Instructions for hospitalization

Greek legislation (Article 47, Law 2071/1992) safeguards the individual rights of citizens during hospitalization. According to this framework, every patient is entitled to the following:

2. Access to appropriate care: Every patient has the right to access hospital services that are most suitable to the nature of their condition.
3. Respect and dignified treatment: Every patient is entitled to receive care with full respect for their human dignity. This includes not only medical and nursing services but also paramedical support, appropriate accommodation, respectful treatment, and effective administrative and technical assistance.
4. Informed consent: Patients have the right to consent to or refuse any diagnostic or therapeutic procedure. In cases where a patient is partially or fully mentally incapacitated, this right is exercised by a legally authorized representative.
5. Right to information: Patients are entitled to be fully informed about their medical condition. Their well-being depends on the accuracy and completeness of the information provided. This knowledge should enable patients to understand the medical, social, and financial aspects of their condition and to make, or participate in making, informed decisions that may impact their future.
6. Special procedures and research participation: Patients or their legal representatives have the right to be fully informed in advance about any risks associated with experimental or unusual diagnostic or therapeutic procedures. These can only be performed with explicit, informed consent, which may be withdrawn at any time. Patients must feel completely free in deciding whether or not to participate in any research or educational activity.
7. Privacy and confidentiality: Patients have the right, to the extent possible, to the protection of their privacy. The confidentiality of their personal information, medical records, and findings must be strictly upheld.
8. Respect for beliefs: Patients are entitled to respect for their religious and ideological beliefs.
9. Right to submit complaints: Patients have the right to formally submit complaints or objections and to be fully informed about any actions taken and the outcomes.

The regulations of Metropolitan Hospital, outlined throughout this Guide, are in place to ensure your safety. We kindly ask that you follow them and encourage your companions or relatives to do the same. Our staff is committed to providing you with the highest standard of care. Your cooperation is essential to this effort, and we kindly ask you to:

• Provide accurate and complete information about your identity, medical history, previous hospitalizations, current or past medications and supplements, and any health concerns you may have. Please inform the medical and nursing staff of any changes in your condition.
• Work collaboratively with our staff and take an active role in planning your treatment, both during your stay and after your discharge from the Clinic.
• Follow the treatment plans recommended by your attending physician and the healthcare professionals working under their guidance. If anything is unclear, or if you do not fully understand your treatment plan or the medical instructions provided, please ask the medical or nursing staff for clarification.
• Cooperate with the appropriate departments regarding the financial aspects of your care. Inform us promptly of any difficulties you may have in meeting your financial obligations.
• Show consideration and respect towards other patients and all members of the healthcare team.
• Respect visiting hours to help maintain a calm and restful environment for all patients. Speak in a low voice, set mobile phones to silent, and encourage your visitors to do the same.
• Respect the hospital environment by helping to keep it clean and using equipment and facilities appropriately and responsibly.

• All information recorded in a patient’s medical file including health history, current condition, and treatment progress is classified as Sensitive Personal Data. These records are treated as strictly confidential by all staff members of the Clinic, without exception.
• Our medical, nursing, and administrative teams are committed to serving you promptly, effectively, and with the highest level of safety and respect.
• In addition to providing quality healthcare, we are dedicated to protecting, promoting, and upholding your rights as a patient. We also encourage you to share any personal, religious, spiritual, cultural, or other beliefs and needs. We will respect them and do our best to accommodate them.
• The information you share with us is confidential. Our aim is to protect your privacy, which is why we avoid discussing your condition in the presence of third parties unless you instruct us otherwise. 
• For any questions or updates, please contact your attending physician or the nursing staff on your floor. Medical information is provided exclusively by the treating doctor.

At Metropolitan Hospital, your care and well-being begin with our commitment to your safety.

Safe environment

Metropolitan Hospital is dedicated to providing a safe environment for patients, their families, staff, visitors, and the broader community. To this end, a comprehensive Risk Management and Emergency Response Plan has been developed and implemented. All staff are trained in emergency procedures and participate in regular drills on an annual basis.

• If you hear an overhead announcement related to your unit or floor, remain calm and follow the instructions of hospital staff.
• Locate and consult the nearest evacuation route map, posted on every floor of Metropolitan Hospital.
• Familiarize yourself with the evacuation route map posted on the inside of your room door.
• Emergency exits are clearly marked. In case of fire or earthquake, do not use the elevators.
• Each hospital unit is equipped with automated fire safety systems, which activate in the event of smoke or fire detection.
• In the event of an evacuation of your unit or floor, leave all personal belongings in your room and follow the instructions of hospital personnel, who will escort you to a designated safe assembly area, depending on the nature of the emergency.

Patient identification

Upon admission, you will be issued a laminated paper wristband containing your personal information (full name and date of birth). Please ensure that the information on the wristband is accurate.

You must wear the wristband at all times during your stay at Metropolitan Hospital. If it becomes damaged or is removed for any reason, please inform the nursing staff immediately so that a replacement can be provided.

Repeated verification of your details (full name and date of birth) by Metropolitan Hospital staff is a key part of our patient safety protocol, and your cooperation is essential.

These frequent identification checks help ensure that the care team performs procedures and tasks accurately and safely on your behalf.

Medication

Please bring with you, or be prepared to provide, a complete list of all medications you are currently taking. This information is essential to ensure safe and effective treatment. Inform your doctor of any over-the-counter medications, homeopathic remedies, herbal supplements, or other products you have taken in the past three months, are currently taking, or have recently stopped.

During your hospital stay, your physician will prescribe any necessary medication, which will be administered by the nursing staff. Metropolitan Hospital follows a Unit-Dose billing system, meaning you will only be charged for the exact doses of medication you receive while in the clinic.

Please inform the medical and nursing team if you have any known allergies - including to medications, foods, or latex - or if you have ever experienced an allergic reaction to any substance.

To ensure the safe use of medication, please follow these guidelines:

• Know which medications you are taking, why you are taking them, and how they should be taken.
• Be able to recognize the shape, size, and color of your medications,
• Examine your medications carefully before taking them. If you do not recognize a medication, ask your doctor or nurse before using it,
• Always carry a complete list of your current medications with you,
• Follow your doctor’s instructions carefully, and don’t hesitate to ask questions about anything that concerns you.

Infection Prevention and Control Program

At Metropolitan Hospital, we implement a comprehensive Infection Prevention and Control Program, aligned with international standards, to manage hospital-acquired infections as well as community-related infections.

As a patient, there are specific actions you can take to reduce the risk of infection during your stay:

• Hand hygiene is the most effective way to prevent the spread of germs and infections both inside and outside the hospital. It is extremely important to wash your hands before and after using the bathroom.
• Depending on the procedure or treatment you will undergo, you may be asked to bathe with antiseptic soap to reduce the risk of infection.
• Ask your friends, family, and visitors who show signs of illness (such as coughing, sneezing, fever, diarrhea, or contagious diseases) not to visit you while you are hospitalized.
• Do not sit on other patients’ beds and do not allow anyone to sit on your bed.
• Remind your visitors that they are not allowed to use the bathrooms in patient rooms. They must also use hand sanitizer both upon entering and before leaving the clinic.
• For your own safety, limit the number of visitors during your hospital stay.

In-Hospital Fall Prevention Program

As a patient, you are at increased risk of falling in a hospital environment. Illness, surgery, and medications may weaken you or affect your balance and judgment. We are committed to protecting you from injury during your stay by taking individualized measures for each patient. For your safety, please pay attention to the following:

• Hospital beds are narrower and higher than the ones at home, so be cautious when turning, getting up, or lying down.
• Inform your nurse if you have a history of falls.
• Always wear non-slip footwear and use any mobility aids or equipment provided to ensure safer movement.
• Do not move the bed rails or any restraint equipment without notifying your nurse. These are in place strictly for your safety and should not be removed, as doing so could lead to injury.
• Ask for assistance before getting out of bed, especially during the night.
• Use the call button before attempting to get out of bed and wait for staff to assist you.
• Ensure that the call button near your bed is working and that you know how to use it. If it is not working or you are unsure, ask the floor nurse for help.
• Make sure the call button and other essentials are within reach before your family or hospital staff leave the room.
• Immediately report any malfunctioning equipment or devices.
• You are not permitted to leave your department unless it is for reasons related to your medical care. If you need to step away, always inform the nursing staff first.

Dietary safety

The Department of Nutritional Support & Clinical Dietetics at Metropolitan Hospital is responsible for your dietary care, as determined in coordination with your attending physician. It is important that you consume your meal as soon as possible after it is served, to avoid a decline in quality or potential spoilage.

During your hospitalization, a family member or friend may wish to bring you food from outside. This practice should be avoided. However, if it occurs, please consult your attending physician before consuming any food not provided by the hospital. Storing food or desserts in the shared refrigerators on the nursing floors is not permitted.

Our medical, nursing, and administrative staff are always available and willing to assist you and discuss any questions or concerns you may have.

1. Please bring with you

• Your National ID card (or any other official document with a photo)
• Your Tax Identification Number (TIN)
• Your Social Security Number
• Your Hospitalization Card or any other required documentation (e.g., policy number) provided by your Insurance Company
• Your Metropolitan Health Card (optional, if issued during a previous admission or visit)

2. Medical history

Please bring any relevant medical information, especially from the last 30 days, that may relate to your admission — such as X-rays, diagnoses, test results, etc.

3. Preoperative assessment

If you are scheduled for surgery, your attending physician will inform you when to undergo the preoperative assessment. The physician will also notify the Admissions Office of Metropolitan Hospital (located on the Ground Floor of the Main Building). You must visit the Admissions Office on the scheduled date and time to complete all the necessary forms for your hospital admission and insurance coverage.  After the assessment is completed, and if your surgery is not on the same day, your medical file will be submitted to the Admissions Office, where all documents and test results are gathered in preparation for your admission day.

4. Dietary instructions

Your doctor will inform you if it is necessary to refrain from eating or drinking prior to your admission.

5. Personal belongings

You may bring personal hygiene items with you if you wish (e.g., toothbrush and toothpaste, sponge, hairbrush or comb), pajamas/nightgown, and a robe. Towels and bath items are provided by Metropolitan Hospital.

We recommend that you leave your valuables at home. If needed, the Clinic provides a designated storage area for your luggage and personal items. Please ask the floor Reception for more information.

Make sure to safely store your glasses, hearing aids, or dentures when not in use to prevent them from being lost or damaged.

Please do not leave any valuable personal belongings in your room during your stay.

Metropolitan Hospital is not responsible for the loss of any personal items that are not stored in the designated storage area.

6. Accessibility for persons with disabilities

Special access ramps are available at all entrances of Metropolitan Hospital. Restrooms for individuals with disabilities are located on the ground floor of Building B, as well as on the 2nd and 6th floors of Building C. For any additional assistance, please do not hesitate to contact our staff.

7. Wheelchairs

Wheelchairs are available at the entrances of Metropolitan Hospital. Please ask our staff for assistance.

8. Provided services

A complete list of the services and examinations available at Metropolitan Hospital, along with detailed information and articles, can be found throughout our website: www.metropolitan-hospital.gr

9. International patients

Metropolitan Hospital welcomes patients from all over the world. The International Patients Department (I.P.D. Dept.) coordinates all aspects of medical care for our international patients, including appointment scheduling, service explanation, and hospitality support.

At Metropolitan Hospital, we are constantly striving to improve our services. We have implemented an Electronic Queue Management System, which reduces waiting times and allows you to be notified when it is your turn, without having to remain in the waiting area.

Simply provide your mobile phone number at the Asmissions Office, and you will receive a notification either on your mobile device, on the available tablets, or on the display screens throughout Metropolitan Hospital. Once notified, you can proceed immediately without unnecessary delays.

When you arrive at Metropolitan Hospital, please proceed to the Admissions Office to register your personal details and provide information regarding your insurance coverage.

The staff at the Admissions Office will assist you in completing all the necessary paperwork. They will inform you about the admission process and help arrange your insurance coverage (if applicable). They will also escort you to your room so you can settle in comfortably. The Admissions Office will do its best to provide you with the room of your choice, based on availability.

1. Financial arrangements

Upon your admission, you will be asked to pay a deposit, the amount of which depends on your accommodation type.

During your hospital stay, you will be regularly informed about the status of your bill and may be requested to make interim payments depending on the total amount due.

When you are discharged, your final bill will be issued. You or your companion must settle any remaining balance at the Patient Accounts Department, after which the discharge process will be completed.

If you are unable to visit the Accounts Department in person, a staff member can come to your room to finalize the payment. For any clarification, please contact the Patient Accounts Department.

2. Doctors’ fees

According to the provisions of the tax law (Tax Circular No. 1091 dated 14 June 2010), as amended and currently in force, the immediate payment of the attending physicians’ fees is mandatory upon the completion of your hospitalization, along with the simultaneous issuance of a receipt to the patient.  For your convenience, please coordinate with your attending physician before your discharge is issued.

3. Health insurance coverage

We recommend that you first visit the Admissions Office to complete your admission. Once you know your assigned room, please proceed to your insurance company’s office to obtain the necessary approval for coverage. For your convenience, you should have your ID and insurance policy number with you. It is also helpful to know the name of your insurance company and whether your policy is individual or group.

We advise you to verify the coverage percentage before your admission. If you are uninsured or if your insurance requires you to pay a portion of the bill, you will be asked to pay a deposit upon admission to the Clinic. The amount you pay as a deposit will be deducted from your final bill. For any questions, please contact the Admissions Office (ground floor, Building A).

Your Attending Physician, as part of providing excellent and personalized care, collaborates with a team of qualified and experienced specialists, including nurses, nursing assistants, physiotherapists, clinical dietitians, technologists, and others.

1. Accommodation

• All rooms have air conditioning, lighting control systems, and a private bathroom. The bathroom is shared among the patients in the room. The toilets in the patient rooms are for patient use only and not for visitors.
• Wear shoes or slippers with non-slip soles when getting out of bed.
• Use the call button whenever you need assistance. If a neighboring patient calls for help, please alert the staff using your call button.
• There is a television in every room. Please keep the volume at a level that does not disturb other patients in the same room.
• You may request a visit from a priest/clergy or other spiritual advisor through us, if you wish, or you may invite your own spiritual advisor, provided you inform the Head of the Department where you are admitted.
• If you need a hairdryer, ask the floor staff. Hairdressing services are available at your own expense. Please ask the Head of the Department for information.

2. Nutrition

At Metropolitan Hospital, appropriate and healthy nutrition is a fundamental part of your treatment and is essential for your speedy recovery after surgery or illness. Each patient is treated individually by a Clinical Dietitian, and the preparation of the daily menu is done taking into account the dietary orders from the doctor, the medical condition, medication, laboratory values, as well as personal dietary preferences.

• Menus are designed so you can choose meals you like, always in accordance with the attending physician’s instructions. Meals are prepared respecting your cultural and religious beliefs.
• Your meal will be served hot or cold (depending on instructions), on time, and in the most friendly manner.
• Our team is always ready to help you with ordering or any other needs you may have related to food services.

Meal distribution schedule

Breakfast: 08:00 - 09:00

Mid-morning snack: 10:00 - 10:30

Lunch: 12:30 - 13:30

Afternoon snack: 16:00 - 17:00

Dinner: 18:00 - 19:00

3. Patient information

At every stage of your treatment, your attending physician will inform you about the progress of your health, the results of your tests, and any proposed changes in your treatment plan.

During this process, the participation of your close relatives is desirable. Please inform your attending physician about any family members or close persons to whom you would like information regarding your hospitalization to be given.

Your cooperation and participation, as well as that of your relatives, in the planning and provision of care during your hospitalization is very important to us, and we actively encourage it.

During your hospitalization, you may be asked in several instances to sign consents for medical procedures to be performed. These consents concern the following procedures:

• Blood transfusions or blood product administration
• Surgical operations
• Anesthesia or sedation
• Invasive procedures

Before giving your consent for any examination, procedure, or operation, we encourage you to ask questions about it so that you fully understand the reason, importance, method, expected outcome, benefits, risks, and any alternative options. You have the right to refuse the performance of medical procedures.

4. Right to a second opinion

During your hospitalization, you have the right to seek the opinion of another specialist regarding your health condition, as well as to receive advisory guidance for your future care, without this in any way affecting the treatment and care you receive at Metropolitan Hospital.

5. Refusal of treatment

You have the right to refuse to receive treatment or to discontinue treatment after being fully informed by your attending physician about the consequences of your decision, the responsibilities you assume with this decision, as well as alternative treatments that can be applied instead of the proposed therapy.

In the event of refusal to consent to any medical procedure, following a detailed discussion with you and an explanation of the risks involved in your refusal, the physician will not proceed with any medical intervention.

6. Refusal of Cardiopulmonary Resuscitation

Please ask your attending physician about the hospital’s current policy.

7. Patient & Caregiver education

Metropolitan Hospital, in order to better meet the educational needs of both you and your loved ones, includes in its services education provided by healthcare professionals involved in your treatment. These professionals can assess your condition and provide you with any information you may need. The education is tailored to the needs and capabilities of each patient and their family. It includes everything considered necessary for you to manage any issues that may arise.

Specifically, this includes:

• Safe use of medications
• Safe use of medical devices and aids
• Dietary instructions
• Pain management
• Prevention of falls at home
• Smoking cessation

The decision about your discharge day from Metropolitan Hospital will be made by your attending physician.

On that day, the floor staff where you are admitted will provide you with detailed information so that you can settle your account by visiting the Patient Billing Office (ground floor, Building A).

We will ensure that your discharge process is completed promptly so that you can leave as quickly as possible.

1. Departure

We recommend that you ask a family member or another person close to you to pick you up from the Clinic. If you wish to leave by taxi, our staff will be happy to arrange your transportation.

If your doctor advises it, your transfer can be done by a Metropolitan Hospital ambulance (please contact the relevant department or the Admissions Office).

2. Medical Record copy

After your discharge, you have the option to receive a copy of your Medical Record and any diagnostic tests conducted during your hospitalization. You can choose the method of receiving or sending your copies.

Please feel free to contact the Medical Records Department by phone to be informed of the exact date when your copies will be ready for collection. To avoid any inconvenience, please be aware that you must bring your ID card or any other official identification document when picking up your records. If a third party is to collect your medical file on your behalf, they must present their own ID as well as a signed authorization from you, certified by an appropriate authority.

Visiting hours and restrictions

Visiting hours are set according to patient needs and health regulations. Visiting hours are as follows but may be subject to change. Please consult the nursing staff for the latest information.

Nursing Floors: 10:00 a.m. – 1:00 p.m. & 5:30 p.m. – 9:00 p.m.

Intensive Care Unit (ICU): Daily from 12:30 p.m. – 1:00 p.m. & 5:30 p.m. – 6:00 p.m.

Maximum number of visitors per patient: 2 people at a time.

Information is provided daily by the ICU director, and communication is available 24/7.

Cardiac Intensive Care Unit (CICU):

Daily from 11:30 a.m. – 12:00 p.m. & 5:30 p.m. – 6:00 p.m.

How to reach us

Metropolitan Hospital is located on Ethnarchou Makariou Avenue (old coastal road) in Neo Faliro and is accessible by taxi, car, bus, or tram. It is just 5 minutes from the Neo Faliro Train Station, and there are stops for several city bus lines and the tram right outside our facilities.

Public Transport: M1/ 130/ 217/ 229/ A1

Parking: Private parking areas operate near the hospital.

Accessibility for persons with disabilities: The hospital provides all necessary facilities for parking, access, and mobility for people with special needs. Our staff is ready to promptly and prioritally assist persons with disabilities with their needs.

Visitor waiting areas are located in the main lobbies of Buildings A and B, as well as in the lounge on the nursing floors.

Cafeteria: The cafeteria is located on the ground floor of Building C (entrance from Ethnarchou Makariou).

Amenities for visitors and attendants

For your comfort and convenience, we offer various amenities in the waiting areas:

Mobile Phone Charging Stations: We provide charging stations for mobile phones and other devices in the waiting areas, so you can stay in touch with your loved ones or attend to your needs while you wait.

Bank: On the ground floor of Building A, you will find a branch of Eurobank, as well as ATMs from both Eurobank and Piraeus Bank.

Internet: To access internet services, you can use the Metropolitan Hospital’s wireless (Wi-Fi) network. Please ask our staff for the access password.

Resting Areas: Reclining chairs for attendants are available inside the patient rooms.

For any questions or further information, you can contact us by phone at +30 210 4809150 or +30 210 4809000, or via email at information@metropolitan-hospital.gr.

How to contact us