, Cemar or Synlab).
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charter of services

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