At Galenia Hospital, the satisfaction of our customers is our main priority. Therefore, we require our patients to comply with the following on the day of their admission:
- On the day of your surgery, please go to the Admissions Department two hours prior to the procedure to complete your pre-registration process.
- Your attending physician will make sure to book an operating room (OR) after you have both agreed on the time at which the surgery will take place.
- It is important that both the patient and their trusted relative bring an ID and sign the admission documents, giving Galenia Hospital informed consent to provide medical treatment to the patient.
- During your registration, you must hand-in all medical test results needed for the surgery or procedure.
- Galenia Hospital requires a MXN$50,000 deposit upon hospitalization, and MXN$80,000 as a surgery deposit. Services such as intensive care or neurological surgeries require additional deposits.
- If the patient purchased a maternity package, or any other surgical package, it must be paid in full prior to the patient’s admission to the hospital. This, however, only applies if the patient does not have health insurance.
We urge patients with health insurance who have been admitted to the emergency room to comply with the following:
- Presenting their insurance card.
- Bringing a photo ID.
- Providing all information needed by the emergency physician.
- Paying the corresponding deposit.
- Galenia Hospital will inform the insurance company of the policyholder’s situation, and will await their response for, at least, 24 hours. The resolution will then be notified to the patient in the form of an Authorization or Rejection Letter.
- The policyholder or beneficiary should also await their response. If there is no response by the insurance company within the aforementioned timeframe, the policyholder should contact their insurance advisor directly.
Galenia Hospital is committed to providing its patients with clear, complete, and accurate information on the state of their health, which is why we have established the following recommendations and policies:
- The attending physician is the only person authorized to discuss the patient’s health with them or their relatives.
- Relatives are strongly advised to stay in the room (if one has been assigned) while the patient is in surgery. The doctor will update them regularly.
- To avoid disturbing or upsetting other patients, alcoholic beverages, as well as celebrations in hospital rooms, are strictly prohibited.
- Each room has one sofa to allow for only one relative to stay the night with the patient.
Galenia Hospital cares for the health, wellbeing, and safety of its patients, therefore requiring any visitors, be them relatives or friends, to comply with the following:
- Patient visits: A maximum of two people may remain in the patient’s room at once. The visit hours are from 10:00 a.m. to 8:00 p.m. and access to children under 12 years of age is restricted for their safety.
- Overnight stays: Only one relative or friend may stay overnight in the room with the patient.
- Noise: To avoid disturbing other patients, visitors are required to maintain silence in rooms and/or halls.
Amazonia S.A. de C.V. reserves the right to issue a refund or approve the cancellation of a service as it is determined on a case-by-case basis. If allowed, the process will be subject to the following guidelines:
The administrative process takes 7 to 10 business days following the patient’s request, and considers the following criteria:
- Refunds of less than MXN$2000 can be made in cash.
- Refunds of more than MXN$2000 will be made by cheque or bank transfer. In the case of the latter, the customer must show an ID of the cardholder, as well as a copy of their bank statement for the current month.
Penalties may apply to:
- Services paid in advance and not performed due to patient-related factors or circumstances.
- Services paid in advance and not performed due to the patient’s unpreparedness.
Penalty payments according to the selected payment method:
- Payments with Visa and/or Mastercard – 3% of the total bill.
- Payments with American Express – 5% of the total bill.
- Cash payments – Penalty-free
