What we need to know about New Hospitals outpatient medical services
New Hospitals is a 280-bed, multi-profile clinic built in compliance with European standards, offering high quality inpatient and outpatient services since 2011. The hospital is equipped with the advanced infrastructure and state-of-the-art technology and serves up to a thousand patients daily.
Clinic infrastructure (ventilation, heating and cooling, sterile air flow control and automatic regulation systems, fire safety system, protected special zonal wiring system, medical alert system, medical elevators of European quality, stock and supplies adequate for the number of patient flows, and many other) creates a comfortable and safe environment for patients.
State-of-the-art Medical Equipment
New Hospitals is equipped with the highest quality, state-of-the-art medical technology, which is one of the main conditions for providing high-quality diagnostic and treatment services to patients.
High-quality Medical Services
Quality management of medical services is an important process. The service quality monitoring is being implemented and improved systematically at the hospital. At the same time, the latest European standards are constantly being introduced in the processes of patient care and services as a result of cooperation with leading European clinics.
Professionalism and European Experience
The best medical care is achieved only by the professionalism and experience of the medical staff. That is why New Hospitals is constantly concerned of professional development of its personnel and provides them with skills enhancement programs inside or outside the country.
In addition, the hospital cooperates with professional doctors with European experience, employed in various departments of the clinic and participate in the diagnostic and treatment processes of patients. The patients in the clinic is treated in accordance with the recommendations of the international medical societies and the protocols introduced on their basis. The consistency of patient treatment is ensured according to the western evidence-based medicine.
International Accreditation
The RIQAS accredited laboratory of the clinic provides the validation of the equipment by an internationally recognized European organization 12 times a year.
Environment and Safety
To ensure a comfortable environment and safe conditions for patients, the infrastructure of New Hospitals is designed according to the European standards, which has no analogues throughout Georgia. New Hospitals’ premium quality ventilation system ensures control and filtration of airflows and regulation of humidity and temperature, which is essential for successful diagnostic and treatment operation.
The hospital is equipped with a fire and emergency safety system, which significantly increases the safety of patients and hospital staff in the event of an emergency. The system has been launched in accordance with the European standards and is constantly maintained to eliminate potential threats. For more security, the hospital has 2 power supply sources and 2 internal stand-alone power systems, which completely eliminate the risk of power outages. The clinic has its own water supply and 600 tons of water reserve. Electrical wiring is designed in accordance with the relevant standards of medical services, which minimize the risk of danger to the patient.
Hygiene and Prevention of Nosocomial Diseases
Proper operation of ventilation and sterile flow control systems and sterilization unit equipped with the state-of-the-art devices, compliance with the rules established by the government and strict EU regulations, clinic’s internal protocols and high quality of bacteriological status monitoring ensures the healthy epidemiological situation and prevents the spread of infections in the hospital.
Location of Examination Rooms in the Outpatient Clinic
What is required to receive medical services for a patient visiting the outpatient department of the clinic?
All patients are required to register to receive medical services.
A take-a-number-system (queue) machine is installed in the registration area on the second floor at the central entrance of the New Hospitals. Tickets can also be taken in other areas of the outpatient department, at registration desks. For the convenience of patients, outpatient registration desks are available in all areas of the outpatient clinic:
- At the central entrance, on the 2nd floor (registration desk N1)
- In the National Center of Ophthalmology, 2nd floor (registration desks N3 and N4)
- In the outpatient department, on the 3rd floor (registration desks N5 and N6)
- On 4th floor (Registration desk N7)
- In the Radiology Department, 1st floor (Registration desk N8)
With a queue ticket, you can register and use outpatient services; after registration, the patient will be redirected to the doctor’s office according to the queue number.
A patient who comes to the clinic for hospitalization also receives a queue ticket using which he/she will be referred to the Registration desk (N2) for inpatients.
Does it make difference to book medical appointment through the call center or online?
The queue system automatically prioritizes the patient who has booked a visit at a predetermined time. To log in to the queue system, the patient must enter the unique code he/she has received on the mobile phone in the form of a SMS. Patients who make a visit on a first-come-first-served basis usually need to wait to receive medical services.
Why patients who have booked appointment sometimes need to wait?
During a working day, doctors receive patients both for consultation and for various medical procedures. All medical services are timed, however sometimes a sudden change may breach the scheduled work of a physician. Sometimes a scheduled medical procedure takes longer than planned. In addition to scheduled consultations and procedures, physicians may need to consult a patient in the emergency department, in particular if a patient who needs emergency care is referred to the ER department. Providing medical care to such a patient is a priority and often serves to maintain the patient’s life and health. At such times, outpatients have to wait.
What are we doing to reduce the waiting time?
For New Hospitals, the time and well-being of each patient counts. To reduce the waiting time, the clinic has introduced a queue system that ensures the maximum timely reception and service of patients. At the same time, patients are informed about the need for booking in order to reduce the discomfort caused by first-come-first-served principle.
How does the queue system work?
The queue system in a medical facility is much more complex than in other facilities. Many referrals are frequent in the clinic, for example from a family doctor to a specialist doctor, laboratory, for X-ray or high-tech radiological examination, back again to the doctor, etc. The queue system gives the patient who visits the clinic different priorities according to his/her movements, according to a specific logic. For example, the patient who was operated the previous day has a priority to make a post-surgery visit to the doctor in the clinic. The patient who has booked his or her visit and the patient who came to the clinic earlier during the referral to a specialist doctor or for a research also enjoys the priority. That is why it is important to take a queue ticket and move in different spaces with this ticket.
How can I know when my turn comes?
In all rooms, with all doctors, the queue system generates the corresponding number in which the first character is a Latin letter and the next three characters form a figure. For example, if you want to visit a cardiologist without booking and get a queue number, e.g. C024, and the board above the room door displays C021, this means that there are three more patients before you. However, it is also possible that a patient with another number, e.g. Z459 will enter the doctor’s room before you. It may be a patient who came before you, a patient referred by another doctor, or a postsurgical patient. A patient with number C025 who came to the clinic after you will not be able to enter the doctor’s room before you.
How can I choose a visit to the doctor when I have already come to the clinic?
The queue system machine displays in detail all the doctors to whom you can take the queue ticket. It is always better to book in advance; however, in this case your first-come-first-served number ensures order at the time of receipt. You can also get advice from the employee at the registration desk.
How much time will I spend on a single visit to the doctor?
It is difficult to predict the time required for a doctor’s visit because all patients and medical cases are different. Please visit the clinic 10-15 minutes in advance to register. It is advisable to plan 1 - 1.5 hours for your visit, as the visit time may be extended if necessary, due to additional examinations and analysis.
Where can I file my complaint?
The Customer Satisfaction Service for both outpatients and inpatients operates in the clinic. Information is collected continuously through questionnaires. We also receive information through patient complaints which can be filed in the Administration Office or put in the Red Box attached to the wall in a visible place to the left of the main entrance. Patient complaints and advices will be used to improve the processes and services provided at the clinic. All complaints will be reviewed by the Medical Quality and Ethics Commission in the Clinic.
Can I receive services with customized attention and comfort?
Up to 1000 people refer to the clinic daily, who are served by 90 outpatient offices and more than 40 clinical departments. Therefore, the approach in the services is standardized and systematically uniform. For this reason, patients’ expectations for special and exclusive services may not realize. In order to form adequate expectations, it is advisable for patients to ask questions the call center operator or to read the brochure on the New Hospitals website.
Exclusive service seekers can get the service by purchasing the appropriate package. For example, a patient’s comprehensive examination package is available at the clinic, which, by means of special planning ensures the receipt of a major portion of the services without waiting and without leaving a specially allocated comfortable space.
Contact information:
12 Krtsanisi Street, 0114 Tbilisi, Georgia
+995 (32) 2190190 (Call center operates 7 days a week, from 09:00 to 21:00)
