Service Charter

Dear user,

you are now reading our Service Charter

You can better understand our centre the services we provide, the objectives and the evaluation tools we offer: a quality healthcare service.

It is therefore an important tool for all who choose our services.

We set a dual objective:

• Illustrate the services Zenith Centre offers to users in order to choose the most suitable one for them
• Show our constant commitment to improving quality, an objective we would like to achieve also by your collaboration in providing us with advice, observations and evaluations.

1 – PRESENTATION

Zenith Physiotherapy Centre offers important healthcare services. It is based in a strategic position in “Piano” area and a few bus stops from the city center, with a parking area just in front of it or another free park- and-ride 100 meters away.

The building stretches across an area of over 400 sqm, with medical surgeries, physical and manual therapy rooms and also a small gym with exercise equipment, a large gym for back school and a laboratory for gait and postural balance analysis.

At the entrance you can find a reception area where a carefully selected staff can book your treatments.

2 – OUR MISSION STATEMENT

Our goals:

• Focus on the users and their state of health, integrating professional skills with the empathy to start interpersonal relationships, fundamental for the positive outcome of every therapeutic path
• Building a working environment where different professionals integrate into a personalized and dynamic path of care systems, not pre-established but continuously tailored on the physical-psychological variations of the patient and agreed upon with them, so that they will be always aware and capable of assuming decisions about their health.

THEREFORE, OUR MISSION IS

• Understand user’s expectations and needs
• Provide treatments which comply with agreed commitments
• Improve processes and services to meet our patients’ future expectations
• Provide a qualified service supported by the most advanced technologies
• Develop in- house expertise
• Deliver excellence throughout the entire business process

3 – VISION

Zenith Centre intends to pursue excellence through continuous training, performances implementation and instrumental equipment, quality in treatments, so much so as to become a point of reference for physiotherapy and rehabilitation

THE OBJECTIVES of Zenith Centre can be identified as follows:

• Ensure the effectiveness and efficiency of business process and the quality of service through the use of adequate professional and technological resources
• Satisfy user’s needs with respect to the types and volumes of treatments requested, trying to reduce waiting times.
• Guarantee respect for time and dignity of users through:

1. a) extensive and convenient access hours
2. b) definite and transparent booking procedures
3. c) Respect for the agreed timetable for treatments
4. d) Comfortable, clean environment giving privacy during treatments
5. e) Professionalism and courtesy of all staff and willingness to provide information
6. f) Respect for privacy

4 – OPENING TIMES AND BOOKING PROCEDURES

RECEPTION OPENING TIMES

You can book your therapy during opening hours of reception of Zenith Centre

• FOR SPECIALIST VISITS: both in person and by phone at 071 890335
• FOR PHYSIOTHERAPY AND REHABILITATION SERVICES at the Reception during opening hours
• Payments can be made by cash, debit card or credit card
• In case of any delay in time agreed upon, patients should inform to check if the time for treatment be changed. In the event of delay without notice, the treatment is not guaranteed.
• The appointment can be cancelled during office hours with 24 hours’ notice.

5 – BUSINESS ORGANISATION  – SPECIALIZATION AREAS

Zenith Centre has an authorization issued by Municipality of Ancona on 04/08/2023 no. 138893 and operates both within National Health Service and  privately and also has an agreement for INAIL (National Institute for Insurance against Accidents at Work) services

In the centre you can find different areas integrated to each other

• PHISIOTHERAPY AND REHABILITATION
• OUTPATIENT CLINICS
• ADMINISTRATIVE AREA
• RECEPTION AREA

6 – HEALTHCARE

PHISIOTHERAPY AND REHABILITATION

• Tecartherapy
• Yag Laser
• Ultrasound / Ultrasound in water
• Electrotheray
• F.R.E.M.S. (Frequency Rhythmic Electrical Modulation System)
• T.E.N.S. (Transcutaneous electrical nerve stimulation)
• Functional rehabilitation
• Rehabilitation Phisiotherapy
• Back School
• Proprioceptive rehabilitation
• Postural rehabilitation
• Home treatments

CLINICS

• Orthopedics: Marco Rosolani M.D.
• Phisiotherapy Gemini  M.D.- S. Tesei M.D.  –C. Gambelli M.D.
• Nutritionist: B. Bernacchia, M.D.

7 – OUR COMMITMENT

This service charter is aimed at people to help them protect their rights. By this Charter, Zenith Centre declares the commitments we undertake towards them and the quality standards to be guaranteed in the provision of healthcare services. To respect these quality levels, all staff are involved and empowered. The correspondence between the services provided and the declared standards is periodically verified and monitored. The quality factors of health services have been identified and associated with the following aspects:

a) WAITING TIMES: Given that waiting times cannot be accurately indicated, the following chart is provided:

b) INFO:

To promote transparency of Zenith Centre, we will provide you with an information leaflet.

For any information, please call reception desk at 071890335

c) RISK MANAGEMENT:

The Centre’s commitment guarantees the management of clinical risk, in order to reduce the probability of adverse events occurring, in other words harm caused to the patient during the healthcare services provided.

d) DATA PROCESSING AND INFORMED CONSENT:

Zenith Centre works to ensure that health workers provide services only if the informed consent is given. That is, the patient must be able to decide whether he/she wants to be cured/treated: he/she has the right/duty to know all the available information about his/her health, asking the healthcare professional what is not clear to him/her, so as to be able to choose whether to undergo or not to a specific therapy/treatment.

The patient’s personal data are exclusively processed for administrative, accounting and healthcare purposes in full compliance with current privacy law.

INFORMED CONSENT TO HEALTH SERVICE represents the expression of the will of the patient, appropriately informed, who agrees to undergo a specific healthcare service. Any health service can be carried out only after obtaining the informed consent of the interested party or other subjects in particular cases. Consent must be acquired in written form

CHARACTERISTICS AND CONTENTS OF THE INFORMATION PROVIDED

CONTENTS AND CHARACTERISTISTICS OF THE CONSENT:

IMPROVEMENT OF THE RELATIONSHIP BETWEEN ZENITH CENTRE AND THE TERRITORY:

Zenith Gym implements all the necessary actions to improve the relationship with the territory; immediate and facilitated communication increases professional operations and the quality of the service provided.

TRAINING:

Zenith Centre has innovative and cutting-edge technologies and guarantees the continuous updating of healthcare personnel. Training is fundamental and must be constant for good work and is an indispensable tool for human resource management.

Zenith Centre makes use of professional doctors in Physiotherapy and Massage Physiotherapists with proven experience who participate in both internal courses and E.C.M. courses. validated and inherent to their profession in the physiotherapy and rehabilitation sector

THE RIGHTS AND DUTIES OF CITIZENS:

Zenith Centre undertakes to respect the rights and duties of the “The European Charter of Patient Rights proclaims patient rights which, taken together, aim to guarantee a “high level of human health protection “.

Art. 35 of the Charter of Fundamental Rights of the European Union Health care

Everyone has the right of access to preventive health care and the right to benefit from medical treatment under the conditions established by national laws and practices. A high level of human health protection shall be ensured in the definition and implementation of all Union policies and activities.

Document drawn up on: 14/07/2023