Information and Guidance for Patients, Relatives, and Visitors Table of Contents Introduction 5 1 Institute of Oncology Ljubljana 7 1.1 How to Get to Us 8 1.2 Building Layout of the Institute 9 of Oncology Ljubljana 2 Treatment at the Institute of Oncology Ljubljana 11 2.1 Call Centre 11 2.2 Scheduling Appointments and Admission 12 2.3 Transport and Escort Service 13 2.4 Safely Around the Institute of Oncology Ljubljana 14 2.5 Day Hospital and Outpatient Chemotherapy 15 2.6 Surgical Day Hospital 15 2.7 Hospital Treatment 17 2.8 House Rules 20 2.9 Religious Care, Volunteers, Cancer Patient 23 Associations, Interpreter 2.10 Mobile Palliative Care Team 24 2.11 Cancer Screening Programmes 25 2.12 Patient Participation in Research 26 2.13 Services in the Vicinity of the Institute 27 of Oncology Ljubljana 3 Information for Relatives and Visitors 29 3.1 Information for Relatives About Hospitalised Patients 29 3.2 Visits 29 3.3 Visitor Instructions 31 4 Privacy and Data Protection Policy 33 5 Patient Rights and Responsibilities 35 5.1 Patient Rights and Responsibilities 35 5.2 Complaints 36 6 Important Telephone Numbers and Addresses 39 Dear Sir or Madam, Over several decades of dedicated work, the Institute of Oncology Ljubljana has become Slovenia’s leading institution in the field of oncology. We are committed to quality, excellence, and a holistic approach to every patient. Our medical teams, made up of experienced specialists from different fields and profiles, strive to provide you with top-quality multidisciplinary medical care and support you throughout the course of your treatment. In this booklet, we have gathered all the important information to make it easier for patients, as well as their relatives or companions, to arrive, move around, and stay at the Institute. We want all our patients and visitors to feel comfortable and safe with us and we hope this booklet will help achieve this. Institute of Oncology Ljubljana The Institute of Oncology Ljubljana was founded in 1937 as the Banovina Institute for Research on the Treatment of Neoplasms. The first patients were admitted to the premises of the former Šempeter barracks on 1 August 1938. In its first year of existence, the Institute had 28 beds and admitted 718 patients for treatment. Today, the Institute of Oncology Ljubljana is a comprehensive national oncology centre, which carries out tasks in the fields of cancer prevention, diagnosis, and treatment, as well as integrated rehabilitation and palliative care. As the country’s leading institution, it ensures the balanced and orderly development of oncology throughout the country by managing the National Cancer Control Programme. Research and education are of particular importance at the Institute, as they are fundamental for acquiring and disseminating knowledge. The Institute of Oncology Ljubljana treats approximately 70% of all the country’s cancer patients. Since 1950, the Institute of Oncology Ljubljana has been monitoring the conditions pertaining to its field of work through the management and activities of the Cancer Registry of the Republic of Slovenia, national clinical registries for some of the most common cancers, and the Institute of Oncology Ljubljana’s hospital registry, which provides a more detailed overview of the patients treated at the Institute. 1.1 How to Get to Us 1.2 Building Layout of the The Institute of Oncology Ljubljana is located on Institute of Oncology Ljubljana Zaloška cesta 2, close to the centre of Ljubljana. The main train and bus stations are nearby. The easiest way to get to the Institute of Oncology is by public transport or taxi, as there are very few parking spaces in the immediate vicinity of the Institute. You can get to the 2 LJUBLJANICA RIVER 4 Institute of Oncology Ljubljana by taking buses 2, 9 BUILDING , 11 , 20 and 25 , which stop at the bus stop Klinični TRT center, and bus 5, which stops at Hrvatski trg. DORA The Klinko Kavalir electric vehicle, which offers Mobile BUILDING Screening D, E, H free on-call transport , also operates in the Unit grounds of the Institute of Oncology Ljubljana 1 and the University Medical Centre Ljubljana. It 5 is intended primarily for the elderly and people with physical and sensory disabilities who come for medical treatment at the clinics of these two 3 BUILDING institutions. You can arrange a ride with Klinko C Kavalir by calling 041 504 400 between 6:30 and 19:30 every weekday. Users can travel from home by public transport, get off at a nearby bus stop, and from there, Klinko Kavalir will take them free of charge to the clinic of their choice and then back to their desired destination. TREET ZALOŠKA S There are some parking garages and public BUILDING parking spaces in the vicinity of the Institute of B Oncology Ljubljana. Institute of Oncology Ljubljana Free ride: Facilities of University Medical Centre Ljubljana 041 504 400 Park 1 Pedestrian Entrance 2 Emergency Vehicle Entrance 3 Entrance to Building C 4 Entrance to Building E 5 DORA Main Entrance Treatment at the Institute of Oncology Ljubljana The cancer treatment at the Institute is multidisciplinary. This means that most cancer patients are treated with at least one type of therapy, and more often with a combination of different therapies, including surgery, radiation therapy, and different types of systemic therapies (cytostatic therapy or chemotherapy, hormonal drugs, targeted drugs, immunotherapy, gene therapy, etc.). Treatment takes place on an outpatient basis or in a day hospital. We only admit patients who need to be hospitalised because of their condition or the complexity of their treatment. Our comprehensive treatment of cancer patients also includes various forms of supportive care, including physiotherapy, genetic counselling, clinical nutrition and diet therapy, psycho- oncological treatment, palliative care, neuro- oncology, and some other patient consultations. The quality of life of cancer patients is monitored by means of specific, well-established questionnaires, which are administered by the Comprehensive Care Coordinator. 2.1 Call Centre The Institute of Oncology Ljubljana’s Call Centre is the central point for patients and their relatives wanting to obtain information about the Institute’s activities and their treatment. By calling the freephone number 080 29 00, callers can choose between general information, scheduling appointments, and asking for health advice. The Call Centre is open every weekday between 8:00 and 15:00. 2.2 Scheduling Appointments and Admission Examination and Admission The treatment of a patient at the Institute of Please have the following with you for Oncology Ljubljana starts with a referral from examination or admission: a personal physician or a specialist from other • a referral letter from your personal doctor healthcare institutions. Patients must have an • your health insurance card appointment for examination or admission. In • your ID card most cases, patients are referred to the Institute • the letter you received confirming your of Oncology by a decision of a multidisciplinary appointment at the Institute of Oncology and different healthcare institutions. Based on the Also bring a detailed list of all the medicines you board, which brings together different specialists board’s decision, the patients are then informed take regularly. of the date and time of their appointment at the Please arrive at the admissions office no more than Institute of Oncology. 30 minutes early for a clinical examination and 120 If the patient is not referred to the Institute of minutes early if you also need to have a blood test. board, the following must be submitted for an The admissions office, outpatient clinics, and Oncology by a decision of the multidisciplinary • appointment: laboratory are located on the ground floor of Building D of the Institute of Oncology Ljubljana. a confirmation of the e-referral issued for the type of medical service; and You can also be admitted for a check-up via the • all medical records and test results relating to the Zdravkomat, an admission terminal located next referral to the Institute of Oncology Ljubljana. to the admissions office in Building D. Admission Of particular importance are the cytology/ via the terminal is possible up to 15 minutes before pathohistology results, the results of imaging tests the appointment or up to 120 minutes before the such as MRI, CT, and other radiological tests, and appointment if the patient is also scheduled for the results of examinations by other specialists. laboratory tests (blood test). Using the terminal is easy – just insert your card into the slot and wait for Scheduling the First Appointment the stickers. When you’re done, don’t forget to take • your health insurance card and the printed stickers. The patient can make an appointment for an • 2.3 Transport and Escort Service by phone: 01 5879 984 (triage, weekdays from examination: 11:00 to 15:00); The transport service of the Institute of Oncology • by sending the documentation via e-mail: triaza@ provides escort or transport of patients to various onko-i.si – we will reply within two working days; locations where diagnostic or therapeutic activities by sending the documentation by regular mail to: and other medical treatment are carried out. Onkološki inštitut Ljubljana, Zaloška 2, It is located in the basement of Building H and 1000 Ljubljana (triaža); operates every weekday from 7:00 to 20:00 and on • in person. Saturdays from 7:00 to 13:00. The IO Call Centre is available free of charge Patients can be escorted on foot, in a wheelchair, for any information regarding scheduling or in a hospital bed. Please contact the ward nurse appointments: 080 29 00. to arrange an escort. 2.4 Safely Around the Institute of Oncology Ljubljana 2.5 Day Hospital and Outpatient Chemotherapy Small steps to increase safety in the hospital: The day hospital is located on the 1st floor of Building C, and the outpatient chemotherapy Identification clinic is on the ground floor of Building C. Accurate patient identification is the cornerstone The day hospital of the Division of Medical of safe treatment in every hospital. Our medical Oncology is used for systemic treatment, staff will identify you on the basis of your personal supportive, and therapeutic and nutritional identification document. However, you can always treatment, as well as for health education remind us to double-check your personal data. counselling on the prevention and management of side effects of systemic treatment. Infection Prevention Hand hygiene is key to control and prevent Patients most often receive systemic treatment infections. Hand washing and hand disinfection at the outpatient chemotherapy clinic (Building are the main elements of hand hygiene, but C, ground floor), or in the day hospital (Building it is also important to limit hand contact and C, 1st floor) in case of prolonged infusion or need maintain healthy hand skin. You can also ask our for increased monitoring. In both cases, patients healthcare staff about hand hygiene compliance. are discharged to home care on the same day, immediately after finishing their treatment. Fall Prevention Move carefully around the Institute premises, pay 2.6 Surgical Day Hospital attention to your surroundings, and always use walking aids if you need them. You can always Patients are informed by telephone every ask our staff for help with moving around. Thursday and Friday about their appointment for a surgical procedure at the Surgical Day Hospital. Tell Us Your Concerns We’re here to help – if you have any concerns On the day of your surgery, you should report regarding your treatment, you can always talk to to the surgical ward to which you were referred us. Your feedback is always appreciated. Feel free when calling and have your health insurance to reach out at pohvalepritozbe@onko-i.si. card ready. A few hours after the operation, you Before Leaving the Hospital your condition and the prior agreement with the will be discharged to home care, depending on After your hospital treatment, make sure you received: place at the end of the afternoon rounds, which surgeon or anaesthesiologist. Discharge takes • medication or prescriptions general anaesthesia, you will be allowed to leave information on who to contact if you have any the hospital once the effects of the anaesthetic • are between 17:00 and 18:00. After surgery under • all the necessary documentation • questions have worn off, but in any case no sooner than information on when your next appointment is. 2 hours after the operation. The nurse will For Your Health and Safety prepare documents containing all the necessary Your health is the most important thing. Always instructions and information – the date of your take preventive and protective measures to look check-up, your discharge letter, and the verbal after your own health. and written instructions you will need for post- operative care and recovery at home. As you 2.7 Hospital Treatment accompany you. You will be informed about who will escort you to your room and explain the layout of the ward (bathroom, toilet, living room). further treatment and histological findings at She will inform you of the ward’s staff members. your follow-up examination. The histological you should arrange for an adult to drive and On arrival at the ward, you will be met by a nurse are not allowed to drive on the day of surgery, findings are usually known within 7–14 days She will give you information about your stay in the ward when you are first admitted. You will after surgery. store your clothes in a wardrobe locker. There are The day before surgery, take all the medicines no wardrobes for storing clothes in the intensive you regularly take, except for anti-clotting care unit, so we recommend that your relatives medicines. For instructions on how to stop taking take them home. Stop taking dietary supplements, vitamins, and bracelet, which you have to wear until you leave hospital. Wearing an identification bracelet is herbal preparations one week before surgery, important for your safety. During your hospital because of the possibility of side effects in clinic or your personal doctor. On admission, you will be given an identification anticoagulants in time, contact the anticoagulant combination with anaesthetics. Before leaving stay, you can move freely around the hospital, but you must let the ward staff know beforehand. home, take all medications you are normally You must remain in the ward when you have a taking, except for diabetes medication and treatment scheduled. Movement is restricted anticoagulants. only when there are valid reasons for it, such On the day of surgery, you can drink water or as the possibility of transmitting infections or unsweetened tea (up to 200 ml) up to 2 hours when safety is compromised due to building and before surgery. You may consume other liquids maintenance work. and solid food until midnight. You must not smoke or drink alcoholic beverages on the day of surgery. You must not drive a motor vehicle or operate machinery for 24 hours after surgery any legal documents or make any important What Do You Need When Staying With Us? • under general anaesthesia, and you may not sign decisions. Personal hygiene items (toothbrush and toothpaste, comb, shaving kit for men), glasses, In order to check how you are doing and answer hearing aids, orthopaedic aids, etc. any further questions you may have, we will call • If you prefer, you can have your own pyjamas and you by phone on the first day after surgery. non-slip slippers, dressing gown or tracksuit in all wards, except the intensive care unit. • Special, study, and life-saving medicines (e.g. insulin). Discuss taking any medicines you have brought with you with the attending oncologist. Only take medicines prescribed by the attending oncologist. • We recommend that you give any valuables (cash, gold, personal items) to your family for safekeeping and keep only the essentials when you are admitted. All personal items are your responsibility. • More valuable items can also be stored in the vault, located in the security/information office on the ground floor of Building C. Information for Relatives of Hospitalised Patients Discharge From the Hospital The attending oncologist provides information Only by individually planning each discharge about your condition to the person you name can we achieve quality care for the patient after as the person who should receive such discharge. Discharge is planned in collaboration information. You can get information about with the patient and their family. hospitalised patients during the visiting hours The patient and their relatives should be of individual doctors, which are published on adequately prepared and informed about the the Institute’s website. You can also get procedures and interventions to be carried information about a hospitalised patient’s out after discharge. The attending oncologist condition from a nurse over the phone by shall determine the expected day and time of calling the corresponding number: discharge. Patients shall be given verbal and written instructions and appropriate booklets for patients. Depending on the needs identified, Division Department Time Phone number we provide instructions on: Division of Surgery E4 • recognising complications and side effects 7:30–9:00 01 587 9360 of the treatment. Division of Surgery Intensive Division of Surgery E2 • taking medication. 7:30–9:00 01 587 9599 13:30–14:30 01 587 9925 • using different aids. Care Unit • preventing infections. Division of H2 12:00–14:00 01 587 9338 • different care procedures. Radiotherapy • the necessary diet. Division of BRT 10:00–11:00 01 587 9338 • any limitations that may arise from the illness Radiotherapy and or surgery. 16:00–17:00 Depending on the patient’s identified needs, we Division of Medical H1 8:00–14:00 01 5879 220 involve other services that will help with follow-Oncology up care. If the patient needs transport from the Division of Medical D1 8:00–15:30 01 587 9962 hospital, we will organise transport by ambulance. Oncology Division of On discharge from hospital, the patient will receive C2 11:00–13:00 01 5879 396 Supportive Care a discharge letter with detailed instructions and Joint on medication, planned blood tests, and any Healthcare Activities necessary diagnostic tests. The letter also provides information on upcoming check-ups at the Institute of Oncology Ljubljana. 2.8 House Rules You can consult the ward nurse and the The Institute of Oncology Ljubljana has a house pattern, and the clinical dietitian for nutritional attending oncologist about your changed dietary code that must be observed for the well-being of support. You can also visit the cafeteria in patients, visitors, and staff. Building D. Rest We recommend that you avoid bringing highly Rest has an important impact on healing and perishable food. Patients should wash their faster recovery, so we recommend that patients hands thoroughly before eating. The same rest between 13:00 and 15:00 during the day and applies to a relative or visitor feeding a patient. between 22:00 and 6:00 at night. We ask patients Drinking Water not to make any noise during this time (talking In Buildings D, E, and H, the cold mains water loudly, watching TV, listening to the radio, using is potable and can be used for drinking. In mobile phones). Buildings C and TRT, mains water is not suitable for drinking and bottled water is recommended. In Buildings C and TRT, there are also drinking water dispensers in common areas (corridors, waiting rooms) that provide hot and cold water. Due to infection control measures in the water supply system, the temperature of the hot water is higher, so please take care when using hot water to avoid burns. Food Leaving the Ward When you are admitted to the ward, it is Patients must consult a doctor or inform the important to let the medical staff know if you ward nurse whenever they leave the ward. have a special diet. In the hospital, you will be Leaving the Hospital on Weekends or Holidays given three meals a day (or more, depending on If their health permits, patients may go home your diet), which will be served in your room. The on weekends or holidays at the suggestion of daily meals are served according to the following their doctor or at their own request with the • indicative timetable: agreement of their doctor. Patients must arrange • lunch between 12:00 and 13:00 leaving, the patient is given a form which they • dinner between 17:30 and 18:00 breakfast between 7.45 and 9.00, their own transport home and back. Before sign to confirm they consent to going home. 2.9 Religious Care, Volunteers, Cancer Patient Associations, Interpreter Using Mobile Phones Religious Care Patients are kindly asked to use their On the ground floor of Building D there is a hospital mobile phones discreetly. Ringtones and chapel which is open all day for patients and conversations should not be too loud and the relatives. Patients and relatives have the right to phone should be switched off or completely religious and spiritual care during their stay at the silenced during the visit. It is forbidden to Institute of Oncology Ljubljana. Upon request, we record employees and other patients at the can arrange for a priest of any denomination to visit Institute of Oncology Ljubljana. the patient’s room. Television and Internet Access The times of the Holy Mass in the Chapel of Our TVs are available in the wards and in the Lady, Health of the Patients are published on the rooms. For internet access, there is an open website of the hospital parish https://bolniska- wireless network: onko-public. TV sets, zupnija.rkc.si. For a priest, please call +386 41 613 378 personal laptops, and other electronic devices or send an email to bolniska.zupnija@rkc.si. can be used in consultation with the staff and with the agreement of the other patients in the rooms. Flowers For hygiene reasons, visitors are asked not to bring flowers to the wards and patient rooms. Smoking and Consumption of Alcohol and Other Psychoactive Substances Smoking and consumption of alcohol and other psychoactive substances is strictly prohibited at the Institute of Oncology Volunteers and Associations Ljubljana. Volunteers and associations are an important Waste Separation part of the Institute’s work and the provision of comprehensive oncology care. In order to protect the environment, we separate waste at the Institute of Oncology Volunteers of the Institute of Oncology Ljubljana Ljubljana. You will be given instructions on Volunteers in the lobby of Building D provide a warm how to separate waste when you are admitted welcome, a chat, advice, and even escort patients to to the hospital. If the patient self-administers various examinations. From time to time they also medicine with a needle, the nurse will give organise various events and social gatherings. They them a labelled sharps container to return can also visit a patient in their room, if the patient on discharge. wishes, and spend time with them to shorten their stay in the hospital. All information about the volunteers is available at the wards or at their info point on the ground floor of Building D. Cancer Patients’ Associations care activities of the Institute of Cancer patients are involved in a number Oncology and is complemented by of associations. For many years, self-help a telephone line available to groups and associations have been patients or relatives for advice active at the Institute of Oncology whenever they need it. Ljubljana, significantly contributing to the psychosocial support for patients, their holistic treatment, and raising awareness of cancer among the general public. Information on individual cancer patient associations is available on the Institute’s website. 2.11 Cancer Screening Programmes to talk and provide information. Volunteers from tools for reducing mortality from certain cancers. Slovenia is one of the few EU countries to have the associations can be found there according to successfully established all three evidence-based a pre-arranged schedule. Building DEH, available for patients and relatives Cancer screening is one of the most powerful An Info Point is located on the ground floor of cancer screening programmes – for cervical cancer Interpreter (ZORA), breast cancer (DORA), and colorectal cancer (Svit Programme). The first two are managed by The Institute of Oncology Ljubljana can provide the Institute of Oncology Ljubljana and the third foreign language interpreting services to patients by the National Institute of Public Health. when needed for their treatment with us. 2.10 ZORA Mobile Palliative Care Team ZORA is a national prevention programme for the When a patient is assessed that their travelling to detection of precancerous and early cancerous the Institute of Oncology Ljubljana would present lesions of the cervix. Under the programme, a burden or cause additional problems, a mobile gynaecologists screen healthy women to detect palliative unit can be activated. They carry out pre-stage or early-stage cervical cancer early. home visits in the Central Slovenia Region for Then, with simple interventions, the cancer can patients with advanced cancer. The team that be prevented or cured completely. visits the patient at home consists of a doctor and The programme covers women aged 20 to 64. a registered nurse, members of the specialised A woman who has not had a cervical smear in palliative service of the Institute of Oncology the last three years receives a written invitation Ljubljana. At home, we talk to the patient and the to a screening at her home. family, examine the patient and the medicines they are taking, and advise on adjustments DORA or further measures. When possible, we can DORA is a national breast cancer screening also perform certain medical interventions on programme. The programme uses mammography location. The work of the mobile unit is closely to detect suspicious breast lesions before they are linked to all the specialised palliative large enough to be detected by self-examination or by her doctor during a check-up. The DORA a clinical trial is the possibility of side effects that programme covers all women aged between 50 and you may be exposed to as a result of the treatment. have a screening mammogram, an X-ray of the breast. Before you take part in a study, the medical staff 69 in Slovenia. Every two years, they are invited to will explain to you in detail its purpose, course, Svit Programme and the possible side effects. You will also receive written materials and you will sign a consent form Svit Programme is a national prevention to participate in the study or an informed consent programme for the prevention and early detection form before you are enrolled. This consent form of precancerous lesions and colorectal cancer. states that the patient can withdraw consent The programme is aimed at detecting pre-cancerous and leave the study at any time, without giving lesions and early cancers, most of which can be any reason, and that this will not affect their successfully treated and, by removing polyps in subsequent standard treatment. time, we can even prevent the development of and women aged between 50 and 74, who are 2.13 Services in the Vicinity of the Institute of these cancers. The Svit programme is open to men invited according to a pre-defined plan over Oncology Ljubljana a period of two years. The post office and mailbox are located on the ground floor of the main building of UKC Ljubljana, 2.12 Patient Participation in Research and Education Zaloška 7, Ljubljana. The Institute of Oncology Ljubljana is a tertiary An ATM is available on the ground floor of Building institution which, among other things, also E of the Institute of Oncology Ljubljana. carries out research and education. At the hospital, you Vending machines with drinks and snacks are can meet college and high school students and located on the ground floor of Building C, on the resident doctors who are undertaking clinical and 2nd and 3rd floors of Building E, and on the 1st and practical training at our Institution. Their work is 2nd floors of Building H. A cafeteria is located on supervised by mentors and is an obligatory part of the ground floor of Building D. the educational process, so we ask patients for their A kiosk (small convenience store) is available next understanding and cooperation. to the main gatehouse on Zaloška cesta (by the You may also be invited by doctors to gate, at the entrance to the park). take part in clinical research, which is very important for The nearest pharmacy is located next to the the advancement of cancer care. Clinical trials are Polyclinic on Njegoševa cesta 6k. It is open 24 hours testing new cancer treatments, surgery, radiation, a day. and systemic treatments (cancer drug therapies). The nearest shop is located on the ground floor All research is approved by the Ethics Committee of of the Šentpeter Parking House, Zaloška cesta 1, Ethics Committee of the Republic of Slovenia. The There is also a store selling orthopaedic aids and advantage of taking part in a clinical trial is that medical devices the Institute of Oncology Ljubljana and the Medical opposite the Institute of Oncology Ljubljana. nearby, located at Hrvatskem trg 1. treatment before it is on the market and approved A hairdresser, chiropodist, and barber are located you may be able to get a new, effective medicine or for standard use. The disadvantage of taking part in in the basement of the main building of UKC Ljubljana. Information for Relatives and Visitors 3.1 Information for Relatives About Hospitalised Patients Information about hospitalised patients is provided to relatives during the visiting hours of individual doctors, which are published on the Institute’s website. On admission to hospital, each patient makes a written declaration about whom we may share information with about their condition, which may only be shared by the attending doctor (except in the case of on-call doctors). During the office hours of a particular doctor, please call the IO Call Centre at 080 29 00 and a staff member will transfer you to the doctor of your choice. 3.2 Visits Visits outside visiting hours are only possible with the permission of the medical staff. If relatives would like to be involved in assisting the patient with feeding and other activities, they are welcome to do so, but only with the prior agreement of the nurse. Patients who are not physically disabled are advised to receive visitors in the communal room. If medical staff are carrying out medical procedures and interventions in the room, visitors should leave the room. Please check the current situation on our website or with the Call Centre before visiting, as visiting hours may change or visits may be restricted for various reasons. 3.3 Visitor Instructions Visitors are obliged to follow the instructions of the medical staff during their visit. For health reasons and out of consideration for other patients, no more than two visitors should visit a patient at the same time. Sitting or placing things on the beds is not allowed. Visitors are kindly requested to ensure peace and quiet during their visits to the Institute of Oncology. Loud conversations, ring tones, and playing recordings on audio or video devices do not belong in a hospital. Visitors with colds and other infectious diseases are asked to refrain from visiting the hospital. Visiting hours by department: Departments H1, H2, D1, C1, C2, E2*, E4*: Monday to Friday from 14:00 to 17:00. Saturday, Sunday, holidays from 12:30 to 18:00. *Visits are not allowed on the day of surgery. Intensive Care Unit E3*: Monday to Saturday from 16:00 to 17:00. Sundays and holidays from 15:00 to 17:00. *Visits are not allowed on the day of surgery. Department of Brachyradiotherapy: Visits are not allowed. Privacy and Data Protection Policy At the Institute of Oncology Ljubljana we are aware of the importance of privacy and the handling of your personal data entrusted to us. We collect, use, and otherwise process your personal data for the purposes of providing safe, quality, appropriate, and effective healthcare services. In doing so, we, as the controller of your personal data, ensure that we comply with data protection and privacy legislation. We also adhere to a secure method of transmitting your personal data (both electronically and physically). We ensure that your personal data is properly secured, traceable, and that the user requesting your data has the right to do so. In this context, “proven and legitimate basis” means that the healthcare provider must be satisfied that the information has been requested by you or your legal representative, or by another person who produces your authorisation or another supporting document as required by law. When visiting the hospital, you should also be aware of the importance of protecting the privacy of others in the healthcare facility, so photographing and filming patients and staff without their personal consent is prohibited. Similarly, posting photographs of patients on social media without their consent is not acceptable, as the individual’s right to freedom of expression ends where another individual’s right to privacy and protection of personal data begins. Data Protection Officer: Taja Džambasović, BA (Law) Email: dpo@onko-i.si Phone number: 01 587 9058 Patient Rights and Responsibilities 5.1 Patient Rights and Responsibilities As healthcare professionals, we are partners in your treatment and it is important that you know your rights and also your responsibilities. The exercise of your rights is inevitably linked to the fulfilment of your responsibilities. Patient rights and duties are enshrined in the Patient Rights Act. Patient rights are as follows: • the right to access healthcare and preventive services • the right to equal access to and treatment in healthcare • the right to freely choose a doctor and healthcare provider • the right to adequate, quality and safe healthcare • the right to respect for the patient’s time • the right to information and participation • the right to make independent decisions regarding treatment • the right to respect for the wishes expressed in advance • the right to prevent and relieve suffering • the right to a second opinion • the right to read their medical records • the right to privacy and protection of personal data • the right to address violations of patient rights • the right to free assistance in the exercise of patient rights Patient obligations are as follows: • play an active role in protecting, promoting and restoring their own health • during their illness, comply with the expert instructions received and the treatment plans to which they have given their verbal or written You can send your complaint by email or by post: consent, to give the competent doctor and other • email: pohvale.pritožbe@onko-i.si competent health professionals or medical staff • address: Institute of Oncology Ljubljana, Zaloška all necessary and truthful information concerning cesta 2, 1000 Ljubljana particular information about their current and at the Legal Service of the Institute of Oncology Ljubljana from Monday to Friday between 9:00 past injuries and illnesses and their treatment, and 14:00. For more detailed information on the illnesses in their family, any allergies, and the which is relevant for their future medical care, in You may also file a complaint orally for the record their state of health as known to them and • medication they are taking complaints procedure, please contact the above email address or call 01 5879 040. inform health professionals and other staff about sudden changes in health that occur during You can submit a request for a first hearing on a treatment violation of patient rights: • be considerate and respectful of the privacy • within 15 days if the complaint is about an and other rights of other patients and of health inappropriate attitude professionals and other staff • within 30 days if the complaint is about • adhere to the published timetables, house rules, inappropriate conduct and organisational procedures of healthcare • within 3 months at the latest if you became aware providers of the breach later or the consequences of the • inform the healthcare provider in good time if breach became apparent later treatment Information about the people responsible for they cannot attend a scheduled examination or receiving and handling patient complaints can be 5.2 found in waiting rooms and the wards. Complaints At the Institute of Oncology Ljubljana we You can also submit an anonymous complaint via the online form on the Institute of strive to provide professional, high-quality, Oncology Ljubljana’s website “Compliments and efficient, and patient-friendly medical complaints”. treatment. If you are dissatisfied with the delivery of medical treatment or the attitude of For help at any time, you can contact one of the healthcare professionals or other staff during Patient Rights Representatives, who provide your medical treatment, please address the basic information, expert assistance, and specific relevant healthcare professional or their Head guidance on exercising your rights in the field of of Department or the Head of Division directly healthcare and health insurance. The counselling, to try and resolve the issue immediately. If the assistance, and representation provided by issue is not resolved informally, you have the the Patient Rights Representative is free and option of filing a request for a first hearing on confidential. the violation of patient rights (or a complaint) under the Patient Rights Act. Important Telephone Numbers and Addresses Institute of Oncology Ljubljana website: www.onko-i.si Call Centre: 080 29 00 (freephone, weekdays from 8:00 to 15:00) Outpatient Clinics and Making Appointments: Triage: 01 5879 984 (weekdays from 11:00 to 15:00), email: triaza@onko-i.si Breast Disease Centre: 01 5879 807 Outpatient Clinic for Cytological Punctures: 01 5879 080 Radiological Examinations: 01 5879 784 Genetic Counselling: 01 5879 649 DORA Contact Centre: 080 27 28 ZORA Call Centre: 01 5879 575 Doormen: Building C: 01 5879 103 Buildings D, E, H: 01 5879 105 Volunteers of the Institute of Oncology Ljubljana: 01 5879 594 Ljubljana Passenger Transport (LPP): Call Centre: 080 60 77; 01 582 2 582 Klinko Kavalir: 041 504 400 (from 6:30 to 19:30) Ljubljana Railway Station: Slovenian Railways – passenger information: 080 81 11 Ljubljana Bus Station: Call Centre: 1991 (payphone) University Medical Centre Ljubljana: Call Centre: 01 522 50 50 Information and Guidance for Patients, Relatives, and Visitors 1st Online Edition Text: Institute of Oncology Ljubljana Translation: Jezikovna zadruga Soglasnik Edited by: Amela Duratović Konjević and Katarina Plantosar Design: Maja Licul Illustrations: Roman Ražman Published by: Institute of Oncology Ljubljana Ljubljana, 2025 Kataložni zapis o publikaciji (CIP) pripravili v Narodni in univerzitetni knjižnici v Ljubljani COBISS.SI-ID 228585731 ISBN 978-961-7029-99-4 (PDF)