General Instructions on Hospital Services
Welcome to the Al Ahsa Hospital, you will find below some information to assist you in understanding the routine work at Inpatient wards.
A- General Information:
1-Visiting Hours Policy:
- General visiting hours (Except intensive care units) are from 12:00 noon to 09:00 p.m. for all wards.
- ICU and CCU visiting hours are limited to two persons, from 01:00 p.m. to 02:00 p.m. and from 05:00 p.m. to 06:00 p.m.
- L&D visiting is only limited to mothers and husbands after getting the security’s approval.
- Visiting outside these hours needs an arrangement with the security supervisor and the duty in charge after getting the approval of the treating doctor and nursing staff.
The hospital provides a large area for car parking with a capacity over 500 parking spaces as per the below directions:
- Patients and Visitors car parking is located in the north, east and west of the hospital building.
-As a special service, there are 4 dedicated parking lots for hemodialysis patients near to the OPD main entrance.
- Parking is allowed only during OPD timing, visiting hours and emergency cases.
-Cars parked for a period of time exceeding 3 consecutive days will be reported to the police.
-Car wash is prohibited in the hospital’s car parking.
3-Coffee Shop and Flower Shop Services:
- Krispy Kreme Coffee shop is located on the ground floor in the main lobby of the hospital. It opens on Saturday’s to Thursday’s from 06:00 a.m. to 09:00 p.m. and on Friday’s from 10:00 a.m. to 09:00 p.m.
- The flower shop is located on the ground floor in the main lobby of the hospital. The shop is open from 10:00 a.m. to 12:00 noon and from 03:00 p.m. to 09:00 p.m.
Visitors’ toilets are available on each ward and floor, visitors should use the public toilets and NOT the patient toilets and bathrooms.
The prayer room is located on the ground floor of the hospital next to the diagnostic radiology and medical imaging department. It only opens during prayer times.
6- Inpatient Accommodation:
We offer a range of private, shared rooms, suites and VIP Suites, all with private praying mat, telephone, television, free Wi-Fi and refrigerator. Every effort will be made to accommodate you in the type of room you prefer. This may not always be possible on admission. Your room is cleaned daily, but if there are any particular cleaning needs please communicate with the ward head Nurse.
7-Phone in Hospital Room:
All beds in Al Ahsa Hospital wards have their own bedside phones for use. Friends and relatives may call the hospital asking to be transferred to your ward who will put them through to your bedside phone. For making outside local calls, it can be made directly, or by calling the phone operator on extension 0 for any assistance. For the sake of patient comfort and privacy, patients and visitors may be asked to turn off their mobile phones since they might interfere with the medical equipment.
Important Telephone Extensions
Department Telephone Number/Extension
Insurance office. 8202/8112
Admissions & Discharge office. 4009 / 8600 / 8312
Hospital Cafeteria. 7036
Krispy Kreme Coffee Shop 8502
Appointments office. 3300
Duty In charge. 8106
Patient Relations Office 4416
8-Interpretation Service :
We want to make sure that the exchange of information between you, your family and your healthcare team is as clear as possible. Please notify the team on your ward, if you need an interpretation service. Nurses and social workers will ensure this for you.
The interpretation services include but are not limited to:
-To inform you on your health and wellbeing.
-To inform you about your rights and responsibilities.
-To help you go through the informed consent process before starting your treatment.
-To assist you to participate in any decision making regarding your treatment options.
-To assist you if, during a consultation, our clinician feels that lack of communication is affecting the care you are receiving.
9-Staff Identification Policy :
All staff must wear name badges as a mean of identification and internal security. The badge shows the staff name, ID number, and position. If the staff identification badge is not clearly readable you may ask them to introduce themselves.
10-No Smoking Policy:
Smoking is strictly prohibited in the hospital. If you want to smoke please use the external designated areas next to the main and OPD entrances.
11-Lost Property and Valuables:
The hospital will not accept liability for loss or damage of valuables or personal belongings that you choose to keep in your room. You will be contacted by our lost-and-found if any of your property is inadvertently left by you in your room after discharge. We will endeavor to label any item with your name. When visiting the hospital to collect your belongings please contact the security office on Ext. # 8111 or the patient relations office on Ext. # 4416 to help you with that.
12-Emergency Evacuation Drills:
The hospital has highly developed safety and emergency procedures. Training drills and alarm testing procedures are carried out on a regular basis. If you hear a fire alarm, please remain in your room until a staff member arrives to assist you. If the need arises for evacuation your attending nurse will advise you during the procedure.
In the event you observe a fire or smoke:
- Notify staff members immediately.
- Do not use elevators, use the stairways.
NB:Personal electrical appliances are not allowed in the hospital except mobile chargers and laptops.
Our meals are prepared in our kitchen. Food Services department provides a varied menu choice each day. You will be provided with a menu choice card for you to select from.
If the offered selection does not meet your needs or expectations for any reason, please ask the Food Services Staff for a supplemental menu to expand your choices. We can usually handle special meal requests if the items meet your diet restrictions. You can discuss your needs with food services staff who will take your order for the desired food and tea selection, or with the nursing staff.
Breakfast 7:00 – 7:30 a.m.
Lunch 12:00 – 12:30 p.m.
Dinner 6:00 – 6:30 p.m.
Refreshments and snacks 3:00 p.m. and 9:00 p.m.
A limited range of snack bars, and hot and cold drinks can be obtained from our vending machines which are located in the basement corridor & also in the OPD main entrance.
14-Violence and Aggression:
The hospital is ensuring a safe environment “free from violence and aggression” for staff patients and visitors. Physical and non-physical violence toward staff and/or others in the facility will not be tolerated. Any such acts may lead to discharge, and may result in police notification, and legal action if necessary.
15-Automated Teller Machine – ATM:
The hospital has an ATM machine in OPD area. It is located on the ground floor in the OPD entrance.
16-Wireless Internet Access:
Wi-Fi wireless internet access is available throughout the hospital as a complimentary service for patients, families and visitors.
17-Map of the Hospital:
B- Admission Information:
1-Admission to the hospital:
Patient Admission will be through:
-Outpatient clinics (If planned admission).
-Emergency department. (Unplanned admission).
-If you are an insured patient we will communicate with the insurance approval’s office to get your required approvals.
-Then the nurse will guide you/ family to the admissions office to complete your required documents.
A whiteboard is located in your room informing you on the names of your treating physician and nurse on each shift.
2- Anesthesia Pre-Operative Assessment Clinic:
Most of our surgical patients are required to communicate with our anesthesia doctors for further information who will ask you questions regarding your general health and give you further information regarding your planned procedure. This may be an appointment that you need to attend at the Anesthesia pre-operative assessment clinic in person. This is your opportunity to ask questions regarding your health. Please bring in a list of usual medications you may be taking at home and any information on your medical and surgical history.
1- Upon admission to the hospital an identification band will be attached to your wrist.
2. Please check the details to confirm that they are correct and if not, please inform us immediately.
3. If you will have blood transfusion, you will receive an additional red wrist band.
4. It is very important that your wrist bands must not be removed throughout your stay.
5. If your wrist band is getting loose, please ask immediately your nurse for a replacement.
4- Consent Forms:
-If you are having a procedure, certain treatments, or investigations including a blood transfusion, you are required to complete an "Informed Consent Form".
-Your doctor is responsible for ensuring that you are adequately engaged in your treatment plan or procedure outlining the significant risks, benefits and alternatives before completing the consent form.
-If a staff member is exposed to your blood or other body fluids through a sharps/needle stick injury or by other means, your permission will be sought to test your blood for infective agents that could have been transmitted to you.
5- What to Bring:
-Your usual medications or a list of your usual medications.
-Health insurance cards.
-Child Health record book for children under 6 years of age.
-Make sure your personal belongings are labeled. Al Asha Hospital is not responsible for your personal belongings.
6- What Not to Bring:
-Large amounts of money.
-Items of sentimental value.
-Talcum powder or aerosol spray of any type as they may interfere with the hospital fire alarm system.
7- Safe Surgery Policy and Procedures:
The hospital has a policy and procedures to ensure that the correct patient undergoes the correct procedure on the correct site and side.
Verification of correct patient, procedure, site and side should occur:
• On admission to the ward.
• Prior transfer to the operating room.
• On arrival to the operating room.
• Prior to an anesthetic block or agent.
Before entering the operating room you have the right to express any concerns at any time. If you feel that there is any misunderstanding in regard to the procedure to be undertaken please ask to speak with your treating doctor.
8-Use and Access of your Medical Record:
C- Financial Information:
1- Types of Inpatient Hospital Bills:
There are two types of Inpatient hospital bills:
1. First one that covers the fees of a specific surgery as a lump sum package.
2-The second one covers the fees for specialized services provided by the hospital for 24 hours or more like admission to the hospital for observation.
3-You will be asked to pay for labs, X-rays, medications, and other services that may not be covered by your insurer and are requested by your treating physician that helps in taking the appropriate medical decision.
- If you are paying for your own treatment, you will be asked to make a prepayment for at least 50% of the total amount of the expected invoice, in addition to the value of the diagnostic tests that are usually performed to diagnose the disease type and develop the relevant treatment plan.
- The advance payment is an estimated value only. Actual fees may be higher or lower than this value depending on your therapeutic needs.Your cost of stay will be updated regularly and will be shared with you on daily basis.
- If your total fees exceed the estimated paid fees, you will be asked to pay the difference, but if the opposite occurs, you can claim the difference from finance.
-Contacting our Admissions and Discharge office team is important, especially if there is any change in your previous information.
- If you are undergoing treatment covered by an insurance company, an approval request will be sent to your Insurance Company for the services that are not covered by your insurance policy. Always read attentively your insurance policy to understand the included and excluded services that need an approval.
- For services not covered by your insurance company, the equivalent amount must be paid in cash.
-Al-Ahsa Hospital accepts cash payment or payment by credit cards (Visa or Master card).
D- Medical Information:
1- Pain Management:
We care about your pain, and you can help too. We want to make you as comfortable as possible and reduce any pain you may have during your hospital stay. We will ask you often to rate your pain. That means telling us how you feel and how strong the pain is, since it depends on the type and location of the pain. This information helps us to understand how you feel and what works best for you. Ask for pain medication before you get too uncomfortable. It is harder to ease pain once it has taken hold. Inform your nurse or treating doctor about any pain that doesn’t get better, even if you have taken pain medications.
Feel free to contact your pain management nurse. Before you leave the hospital, ask your treating doctor to explain the treatment plan that you must follow at home.
2- About Your Surgery:
This is a period of time, prior to your operation, where you will not be allowed to eat or drink. Your fasting time is determined by your anesthetist and is related to many factors such as your age and type of operation.
We will try to advise you on the approximate time the operation might take, but keep in mind that delays, in the operating room schedule, can sometimes occur which will result in delaying your entry to the operating room. Anyway, we will keep you informed should this happen.
Preparations before Surgery:
Prior to the surgery, and for infection prevention and control purposes, hair around the operation site might be removed by the nurse, and you will be asked to shower using an ‘antiseptic’ lotion, and dress in a provided operating theatre gown.
This will depend on your surgeon’s instructions. All jewelry should be removed prior to the shower, and until after the operation. Nail polish, hair products, pins and make-up should not be worn.
3-Infection Prevention and Control:
" Infection Control Everybody’s Responsibility "
Do you know that around two to ten million bacteria can be found between our fingertips and elbows? Hand Hygiene is essential to stop the spread of infection.
* Hand Hygiene:
- Hands may look clean but many germs are invisible to our eyes. We can easily and unknowingly transmit germs from our hands to others and the hospital environment.
- Hand hygiene is the single most important factor in reducing the risk of healthcare associated infections (HAI’s).
- The hospital has provided Alcohol Hand Rub in wall-mounted dispensers in all public areas as a protection for patients, staff and visitors from the spread of infection.
- Personal Hygiene is important, wash your hands regularly with soap and water before handling food and after coughing, sneezing, blowing your nose or after each visit to the toilet.
- To use the hand rub, apply the solution to the palm of one hand, then rub your hands together covering all surfaces of the hand, and in particular, fingertips and fingernails. It should take 20-30 seconds for the solution to dry on your hands.
- Help us by encouraging your visitors to use the provided hand rub solution too.
Some patients may need extra care if they have certain infections. Additional precautions are tailored to the particular germ causing the infection such as:
1- Single room, with dedicated toilet.
2- Dedicated patient equipment.
3- Special air conditioning requirements.
4- Additional use of personal protective equipment (PPE) such as: masks, gowns, shoe covers, etc…
5- Restricted movement of patients and staff.
* Cough Etiquette should be followed to protect yourself and others:
- Cover your mouth and nose with a tissue when you cough or sneeze.
- Throw your tissue immediately in the waste bin.
- Wash your hands immediately after coughing or sneezing.
- Visitors who are unwell with fever, respiratory symptoms or GI symptoms like diarrhea and vomiting should stay at home and refrain from visiting their patients at the hospital. Visitors with such symptoms can cause infection outbreak in the hospital in particular.
- Feel free to inform your nurse if you have any concerns regarding the cleanliness of your room and/or bathroom.
4- Patient Own Medication Policy:
-They are the medication brought by patient from home into the hospital at the time of admission.
- Under the patient bill of rights, the patient is responsible to inform the nurse and the treating physician, during initial assessment, on his own medications brought into the hospital.
-The medications prescribed for and administered to patients when being hospitalized are just the ones provided by the hospital’s pharmacy.
-For the sake of patient safety, the use of a patient’s own medications during hospital stay is generally discouraged.
-A patient’s own medications May be dispensed for administration only if medication is a non –formulary item.
-On discharge, pharmacy staff shall ensure that Patient Own Medication are returned together with the patient along with any discharge medication or prescriptions.
5- Donating Blood During Medical Emergency:
In case you need a blood transfusion, we will ask your family members to donate, and that is because it is safer for you.
Feel free to ask the nursing staff and the social worker for help and guidance.
1-Discharge Information and Procedures:
-Your treating physician will advise you early morning when you are ready to be discharged and will provide you with information about the next appointment, keeping in mind that discharge time is by 12:00 p.m. MAX.
- The nursing staff will provide you with the necessary information regarding your medications and treatment, and a discharge summary will be given to you before you leave.
- Before you leave the hospital, ask your doctor to explain to you the treatment plan that you must follow at home.
- Remember to take home all of your medications!
- You or your family member must contact the admissions and discharge office to complete your discharge required documents.
- For newborn baby father should contact the admissions and discharge office and medical reports office to complete the birth certificate for the baby.
2- Discharge at your own Risk:
Patients have the right to leave the hospital when they choose. This may be a serious decision when being taken against the advice of your doctor and could pose a serious threat to your well-being. If you choose to be discharged under these circumstances, you will be asked to sign a "DAMA form" by the social worker, and the consequences of such decision will be under your full responsibility.