This section answers some of the most frequently asked questions about the services offered by our healthcare facility.
Does Villa Serena provide any services under contractual agreements with the Italian National Health Service?
Yes, most specialist check-ups and diagnostic examinations provided by our facility are covered by contractual agreements with the Italian National Health Service.
How can I schedule an appointment or an examination?
Specialist outpatient services can be scheduled in person at the Central Appointments Office of our healthcare facility head office or by telephone, by calling the call centre on 085 95.901 and choosing option 1.
When scheduling an appointment, it is important to have your doctor’s referral note readily available.
Below you can find the Central Appointments Office opening hours:
• Monday to Friday: 8:00 am to 6:00 pm;
• Saturday: 8:00 am to 2:00 pm.
For blood tests no booking is necessary. You can go directly to the reception desk from Monday to Saturday from 08:00 to 9:30 am. Information about costs, timings and payment methods as well as, if necessary, how to prepare for examinations is provided upon request. If you can’t reach the call centre, you can leave a voice message on the answering machine specifying your name, request and telephone number, and Villa Serena personnel will call you back.
How can I cancel an appointment?
To cancel an appointment, you can call the call centre on 085 95.901 and push the “Cancellation” option button. If you can’t reach the call centre, you can leave a voice message on the answering machine specifying your name, request and telephone number, and Villa Serena personnel will call you back to schedule another appointment.
How can I collect a medical report?
For specialist visits and some diagnostic tests (ultrasound, doppler echocardiography, gastrointestinal endoscopy, electromyography, audiometry, visual field test, electrocardiography, cardiac stress test, uroflowmetry), you will receive the report at the end of the visit or test.
For the other services and tests, unless otherwise specified, you can collect your report at the “Report Collection” desk showing a valid identity document, at the following times:
Monday to Saturday: 8:00 am to 8:00 pm.
In case of collection by a person other than yourself, you must sign an authorisation letter. In addition to the authorisation letter, the person collecting the report will need to produce a copy or the original id document of either the authorising or the authorised person. Alternatively, you can ask the reception desk to send the report via registered letter or courier.
Blood Test results are available for collection the same day, whenever possible, or in the shortest possible time.
Nuclear Magnetic Resonance, Computed Tomography and traditional radiology reports (except for panoramic radiography) are issued free of charge, in digital format on CD, or upon payment for traditional film versions.
How does pre-admission work?
In the pre-admission process, patients undergo all the examinations and visits necessary to determine their suitability for the surgery planned in just one day.
The following procedure applies:
On the day indicated by the admission office, the patient must arrive at the reception desk located on the ground floor of the healthcare facility at 7 am on an empty stomach.
After reception, the following services are carried out.
From 7:00 to 10:00 am:
blood test and urine sample submission
Please note: after these tests, the patient can eat and drink freely
Radiographic examinations, if necessary
Any other tests deemed necessary by the doctor
From 11:00 am to 3:00 pm:
Surgery or orthopaedic or anaesthesiology visit
The visit end time may vary depending on the time when results are ready (examinations carried out on the same day) and the number of people waiting. So, we kindly ask for your understanding in the case of longer waiting times. Please note that our healthcare facility features a café and a restaurant on the ground floor. If you leave the premises even for a short time, it is always advisable to inform the healthcare personnel.
In exceptional cases, services may go on until late afternoon.
Once the above examinations are complete, the patient can leave the healthcare facility.
How can I request the copy of the medical record?
The copy of the medical record can be requested when leaving the hospital or at a later date. In the former case, you must go to the reception desk with a valid identity document and the discharge letter issued by the discharging department.
The copy can be requested after discharge in the following ways:
-by fax on 0859590323 (by sending a request signed by the patient and attaching a valid identity document showing the patient’s signature);
-by e-mail at the following address email@example.com (by sending a scanned copy of the request signed by the patient and of a valid identity document showing the patient’s signature);
-at the reception desks by the person concerned showing a valid identity document, or by an authorised person showing a written authorisation letter and a valid identity document of the authorising or the authorised person.
In case of a deceased patient, the copy can be requested by any relative by showing their request, the identity document, a copy of the death certificate (in case of death outside the healthcare facility) and a self-declaration stating their relationship to the deceased.
The ordinary request of a copy of the medical record is generally processed within 30 days from receiving the request.
The copy of the medical record can be issued, upon payment, in the following ways:
1. sent to the individual’s home by recorded delivery through the Italian Postal System
2. directly issued to the individual, if expressly requested
3. issued to an authorised person upon written authorisation
How can I apply for admission?
If you want to receive information about admission procedures covered by contractual agreements with the Italian National Health Service, plan and book admission or know the details about the optional hotel services, you can:
– contact the admission office at the facility
– call the call centre on 085.95.901 and select the corresponding option, at the following times:
Monday to Friday: 8:00 am to 5:00 pm
Saturday: 8:00 am to 1:00 pm
As an alternative to calling, you can cancel an admission request by leaving a voice message on the answering machine and specifying your name, phone number and the service booked.
How can I apply for admission to the Hospital Intensive Rehabilitation Department?
Admissions to the Hospital Intensive Rehabilitation Department are allowed by law in the following cases only:
1. direct transfer from a Department of the healthcare facility for acute cases;
2. direct transfer from a Department of a public hospital for acute cases;
3. direct transfer from a Department of other accredited private healthcare facilities for acute cases;
4. directly from the individual’s home upon authorisation by the Medical Assessment Unit.
Cases 2 and 3 require a discharge letter containing the request to proceed with the “code 56” rehabilitation admission treatments and the Italian National Health Service’s referral signed by the Hospital doctor or by the GP.
Case 4 requires a prior assessment by the Medical Assessment Unit (UVM) of the local health authority (ASL) you belong to.
How can I request the admission certificate?
The health certificate for work purposes is requested directly by the Department, filled in online by the doctor and entered into the INPS (Italian National Institute of Social Security) portal.
Patients requiring the certificate for non-work-related purposes can:
• go to the Reception office with a valid identity document;
• send the request by fax to 085 95.90.323 attaching the copy of a valid identity document and specifying their address, in case of physical dispatch, or the fax number.
In case of authorisation, you must show your authorisation letter and identity document of the authorising or authorised person.
What to bring to the hospital
On the day of admission, patients must bring and give the following documents to the Department’s doctor:
• previous health documents/records;
• written information about medicines they take regularly.
Clothes for admission must be as basic as possible: we recommend a nightgown or pyjamas, socks, slippers and dressing gowns. Patients requiring rehabilitation must bring a tracksuit and non-slip closed shoes. Patients should not forget to bring at least two changes of clothes, all necessary personal hygiene products and paper napkins and tissues, if possible.
How can I request the true copy of an invoice?
In order to receive the true copy of an invoice, the patient must turn up at the reception desk with a valid identity document. Alternatively, another person can collect the copy by submitting a written authorisation and an identity document of the authorising or authorised person.
If required, the patient must pay a revenue stamp of 2 Euros to certify the conformity to the original and collect it after a few days.
Does Villa Serena provide accommodation packages upon payment?
Patients can enjoy higher levels of comfort during their hospital stay by purchasing an optional accommodation package which includes the following services: single room, television, telephone and a wider menu instead of the basic one (unless otherwise specified by the doctor).
Another chargeable service is the opportunity for the patient to have a person staying with them. For information on rates, contact the reception office.
What agreements are in place with other organizations?
People who have an agreement with the following companies can easily book all outpatient services at reduced rates and waiting times:
• Unicredit Gruppo Intesa
• Gruppo Generali (Generali Business Solution)
• Blue Assistance
• Gruppo Edison
• Autostrade Per L’italia
• Cesare Pozzo
• Amica Card
• Coop Salute
• Dan Europe Foundation
• Network Poste Protezione
The agreement can be direct (service booking, authorisation by the company the agreement is with, payment of reduced exemption) or indirect (booking, examinations, payment at reduced rates and subsequent reimbursement by the company the agreement is with).
How can I access the café and restaurant services?
Located on the ground floor of the central building, the bar “Grigiorosso” is open every day from 7:00 am to 8:00 pm and the restaurant is open from Monday to Friday and on Sunday from 12:30 to 14:30 pm. You can book a table at the restaurant by either calling 085 9590311 (direct number) or contacting the bar on 085 9590200.
Does the healthcare facility have agreements in place with hotels?
To reduce the accommodation costs for people coming from other provinces and/or patients’ relatives/accompanying people, Villa Serena healthcare facility has stipulated some agreements with different accommodation facilities nearby.
To take advantage of the reduced rates, you must submit the dedicated form to the accommodation facility, which must be requested by the patient at the Admission booking office. This form certifies that the patient has undergone a diagnostic and treatment process at our healthcare facility.
Villa Serena healthcare facility only works as a link and regularly updates this list. No economic or other kind of relationship is established with the beneficiary or with the accommodation facility.
– Malù Bed and Breakfast, Via Tirino 24 Città Sant’Angelo. Tel. +393801364954 (30 euros per night for a single room; 50 euros for a double room)
– Hotel Villa Michelangelo ****ˢ, Via Lungofino 2 Città Sant’Angelo. Tel. +39 085 9614523 (70 euros per night for a single room; 95 euros for a double room)
– Hotel Giardino dei Principi ****, Viale L. Petruzzi 30 Città Sant’Angelo. Tel. +39 085 950235/ +39 085 959200 (40 euros per night for a single room; 55 euros for a double room)