Patients’ Frequently Asked Questions
Are children allowed at the hospital?
For their safety, children under the age of 12 are not allowed as visitors in the hospital.
Are cell phones allowed in the hospital?
Cell phones are allowed in the hospital, except in places where medical equipment could be affected (operating rooms, intensive care
Do you have translators in your hospital?
We have no interpreters at the hospital, but generally our staff speaks 3 languages: Arabic, French and English.
Where can I find a map of the hospital?
There is a road map on the hospital’s website containing all the necessary information and benchmarks.
How much does it cost to park and where can I park?
There are several car parks near the hospital. Parking cost varies between LL. 2000 and LL. 3000 per day.
What are the visiting times?
The General Care Services are open from 10 am till 1pm and from 4 pm till 7 pm (a maximum of 2 visitors at a time). The Intensive Care Services are open from 12.30 pm till 1 pm and from 5 pm till 5.30 pm (1 visitor at a time)
What gifts can I bring to the hospital?
You can offer small gifts or flowers. Gifts are allowed on all units but have to be removed during the night. Flowers are not allowed in special care units.
Where can I smoke on the hospital grounds?
It is strictly forbidden to smoke in the premises of the hospital.You can only smoke in the garden or in the outdoor area of the cafeteria.
How do I make a donation to your hospital?
To make a donation, you are kindly requested to contact our general manager’s office. We thank you in advance for your donations because they are important sources of support for us, as they help provide funding for a wide range of programs for our patients. They also help make possible the promotion of our medical services and the technical platform. Always ask for a receipt.
How do I find the telephone number of a department?
You can contact the hospital switchboard on (0). Our operators will transfer you to the required service or department. Our staff is at your disposal for any information. You can also visit the hospital’s website. All extensions of services and departments are listed under “Contact Us”.
What should I do and whom should I contact in case of emergency?
You should contact the hospital switchboard on (0). Your call will be transferred to the Emergency Department, or dial 8160/8161
Are there any technological developments or other innovations?
Of course, this is part of the hospital’s policy: promotion of medical services, renovation of premises, equipment… Innovation and development never stops. Check our website regularly to find out about our latest medical news.
I am interested in helping out at the hospital. How do I go about it?
We welcome any contributions from individual and corporate donors who wish to participate in extending our services or to help patients. Please feel free to call General Managers ‘office during office hours for assistance. You may wish to email us at info@hndlhospital.Com or email@example.com.
Should I contact my insurance company before coming to the hospital?
You can either inform the insurance company or apply directly to the Admissions Service which will take care of the procedure.
Why do I have to provide my insurance information every time I go to hospital?
It is necessary to provide information on your hospital coverage whenever you are hospitalized, in case there are any changes. Unless you hold the hospital’s loyalty card, personal information is also requested every time to ensure that it’s the same person who is hospitalized.
What is the Fidelity Card?
The Fidelity Card eliminates the need to repeat the same information required for your hospitalization or for examinations done externally. Moreover, the holder of the Fidelity Card enjoys a variety of benefits. For more information, please contact the external department (8438).
Does the hospital own an ambulance?
Yes, a fully equipped ambulance is ready to serve you 24/7. Call the Emergency Department (ext. 8161) if you need any assistance.
What should I bring with me?
You must bring with you any medical records or exam reports you have related to your pain, medications you are currently taking, and any information you have related to your health insurance coverage.
What should I expect during my first visit?
You will be asked to complete a questionnaire about your medical history. Then you will be examined and diagnosed. A treatment plan will be developed by your treating doctor.
When is the doctors visit?
Doctors usually visit their patients every morning and whenever necessary. Ask your treating doctor for more details.
When will I have tests?
Exams are generally performed in the morning and whenever needed.
When are meals served?
Meals are served at the following times: 7.30 am, 12 noon, and 6 pm.
How do I arrange interpreter services for people in my family who do not speak Arabic?
Please send your request to the Head of the Care Unit where you are hospitalized. She will give you all the information you need.
Can I wear my own pajamas?
You may wear your own pajamas, but in some cases where there are many tests to be conducted or in the case of connected electrodes, it is best to put on a hospital gown. Some treatments and procedures require hospital gowns.
Can a family member spend the night with me?
Yes, only for patients of first class. One person can stay for the night.
How can my family and friends call me?
They must call the hospital number (09.644644) and dial (0) for assistance or directly dial the room number.
How do I make a long-distance telephone call?
Dial “0” for the switchboard to assist you. Please inquire about the tarif. The charges will appear on your hospital bill.
What if I want a second medical opinion?
Second opinions are not uncommon. Discuss your desire for another medical opinion with your doctor or ask your nurse to help you with this.
Why can’t I use my own medications when I am in the hospital?
Our Pharmacy is committed to making sure patients use prescription drugs safely. When you bring medication from home, we don’t know if the drug has been properly stored or is otherwise safe. To make sure our patients receive medication in the exact dosage needed, they are given only those medications ordered by their doctor from the hospital Pharmacy.
How can I communicate my complaints?
You can address your complaints to the General Management or to the Quality Department. There are complaint boxes in all the departments where you can address your comments.
Whom can I contact for any additional questions I have?
If you have any questions about your health, it is better to contact your doctor. The Head of the Care Unit where you are hospitalized may also help you.
What about privacy and confidentiality?
Staff and doctors are bound by professional secrecy.It is our duty to maintain the highest level of confidentiality regarding your health.
When is the normal time of discharge?
As soon as your doctor gives you authorization to leave the hospital, the billing service will issue your hospitalization bill and give you the clearance receipt between 10am and 1 pm. After 1pm, an extra day will be charged.
If I go home late, will I be charged for an extra day?
This depends on the reason for the delay. No extra charges will be made on the day of discharge if the patient leaves before 1pm.
What do I do if I have questions about my invoice?
The billing manager is at your disposal to provide you with the necessary explanations regarding your hospital invoice.
Will I be asked to make a down payment when I come to hospital? Is a deposit required?
A deposit is normally required at the time of the patient’s admission to cover his estimated hospital bill. The amount varies, depending on the case and the ward class chosen.
How do I dispute an error in my bill?
The billing manager is at your disposal to provide you with the necessary explanations regarding your hospital bill.
What form of payment do you accept?
Our hospital accepts cash, check, money orders, Visa, MasterCard…
How will I know if my insurance company will pay my bill?
The insurance coverage depends on the admission state: whether via ER, or admissions office. The insurance company is notified upon admission and in turn it informs the hospital about your medical coverage. You will be notified in case your medical coverage is declined.
What costs will my insurance company cover?
Each and every insurance company has its own policy, taking into account the case. The total amount to be covered will depend on the contract issued between you and the company.
What does my insurance cover?
You must be well informed of the details of your health insurance. Your insurance may not cover certain procedures or it may have special requirements or restrictions.
Does the hospital bill include my physician’s fees?
Yes, the hospital bill includes not only the stay, medication, examinations carried out, but also doctors’ fees, and other fees.
Why didn’t my insurance pay?
If the insurance company has not paid your bill, it probably means that there are restrictions in the insurance policy you contracted. In any case, you should contact the insurance company for such enquiries.
Can I choose my class of ward?
You can choose which class you want to be hospitalized, knowing that the rates differ especially if it’s at your own expense. If your hospital cover states the class of your hospitalization, and you want to be admitted in a higher class, you will settle the difference between the charges.
How much will my hospital stay cost?
It depends on the reason of your hospitalization. However, no definitive amount can be estimated due to unforeseen health issues. But you can contact the billing department for further information.
What happens when I/a patient is ready to be discharged from hospital?
The patient or any other person on his behalf must go to the Internal Billing Department to get the clearance receipt.
Who do I send thank-you /compliments letters to?
You are requested to send your letters to the General Manager‘s office which will forward them to the department involved, or you can drop them in any of the complaints boxes in the hospital.
How and where do I get the medication I’ll need when I’m discharged?
When signing your clearance receipt, your physician issues an accurate medication list with all necessary details related to your disease. The nurse in charge will give it to you. The medication can be bought in any pharmacy.
Can I have a copy of my medical file?
At the end of your stay, you will receive all your test results and a prescription of the treatment. A copy of your medical record may be given to you upon specific request and after the authorization of your treating doctor.
How do I set up an appointment in the external clinic department? Or how do I go about cancelling or rearranging an appointment?
You must dial (0). The switchboard will transfer your call to the appropriate service. You can also dial one of these extensions 8588 / 8121 / 8222.
How do I get a job at the hospital?
You must apply for employment in the Department of Human Resources which will give you an answer or meet you at the earliest. You can also send the application by email (firstname.lastname@example.org), by fax (09.831630), or apply through the hospital website.
Do you have internship opportunities?
Yes, the hospital receives medical students (local and international) to undergo training in different specialties. Students must send their request to the Medical Management or by mail to email@example.com.
Do I need to apply separately for each position I’m interested in?
No, one application is sufficient, where you mention the alternatives.
Do you have volunteer opportunities?
Yes, this depends on your application. You must contact the Department of Human Resources (firstname.lastname@example.org) or the General Management (email@example.com).