Useful information

COMPLAINTS PROCESSING PROCEDURE Specialized Eye Hospital LUXOR EOOD

The procedure is intended to regulate the order and manner of receiving and registration of complaints, conducting inspections, establishing violations, taking measures in case of proven irregularities and responding to the person who has submitted the complaint or signal.

This procedure regulates the responsibilities and obligations of the staff of Eye Hospital Luxor, responsible for the receiving and registration of complaints, conducting inspections and responding to the person who has submitted the complaint or signal.

Method of submission

Complaints and signals are submitted:

- by post
- by electronic mail (e-mail)
- on site at Eye Hospital Luxor
- by phone
- verbally to the manager of the hospital

When receiving a verbal complaint or a complaint submitted by telephone or email, the respective employee fills in a verbal complaint form or a standard complaint form and registers it.

Registration and processing of written complaints or signals

All complaints and signals received at Eye Hospital Luxor are subject to registration:

- complaints and signals received in writing;
- complaints and signals received by email or telephone;

The complaints and signals are registered in the log for incoming and outgoing correspondence and the Complaints Register of Eye Hospital LUXOR, and are given consecutive entry number with the year and date of registration.

Inspection of complaints received in Eye Hospital Luxor

The complaint inspection shall be carried out within the shortest term possible, but not later than 10 days after their registration.

By Order No 02 of 02.01.2020, the Manager of Eye Hospital Luxor has appointed a Committee assigned with the task to examine all complaints, signals and suggestions.

After the examination of the specific complaint or signal, the members of the Committee are obliged to prepare a written report to the Manager

Response to registered complaints

Within 5 days after the inspection of the registered complaint, the Committee, which has carried out the inspection, prepares a response to the complainant(s), as the response is coordinated with the Hospital Manager.

The response should include:

- when the inspection has been carried out;
- what was found during the inspection;
- is the complaint/ signal well-grounded;
- what measures have been taken if violation is found;
- whether administrative-penal actions have been taken;

has administrative penalty been enforced.

The Manager must approve and sign all responses to the written complaints and signals, after which they are sent to the respective complainant and are entered in the respective register.

PAIN MANAGEMENT PROCEDURE Specialized Eye Hospital LUXOR EOOD

Managing your pain after surgery is a priority for you and for your medical team.. You can expect to have some discomfort, and your doctor and nurses will do their best to alleviate it.

The following information will help you understand how pain management works and will describe how you can help your doctors and nurses control your pain, it will give you the opportunity to take an active role in making choices related to your treatment.Tell your doctors, nurses and healthcare professionals:

If you regularly take pain medication at home.
If you are allergic or cannot tolerate pain medication.
If you have any chronic medical conditions (back problems, knee problems, etc.) that you regularly take pain medication for.

Why is pain treatment so important?

Effective pain management not only helps you feel more comfortable, but it also helps you recover faster and can reduce the risk of certain complications. If your pain is well controlled,you will be better prepared and able to perform important recovery tasks.

As a patient you are entitled to

The best level of pain relief that can be safely administered.

Information about the pain and its management from the members of the medical team who will often ask you about your pain, and who will administer the treatment.

What types of pain can you experience after surgery?

Each patient is unique and may or may not have the same type of pain that another patient is experiencing.

You may be surprised that after the surgery, you may feel pain in places other than the surgery site.

Please notify a member of your medical team of the pain you may have after surgery, which may include:

Muscle Pain: You may experience muscle pain in the neck, shoulders, back, or chest. It is caused by the lying in supine position on the operating table and in the care ward.
Throat pain: Your throat may feel inflamed or scratch by the endotracheal (breathing) tube during intubation.
Wound pain: You may feel pressure or burning at or near the site of surgery.

Pain Assessment

The most important is that you can help your doctors and nurses “measure” your pain. During your recovery period your doctors and nurses will ask you to rate your pain on a scale from 0 to 10, with “0” being “no pain” and “10” being the worst pain you can imagine. Reporting your pain as a “number” helps your doctors and nurses understand how well your treatment is working, and whether any changes are needed. Your doctors and nurses want and need to know about any pain that is not under control.

Who will help me deal with the pain in the hospital after surgery?

Your medical team will work together with you to decide what type of pain control would be most beneficial for you after surgery.Your doctors are trained in pain management.They are anaesthesiologists, ophthalmologists – pain management specialists, who will relief your postoperative pain.

The type of pain management that is most appropriate for you is based on:

- the results of your medical history;
- laboratory tests;
- your physical examination;
- the type of surgery you need;

After the surgery, you will be evaluated for some time to make sure you are comfortable and to adjust your therapy if necessary.You will be monitored for any side effects.

Make sure you are comfortable with your pain management regimen.Talk to your doctor and nurses about your concerns and needs.This will help to avoid stress and anxiety, which can aggravate the pain.Don't be afraid to ask questions.

Ways to Relieve Pain

Intravenous pain medication

It is a pain medication that is administered intravenously. You should feel some relief shortly after its application. Although the intravenous pain medication provides quick relief, it is not long-lasting. The intravenous pain medication can be used in combination with oral pain medication. Your nurse will talk to you about how often you can receive medication.

Oral pain medication

Oral pain medications are taken through the mouth. As their action takes longer to take effect than those delivered intravenously, it is important that you take the medication before your pain becomes unbearable. Oral medications usually provide longer lasting relief.The nurse will talk to you about how often you can take oral medication.

Side Effects

There are specific side effects associated with each medication. However, common side effects associated with pain medications include nausea, vomiting, itching, drowsiness and constipation. The pain management strategy used at Eye Hospital Luxor aims to minimize the percentage of these side effects. There are medications that will help relieve some of the symptoms, or your medical team may need to change the medication or adjust the amount you take. Please be patient. We need to take in consideration not only your expressed wish, but also the possible side effects of administering a particular medication. For this reason, Eye Hospital Luxor has a wide range of pain medications. Please talk to your nurse and doctor about any side effects that you may have, and ask any questions or concerns.

Other methods

Pharmaceutical treatment is not the only way to relieve pain. It is important that you are convinced in these additional techniques. When used together with medication, they can offer a great deal of pain relief.

Recommendations for pain management at Home

Before leaving the hospital, discuss with your doctor or nurse how often you have taken pain medication while you were in the hospital. You should be informed that you will receive a prescription for the same medication most commonly used in the hospital. Take the medications as prescribed. Your doctor has prescribed your pain medication “as needed”. This means that you must take the medication if and only when you need it to control moderate to severe pain.

Keep record of when you take the medication at home. It is important to write down the exact time you take each dose. Keep track of how many medications you have.

Over-the-counter pain medications, such as acetaminophen and NSAIDs, are an excellent option for pain control. Be sure your doctor has approved you to take certain medications. You should be careful not to take too much of one medication. Always read the labels and never take more than 1 medication from the same category.