Service agreement at KEIT Day Hospital: clear and documented commitments

1 Why is the service agreement important?

A surgical procedure involves several stages: consultation, preparation, the procedure itself and the recovery period. For this reason, it is important for patients to have clear information about the planned service and the clinic's commitments throughout this process, starting from the preparation stage.

The service agreement documents the arrangements agreed upon between the patient and KEIT Day Hospital, defining the responsibilities of each party. It helps prevent misunderstandings and serves as a reference document for the terms and commitments agreed upon in relation to the provision of the service.

Patients have the opportunity to review the document and request explanations of its terms before signing.

2 What does the service agreement cover?

The agreement outlines the main elements of the surgical service and how it is organised at KEIT Day Hospital.

It specifies:

• Organisation of the procedure: the planned service and the conditions under which it will be provided.

• Medical team: the selection and involvement of the surgeon, anaesthesiologist and other necessary specialists.

• The clinic's commitments: the provision of the facilities, equipment, materials and personnel required to deliver the service.

• Patient responsibilities: cooperation with medical staff and compliance with instructions relating to preparation and recovery.

• Postoperative follow-up: the organisation of follow-up appointments and assistance during the healing period.

• Changes to the planned arrangements: the conditions applicable in the event of postponement, cancellation or modification of the agreement.

• Handling concerns: the communication and cooperation between the patient and the clinic in reviewing requests and resolving disputes.

The service agreement is accompanied by two important documents: the Informed Consent Form and the Guarantee Certificate. Together, these documents provide patients with a more complete understanding of the service, from information about the procedure to the commitments regarding postoperative assistance.

3 Surgeon selection and the right to information

The selection of specialists is part of the organisation of the surgical procedure. KEIT Day Hospital engages surgeons and anaesthesiologists who hold the qualifications and licences required to practise their profession, taking into account the nature and requirements of the planned procedure.

Patients have the right to request information about the specialists responsible for their care. This includes details of their professional qualifications, licences and experience, while respecting the privacy of other patients and applicable legal restrictions.

In exceptional circumstances, it may become necessary to replace the originally scheduled surgeon. Patients may request information about the change and the proposed specialist, while the conditions relating to acceptance or refusal of the replacement are set out in the agreement.

4 What happens if surgery is postponed or cancelled?

During the planning of a surgical procedure, circumstances may arise that require a change of date or cancellation. The service agreement sets out the conditions applicable in these situations, depending on the reason for the change and which party requests it.

KEIT Day Hospital may need to reschedule the date or time of surgery for reasons related to the provision of the service. If the clinic decides to withdraw from the agreement before the procedure, the agreement provides for the relevant notice and a full refund of the amounts paid in advance by the patient.

Patients may decide not to proceed with the planned procedure. In such cases, cancellation conditions depend on when notice is given and the preparations already made by the clinic. Late cancellations may result in financial obligations, while exceptions are provided for exceptional circumstances in accordance with the terms of the agreement.

When changes to the agreement are necessary, the revised terms must be documented in writing and signed by both parties.

Being familiar with these conditions in advance helps patients understand how changes to the planned arrangements are handled and what their potential consequences may be.

5 The agreement does not end on the day of surgery

The agreement takes effect when it is signed by the patient and KEIT Day Hospital. It is not limited to the performance of the surgical procedure but also provides for the continuation of the relationship throughout the healing process, in accordance with the terms set out in the document.

During recovery, patients receive follow-up care through postoperative appointments and assistance, in line with the specialists' recommendations. These may be arranged at the clinic in Tirana, at other recommended healthcare facilities or, where appropriate, through video consultations.

Patient cooperation is also important during this period. Following medical instructions, attending recommended follow-up appointments and communicating with specialists if concerns arise help the medical team assess healing progress.

6 If questions or disputes arise

The service agreement is a document that patients can refer to even after signing, whenever they need clarification about the commitments it contains.

Patients have the right to request information about how these commitments are being fulfilled. KEIT Day Hospital reviews such requests to provide information and address the matters raised by patients.

If questions or disputes arise in relation to the service, KEIT Day Hospital and the patient initially seek to resolve them through direct communication and cooperation, working towards a mutually agreed solution in accordance with the commitments established in the agreement.

For KEIT Day Hospital, documenting commitments is part of maintaining transparency with patients. The service agreement provides both parties with a written reference for the terms of their relationship, from the organisation of the surgical procedure to the continuity of postoperative care.