Patient guideWelcome to Inselspital

Online

admission

www.insel.ch

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Dear Patient

We want to make your stay with us as pleasant as possible. Our main goals are ideal medical and nursing care, human sympathy, your satisfaction, and the protection of your dignity, your freedom to make decisions and your personality.

The aim of this brochure is to help you and your family prepare for your stay in hospital and to find your way around here. If you have any questions, please do not hesitate to ask a member of the nursing or medical staff. These people can also help you to find the right person to talk to within Inselspital if required. We aim to do our very best.

However, should you have any reason for complaint, please contact the hospital management or our Ombudsman's Office.

We hope that your stay is as pleasant as possible and wish you all the best.

Holger BaumannChairman of the Board of Management

To enhance readability, no distinction has been made between male and female in this guide. It goes without saying that both genders are always included.

Table of contents

Welcome 3Directions and parking 4(Online) admission and clarification of cost coverage 5Nursing and medical care 6Room category/Insurance class 6Telephone, TV & radio, internet 7Patient catering services 8Smoke-free Inselspital 9Restaurants 10Visitors 12 Volunteers and mobile kiosk 13Social counselling 13Post office 14Kiosk 14Banking services 14"Blumeninsel" florist 14Hairdresser 14Patient Ombudsman's Office 15Ethics Unit 15Pastoral care 16Church services 16Chapels and prayer rooms 16Preparation for your discharge 17Settlement of accounts 17Rights and obligations 18Inselspital – mission and objectives 21Your views are important to us 22Important Inselspital phone numbers 23

The final page consists of a tear-out checklist to help you prepare for your stay in our hospital and a map of the Inselspital campus.

The date of issue of this edition is shown on the back cover. If the date is more than one year old, please check for the most recent version, which is available online at www.insel.ch under "Patients & Visitors" / "Admission" in the navigation bar.

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(Online) admission and clarification of cost coverage

We look forward to seeing you in the reception areas in the Bettenhochhaus/main entrance, the Frauenklinik, the Anna-Seiler-Haus or the Department of Paediatrics (cf. map on the back of the tear-out page). Please allow about 30 minutes to check in on site (see tear-out page at the end of this brochure "Preparing for your stay: your checklist"). If possible, please complete the patient admission formalities prior to your arrival at the hospital. You can complete the patient admission formalities online at www.insel.ch, by following the link on the home page. Online admission is available around the clock. Please complete this process at least 24 hours before your arrival to allow us sufficient time for processing.

If you have suffered an accident, please remember to inform your accident insurance and your employer. In the case of a congenital birth defect (Geburtsgebrechen, GG) or an illness recognised by the federal disability insurance (IV), please bring the IV ruling (number) and/or GG number. You are also legally obliged to show your Swiss national insurance card whenev-er you receive any services.

Before your admission to hospital, find out from your health insurance or your referring physician how the costs for your hospital stay and treatment will be covered. Any costs not covered by your insurance will be charged in full to you; advance payment is required for planned treatments. Please ask the department treating you for a cost estimate.

Directions and parking

To reach us by public transport, please take bus no.11 (in the direction of Güterbahnhof) from Hauptbahnhof Bern (main railway station) to Inselspital (second stop from the station, journey time about 4 mins). The Anna-Seiler-Haus, Lory-Haus and Frauenklinik are best reached by tram no. 7 (in the direction of Bümpliz) or tram no. 8 (in the direction of Brünnen Bahnhof Westside) to Kaufmännischer Verband for the Frauen-klinik and to Loryplatz for the Anna-Seiler-Haus, the Lory-Haus and the Frauenklinik. Alternatively, you can take bus no. 17 (in the direction of Köniz) to Loryplatz.

You will find up-to-date information about using Bern public transport on our website at www.insel.ch under "Directions".

If you come by car, you can park in the Insel-Parking car park (parking fees apply), 800 metres from motorway exit 35 Bern-Forsthaus/lnselspital. The parking fees are listed on www.insel.ch under "Directions". There are no long-stay parking bays on the Inselspital campus.

A small number of short-stay parking bays are available close to the entrances to departments for dropping off and picking up patients. If you are going to be there for more than 15 minutes, please use the Insel-Parking car park.

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Telephone, TV & radio, internet

You will be given a telephone card (loss fee: CHF 50) with your personal telephonenumber. This allows you to make chargeable phone calls from your room. Please give this number as your contact number in the hospital. Telephone costs are not covered by your health insurance. • Help with using the phone: Ask the switchboard operator (just pick up the receiver) or one of your nurses.• Return of telephone card: Please deposit your card in one of the green boxes in the departments or at the information desks/reception. • Telephone hours in rooms: 07:00–22:00 h (around the clock in single rooms)• Mobile phones: It is imperative that mobile phones are not used in restricted zones. Thank you. • Internet connection: Please ask one of your nurses for wireless internet access instructions.• Radio/TV are free of charge. The instructions and headphones are in your bedside table.• Inselspital main switchboard: +41 (0)31 632 21 11• Telephone charges: You can request these from the main switchboard. There is a moderate administrative surcharge per call.

Nursing and medical care

When you are admitted, nursing staff will explain the specialist nursing measures and ward routine, while a doctor will explain tests and treatments. Please do not hesitate to ask questions at any time; you can also make written notes of questions to ask during the daily round. Information to third parties is only passed to your immediate family or next of kin with your permission.

Our qualified nursing staff provide training for future nurses as well as medical-technical and medical-therapeutic professionals. Our experienced doctors supervise the practical training of advanced medical students who also examine our patients under professional guidance. In this process, we take the physical and mental condition of each individual patient into account. Prior to any examination, the doctor in charge will inform you in detail about the procedure.

Your health insurance does not necessarily pay for all medication and treatments that we consider appropriate. Talk to your doctor about any such services not covered by your health insurance, which we will have to charge you for directly.

As part of our research contract, we conduct research projects if these are approved by the Ethics Committee. Patient consent is an essential prerequisite for any such tests and the subsequent evaluation of data. Doctors are obliged to conduct a detailed patient briefing with any patients this applies to.

Patient safety: what we need to ask you.

To ensure your safety throughout your hospital stay, we have further improved our high safety standards at Inselspital. For example, we repeatedly check information about your identity and about planned procedures or operations by asking you to confirm your personal details or the currently planned measures. This recognised procedure is based on a safety checklist and is recommended by the Swiss Foundation for Patient Safety. Thank you for your support and cooperation.

Room category / Insurance class

Wherever possible, you will be allocated a room category appropriate to your insurance cover or based on your personal request. However, we would ask for your understand-ing in the case of room shortages. In principle, your insurance class applies for the entire duration of your hospital stay. The ward office will inform you about any available options of changing room category ("upgrade") or insurance class.

Out-of-canton patients

Your costs are covered if• you experience a medical emergency in the Bern region• you have supplementary hospital insurance cover or• your canton of residence (Kantonsarztamt cantonal physician's office) has approved the assumption of costs.

Otherwise the ward office will inform you how you can pay for costs privately (with a cost estimate and advance payment).

Smoke-free Inselspital

Inselspital is a non-smoking hospital. Smoking is only permitted outdoors in areas with designated cigarette disposal bins. Please dispose of all tobacco products in the the ashtrays provided there.

Advice on giving up smoking

Giving up smoking will always be worth your while. Stopping smoking prior to a surgical procedure, for example, significantly reduces the risk of complications.

For this reason, please contact us prior to your admission and make use of our outpa-tient counselling service. Alternatively, we can call on you during your hospital stay and together develop an individual plan to help you give up smoking. If required, we can also inform you of the medical support available to you.

Contact: Fachstelle Rauchen (specialist smoking unit), telephone +41 (0)31 632 03 03, e-mail: fachstelle.rauchen@insel.ch

Patient catering services

It is very important to us that our patients and those accompanying them are well catered for. The menu suggestions are compiled daily and based on the latest insights into a heart-healthy and diabetes-appropriate diet for healthy individuals and for patients. Our impressive catering offer consists of delicious, healthy and balanced meals that are freshly prepared each day by our committed kitchen team. A full menu is available in each department showing the entire range on offer.

We also provide a number of snacks: a mid-morning Znüni, an afternoon Zvieri and an evening snack.

Various hot beverages and mineral water are available around the clock. We are happy to provide soft drinks, alcoholic drinks and meals for visitors, which are all invoiced separately.

Nursing staff and catering assistants will help you select your meals and will make a note of your requests.

Special diets are prepared in accordance with medical prescriptions. Our dietitians are happy to assist with questions regarding your diet in hospital and at home. Please talk to your doctor if you would like nutritional counselling.

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in the Wirtschaftsgebäude, Floor G

Monday to Friday 06:40–14:00 hSaturday and Sunday 07:30–14:00 h

in the Department of Paediatrics, Floor U2

Monday to Friday 07:30–16:00 hSaturday and Sunday closed

in the Frauenklinik, Floor C

Monday to Friday 07:15–18:00 hSaturday and Sunday 11:00–16:00 h

in the Bettenhochhaus, Floor F

Monday to Friday 14:00– 02:00 hSaturday and Sunday 14:00–02:00 h

On public holidays, restaurant opening hours may differ from those stated above. There are also a number of vending machines with drinks and snacks on the Inselspital campus.

The Insel catering services would like to extend a warm welcome to you. The following restaurants are looking forward to your visit:

in the foyer of the Bettenhochhaus, Floor A

Monday to Friday 07:15–20:00 h Saturday and Sunday 09:30–17.30 h

in the Bettenhochhaus, Floor S1, with a roof terrace and beautiful views of the city and the Alps

Monday to Friday 08:30–17:30 h Saturday and Sunday closed

in the foyer of the Anna-Seiler-Haus

Monday to Friday 07:45–17:00 h Saturday and Sunday 11:00–16:00 h

Restaurants

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Volunteers and mobile kiosk

You will come across Inselspital volunteers all over the hospital. Among other things, they provide information at the patient admission desks in the Bettenhochhaus, take patients where they need to go, help in the crèche (see "Visitors"), and sell snacks, magazines and toiletries from the Insel-Lädeli mobile kiosk in the Bettenhochhaus every Wednesday.

Social counselling

In coordination with your treatment team, we provide confidential counselling on issues pertaining to organisation, finances and social law in connection with your hospital stay and any referral to subsequent institutions. This includes topics such as home help/support, rehabilitation, stay at a spa, registration for a residential home, (re-)integration, etc.

Please talk to one of our nurses or contact us directly on: telephone +41 (0)31 632 20 91, fax +41 (0)31 632 38 38

Social counselling office, Frauenklinik and Department of PaediatricsTelephone +41 (0)31 632 91 71, fax +41 (0)31 632 93 79

Visitors

Your visitors are very welcome here. It is best that visitors report to the information desk of the department in question on their first visit. We would like to point out that nursing care and treatment always take priority. Please understand that your visitors may have to wait at times.

In the interest of your fellow patients, you are kindly requested to limit the number of visitors. If you have several guests, our restaurants and cafés may be more suitable meeting places than your room.

Visiting hoursMulti-bed rooms 13:00–20:00 hSingle-bed rooms 10:00–21:00 hFrauenklinik - Gynaecology 10:00–21:00 hFrauenklinik - Obstetrics 13:00–20:00 h

Parents of patients in the Department of Paediatrics may stay with their children around the clock.

Intensive care and recovery wardsOnly immediate family members are admitted. Times can be arranged individually with the nursing staff. For space and hygiene reasons, please do not bring any flowers to the intensive care and recovery wards.

CrècheTuesday and Thursday 09:00–11:30 h, Department of Paediatrics, Floor A, Room 501 AMonday to Friday 14:00–17:00 h, Department of Paediatrics, Floor A, Room 501 A

Volunteers look after the healthy children of visitors and patients. Use of the crèche is free of charge; no advance booking is required.

Overnight stays of family members For up-to-date information on overnight accommodation, please visit www.insel.ch, header "Patients & Visitors / Visitors"

Visiting with a dogIf at all possible, your visitors should leave their dog at home. If in exceptional cases this is not possible, dogs can be left tied up in one of the specially designated waiting areas at the main entrance to the Bettenhochhaus and the entrance to the Department of Paediatrics.

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Patient Ombudsman's Office

We recommend that you address any problems immediately with those directly concerned. In addition, our in-house Ombudsman's Office provides professional support to help you find solutions, process complaints, and obtain hospital-related advice; this service is free of charge. Please do not hesitate to contact this office.

Telephone +41 (0)31 632 85 85 e-mail: ombudsstelle@insel.ch Telefax +41 (0)31 632 85 86 Inselspital, Patient Ombudsman's Office, 3010 Bern

Ethics Unit

Not sure which decision to make? Do you feel that your decision has not been taken seriously? Do you need to make a decision on behalf of someone else and are unsure about what to do?

Our Ethics Unit provides free-of-charge support in situations that are difficult in personal or ethical terms. The unit is independent and accommodates the full range of ethical issues. Together with all those concerned, it aims to contribute to decisions that do justice to the matter in hand and the people involved.

Telephone +41 (0)31 632 19 56 or +41 (0)31 632 21 11

Post office

There is a Swiss Post post office on Floor U1 of the Bettenhochhaus. A Postomat ATM is available around the clock.

Opening times:Monday to Friday 07:30–12:00 h and 13:30–17:00 h.

Post is delivered to the departments twice a day. Your post will be brought to your room by one of your nurses. Please let family and friends know your address:

Inselspital BernDepartment …First name/ Surname Floor ....CH- 3010 Bern Switzerland

You can either post any letters you want to send in one of the letterboxes on each floor or hand them to one of your nurses. Please do not forget to put the appropriate postage and your return address on your letters.

Kiosk*

Opening times: Monday to Friday 07:0–20:00 h Saturday 09:00–17:00 h Sunday 10:00–17:00 h

Berner Kantonalbank cashpoint

This is located on Floor A of the Bettenhochhaus and is available around the clock.

Blumeninsel florist** (Telephone: +41 (0)31 382 35 15/www.blumeninsel-bern.ch)

Opening times: Monday to Friday 07:30–18:30 h Saturday 07:30–16:00 h

Hairdresser* (Telephone +41 (0)31 632 26 21 or +41 (0)31 381 23 03)

Opening times: Monday to Friday 08:00–17:30 h Saturday 08:00–15:00 h Please arrange your appointment with the nursing staff. On request and by prior arrange-ment, we are also happy to visit you in your room if you are unable to come to our salon.

* Foyer of the Bettenhochhaus ** Entrance to the Bettenhochhaus, Floor U1, opposite the post office

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Preparation for your discharge

In discussion with you, your doctor determines the time of your discharge as well as any follow-up treatment and therapeutic measures.

• Make a note of any questions you may have prior to this discussion and ask for prescriptions for any medication discussed.

• Inform your family and arrange to be collected by them or a pick-up service.• Sign off with the nursing staff. • Deposit your telephone card in the green box (see p. 7).

Settlement of accounts / Benevolent fund

We settle accounts for all services delivered to patients with Swiss social insurance directly with their respective insurance provider. We will invoice you separately for services not covered by your health insurance. Please turn to the back of this guide for the telephone number to call for questions regarding bills and accounts.

Our hospital is supported by the private Inselspital-Stiftung foundation. It fulfils its role as a central and university hospital as assigned by the Canton of Bern. The numerous bequests that Inselspital is fortunate to receive are of great importance. They enable the hospital to continue to fulfil the purpose of its foundation, which has been unchanged since 1354. In addition, the Inselspital administers a number of funds for specific purposes, such as support for patients in financial need or the promotion of scientific research. We are grateful for all contributions. Please call us on +41 (0)31 632 38 60 for more information.

Pastoral care

Pastoral care: Christian – secular – open to followers of all religions

A hospital stay disrupts your everyday life. It could be that questions have now become important to you that you previously had little time to consider, or maybe your illness has given rise to fear and anxiety, or you might be feeling feeling alone in your situation, or perhaps your time in hospital is an opportunity to look for a new direction.

The hospital pastoral care team offers support to you – and also to your family – by talking things through with you, being there for you, and offering prayer and rituals. They do this with respect for your ideological and religious beliefs.

You or those close to you can contact the pastoral care team by telling a nurse or doctor that you would like to speak to the team, or by calling the main Inselspital switchboard on +41 (0)31 632 21 11 and asking for the on-call pastoral care officer.

Church services

You and your family members are warmly invited to attend the church services in Inselspital.

• Wednesday, 13:00–13:30 h: ecumenical Insel church service in the Protestant or Roman-Catholic chapel. French-speaking patients are welcome and will be included in their own language. Please let a nurse or the on-call pastoral team member know if you would like to be picked up and taken to a service.

• Thursday, 18:00 h: Eucharist in the Roman-Catholic chapel• Broadcast on the Inselradio hospital radio service: channel 39

Chapels and prayer rooms

Both the Protestant and the Roman-Catholic chapels are located in the northern part of the Inselspital campus. They are open all day. The Roman-Catholic chapel is also accessible during the night from the Bettenhochhaus, Floor B. Please follow the signs. Pedestrian and wheelchair routes are signposted separately.

Interdenominational prayer rooms are located on the entrance floors of the Department of Paediatrics (A 227), the Anna-Seiler-Haus (EG 0) and the Frauenklinik (A 101). They are open around the clock and offer a quiet space to pause for a moment, to pray or to meditate.

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Rights and obligations

In accordance with Art 8 of the Transplantation Act, tissue and organs are only removed if:• the patient had agreed to such removal prior to his death or had verifiably nominated a

trusted person who consents to such removal (the next of kin are asked whether such a disposition has been made); or

• there is no such declaration by the deceased and the next of kin agree to a removal (they have to respect the presumed wish of the deceased in their decision).

• If no next of kin are known or can be contacted, no removal will take place.

A post-mortem (Art 35 GesG) is only performed with the express consent of the deceased or, on his behalf, the next of kin or a person close to the deceased. However, an organ can be removed for confirmation of a diagnosis unless the deceased or his next of kin on his behalf have decided differently. Other exceptions are the regulations in criminal proceedings as well as special instructions from the relevant health or social care office for the confirma-tion of a diagnosis.

However, you also have obligations (Art 16 PatV)

• Obligation to provide information• Compliance with house rules• Consideration of fellow patients and staff• Clear communication with staff• Obligation to obtain insurance and to show your insurance card

You as the patient and your family or next of kin can also contribute towards a successful course of treatment by:• adhering to all instructions by medical staff and• informing the treating physician about any measures that have already been taken and

about your views on your treatment.

Dealing with aggression and violence

In their everyday work, Inselspital staff are repeatedly confronted with various forms of violence from patients, their families and visitors. Violence in the workplace has been proven to have a negative impact on the mental and physical well-being of those working there; ultimately, this has a negative impact on their motivation to work and the quality of their work, and thus on the quality of treatment that patients receive.

Inselspital has a zero-tolerance policy on aggression and violence. As an Inselspital patient, you must behave in a respectful manner towards others, particularly professional staff and your fellow patients. The same applies to anyone who comes to the hospital with you and to your visitors.

This guide includes information about your most important rights and obligations. The full text versions of the laws referred to are available as follows: The Health Law of 2 December 1984 (GesG, BSG no. 811.01) and the Ordinance on Patients' Rights of 23 October 2002 (PatV, BSG no. 811.011) as well as the Swiss Civil Code of 10 December 1907 (ZGB, SR 210) can be downloaded from the internet: www.sta.be.ch/belex/d or www.admin.ch/bundes-recht.

Information on the Federal Transplantation Act is available from: www.transplantinfo.ch.

You have rights

All measures in diagnosis or treatment require your consent (Art 40 GesG). In emergencies, consent is assumed unless there is information to the contrary (Art 40 Para 2 GesG and Art 379 ZGB). Prior to any measure, the specialist in question will explain to you your state of health, the diagnosis, required measures and procedures involved, purpose, advantages and disadvantages, risks, costs as well as possible treatment alternatives (Information, Art 39 GesG).

In case of a future loss of capacity, you can specify in advance the nature of treatments you wish to receive or refuse in a particular situation (Advance health care directive, Art 370 ZGB). An advance health care directive is only valid as a written document that has been signed and dated by you. A sample advance health care directive is available free of charge from the Inselspital Ombudsman's Office, telephone +41 (0)31 632 85 85.

The legal representation of those incapable of judging for themselves has to be consulted in accordance with the new adult protection act (Art 377 f. ZGB). However, as long as an under-age person (adolescents up to 18 years of age) or a person with a legal guardian is able to judge for himself the nature and objective of a proposed intervention, he has the same rights as an adult in full possession of his faculties. This ability to make a sound judgement must be assessed on a case-by-case basis taking all circumstances into account. As far as possible, even a person incapable of making a judgement should be involved in the deci-sion-making.

Your treatment is documented in your medical records. The documents are kept for at least ten years (Art 26 GesG). You have the right to view these documents, ask to have them explained, or request a copy (Art 39a GesG).

Medical professionals are under an obligation of secrecy towards third parties about anything they are told by a patient in the course of treatment and anything they may observe in this context (professional secrecy, obligation of secrecy, Art 27 GesG and Art 321 StGB).

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We do not tolerate:• Threats and/or physical attacks of any kind towards any hospital staff• Violence against property • Any kind of verbal and/or physical behaviour that is threatening or harmful to other people

or the environment • Any intention of inflicting pain or injury to others through physical force• Any kind of unwanted and unreciprocated behaviour of a sexual nature • Any form of racist behaviour.

Anyone feeling threatened can call for help on internal extension 33 33 (external line: +41 (0)31/632 33 33); Fire and threats. Inselspital reserves the right to take legal action against anyone acting in contravention of the above behavioural guidelines.

Quality assurance and research

Inselspital has been tasked with the provision of optimum treatment and care for the public. As a public hospital, it is able to provide numerous very different and specialised medical services around the clock. In addition, Inselspital Bern is also a university hospital. This means that our medical services are constantly monitored, modernised and improved, which in turn benefits you. To facilitate our quality assurance measures and to adapt our examinations and treatments to state-of-the-art medical knowledge, medical research is conducted at the university hospital. The insights thus gained are also used in the training of young doctors and the continuing professional education of our staff.

We may require your assistance for quality assurance and research. For this reason, you will receive a declaration of consent for biomedical research as well as an accompanying brochure for your information. Inselspital asks for your consent for the use for biomedical research of your biological material and/or your health-related data resulting from your treatment. Strict confidentiality is observed in the evaluation of these data for purely scientific purposes. Your consent is voluntary and can be withdrawn at any time without the need to give reasons. Your decision in this respect has no impact at all on the care you receive in our hospital. We would like to take this opportunity to thank you for your support in the training of young doctors as well as healthcare and nursing professionals, thus ensuring the best possible provision of medical care.

Inselspital – mission and objectives

Inselspital is a foundation under private law. At the same time, it is the university hospital of Canton Bern and carries out important public tasks on behalf of the canton. It is managed cost-effectively and enjoys comparatively extensive entrepreneurial freedom. This autonomy is limited by the treaty between Canton Bern and the Inselspital-Stiftung foundation as well as by the annual service agreement. Canton Bern commissions Inselspital with the highly specialised medical care of the public and with services in research and teaching for the benefit of the University of Bern. It assigns to the hospital important tasks in the initial, continuous and advanced training of health professionals. In return, the canton assumes part of the financing of Inselspital from public funds.

Inselspital is in competition with other university hospitals for the provision of top-level medical care to non-university cantons. Inselspital's entrepreneurial freedom includes being able to enter into contracts with these cantons to ensure cooperation in the medium term. Cooperation agreements can also be concluded with other service providers in Canton Bern with the aim of increasing the efficiency of hospital services for the inhabitants of our canton.

The pillars of our success

• We rely on our relative independence, our own assets and our foundation status as an independent legal entity.

• We continue to rely on the concentration of practically all medical specialities and health professions in a single location (campus) and on the high density of knowledge and

networking. • We rely on our highly qualified staff who appreciate a challenging work environment and the

size of the operation. • We rely on our significant market shares for tertiary medical services in the Espace Mittelland

region, on the comparatively high ratio of out-of-canton patients of about 20% and on the perception of the Inselspital brand in the population.

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Your views are important to us

Your views help to put improvements into place or preserve what is good. Please ask for the suggestion or comment form in your department.

As part of quality development across the entire Inselspital, we conduct quality assess-ments in cooperation with other hospitals. You may be asked to participate in these assessments during the course of your inpatient treatment or after your discharge by means of a specific, strictly confidential patient satisfaction survey. It goes without saying that your participation is entirely voluntary. No disadvantages will arise for you if you are not interested.

The results from these surveys help us to understand your requirements and experiences and to improve the quality of our work.

We thank you for your valuable cooperation.

Important Inselspital telephone numbers

Switchboard +41 (0)31 632 21 11Patient Management/Admission/ Main information desk Bettenhochhaus +41 (0)31 632 28 12Patient Management/Admission/ Information Department of Paediatrics +41 (0)31 632 91 21Patient Management/Reception Frauenklinik +41 (0)31 632 10 10Patient Management/Out-of-canton patients +41 (0)31 632 28 14Billing enquiries +41 (0)31 632 28 43Main cash desk +41 (0)31 632 28 04Lost property +41 (0)31 632 66 66Patient Ombudsman's Office +41 (0)31 632 85 85To report a theft +41 (0)31 632 83 33

Please submit any claim reports to your department.

Health-Promoting HospitalMember of the Swiss Network,a World Health Organisation (WHO) network.

Preparing for your hospital stay: your checklist

Before your arrival Inform a contact about your hospital stay. Arrange for the post office to hold or redirect your mail.* Cancel your newspaper or have it redirected by the publisher.* Ask your health insurance provider for confirmation that all costs of

your stay will be covered. Follow the online check-in instructions on www.insel.ch or return the completed

Wir schenken Ihnen Zeit (We give you time) form (for details please consult your invitation letter from the hospital or visit www.insel.ch under "Patients & Visitors/Admission"). * see information in the "Post office" section on p.14

Bring with you for your admission Insurance card/health insurance card/your supplementary insurance policy ID (passport/ID card/residence permit) Appointment card/Invitation letter from hospital Where applicable: valid federal disability insurance (IV) ruling or accident report

(available from your employer or accident insurance)

Bring with you for your treatment Medication schedule and your medication (in sufficient quantity) Medical IDs: vaccinations, allergies, blood-thinning, pacemaker etc. Your advance health care directive(s) Other medical documents (doctor's reports, medical findings, X-rays, ECG, etc.) Nutrition and diet plan Any mobility aids such as a walking stick or walking frame, or other aids

Bring with you for yourself Pyjamas, dressing gown/tracksuit, underwear Slippers/trainers with good support Toiletries Your diary/telephone numbers and addresses Pocket money or bank card for minor purchases in the hospital

Limited liability for valuables:Inselspital accepts no liability for the loss, theft or damage of valuables and cash not held in safe-keeping. Please bring only small amounts of money and no jewellery. Places for safe-keeping in exceptional circumstances are: the main cash desk at the main entrance to the Bettenhochhaus and the information desk in the Anna-Seiler-Haus (cash only).

Main cash desk opening hours (Entrance 33, Bettenhochhaus, A 108):Monday to Friday: 08.00–11:00 h and 13:00–16:00 h

Bettenhochhaus (Ward Tower) Entrance 33

Frauenklinik (Department of Gynaecology and Obstetrics) Entrance 17

Anna-Seiler-Haus, Entrance 2

INO/Notfall Erwachsene (Departments of Intensive Care Medicine, Emergency Medicine and Surgery/Department of Emergency Medicine for Adults), Entrance 56

Department of Paediatrics, Entrance 31 and 31A

Bus stops for bus 11

Tram stops for trams 7 + 8

Short-stay and disabled parking bays are available next to the entrances.

Map of the Inselspital campus

InselspitalUniversity Hospital of BernCH-3010 BernTel. +41 (0)31 632 21 11www.insel.ch

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