Care for the dependent elderly in Otricoli, province of Terni

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SECTION I - FOREWORD

Contents.

SECTION II - APPLICATION MODALITIES

Article 1: Adoption and updating;

Article 2: Addressees;

Article 3: Code of Ethics and MOGC;

Article 4: Training Activities.

SECTION III - MISSION, ETHICAL PRINCIPLES AND MANAGEMENT POLICY

Article 5: Values;

Article 6: Integrity, honesty, fairness and loyalty;

Article 7: Fairness, objectivity and protection of the Person/Host;

Article 8: Transparency and confidentiality;

Article 9: Accountability;

Article 10: Continuous quality improvement;

Article 11: Management of relations in relation to culpable offences in the area of safety in the workplace;

Article 12: Management of business activities in relation to environmental offences.

SECTION IV - RELATIONS WITH INTERNAL ACTORS AND RULES OF CONDUCT

Article 13: Relations with Personnel

Article 14: Obligations of Personnel;

SECTION V - RELATIONS WITH EXTERNAL PARTIES AND RULES OF CONDUCT

Article 15: Relations with Users

Article 16: Relations with the Public Administration; Article 17: Relations with Suppliers;

Article 18: Relations with Bodies and Associations;

Article 19: Relations with the Mass Media;

Article 20: Relations with Competitors;

Article 21: Relations with Political and Trade Union Organisations;

Article 22: Conflicts of Interest

SECTION VI - MODALITIES OF IMPLEMENTATION

Article 23: Disclosure and Reporting

Article 24: Violations of the Code of Ethics and Sanctions.

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SECTION I - FOREWORD

CONTENTS

The purpose of this Code of Ethics is to set out in a transparent and public manner the set of rights, duties, responsibilities and ethical principles that inspire the activity of VILLA Sabrina srl (hereinafter VS srl ) with respect to all the subjects with whom it enters into relations for the achievement of its corporate purpose (Guests, suppliers, employees and/or collaborators, partners, institutions, etc.); it is, therefore, a directive whose rules of conduct must be observed by all those who are involved in the activity of the company. ); it is therefore a directive whose rules of conduct must be kept in mind in everyday work and which presupposes, first and foremost, respect for the laws and regulations in force, also internal to VS srl. The Code of Ethics of VS srl:

- aims to set ethical "standards" of reference and behavioural norms to which the company's processes, decision-making and conduct must be oriented;

- requires consistent behaviour from the management and from all persons to whom it is addressed, i.e. actions that are not, even only in spirit, dissonant with the company's ethical principles;

- contributes to the implementation of VS srl's social responsibility policy, since it is aware that the consideration of social and environmental issues contributes to minimising exposure to compliance and reputational risks, strengthening the sense of belonging in its interlocutors.

SECTION II - APPLICATION METHODS

Article 1: ADOPTION AND UPDATING

This Code of Ethics is to be read as a tool susceptible to subsequent amendments and additions in accordance with internal and external changes to the Company, as well as with the experience acquired over time in order to ensure full consistency between the guiding values assumed as fundamental principles and the conduct to be maintained in accordance with the provisions of this Code of Ethics.

Article 2: ADDRESSEES

This Code of Ethics is binding for the shareholders, the Health Management and the employees, as well as for all those who, although external to VS srl, operate, directly or indirectly, for the same.

All the addressees indicated above are, therefore, obliged to observe and, as far as their own competence is concerned, to have observed the principles contained in the Code of Ethics. Under no circumstances does the pretence of acting in the interest of VS srl justify the adoption of behaviour in contrast with that stated in this document. Furthermore, the observance of the rules of the Code of Ethics must be considered an essential part of the contractual obligations of VS srl employees pursuant to and in accordance with the provisions of art. 2104 et seq. of the Civil Code.

Article 3: CODE OF ETHICS AND ORGANISATION, MANAGEMENT AND CONTROL MODEL

The VS srl Organisation, Management and Control Model comply with the prescriptions contained in this Code of Ethics, which is an integral part of it. In this respect, in fact

- the Code of Ethics is voluntarily adopted by VS srl and expresses values and principles of behaviour recognised as its own on which to call the observance of all the addressees, constituting the first instrument of prevention of any crime;

- VS srl strives for a continuous operational improvement of internal procedures in order to make company management more effective and efficient, encouraging, where possible, the use of computer tools, in order to reduce repetitive and merely executive activities, to the advantage of those with higher professional content, guaranteeing timeliness and punctuality in the fulfilment of requests from all interlocutors and collaborators, with punctual compliance with the rules in order to pursue the exclusive interest of the company and its shareholders.

Article 4: TRAINING ACTIVITIES

An information programme on the contents of the Code of Ethics is envisaged for employees and new recruits by means of meetings and the sending of printed and supporting material.

SECTION III - MISSION, ETHICAL PRINCIPLES AND MANAGEMENT POLICY

VS srl pursues the aims of promoting and protecting health, implementing the care objectives set out in the national and regional health programming and the objectives defined by the WHO for all health and socio-medical organisations:

- promote a high degree of satisfaction for Guests and their Families

- guaranteeing the lowest possible risk for the Guest, the operators and the environment;

- guaranteeing the qualification of professionals through the development and implementation of collaboration and the exchange of knowledge between professionals working in the facility;

- guaranteeing efficiency in the use of resources.

Article 5: VALUES

Starting from the corporate mission The Management intends to direct the entire organisation towards the pursuit of its vision in compliance with the following principles and fundamental values:

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I

Innovation

Prevent risks and be creative in identifying opportunities for improvement.

Engage in training and professional development.

M

Mastery

Knowing, Knowing How to Be.

Freedom and responsibility for professional and personal action, in compliance with laws, technical-scientific guidelines and company rules.

A

Authenticity

Transparency in management and relationships.

Communicating, and committing to the achievement of objectives in line with corporate principles and values.

G

Guft - Liver

Courage in thinking, acting and communicating.

Being an active part of the organisation.

Expressing one's personality in what one does by working.

E

Ethics

Legality and honesty in behaviour, actions and relationships.

Listening and active participation while respecting confidentiality.

Article 6: INTEGRITY, HONESTY, CORRECTNESS AND FAIRNESS

Respect for the values of integrity, honesty, fairness and loyalty entails, inter alia, committing oneself

- to promote and require compliance with internal regulations and/or all laws by staff, collaborators, guests, suppliers and any other third party with which it has a legal relationship;

- to strictly comply with current anti-money laundering legislation, undertaking, in any case, to refuse to carry out any operation that is suspicious from the point of view of fairness and transparency

- to promote at all levels practices aimed at preventing local and transactional corruption phenomena

- to ensure and promote internally the observance of all organisational rules and prescriptions for the purpose of preventing the commission of offences (pursuant to Legislative Decree 231/01)

- to record each operation and transaction only if supported by appropriate documentation, in order to be able to proceed at any time with the performance of controls that certify its characteristics and motivations and identify who authorised, performed, recorded, and verified the operation itself; consequently, employees and/or collaborators must make any accounting entry accurately, promptly and completely, scrupulously complying with civil and tax laws as well as internal accounting procedures.

Article 7: FAIRNESS, OBJECTIVITY AND PROTECTION OF PERSONS/ASPECTS

Respect for the values of fairness and objectivity implies that VS srl undertakes to

- to avoid any form of discrimination, detrimental to personal dignity, in particular, that based on race, nationality, sex, age, disability, sexual orientation, political or trade union opinions, philosophical views or religious beliefs, guaranteeing equality and impartiality in access to the services provided;

- not to tolerate sexual harassment and physical or psychological harassment, in whatever form and context they occur

- to listen to the requests of colleagues, guests and suppliers without any preconceptions or behaviour aimed exclusively at defending one's own position and work

- to avoid, in the performance of one's duties, taking decisions or carrying out activities that are contrary to or in conflict with the interests of the company or in any case not compatible with the observance of official duties

- to show sensitivity and respect towards others by refraining from any behaviour that could be considered offensive.

Article 8: TRANSPARENCY AND CONFIDENTIALITY

Respect for the principles of transparency and confidentiality implies that VS srl undertakes to

- to disseminate information that is true, complete, transparent and comprehensible, so as to enable the addressees to make informed decisions, regarding the relations to be entertained with VS srl itself or which see the same involved;

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- to update, disclose and enforce the rules regarding the management, processing and communication to third parties of confidential information, to whose observance it calls the addressees;

- to protect the confidentiality of the data and information that the employee and/or collaborator of VS srl may have in their possession. The members of the administrative and control bodies, the employees and the collaborators must be fully aware that it is forbidden for them to carry out buying and selling operations or other transactions, even through third parties, or to advise the carrying out of such operations, by exploiting information that they may have come to know as a result of the activity carried out;

- to consider confidentiality as the cornerstone of the exercise of the company's activity, which is fundamental for the reputation of VS srl and the trust that the users place in it. It is therefore expressly forbidden to communicate, disseminate or make improper use of confidential data, information or news concerning Guests or third parties in general, with whom VS srl has, or is about to have relations. Personal data must be managed in a strictly controlled form in absolute compliance with the laws in force and with the correctness and professional ethics of the health operators, and can only be disclosed to those who have an actual need to know them for the exercise of their specific functions. Every person who has relations with VS srl must avoid the undue communication or dissemination of such data and/or information. The employees and/or collaborators of VS srl are obliged to adhere strictly to this principle, even after the termination of the working relationship or collaboration, however, it may have occurred.

It is also forbidden

- in communications directed to shareholders or employees/suppliers/family members, to expose untrue material facts in such a way as to mislead the recipients on the aforementioned situation, causing damage to the image or assets of the shareholders or creditors, with the intention of deceiving and in order to obtain an unfair profit for oneself or others;

- in the reports, with the awareness of the falsity and the intention of deceiving the recipients of the communications, certifying falsehoods or concealing information concerning the situation of VS srl, in such a way as to mislead the recipients of the communications on the aforementioned situation, in order to obtain an unjust profit for oneself or others

- conceal documents or with other suitable artifices, prevent or in any case hinder the performance of the control or audit activities legally attributed to the shareholders.

Article 9: RESPONSIBILITY

Respect for the value of responsibility implies that VS srl's activities are carried out

- drawing inspiration from the principles of sound and prudent management, with the aim of being a solid, reliable, transparent company, open to innovations, interpreter of the ever-changing needs of Guests and their Families, attentive to the needs of its members, interested in the best development and use of human resources and in the most efficient company organisation

- guaranteeing structural, technological and organisational conditions that safeguard the health and safety of workers, whether employees or not;

- pursuing the company's interests in compliance with laws and regulations, basing its conduct on the principles of loyalty and fairness;

- protecting the company's reputation and assets;

- recognising the importance of respecting the environment and assessing, by the Addressees, the environmental impact of their decisions in order to minimise any negative effects, seeking compatibility between economic initiative and environmental needs, not only in compliance with current legislation but also taking into account the best experiences on the subject.

ARTICLE 10: QUALITY IMPROVEMENT

VS srl pursues a policy aimed at improving the quality of the services provided.

In order to maintain, develop and increase knowledge and skills, VS srl promotes the involvement of personnel in education and/or training activities.

The standards of quality provided and perceived are periodically verified, also by third parties, through direct monitoring actions and by a careful evaluation of the level of user satisfaction by all operators.

Article 11: MANAGEMENT OF RELATIONS IN CONNECTION WITH CRIMINAL OFFENCES IN THE FIELD OF SAFETY AT WORK

VS srl clearly sets out and makes known, in this formal document, the fundamental principles and criteria on the basis of which decisions are taken, of all types and at all levels, in relation to health and safety at work.

These principles and criteria can be identified as follows

- taking care of one's own and the guests' health and safety, observing the instructions given by the employer, managers and supervisors, for the purposes of collective and individual protection

- assess risks that cannot be avoided;

- combat risks at source;

- adapting work to the human person, particularly in the design of workplaces, the choice of equipment and working methods, to mitigate monotonous and repetitive work and reduce the effects of such work on health;

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- use work equipment and safety devices correctly and immediately report any deficiencies and/or dangerous situations

- take into account the degree of technical evolution

- replace what is dangerous with what is not dangerous or is less dangerous;

- planning prevention, aiming at a coherent whole that integrates into its technique, work organisation, working conditions, social relations and the influence of factors in the working environment;

- participate in the education and training programmes organised by VS srl;

- undergo the health checks provided for by the regulations in force and/or ordered by the competent doctor.

These principles are used by VS srl to take the necessary measures for the protection of the safety and health of workers, including the prevention of occupational risks, information and training, as well as the provision of the necessary organisation and means.

VS srl, at both senior and operational levels, must adhere to these principles, in particular when decisions must be taken or choices made and, subsequently, when they must be implemented.

Article 12: MANAGEMENT OF BUSINESS ACTIVITIES IN RELATION TO ENVIRONMENTAL CRIMES

VS srl wishes to comply with fundamental principles and criteria in respect of environmental protection.

These principles and criteria can be identified as follows

- not to carry out waste collection, transport, recovery, disposal, trade and intermediation activities in the absence of the prescribed authorisation

- not to cause the pollution of soil, subsoil, surface water or groundwater by exceeding the risk threshold concentrations and, if necessary, to carry out remediation;

- when preparing or requesting a waste analysis certificate, provide the correct information on the nature, composition and chemical/physical characteristics of the waste; not illegally traffic in waste;

- not exceed the air quality emission limit values provided for by permits, prescriptions and legislation in force;

- not importing, exporting, transporting, possessing, using for profit, purchasing, selling, displaying or holding for sale or for commercial purposes specimens of wild flora and fauna indicated in EC Regulation no. 338/97 in the absence of or in breach of the prescribed certifications or licences; not offering for sale or in any case disposing of the aforementioned specimens without the prescribed documentation

- outside the permitted cases, not to destroy a habitat within a protected site or in any case not to deteriorate it by jeopardising its state of conservation;

- outside permitted cases, not to destroy, take or possess specimens belonging to a protected wild plant species.

SECTION IV - RELATIONS WITH PERSONS WITHIN THE COMPANY AND RULES OF CONDUCT

Article 13: RELATIONS WITH PERSONNEL

VS srl recognises personnel as a fundamental and indispensable factor for the company's development and considers it important to establish and maintain relations with employees and collaborators based on mutual trust.

VS srl is therefore committed to developing the aptitudes and potential of its personnel in the performance of their duties so that the abilities and legitimate aspirations of individuals find full realisation in the achievement of the company's objectives.

In particular, at the time of hiring, candidates are assessed on the basis of their correspondence to the required profiles; personnel are hired solely on the basis of regular employment contracts since no form of irregular employment is tolerated.

When the employment relationship is established, the personnel receive clear and specific information on the regulatory and remuneration aspects, and for the entire duration of the employment relationship, the employee or collaborator receives indications that enable him/her to understand the nature of his/her assignment and to carry it out adequately, in accordance with his/her qualification.

It is VS srl's commitment to take care of the training of all its employees and to encourage their participation in refresher courses and training programmes so that the skills and legitimate aspirations of the individual are realised in conjunction with the achievement of the company's objectives.

It follows that VS srl, through the competent functions, selects, hires, remunerates and manages personnel on the basis of criteria of merit and competence.

Article 14: OBLIGATIONS OF THE STAFF

The professionalism and commitment of the personnel represent a specific obligation, as they are essential prerequisites for the achievement of the Company's objectives. Employees and collaborators cannot be exempted from observing the provisions of this Code of Ethics.

In particular, they undertake to work with diligence and loyalty according to the following rules of conduct:

It is prohibited:

- to use scientific or other means of persuasion whose contents are misleading or untrue;

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- to provide unnecessary services or to declare services not actually provided

- to duplicate the invoicing of the same service or not to issue credit notes if non-existent or non-financial services have been invoiced, even by mistake

- to make use, for their own purposes, of projects, systems, procedures, methodologies, reports or any other invention or activity developed by VS srl and for which the latter holds individual property rights

- to engage in personal activities that could lead to conflicts of interest, even potential ones, with the company or that could interfere with the ability to make impartial decisions in the best interests of the Company

- to accept, even indirectly, money, gifts, goods, services or favours in relation to relations with any third party with whom VS srl has a relationship, in order to influence their decisions, with a view to more favourable treatment or undue benefits or for any other purpose.

The personnel must also comply with the following rules:

- the employees, in the performance of their duties, must not engage in conduct that could create, even potentially, situations of conflict with the interests of VS srl;

- employees in the performance of their duties must be appropriate in their dress and behaviour, and respectful towards Guests and their Family members, suppliers, colleagues and superiors; it is forbidden for employees during their work to call Guests and their Family members, suppliers and superiors "tu" and to have confidential attitudes that are not justified and not in line with company policy

- any requests for or offers of money, gifts, or favours of any kind, received by Personnel, as set out in the previous point, must be promptly brought to the attention of the director;

- the information acquired in the performance of the assigned activities must remain strictly confidential and appropriately protected in compliance with the provisions of the regulations in force, and may not be used, communicated or disclosed to third parties

- skills and professionalism must be enriched with the experience and cooperation of colleagues, thus creating a climate in which all colleagues feel welcome and encouraged to achieve their professional goals;

- the activity of every employee and collaborator must be characterised by maximum collaboration in order to achieve the satisfaction of the parties concerned;

- the decisions taken must be based on principles of sound and prudent management, through the prudent assessment of potential risks, in the awareness that one's choices contribute to the achievement of positive company results

- each person is required to work diligently to protect the Company's assets, using the resources entrusted to him/her with scrupulousness and responsibility, avoiding improper uses that may cause damage or reduce efficiency, or in any case in contrast with the Company's interests.

SECTION V - RELATIONS WITH PERSONS OUTSIDE THE COMPANY AND RULES OF CONDUCT

Article 15: RELATIONS WITH USERS

VS srl's activity is aimed at Guests to whom it undertakes to guarantee

- Reduced waiting times to access services;

- Adequate care and health staff skills in relation to the services to be provided;

- Adequate human relations and humanisation;

- High degree of availability, courtesy and rapidity of the operators in responding to specific needs during hospitalisation;

- Clarity of information provided;

- Orderliness and cleanliness of the environment.

Organisation's orientation towards satisfying the Guest's needs

The above-mentioned activity is implemented through the:

- the systematic measurement of the Guest's degree of satisfaction, in order to activate the resulting improvement measures;

- structuring the best ways of dealing with the Guest, in accordance with the principles of protection, participation and communication;

- the improvement of the organisation's ability to inform the Guest about the services (methods of access and use) and the guarantees offered;

- the constant empowerment of staff in responding to the Guest's individual needs.

Complaint management

Anyone wishing to make a complaint about an inefficiency must fill out the appropriate forms in the waiting room.

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Article 16: RELATIONS WITH THE PUBLIC ADMINISTRATION

VS srl guarantees full transparency and completeness of information in its relations with the Public Administration and identifies and defines the channels of communication with all interlocutors (by way of example only, Ministries, Regions, the Guarantor Authority for the protection of personal data, the Inland Revenue, etc.) both at local, national and international level.

Article 17: RELATIONS WITH SUPPLIERS

The persons in charge of the process of acquiring goods and/or services

- are bound to respect the principles of impartiality and independence in the exercise of the tasks and functions entrusted to them;

- must keep themselves free from personal obligations towards suppliers and consultants;

- must take into account, for particular types of goods/services, in addition to the normal selection criteria, the concrete existence of adequate corporate quality systems;

- they must not accept goods or services from external or internal parties in exchange for obtaining confidential information or the initiation of actions or conduct aimed at favouring such parties, even if there are no direct repercussions for VS srl;

- the purchasing process must reconcile both the search for maximum advantage and loyalty and impartiality.

VS srl takes care to ensure that the only criteria for choosing suppliers and consultants are linked to the quality and technical competence. The behaviour assumed is always based on professional respect for the confidentiality of information acquired during the course of the activity, as well as the current legislation on the protection of personal data.

VS srl undertakes to develop relationships of correctness and transparency with its suppliers. In particular, the following are ensured

- criteria and systems for constantly monitoring the quality of the services and goods/services provided;

- supply contracts marked by fairness, especially with reference to payment terms and the onerousness of administrative formalities.

Suppliers are sensitised to perform their activities by following standards of conduct consistent with those indicated in the Code of Ethics. In particular, they must ensure business integrity, respect the rights of their workers, invest in quality and manage environmental and social impacts responsibly.

Article 18: RELATIONS WITH BODIES AND ASSOCIATIONS

VS srl:- may accede to requests for contributions from non-profit organisations and associations with regular bylaws and articles of association, which are of high cultural or charitable value and which involve a significant number of citizens;

- any sponsorship activities may relate to the themes of medicine and scientific research, social issues, the environment, sport, entertainment and art, and are only intended for events that offer a guarantee of quality

- In any case, in choosing the proposals to which to adhere, VS srl is careful to prevent and avoid any possible conflict of interest of a personal or corporate nature.

Article 19: RELATIONS WITH MASS MEDIA

The promotion of VS srl respects the ethical values set out in this Code of Ethics, repudiating the use of vulgar or offensive messages. VS srl takes care of the information published on its website, which is used as a channel of institutional communication, so as to make it a complete and effective tool, in line with market expectations.

Article 20: RELATIONS WITH COMPETITION

No employee may be involved in initiatives or contacts with competitors that may appear to violate competition and market protection regulations.

Article 21: RELATIONS WITH POLITICAL AND UNION ORGANISATIONS

Relations with representatives of trade union organisations are reserved for the functions of VS srl authorised to do so.

Article 22: CONFLICTS OF INTEREST

Prevention of conflicts of interest

The Addressees of this Code of Ethics, in the performance of their duties, must not engage in conduct that could create, even if only potentially, situations of conflict with the interests of VS srl or of its users, such as, for example, the pursuit, by the Addressees themselves, of objectives that are different from those agreed upon with VS srl and from those that have been assigned to them on the basis of the role and assignment received.

If situations of conflict with the interests of VS srl or of the users should arise, even if only potentially, the Addressees must immediately inform the Management and must refrain from any conduct that may be attributable to the communicated situation.

More generally, the collaborators (employed and/or freelance), and, in general, all those who operate in the name and on behalf of VS srl must avoid any possible situation of conflict of interest that may arise from the:

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- participating in decisions concerning business from which a personal interest may arise;

- accepting agreements from which personal advantage may arise;

- perform acts, enter into agreements and, in general, behave in any way that could, directly or indirectly, cause VS srl damage, also in terms of image and/or credibility on the market;

- conflict with the interests of VS srl, by influencing the decision-making autonomy of another person in charge of defining business relations with or for the same.

SECTION VI - METHODS OF IMPLEMENTATION

Article 23: DIFFUSION AND REPORTING

The Code of Ethics and its updates are brought to the knowledge of all Addressees (internal and external) by means of publication on the company Intranet and on the website, in addition to adequate communication and dissemination activities so that the values and principles contained therein are known and applied, and so that individual initiative is prevented from generating behaviour inconsistent with the profile that VS srl pursues by adopting this document.

A hard copy of the Code of Ethics is given to each employee or collaborator at the time of appointment, employment or start of the relationship.

The Code of Ethics is the subject of specific dissemination campaigns to users or other interested parties, also by means of press and mail or in the ways deemed most appropriate from time to time.

The addressees of this Code of Ethics are obliged to report any instructions received that conflict with the law, employment contracts, internal regulations and this Code of Ethics.

Failure to comply with the reporting obligation is expressly sanctioned.

The contact details where to report are as follows

- e-mail address: t.sabrina@libero.it

- registered and administrative office of VS srl Strada Pareti 34, CAP 05030 Otricoli (TR)

Article 24: BREACHES OF THE CODE OF ETHICS AND SANCTIONS

The Sanctions System, within the limits and according to the requirements set forth therein, is aimed at

- Subordinate employees;

- Members.

With reference to employees, the disciplinary sanctions provided for by the respective labour contract are applied, in compliance with the procedures provided for by Law no. 300 of 1970 - the so-called Workers' Statute.

The disciplinary measures that can be imposed on them are:

- Verbal warning;

- Written warning;

- Fine not exceeding the amount of 4 hours' pay;

- Suspension from work and pay for a period not exceeding 10 days.

The Charter of Services

was drafted, issued, approved and reviewed by Dr Sabrina Tini - Sole Administrator and RGQ

in collaboration with Dr Maria Rita Serva - Medical Director

Guidelines 2/95 Implementation of the Charter of Services in the NHS ( suppl. G.U. n.203 of 31 August 1995 )

The Charter of Services in one click

The latest updated version of the Charter of Services is always available at www.villasabrina.eu.

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1 MISSION

1.1 What is the Charter of Services ............................................................................................................................................................... 3

1.2 Values and principles in the centrality of the person ........................................................................................................................... 3

2 THE STRUCTURE

2.1 Presentation ................................................................................................................................................................................... 4

2.2 Our commitment ..............................................................................................................................................................................4

3 RELATIONS WITH THE PUBLIC

3.1 Inquiries ................................................................................................................................................................. 5

3.2 Access to inpatient services ........................................................................................................................... 5

3.3 Clinical News and Privacy................................................................................................................................................................. 5

3.4 Issue of copies of Social and Health Records and administrative documents........................................................................................... 5

3.5 Guest satisfaction questionnaire......................................................................................................................................5

3.6 Report of disservice or appreciation form ......................................................................................................................6

4 LIFE IN THE FACILITY

4.1 How to recognise staff..........................................................................................................................................................6

4.2 Visiting in-patient relatives ................................................................................................................................................................6

4.3 Telephone, TV and Internet...................................................................................................................................................................... 7

4.4 Mail and Newspapers....................................................................................................................................................................................7

4.5 Hairdressing and Barbershop......................................................................................................................................................................7

4.6 Laundry service............................................................................................................................................................................. 7

4.7 Personal Goods ..................................................................................................................................................................................... 7

4.8 Religious Assistance ............................................................................................................................................................................ 7

4.9 Local voluntary associations.................................................................................................................................. 7

5 RIGHTS AND DUTIES OF THE GUEST

5.1 Rights of the Guest ........................................................................................................................................................................... 8

5.2 Duties of the guest ............................................................................................................................................................................. 8

5.3 Rules for family members for the safety of the Guest..........................................................................................................................8

6 THE INPATIENT

6.1 Interventions provided during hospitalisation - Humanitas...................................................................................................................9

Healthcare: the heart of the structure

The Individual Care Plan (PAI)

Nursing activities

Staff and professional updating

Provision of drugs, artificial nutrition and aids

Motor and rehabilitation activities

Social welfare activities

Nutrition programme

Hydration

Cognitive stimulation recreational activities

6.2 The day of admission to the Residence .....................................................................................................................................................12

6.3 Discharge and hospitalisation.......................................................................................................................................................12

6.4 Hospitalization under contract or private arrangements and daily rates .............................................................................................12

6.5 What the fees include ...................................................................................................................................................................12

6.6 Methods of payment .....................................................................................................................................................................13

7 WHAT IS MEANT BY QUALITY SERVICES

7.1 How quality is understood ............................................................................................................................................................... .13

7.2 Quality indicators and standards ..............................................................................................................................................13

7.3 Service delivery times .............................................................................................................................................14

7.4 Verification tools............................................................................................................................................................................14

7.5 Commitments and improvement programme..........................................................................................................................................14

7.6 Protection and participation of the Guest...................................................................................................................................................14

7.7 Guest safety............................................................................................................................................................................14

8 HOW TO REACH US .........................................................................................................................................................................14

9 ATTACHMENTS :

*Complaint form reporting disservices or appreciations

*Customer satisfaction with Guests and/or Family members

S

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1.1 THE CHARTER OF SERVICES

Fourth

The "Charter of Services" is the document with which each service provider declares what services it intends to provide, how it will provide them, the quality standards it intends to guarantee and undertakes to respect certain qualitative and quantitative levels, with the intention of monitoring and improving the quality of its service.

The introduction of the Charter of Services as an instrument of protection for citizens originated with the Directive of the President of the Council of Ministers of 27 January 1994 "Principles on the provision of public services".

Our Charter of Services contains all the necessary information to allow users to know what services the Residence offers, how to use them and the commitments made by the structure for the continuous improvement and satisfaction of our Guests.

1.2 VALUES AND PRINCIPLES IN THE CENTRALITY OF THE PERSON

In a welcoming and comfortable environment, time and resources are dedicated by the entire staff to help the non-self-sufficient Guest combat loneliness and isolation due to old age and to overcome the discomfort that certain psychophysical limitations can create in the management of daily life, guaranteeing a state of physical, mental and social well-being.

PROFESSIONALISM

The professionalism of our staff is characterised by experience, competence, preparation, seriousness, constant commitment and thoroughness in their actions.

RESPONSIBILITY

For us, it is the accountability of acts, events and situations in which everyone has a decisive role. The obligations that derive from the position each one occupies, the tasks, and the assignments are undertaken.

RESPECT

As awareness of the rights, merits and values of others.

EQUALITY

Every Citizen has equal rights to access Health Services; in the provision of the service, no distinction may be made on grounds of sex, race, language, religion, political opinion and physical or mental disability.

IMPARTIALITY

The Residence is inspired by criteria of impartiality and justice; every Citizen is expected to behave in a manner that respects his/her dignity.

PARTICIPATION

The User has the right to access the information concerning him/her that is in the possession of the provider according to the procedures governed by Law No 241 of 7 August 1990. Users may submit briefs, documents and observations and make suggestions for improving the service. Providers periodically acquire the User's evaluation of the Quality of the Service rendered.

EFFICIENCY AND EFFECTIVENESS

The activity of the RP Villa Sabrina is aimed at satisfying the health needs of patients as well as continuously improving the quality of the services offered and the care provided.

1. MISSION

"... the Company's purpose is to manage a protected residence for the elderly, by the provisions of Resolution 647/1999 of the Regional Council of Umbria and any different and subsequent regulatory provisions".

Villa Sabrina aims to offer social and health care assistance to the self-sufficient and non-self-sufficient elderly, seeking to reconcile the excellence of technical, professional, care and health services, with the maintenance of a family atmosphere in which the guest does not lack human relations and the warmth of a real family.

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2 THE STRUCTURE

2.1 PRESENTATION

Villa Sabrina is a Protected Residence authorised by the Region of Umbria with resolution no. 11379 of 12/12/2003, accredited with the Region of Umbria and in agreement with ASLs and municipalities in the regions of Umbria and Lazio with an accommodation capacity of 24 beds for non-self-sufficient Guests.

The innate desire to provide quality services and the special attention that has always been paid to the needs of the elderly population has led to a particular commitment to assisting the frailest elderly, who also suffers from senile dementia and Alzheimer's disease.

STRUCTURE AND GARDEN

The facility is arranged on three floors connected by a lift equipped with alarm bells and automatic return to the floor. It is organised into 12 double rooms equipped with 1 or 2 joint beds with safety bars on the sides, polyurethane foam anti-decubitus mattresses, headboards with soft or direct lighting and alarm bells. The guest may bring personal items to which they are suffers attached.

All bathrooms are equipped with lifts and aids and have audible and visual alarms.

There is a large urbanised area outside the building with illuminated parking spaces for visitors and special spaces for the disabled.

A green garden and adjacent woodland contribute to the feeling of tranquillity that anyone entering the facility perceives. The construction of a kitchen garden/garden at human height allows the elderly, even those suffering from Alzheimer's disease, to recover their memories of old trades and makes them active and involved in daily activities.

SNOEZELEN ROOMS

The facility has developed a professional approach to dementia with both pharmacological and non-pharmacological therapies with the creation of a Snoezelen Room and Bathroom. The application of multisensory therapy in the Snoezelen Rooms represents a complete pathway of non-pharmacological care.

The main aim of non-pharmacological therapies is the reduction of certain behavioural disorders with a consequent reduction in the pharmacological load and thus in the quality of life; patients undergoing such treatment have demonstrated an improvement in behavioural disorders, in particular apathy, eating disorders, wandering, logorrhoea and agitation.

Research conducted by the University of Dundee found practical applications of the SNOEZELEN therapeutic and educational approach, noting specific benefits for different types of users: people with cognitive disabilities, psychiatric problems, post-traumatic stress disorders, acute and chronic pain control, and in cases of stroke and head injury outcomes.

2.2 THE STRUCTURE'S COMMITMENTS

Concerning the above-mentioned fundamental principles, the Residence undertakes to guarantee that no discriminatory behaviour is implemented by Employees, Collaborators and Consultants, which takes the form of unequal treatment in the provision of services;

In this way, a process of conscious decision and choice on the part of the patient is guaranteed, which is embodied in the so-called "informed consent", which is fundamental in the relationship between the Guest and the healthcare personnel. AND BEFORE

Concerning ensuring maximum transparency of information with the Guest, therefore, the Residence undertakes to

- guarantee the Guest, or his/her delegate in the cases provided for by law, the most complete and appropriate information on the diagnosis, prognosis, possible alternatives, prospects and foreseeable consequences/complications of the choices made;

- not use misleading and untruthful means of persuasion, scientific or otherwise;

- periodically check the reports received by the public relations office to analyse any feedback and/or complaints from users.

The principles underpinning the activity of admitting, treating and caring for patients at the RP are based on ministerial regulations concerning care activities and are summarised in the following points

- clinical governance of all cases by drawing up a customised Individual Care Plan (PAI), which is constantly updated in the light of the results obtained and emerging problems;

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- active involvement in decision-making processes and sharing of the care pathway with the Guest or his/her family members/caregivers, from the very first stages of admission, with structured moments of listening and discussion

- constant verification of appropriateness, both in the selection of patients eligible for admission and in decisions regarding the choice and continuation of care programmes;

- staff training through continuous updating of technical and organisational skills.

3. RELATIONS WITH THE PUBLIC

3.1 INFORMATION REQUESTS

For any kind of information, you can contact the Administrative Office

✓ on 0744.709073 from MONDAY to SATURDAY from 9:30 a.m. to 12:30 p.m. and from 3:00 p.m. to 6:00 p.m.

✓ send an email to t.sabrina@libero.it,

✓ contact us via the website.

3.2 TERMS OF ACCESS TO IN-PATIENT SERVICES

All citizens who, based on the principle of free choice, opt for Villa Sabrina as the facility for their residency in private social-health care and/or are in agreement with the USL have access to the services of the RP.

At the time of the application for admission, the Directorate Contact Person collects the health and care data on the appropriate form (Form 72.02 "Application for admission and eligibility") and explains to the applicant clearly and exhaustively the points set out in Procedure PG 01 "Eligibility and admission procedure with service delivery, planning, management and control". Completion of the questionnaire and the fact sheet enables the facility team to plan the IAP and properly integrate the new resident.

The RGQ defines, together with the Medical Director or the Facility Physician, the eligibility of the request and, if it is eligible and there is the availability of a place, the contact person must sign the reception contract, as an agreement and assumption of responsibility by the Guest and his/her family member; if there is no bed, the request will be archived, waiting to be reassessed at the first available place, according to the criteria of the same PG 01 procedure.

3.3 CLINICAL NEWS AND PRIVACY

The administration and healthcare management are at the disposal of the Guests' families for telephone or in-person interviews. In the exclusive interest of the Guests, staff are bound to strict confidentiality regarding all information concerning Guests and do not provide any information to family members or persons unless expressly authorised. When the reception contract is signed, before entering the Facility, adequate information is provided and consent to the processing of personal data is requested, in compliance with European Regulation 2016/679 (GDPR)

3.4 ISSUING COPIES OF HEALTH RECORDS AND ADMINISTRATIVE DOCUMENTS

Villa Sabrina has specific guidelines regarding access to documents, as governed by L.241/1990, which regulates how the User's documentation is released (PAI, diagnostic examinations, integrated social-health records, etc.).

A copy of the Guest's personal medical records may be delivered, at the express request of the Guest and/or of the guardian/support administrator with an express healthcare proxy and/or of the legitimate heirs, to the Management Contact Person. At the administration office, it is possible to collect the form to fill out to make a request, which, if there is no objection, allows a copy of the documentation to be issued in 7 working days. The cost of the copy is € 50.00. The reception desk can also issue in-patient documentation and other administrative documents to those concerned.

3.5 GUEST SATISFACTION QUESTIONNAIRE

The perceived quality of the Services and services provided is assessed annually through the analysis of the Guest Satisfaction Questionnaires. The questionnaires are anonymous and are administered in paper form to caregivers or the Guests themselves annually when requested or at the end of a

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temporary hospitalisation. In the management review, the returned questionnaires are analysed and the results are published on the notice board in the corridor of the facility and on the website.

3.6 DISSERVICE OR APPRECIATION REPORT FORM

The Residence guarantees the possibility of filing a complaint following a disservice, act or behaviour that has denied or limited the use of services. Users may complain directly to the Management, communicating their observations verbally or in writing, either on unstamped paper or using Form 83.02, which can be obtained from the reception desk. The Management undertakes to respond in writing to complaints received, which are not anonymous, within 3 days of receipt. Complaints are dealt with at the same time as they are reported, and the maximum time limit for processing them is 15 days if external bodies or suppliers are involved in resolving them.

4 LIFE IN THE FACILITY

The activities in the RP Villa Sabrina are organised by the needs and the Animation, Occupational Therapy and Mobility Plan; timetables are subject to change according to care needs:

ACTIVITIES FROM HOURS TO HOURS

Waking up and hygiene

06:00 According to Guest's personal needs

Breakfast

07:00 09:00

Morning activities and hydration

10:00 11:30

Lunch

12:00 13:30

Afternoon rest

According to Guest's personal needs

Snack

15:00 16:00

Animation

16:00 17:30

Dinner

18:00 20:00

Rest

According to Guest's personal needs

4.1 HOW TO RECOGNISE STAFF

All RP staff wear a name tag on their uniform with their name and job title.

The colour and shape of the uniforms allow the staff to be traced back to a professional group, the OSS white trousers and a polo shirt or white and lilac smock, the animator the lilac smock and the nurses the white uniform with a V-neck.

4.2 VISITING IN-PATIENT RELATIVES

In the post-covid period, visitors may enter the facility every day by appointment with the administration to allow for the turnover of relatives, the normal course of care activities and the rest of the guests; it is recommended to follow the indications communicated for visits due to covid.

The timetable is flexible to allow :

- the acclimatisation of the new guest with more assiduous closeness in the first days of the caregiver;

- more visiting hours for the caregiver ;

- assistance for severely bedridden residents

- the proximity of the family member in the case of terminally ill or agonised residents.

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4.3 TELEPHONE, TV, INTERNET

TELEPHONE: Each guest has the possibility of receiving or making telephone and/or video calls using the facility's portable devices at no cost.

TV: In the communal halls and all rooms there are television sets, which can be equipped with earphones, for watching favourite programmes. In the main hall, the entire community can participate in watching television programmes of common likings, such as Sunday Mass.

INTERNET: connection can be made either from personal devices or through the facility's WiFi.

4.5 MAIL AND NEWSPAPERS

Incoming mail is delivered daily to recipients by the secretariat, which also forwards outgoing mail. Books and magazines preferred by guests are available in the facility

4.6 HAIRDRESSER, BARBER AND PODIATRIST

The service is available for a fee by appointment with freelance external collaborators who indicate the agreed rates charged for their services in the facility.

4.7 LAUNDRY SERVICE

The laundry service for hotel linen and personal clothing is carried out in-house and at no extra cost. In the case of particularly delicate garments such as silk, the facility does not assume responsibility for washing, which remains the responsibility of the family members.

4.8 PERSONAL BELONGINGS

Upon entering the facility, a form is filled out to register all clothing and personal belongings to better manage them during the stay. It is advisable to avoid bringing valuables and money, if necessary they will be kept by the administration and made available for every need.

4.9 RELIGIOUS ASSISTANCE

Each Guest has his or her own right of belief and religion, the facility will try to do everything possible to create moments of spiritual assistance, if unable to personal meetings, it will make radio, internet and TV available to allow their enjoyment.

4.10 LOCAL VOLUNTARY ASSOCIATIONS

Villa Sabrina collaborates with ANCESCAO of Terni with the local Social Centres for the Elderly and with A.M.A.T.A. Umbria for support in the management of people suffering from Alzheimer's disease and other forms of dementia.

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5 RIGHTS AND DUTIES OF GUESTS

The participation of all the staff, family members and Guests in the fulfilment of rights and duties in the facility is the basis for the best possible fulfilment of the commitments undertaken in the provision of the social and health care service, to take advantage of their own rights and those of the community.

5.3 RULES FOR FAMILY MEMBERS FOR THE SAFETY OF GUESTS

* DO NOT MOVE GUESTS AUTONOMOUSLY: our Guests are fragile and often unable to be cooperative when moving, so if you move a Guest on your own you run the risk of hurting yourself and him too. Ask for support from staff who are trained to move safely.

* COLLABORATE WITH HEALTH STAFF WITHOUT REPLACING THEMSELVES: Our Guests are complex in their management, if you feel that the care we are providing is not adequate, our health staff is available for clarification and comparison. Do not intervene on your own (e.g. with supplements or medicines, with exercise or with medication) as these could be harmful to your loved one's health.

* BEWARE OF FOOD TAKEN FROM HOME: The Residence is not only a place where you are cared for, but it is a place for socialising and sharing that encourages the development of interpersonal bonds...why not share something that reminds us of home, of our traditions? Food hygiene 'legislation' prohibits the serving of homemade and non-packaged products; it is therefore forbidden to bring your loved one homemade food if you want to bring something.

5.1 RIGHTS:

*to respect dignity and confidentiality

*to listen with kindness and competence

*to timely, clear, comprehensive, up-to-date and comprehensible information

*To know the purposes and modalities of the appropriate healthcare provision and to trust in a trusting relationship with the team

*to be assisted by qualified personnel

*To know the conditions of stay and the costs of services

*to receive information within the limits permitted by respect for privacy and the user's wishes

*to complain and to know the outcome, to make proposals and suggestions in verbal and written form

*to express their opinion on the services offered through the satisfaction questionnaire

5.2 DUTIES

* You must maintain a responsible attitude towards other patients, avoiding any behaviour that may cause disturbance (noise, bright lights, radio, loud TV, mobile phones, etc.).

* Maintain respectful and collaborative behaviour with all the personnel of the facility and with the Health Management.

* adhering to therapeutic prescriptions and behavioural indications received, to guarantee the best possible outcome of treatment.

* respecting the environment, equipment and furnishings within the facility.

*It is the duty of each patient to inform the healthcare professionals promptly of his or her intention to forego scheduled healthcare services and treatments, to avoid wasting resources.

* Smoking only where it is permitted, to preserve the health of the community

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must only be packaged and you must leave the product label and/or receipt with the facility, which will be kept specifically for food tracking purposes.

*DO NOT GIVE FOOD TO GUESTS: Our Guests often have medical conditions that limit their diets or even their ability to swallow. Giving unauthorised food to a Guest may jeopardise their health, we, therefore, ask you to refrain from independently giving food to Guests without the medical staff's quotas.

* HYGIENE IS OUR PRIORITY: The staff is obliged to ensure the hygiene of the Guests. Products commonly found on the market can be aggressive and contain allergens that can cause side effects. For this reason, we ask you not to personally take care of your loved one's hygiene, but to turn to the staff, who will intervene in the most appropriate ways and with the most suitable products to preserve his or her skin and safety.

* WASH YOUR HANDS: Hands are the first vehicle of germs and therefore hand hygiene is the first step against infection. Health does not always come from complicated things or targeted interventions, there are simple gestures, such as hand washing, that guarantee to stay well while respecting yourself and others.

* If YOU ARE SICK STAY AT HOME: If you are unwell or sickly, don't feel obliged to visit us, for everyone's well-being it is better if you stay at home for a few days.

* MAKE SURE THE DOORS AND GATES ARE CLOSED: People live here who need to be protected as they are unable to manage themselves. Living environments must guarantee their safety, so if you find a closed door, take care to close it after you pass through. Also, make sure that external gates close after your passage and do not make it easier for people to leave; this is not a gesture of rudeness, but a concern for those who are more fragile.

* BEWARE OF SAFETY SIGNS AND Escape Routes: Safety signs allow you to identify dangers, prohibitions and obligations as well as provide information, escape routes and access routes are gateways to quickly deal with any emergencies. Do not underestimate these messages and make sure you do not obstruct escape routes: they may help you to avoid dangers and deal with emergencies.

*SAFETY REQUIRES THE COLLABORATION OF EVERYONE: The company is committed to ensuring a safe environment for guests, visitors, employees and collaborators. Please help us maintain a high focus on safety and report malfunctions, breakdowns, etc. Your cooperation is a valuable aid to us.

6 RECREATION

The RP Villa Sabrina provides socio-medical services to non-self-sufficient elderly people with stabilised chronic pathologies, who cannot be cared for at home.

Guests are people over the age of 65 who need 24-hour assistance and help with self-care, rehabilitation and healthcare services, as well as incentives to carry out activities useful for maintaining and recovering their motor skills and/or mental faculties.

The services provided are of a socio-healthcare nature to recover and maintain residual functional assets; treatments include medical, nursing, rehabilitation and hotel services, with guaranteed continuity of care and socialisation and entertainment activities.

The stay, if not necessarily definitive, is oriented towards the possibility of reintegration into the home environment.

6.1 INTERVENTIONS PROVIDED DURING HOSPITALISATION - HUMANITAS

On admission, the patient and his or her family will be welcomed with professionalism and understanding, respecting the time needed to manage such a delicate moment as the change in the life of a frail patient and the detachment from the family and one's habits.

In the new guest's insertion, his or her life history, needs and desires must always be borne in mind; these aspects are highlighted in personal files and the PAI. The facility tends to favour

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personalisation of living environments by allowing the admissibility of own objects within the facility.

In the health sector, current legislation provides for prevention, care and rehabilitation activities that do not require hospitalisation to be carried out in residences for the elderly.

Guests benefit from qualified nursing and medical assistance, a hotel service, board, lodging, heating, linen and cleaning; opportunities for recreational and cultural socialising; assistance in carrying out personal hygiene activities; a laundry and cloakroom service; and religious assistance if desired.

Assistance with mobilisation and recovery of psychophysical autonomy is provided in proportion to need. Guests have the freedom to get up in the morning according to personal needs, respecting the daily organisation as far as possible.

HEALTH CARE: THE HEART OF THE FACILITY

In the facility, we are faced with people with varying degrees of non-self-sufficiency, conditions that often do not depend exclusively and automatically on age, but also on physical or psychic illnesses, accidents, or the socio-economic and relational context in which they live in the family. Therefore, when considering a Guest's need for assistance, one must necessarily consider the complexity of intrinsic situations whose knowledge is indispensable for the care pathway.

The multidisciplinary assessment of the elderly person, especially of the elderly over 85 years old, is the basis of the diagnostic-therapeutic-assistance process, summarised in the drafting of the PAI. Occupational therapy, collective gymnastics and music therapy are activities which, integrated within the PAI (individual care plan) of the Guest, contribute to the positive evolution of the Guest's psychophysical state.

When recovery is not as hoped for and the handicaps persist, the facility tries to adapt to personal needs, minimising the disorientation of those who find themselves deprived of their autonomy. It is precisely in such conditions that the staff must demonstrate experience and inventiveness in adapting tools and equipment, in finding expedients that allow the elderly person to compensate, at least in part, for their deficiencies and inabilities.

The facility makes use of an adjoining Physiokinesitherapy Centre for physiatric, physiotherapy and masso-physiotherapy consultancy.

THE INDIVIDUAL CARE PLAN (PAI)

General medical assistance is provided by the general practitioner (M.M.G.) and is normally carried out at the Residence infirmary. The Residence has a Health Care Manager and a Geriatric Consultant who have the task of monitoring the Guests' state of health, in collaboration with all the professional figures working in the Residence. Specialist examinations, when necessary, can be booked at NHS Outpatient Clinics or, in the case of private specialist examinations, can be carried out directly at the Residence.

The multi-professional team, coordinated by the Medical Director, draws up a customised project for all the people taken into its care: the PAI using specific assessment scales (ADL, Norton, Braden, Conley, MMSE, MNA, etc.) as aids, which allow the work of the facility's personnel to be adapted to the specific needs of each Guest.

The IAP is formalised as per Internal Procedure within 15 days of admission to the residence, it is evaluated every 6 months and revised whenever there are substantial changes in the Guest. The family or caregivers are involved in the drafting of the IAP and its revisions.

Only a strategy based on a comprehensive needs assessment can guarantee a care and assistance plan aimed at preserving maximum personal and social autonomy.

The data obtained are processed in the Improvement Programme and discussed in the Management Review as elements in the evaluation of the effectiveness of the implemented plan.

Doctors and nurses, with the support of appropriate medical equipment, try to prevent all possible situations that could degenerate, treating the Guest in the facility as much as possible, and reserving hospital admission for more complicated or diagnostic cases.

The infirmary houses individual files, medical records, medical equipment, drugs to be administered, and a well-equipped trolley that allows for the rapid and immediate use of first aid measures and the activation of the First Aid unit.

NURSING ACTIVITY

Nursing activity is guaranteed 24 hours a day (with night availability), the nurse is responsible for the preparation and administration of therapies, carries out dressings, takes blood samples for haematochemical examinations, monitors vital parameters, implements all necessary interventions to protect clinical integrity

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of the Guest. He/she is in charge of procuring medical aids and medicines and checking their correct storage and expiry date.

The nurse promotes all initiatives within his/her competence to meet the needs of the Guests and to maintain a climate of serene collaboration with the families. He records and reports any elements useful for medical diagnostics, and collaborates with doctors and other professional figures in formulating the integrated care plan.

STAFF AND PROFESSIONAL DEVELOPMENT

The care workers are all direct employees and have specific professional training, both from training courses and on-the-job training; the management takes charge of numerous initiatives through a permanent training plan both on updates provided for by the law and on care-related in-depth studies.

SUPPLY OF DRUGS, ARTIFICIAL NUTRITION, GARRISONS

The A.S.L. directly guarantees

- the direct supply of drugs for Guests placed in accredited social-health facilities, according to a therapeutic plan prescribed by the GP. Band C drugs are paid for by the Guest

- the supply of Artificial Nutrition products, oral caloric nutritional supplements and water substitutes (for dysphagic patients), based on the nutritional plan prepared by the USL nutritionist

- the supply of advanced dressing material for ostomies, based on treatment plans issued by NHS Specialists

- for diabetic patients: material necessary for glycaemic self-monitoring

- the supply of nappies and incontinence aids in the daily quantity indicated by the GP.

Anything not provided by the USL and the SSN is to be considered a fee.

MOTOR AND REHABILITATION ACTIVITIES

These are carried out according to the Guest's PAI by OSS or physiotherapists, depending on whether walking, with or without aids, or whether special attention is paid to motor, psychomotor and cognitive disabilities using physical, manual, massage and occupational therapies. All programmes are aimed at maintaining and recovering the Guest's residual capacities and improving his or her motor autonomy.

SOCIAL WELFARE ACTIVITY

Socio-assistance activities are carried out 24 hours a day by qualified operators (O.S.S. Socio-Sanitary Operators) and concern all assistance activities such as personal hygiene (bathing or showering, hair washing, shaving), dressing, feeding and hydration. The care workers collaborate during activities aimed at fostering the socialisation of the Guests, carry out control and vigilance interventions to guarantee the safety of the Guests, and take care of all the hygienic aspects of the living environments.

FOOD PROGRAMME

The cuisine incorporates Italian and Mediterranean traditions, and the freshness of the food is guaranteed by the choice and evaluation of suppliers and scrupulous compliance with current hygiene regulations. Appropriate nutritional paths are identified according to the Guests' needs. Guests with chewing problems benefit from the daily menu in the chopped or homogenised form. It is forbidden to supplement the diet with food and drinks from outside. The monthly menu is posted in the corridor and the kitchen and offers daily first courses, main courses, side dishes, fruit or dessert and all possible variations on the planned meals.

HYDRATION

The correct water intake is ensured daily, consisting also of beverages of choice such as water, tea, camomile, barley, milk, fruit juice, etc. It becomes, in daily life in the residence, a ritual in which the guest willingly "participates", benefiting from an additional moment of socialisation.

COGNITIVE STIMULATION RECREATIONAL ACTIVITY

The activity is integrated with health and welfare activities through the development of craft activities, cognitive stimulation, games, socialisation, and psycho-therapeutic support, aimed at

- stimulate motor skills, memory, attention and imagination through cultural or recreational initiatives also open to the outside world

- increasing the non-pharmacological approach where possible

- involving family members and caregivers in the life of the Guests.

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Many projects are implemented in the facility, dedicated to groups of guests suitably distinguished by their abilities and interests: art therapy, gentle gymnastics, Snoelezen rooms, play and recreational activities, workshops, theme parties, visits by external groups, and music therapy.

6.2 FIRST DAY OF ADMISSION TO THE FACILITY

Guests are welcomed preferably in the morning to make

harmonious insertion and facilitate welcoming by the entire team.

the entire team.

On entry, perfected in the previous days by requesting necessary documentation and personal belongings, the signing of the contract, of consent to the processing of personal data by the Guest and the medical record.

The Guest and family members are welcomed by the Director and the Guest

will be accompanied to his or her room by a team of operators who will take care of the guest's insertion?

Villa Sabrina recommends that guests do not take valuables and/or money with them for security reasons; the facility will not be held responsible for any shortages and declines all liability in the event of theft and/or loss of personal items left unattended during the stay.

Please note that no money should be paid by Guests or their families to the medical staff, neither as a tip nor as a deposit.

6.3 RESIGNATIONS AND HOSPITALISATION

Discharges may occur at the end of the rehabilitation cycle, for return home or transfer to another facility and must be given 15 days' notice. At the time of discharge, the resident's doctor will issue a Letter of Discharge which identifies the clinical, functional and welfare problems, the programmes implemented, the results achieved, the therapy carried out and any personal aids and equipment provided.

If the Guest is absent for hospitalisation, the place will be kept until discharge and, since the monthly fee must be paid in advance, the facility will reimburse 30% of the full days of absence.

6.4 HOSPITALISATION IN PRIVATE AGREEMENT AND TARIFFS

The RP Villa Sabrina has an agreement with the USL and the municipalities for the integration of the hospitalisation fee, so it is possible to carry out both conventional and private hospitalisations, if the USL, despite having an agreement with the facility for 100% of the beds, does not occupy them with integrations. There are no different treatments depending on the type of hospitalisation, but the same services and the latest Tariff established by regional resolutions apply to both solutions.

In the case of private admissions, the lack of integration of the health fee by the USL allows the facility to enter this fee in the Health Card System and the relative reimbursement as a health expense in the Guest's tax return.

6.5 WHAT THE FEES INCLUDE

The fee includes all the hotel services of board and lodging, health and nursing services, care services, basic motor and cognitive stimulation activities, and recreational and entertainment services.

In detail, these are defined as:

- Hotel services: the in-patient room and bathroom are complete with the necessary linen, and cleaning is carried out daily. Each in-patient room is equipped with a TV and alarm bells

- Board: consists of breakfast, lunch, snack and dinner. Lunch and dinner consist of several courses with a choice for each course and include water, wine and coffee served at the table. Special diets will be proposed by the doctor depending on the clinical picture.

- Health care: all Guests benefit from the National Health Service (prescriptions and medicines included) and from the facility's medical and nursing care, scheduling check-ups, blood tests, and medications.

- Health and socio-welfare services: the Residence provides nursing and socio-welfare assistance supervised by the nursing coordinator and under the control of the Management and Health Director.

- Motor and rehabilitative activities: the service is provided under the supervision of the doctor, depending on the activity envisaged, and may be carried out by OSS or licensed physiotherapists.

13- Animation: the service provides a weekly programme of occupational, recreational and leisure activities

- Flat and guest laundry service.

The fee does NOT include hotel and/or customised services, in addition to the basic services.

They are therefore at the total expense of the user:

- Guests' laundry for particularly valuable garments that could be ruined

- Hairdresser, barber and podiatrist managed by a third party with a constantly updated price list available at reception

- Special medication material not guaranteed by the NHS and drugs and prescriptions that are also chargeable for the facility.

- The physiotherapy service for individual treatments with a price list

- The ambulance transport service, if not authorised by the USL

- Incontinence aids: provided by the USL and if necessary supplemented by the family member or facility, in this case, charged in the monthly bill.

- Voluntary expenses for bars, newspapers, mail, subscriptions, etc.

6.6 METHOD OF PAYMENT

When the Guest enters the residence the balance of the remaining days of the current month is requested and by the 5th day of each month the balance of the month is in advance. It is preferable to pay the balance by bank transfer both for tuition and for any personal expenses advanced by the Facility.

7 WHAT IS MEANT BY QUALITY SERVICES

The regulations in force provide that the Charter of Services expresses the Residence's quality standards about the aspects that each Guest or his/her relative can personally experience in the environments and the relationship with the staff: this is why we speak, in this case, of perceived quality.

Therefore, the standards of technical-professional quality of services and efficiency of work processes are not considered in the Charter of Services, since the evaluation of these aspects requires special tools and methodologies, delegated to the internal Quality Service and the competent ASL.

7.1 HOW TO UNDERSTAND QUALITY

We can define Quality as the meeting of two spheres of needs: those of the Guest and those of the operators who must provide services that are as satisfactory as possible. In this perspective, quality is "global", since it is developed by combining the quality perceived directly by people, the technical-professional quality, and the quality delivered in the work processes. This encourages interaction between the activities carried out by the various professionals working in the residence, in a human and environmental context that respects people's dignity.

7.2 QUALITY INDICATORS AND STANDARDS

In defining standards, reference is made to different types of indicators, i.e. "significant facts" that indicate whether the result obtained corresponds to what was intended.

Indicators:

- organisational: hours of the presence of medical staff, nursing service, physiotherapy and animation programmes, training of internal staff;

- structural: absence of architectural barriers, air treatment facilities in the summer season;

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- of processes: timeliness of staff intervention in the event of a bell call, periodicity of cleaning and environmental sanitisation, choice of alternative dishes on the menu

- of satisfactory/unsatisfactory events (e.g. positive/negative judgements expressed by Guests and/or Family members concerning the services provided);

- of sentinel events, i.e. situations which are considered "near-events" and which must be dealt with to prevent their transformation into a problem.

The indicators used to monitor quality in the Residence were chosen in compliance with the provisions of the regulations in force and the regional accreditation checklist.

7.3 SERVICE DELIVERY TIMES

They represent the quality factor that can be quantified with greater precision, monitored in its progress and evaluated objectively. The average waiting time referred to as a sample week is indicated for each service.

7.4 VERIFICATION TOOLS

The declared quality standards are subject to constant verification with specific methods and tools, prepared, managed and monitored in the Management Review.

In particular, the following tools are used

- processing of complaints received (they provide information on the type of events of most frequent dissatisfaction)

- observation grids on significant indicators about the various aspects of perceived quality (information, cleanliness, relations with staff);

- questionnaires on the level of satisfaction with the services received, which are administered to guests and/or caregivers. The results are published on the Residence notice board and the website

(see attachments Customer Satisfaction Guests and Family members);

- the operators of the Residence are subject to monitoring of work climate satisfaction

7.5 COMMITMENTS AND IMPROVEMENT PROGRAMME

Commitments and programmes for improvement concerning current quality standards are defined by the Management, both in keeping with the company's orientation towards constant improvement of the services offered to Guests and for the periodic need to adapt to new requests coming from national and regional regulations, aimed at better protecting citizens. According to current legislation, the protection and participation of Guests are achieved through an effective information system on the services provided and the methods of access;

- surveying the level of satisfaction of users concerning the services received;

- the monitoring of perceived quality;

- suggestions to the Management to guarantee the constant adequacy of the facilities and services to the Guest's needs.

- the handling of complaints within 15 days of their submission with the application of Procedures for the handling of complaints by the persons in charge of the area concerned.

7.6 GUEST SAFETY

To guarantee the Guest absolute serenity during his or her stay, the Residence guarantees high safety standards regarding the different types of risk to which the resident may be subject.

For this reason, as part of a broader risk management system, specific procedures have been implemented, including :

1) Safety in the use of drugs 3) Prevention and management of falls

2) Control of skin lesions 4) Monitoring of adverse events and sentinel events

8 HOW TO REACH US

Villa Sabrina is located in Otricoli (Terni) along the SS3 Flaminia road to Rome, 8 Km from the Magliano Sabina exit of the A1 highway towards Terni. It is about 28 Km from Terni and 20 Km from Orte

15

ATTACHMENTS

TO

CHARTER OF SERVICES

- Mod. 83.02 DISSERVICE REPORT SHEET OR DISRUPTION IN THE SERVICE

- Form 82.04 GUEST AND/OR FAMILY SATISFACTION QUESTIONNAIRE

16

Form 83.02 Rev.1

Villa Sabrina

Protected Residence

Report of dissatisfaction or appreciation form

N° OF _________________

SERVICE DISSERVICE OR APPRECIATION REPORTING FORM :

Care Animation Medical

Cleaning Rehabilitation Nursing

Catering Other___________________________________

Cognome e nome:________________________________________________________________

Resident at _____________________________ at __________________________________

Tel.:_________________________ as ________________________________________

Signature of declarant ______________________

Reserved for the Office (which has 7 days to reply and verify the event and 15 days to resolve it)

Date _________________ Signature of service manager ______________________

Your suggestions will be a valuable help in improving our PR service.

To be reported: ____________________________________________________________________

___________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________

Suggestions: ___________________________________________________________________

_____________________________________________________________________________________________________________________________________________________________________________________________________________________________________________

Ways in which the problem was solved or the appreciation was addressed:______________________________________

________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________

17

GUEST AND/OR FAMILY CUSTOMER SATISFACTION

Dear Madam, Dear Sir

as part of our programme for the continuous improvement of the quality of our services, we have decided to systematically conduct a Customer Satisfaction survey of our facility.

In particular, we are interested in knowing the overall degree of appreciation of the facility, the care services and the professionalism of the doctors, nurses and operators; we are only asking you for a few minutes of your time to fill out the questionnaire, which, for your protection, will be anonymous and will not allow us to trace the person who filled it out. Your suggestions, together with those of other guests and family members, will help us to improve the services we offer, and we thank you in advance for your willingness to collaborate.

The questionnaire must be filled out directly by the guest and/or his/her family members; if you need help filling it out, please contact the facility director; a trusted operator; or your family members.

For each question/statement in the questionnaire, place an X next to the number that you consider adequate to express your level of satisfaction with the subject matter.

To make it easier for you to complete the questionnaire, please note that number 1 expresses the lowest level of satisfaction (very negative judgement) and number 4 is the highest level of satisfaction (very positive judgement).

VILLA SABRINA Mod.82.04 rev.3

GUEST AND/OR FAMILY SATISFACTION QUESTIONNAIRE

How long have you been a guest of the facility: o less than 6 months o between 6 months and 1 year o more than 1 year

ADMISSION AND RECEPTION Rating: 1 = very negative; 4 = very good

Clarity of information received for access

1

2

3

4

Courtesy in responses from the administration

1

2

3

4

Greeting at the entrance

1

2

3

4

HOTEL ASPECTS Rating: 1 = very bad; 4 = very good

CLEANLINESS

Room

1

2

3

4

Bathroom

1

2

3

4

Shared spaces

1

2

3

4

MEALS

Quality

1

2

3

4

Quantity

1

2

3

4

Choice of menu

1

2

3

4

COMFORT

Room

1

2

3

4

Common rooms

1

2

3

4

Furniture and Maintenance

1

2

3

4

DURING YOUR STAY Rating: 1 = very negative; 4 = very good

Willingness to listen and respond to your requests

1

2

3

4

Received adequate information about your state of health

1

2

3

4

Received information on examinations, care and treatment

1

2

3

4

Your confidentiality was respected

1

2

3

4

Suitability of the facility and equipment

1

2

3

4

Problem-solving skills

1

2

3

4

ASSISTANCE ACTIVITIES Rating: 1 = very negative; 4 = very good

How satisfied are you with the care activities of the OSS?

1

2

3

4

How satisfied are you with the nursing activities?

1

2

3

4

How satisfied are you with the medical activities?

1

2

3

4

How satisfied are you with the rehabilitation activities?

1

2

3

4

How satisfied are you with the animation activities?

1

2

3

4

How satisfied are you with your hospitalisation experience?

1

2

3

4

Would you recommend the facility to an acquaintance

1

2

3

4

What aspects of our service would you like to see improved or offered shortly?

_____________________________________________________________________________

Villa Sabrina srl

Strada Pareti 34 - 05030 Otricoli (Tr)

c.f. and VAT Reg No. 01238360554

Tel. +39 0744 709073