A Guide to Hospital Admission
Overview
If you want to schedule an appointment with us, look for a consultation, or want more information about our admission services, this page answers your questions and you will be aware of everything from your first visit to post-treatment care. To get more information about certain section, Use the navigation bar on the left
Important information for patients
As our commitment is to provide state of the art patient care, Hassabo International Hospital’s aim is to make its patients fully aware of all parts of their treatments. Hence, our policy is that all services such as tests and procedures are charged separately.
So kindly know that in case of Outpatients Department services such as blood tests, scans, and x-rays, the costs of these tests or procedures that are carried out at the hospital in response to your doctor’s request are additional to your consultation fee, so you will find them as separate charges in your bill. Don’t hesitate to speak to the reseptionist if you want to know whether a test or procedure will cost you a new charge.
If you are insured, please check with your insurance agency before any tests or procedures are done.
To make informed decisions about your treatment plan, it is better to have a discussion with the patients accounting department to be fully aware of the charges.
Don’t hesitate to ask the medical staff any question before procedures are done.
International patients
At Hassabo International Hospital, we realize that making our patients feel comfortable is vital to provide quality care. So we ensure providing superior healthcare service for patients from all over the world.
HIH International staff commitment is to:
- Provide what you need
- Make the environment as comfortable as possible.
- Make you feel relaxed at Hassabo International Hospital.
The service starts once we receive your medical report and pass it to the specialized consultant to plan the management. This provides both you and your sponsor with more details concerning the procedure or medications required.
In addition, to satisfy certain cultural needs we provide:
- Exceptional menus
- Foreign language TV
- Translation services.
In addition, don’t worry about transportation; as HIH expert International staff facilitates the visitation of the international patients to our clinics including helping transport to and from the hospital and also arranging it to and from the airport. It also includes the transportation of the visitors and patients’ relatives
WE’RE ALWAYS HAPPY TO HELP
For more information about Hassabo International Hospital’s International Services, kindly call the Director of International Business Development, on:
Tel: 010141144350 / 01014144680 / 01000455231
Email: int.patient@hih.com.eg
About Your Stay
Hassabo International Hospital offers variety of choices for patient rooms and beds. We strive to provide the type of room that best suits your needs. In case a desired room is not available, you will be offered the best alternative.
Your Room
The hospital has various in-patient bedrooms, Standard in-patient rooms are single, with air conditioning and ensuite bathroom facilities, including a shower
Each bedroom has a TV, satellite channels, radio, a direct dial telephone, a fridge and a Nurse Call system. We can arrange daily newspapers, books and a number of business services. We are happy to discuss your individual needs prior to admission, so that everything is in place when you arrive
- Semi-private rooms
Each room accommodates 2-3 patients. Rooms are provided with special beds that feature control options to offer various reclining positions according to the patient’s need. In addition, rooms include televisions, a telephone and separate couches. - Private room
These are rooms with single beds including a television. Private rooms include a telephone, refrigerator, couch and a wardrobe. These rooms also have private bathrooms. Accommodation is provided for the patient’s attendant upon request. - Deluxe Room
The Deluxe Room is larger in size and is provided with a different interior. It has all other facilities of a single room including smart LED screens and free Wi-Fi access. - Suite
Suite rooms ensure highest comfort to the patient. Each suite features the same facilities provided in a Deluxe Room in addition to different interior and special reclining beds to guarantee best patient comfort.
Hospital Identification
Do What it Takes to Start, To Have a Healthy Heart
The identity band is a band that you wear throughout your stay at the hospital. Wearing it is essential to get quality care. In addition to that, your identity band has your accurate details which enable the staff to identify you accurately, so you are given the care that you deserve.
So, to ensure your safety, once you are admitted, you will be informed that you have to wear your identity band throughout your stay with us. Then a member of the team will give you your identity band to wear it.
There are also red identity bands which patients with allergy should wear. This makes the staff fully conscious that you have an allergy.
A staff member will review your details on the band, including the spelling of your name and birth date before putting it on you. And to ensure accuracy, regularly a staff member will review your personal details on the band before carrying out any procedure. In addition, you may be asked about your name and birth date on different occasions to ensure that you get the correct care.
How can you help?
Your role is to make sure that the band has your personal information before wearing it. Please check it carefully, as this data is vital to ensure that we provide you with the appropriate care. So if the data is misleading, please inform your nurse immediately.
If you are not given a wristband or your band is lost, please ask your nurse to give you one.
Health & Safety
Health and Safety Warning: Electronic Cigarettes
To avoid fire risks, Hassabo International Hospital policy does not allow electronic cigarettes utilization in any area of the premises of the hospital. This is to ensure certain safety measures, as some cases of fire have been reported due to charging of these devices. The vapor also sets off the fire alarms in the building. If you have any questions, don’t hesitate to contact us via email or address any staff member upon your admission to the hospital.
Catering
Your physician may order some tests as listed below:
Our Chefs provides an excellent service by offering freshly cooked and hot meals every day that are prepared in the hospital with various types of meals included in the menu to satisfy all tastes. Don’t hesitate to speak to any of catering Team members if you have any special needs about the food or in case of special dietary requirements.
Entertainment
- In-room Entertainment
Different Entertainment means will be available for you to enjoy in your room such as TV and radio, which include international stations. - Wi-Fi
Wi-Fi access are free and available over the hospital. Just go to your Wi-Fi settings and look for HIH-Guest to connect
Fixed Price treatment for Self-Pay customers
Hassabo International Hospital provides wide range of treatments and procedures to meet all the needs of our patients. In addition, our treatments and procedures have a fixed price to help make the most utilized treatments more available. In other words, there will be no unexpected bills unless you will stay for a prolonged period due to clinical reasons.
The fees of your admission cover:
- Pre-operative assessment
- Hospital fees (catering, nursing, accommodation),
- Surgeons fees
- Anaesthetist fees
- Physio throughout your stay
- Changes, and stitches
- Follow-up consultation.
Sometimes, we can’t offer a fixed price for your treatment, Hassabo International Hospital will offer you an alternative price package. So you can still access quality care without any delay.
Important information about your appointment
Initial Appointment
- You will be referred to the Outpatients Department On the day of your appointment. Kindly arrive 10 minutes early for registration and to confirm your own personal details.
Information required for registration:
- If you are self-paying patient, payment must be made in full upon your consultation day.
- If you are insured, we need the insurance details including policy and pre-authorisation no.
- If you are referred, we need the name and address of GP/Primary doctor who referred you.
- Please bring all the reports related to your medical history including any scans or x-rays with you.
- You will be given your patient card with a special number on it after registration.
Follow-Up Appointment
If you want to schedule follow-up appointments, please contact the call center.
- Don’t forget to bring old X-rays and scans if your consultant requested any of them.
- It is necessary to mention your hospital number while calling the hospital for any inquiries.
- Your patient card will be required on every appointment.
- If you are insured, a new pre-authorisation number is required for every appointment from your insurance agency (if available).
Day Surgery
Thanks to our expert staff at Hassabo International Hospital Day Surgery Unit, we are always available to listen to your concerns and answer your questions. Our pride is the positive patient feedback and the satisfactory results obtained from the customer survey feedback forms. It gives us pride to do our best to provide satisfactory services. We always strive to be the best.
About Your Surgery
You will get counselling with your doctor about your surgery and treatments before your admission date. If you want more information on the best way to prepare for the surgery, please address your doctor in advance.
What to bring with you?
- Please leave your valuables at home.
- A dressing gown and slippers to be used while walking to the theatres (the hospital will provide you with in case you do not bring yours).
- Please bring all your medications (discuss with your doctor before your admission if any should be taken in the morning of your surgical procedure.
During Surgery
Each surgery is different because each patient is different, so please before signing the consent form, ask your surgeon and anaesthetist about your surgery details. Signing the consent form means you agree for the surgery to be carried out. But don’t worry, your care is our top priority. Hassabo International Hospital has an expert team of doctors and nurses who will be responsible for your continuous care during your stay at the hospital.
After Your Surgery
The type of your surgery, anaesthesia and sedation determines the period that you will stay in the hospital. If you have any related questions, don’t hesitate to discuss with your allocated specialist.
Before your discharge, we will:
- Tell you how to manage your pain.
- Schedule your follow up appointments.
- We will show you the tips required to care for your stitches/wounds.
- Give you a written discharge summary in respect with the procedure and a copy to be sent to your GP/ Primary Physician.
Consultants will determine when you can leave the hospital. Your discharge is enabled once you have fulfilled the discharge criteria. In addition, to ensure your safety, you have to arrange for a responsible adult to accompany you back home. If you haven’t arranged for that, please tell the nursing staff before your surgery.
Please contact the Day Surgery Unit for more information. Also to be totally supported, we will give you the contact details of the surgical specialist in charge to contact him/her if you have any questions or concern.
It is important to arrange:
- A responsible adult to accompany you to a home.
- Someone to stay with you overnight after your surgery.
- A caregiver for your children (if applicable)
Our Day Surgery Unit is open 24 hours a days 7 days a week
Day Surgery Hotline: 01142728383
Or via the e-mail address: reservations@hih.com.eg
Please contact reservations or your doctor’s secretary if you cannot keep your appointment to rearrange a new one.
Outpatient Online registration
Online registration
To ease the registration process, you can register online to save your time when you arrive at the hospital.
Online registration enables us not to waste time filling the registration form manually. On arrival, please check your details carefully and sign to confirm and agree to HIH’s terms.
The information you will need to complete your registration:
- Payment details – if you are insured, you should provide membership or policy number and pre-authorisation number.
- Your hospital number – this is prefixed with ‘X’; though, this is if you are a regular visitor to the hospital.
- Date and time of appointment.
Please arrive 15 minutes early to the hospital before your appointment to enable us to handle your registration perfectly.
It may be difficult to handle your registration if it is done after 6 pm for an appointment earlier than 9 am the following day, and you will be required to finish the necessary paperwork on arrival.
Your signature is important on arrival to confirm your details and to agree to HIH’s terms.
INPATIENT PRE-ASSESMENT
Patient pre-assessment
Pre-assessment is done if you are coming into the hospital for an operation or procedure. You will be requested to fill out the pre assessment form before your procedure. It may be done via an online questionnaire, or it may be an appointment with a nurse or a doctor. This is done to obtain your previous medical history, the medicines you are taking, and to know your travel plans on the day of the surgical procedure.
The benefits:
- The health check is designed to pick-up any potential risks and to ensure you are on top of your health.
- It aims at making your admission process as smooth and comfortable as possible
- It helps us discover and handle any concerns or issues before your admission to the hospital.
You can Complete your assessment:
- online
It takes only 10 minutes to fulfil the online pre-assessment - via the Pre-Assessment Team
We have a Pre-Assessment Team who are ready to answer any questions. One of the Pre-Assessment Team can call you to help, if you wish, while filling up the online. - In the Hospital
Also you can schedule an appointment with the Pre-Assessment Clinic to fill up your pre-assessment form in the hospital with a member of the medical staff.
Pre-assessment tests
- Blood tests (as requested).
- all tests required by your doctor.
To make it easier and more comfortable. These tests can be carried out at our outpatient department on the most suitable time for you.
For any questions on pre-assessment tests or to speak with a doctor, please call the nurse in charge.
Or via email preassessment@hih.com.eg
SELF PAY PATIENTS
We aim at making your payment process as smooth as possible; so now you can access high-quality consultant-delivered care with our wide range of self-pay hospital procedure prices. We are proud to offer these self-pay options to our patients.
Our guide price covers more than 500 of our procedures: All self-pay hospital procedure prices including
- Theatre costs for the procedure (s).
- Accommodation and nursing care.
- Routinely utilized medications, consumables required during your stay, dressings, patient meals, and beverages.
Please note that all professional fees you pay for separately in your bill. in other words, they are additional to your hospital costs. To know these costs you should contact your doctor’s office. There is a list of our doctors here.
You need to schedule an appointment to be able to meet one of our consultants. If your doctor advises you to have a surgery, the hospital can provide you with all the details regarding fees once they have full information about it.
To ensure an accurate estimate, a procedure code and the period of your stay are required.
Once a reservation is made, our Reservations department team will pass all related information to the self-pay department, who will contact you with the details of how much your hospital procedure costs.
Costs of the Self-pay hospital procedures are estimated by the hospital, although if the prices are not available at any occasion, we will strive to offer an appropriate alternative.
If you have any questions, don’t hesitate to call the self-pay team on 01117303336
Or kindly send any self-pay related questions to selfpay@hih.com.eg
Insured patients
- If you are insured, please contact your insurance agency before admission.
- Sometimes, we require a letter of guarantee from your insurance agency confirming they are covering the charges.
- We usually require a referral letter from your GP/Primary doctor.
For help, advice or more information, please call patients accounting department on 01117303336
Alternatively, via the e-mail address preadmissions@hih.com.eg
If you have any questions or concerns regarding your insurance, don’t hesitate to call the patients accounting department. They will be pleased to give you all the information you need, and additionally an unbiased opinion about the most suitable consultant to see for your condition at Hassabo International Hospital.
FREQUENTLY ASKED QUESTIONS
If you are referred to the hospital from your primary physician and want to schedule an appointment with a specific consultant at Hassabo International Hospital, please call our outpatient department call centre. Alternatively, if there is no specific doctor on your mind, please call our outpatient office on 23520003-23520008-23521002-23521006-23521007-23520040 – 01006625687
Or alternatively via email address of the outpatient department: outpatientdepartment@hih.com.eg
If you are coming only for a consultation, the charge for the consultation will be at the outpatient department cashiers desk directly. If you want to undertake any tests at the hospital, you will pay for it separately. Please contact the self-pay team before your appointment to know the hospital costs for any tests you may require.
Self-funding outpatient appointments are required to be paid before or on the day of your appointment.
But if you are insured, please visit the section ‘What if I am insured?’ below for more information.
The total fees of treatment should be paid prior to or on admission. Please contact the cashier’s department to pay your bill on 01117303336 –
Or via email address selfpay@hih.com.eg
Available Payment options are bank transfer, cash or credit/ debit card.
Also if you want to pay via bank transfer, the fees must be cleared and be showing on your hospital account prior to your admission. But if your admission is imminent, you must show a proof of your transfer, in English, on your admission. Unfortunately, your admission will be delayed if you are unable to provide a proof.
To make a secure payment online, please click here.
If you are insured, please don’t forget to contact your insurance agency before admission. Referral letter / Policy number and a claim number are required to be able to undertake the treatment.
Sometimes, we require a letter of guarantee from your insurance agency confirming they are covering the charges. It is necessary that you ensure that your insurance agency cover the treatment before undertaking it. Full insurance details are required by the registration staff in the hospital at or before admission for direct settlement. While the hospital will invoice your insurer directly, you are responsible to confirm that claims are processed promptly. Should guarantors, insurers or sponsors decline or postpone payment, you will be invoiced for direct settlement.
in case that a third party will cover your treatment fees, for instance, your manager, solicitor or trust then we either require payment beforehand or confirmation of financial cover of the treatments approving the treatment.
On the other hand, if you are self-pay patient, but claiming back from a third party, please contact the Self Pay Team who will provide you a cost estimate. After your discharge, we will issue a detailed bill.
You will get the extras bill after discharge if your insurance policy does not cover all hospital costs. Items that are usually not covered by an insurance agency: take-home medicines, splints, phone charges, daily newspapers, visitor meals, crutches, braces and anything not considered substantial during your stay.
Insured patients
- If you are insured, please contact your insurance agency before admission.
- Sometimes, we require a letter of guarantee from your insurance agency confirming they are covering the charges.
- We usually require a referral letter from your GP/Primary doctor.
For help, advice or more information, please call patients accounting department on 01117303336
Alternatively, via the e-mail address preadmissions@hih.com.eg
If you have any questions or concerns regarding your insurance, don’t hesitate to call the patients accounting department. They will be pleased to give you all the information you need, and additionally an unbiased opinion about the most suitable consultant to see for your condition at Hassabo International Hospital.
Comments & Complaints
We look forward for our patients’ feedback as it helps us make the needed adjustments to provide our patients the service they deserve. Your feedback is crucial for us; it enables us to improve the quality of our service. We hope you to keep in contact with us after visiting Hassabo International Hospital to provide us with your feedback. You can leave your feedback right here patientfeedback@hih.com.eg
You are our top priority; we strive to make your experience a positive one. If you are not satisfied, we urge you to let us know why and what we can do to enhance our services. We value your time to share your thoughts and feedback.
Your feedback, whether it is positive or negative, is essential to enhance the services we offer. We have a devoted Patient Experience Manager that is ready to discuss any concerns and he is pleased to listen to your compliments too. Please ask the staff on how to contact the Patient Experience Manager. Another way of obtaining your feedback is our Patient Satisfaction Questionnaires, which are available in all the rooms in the hospital and you can ask the nurse on the ward for one. Every Questionnaire is read and recorded, with a proper action taken. Manager of each clinical department is also ready to help at any time.
Our Hospital management team handle these complaints directly, you can send your complaint written or via email. Contact the hospital’s administrative manager, Hassabo International Hospital, 6 Ahmed Fakhry road, Nasr city, Cairo. Or email Complaints@hih.com.eg, marking your email for the attention of the Hospitals administrative manager or the Patient Experience Manager. For further information, do not hesitate to download our Patient Complaints Booklet.
Complaints policy
Hassabo International Hospital’s commitment is to ensure providing high-quality customer service and proper medical care. In addition, our employees are fully prepared to respond quickly to complaints and do their best to rectify any newly raised issues as soon as possible in order to improve our services. As we know, improvement is vital; we do listen by heart to your complaints and solve them once received. We also desperately search for the underlying causes so that we can eliminate the problem radically to reach the satisfaction of our patients. Not to mention that we consider feedback taken from the patients.
Kindly see our guidelines below on how to make a formal complaint.
Complaints procedure
Hassabo International Hospital’s commitment is to ensure providing high-quality customer service and proper medical care. In addition, our employees are fully prepared to respond quickly to complaints and do their best to rectify any newly raised issues as soon as possible in order to improve our services
- The complaints full policy is made available to patients, their relatives when they first raise concerns about the service provided.
- We strive to respond as early as possible at all stages:
The hospital management team will contact you, where there are delays and the investigation is still underway, a member of the customer service department will call clarifying the cause behind the delay to the patient. Hassabo International Hospital has a 3-stage process for handling complaints:- Stage 1: Local Resolution (Hospital’s Management Team and Patient service manager) If your complaint is written, the Patient service manager will receive a receipt. Meticulous search in the circumstances and facts involved in the complaint will be reviewed. As soon as the complaint is fully investigated, you will receive a reply at the earliest possible date. If the reply seems to take longer, the patient service manager will inform you.
- Stage 2: Internal Appeal (General Manager) if you are not satisfied about the outcome of handling your complaint, you can ask for an internal appeal or contact the hospital manager directly. You should write the internal appeal after the date of the final written response from the Patient service manager of the Hospital.
- Stage 3: Independent external Adjudication by the Chief Operating Officer. If you are not satisfied with the decision of the Administrative manager and the internal appeal, you can refer the complaint to the Chief Operating Officer. You should contact the COO Secretariat who is based at Hassabo International Hospital, 6 Ahmed Fakhry road, Nasr city, Cairo, within a month of the final decision of the hospital’s internal review.
Customer Service Hotline: 01014144350
Tel : 23520003-23520008- 23521002-23521006-23521007-23520040 -01006625687
Alternatively, via the e-mail address audit.committee@hih.com.eg