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Guidance on estimated medical expenses and VAT refund Procedures

Procedure of complaint resolving and Privacy Policy

Guidance on using video equipment (treatment, surgery, etc.)

Guidance on how to handle medical accidents or disputes

Guide for Interpretation Service

General Information about hospital use including convenience facilities

Patient's rights and responsibilities

Contents

Guidance on estimated medical expenses andVAT refund Procedures

VAT refund procedure instructionsThis medical institution is registered as a medical institution which intends to attract foreign patients with the Minister of Health and Welfare in accordance with Article 27-2(1) of MEDICAL SERVICE ACT. Therefore, foreign patients may receive a V.A.T refund on their cosmetic surgery expenses.

Guidance on estimated medical expensesIf you want to receive information about anticipated expenses or planned treatment before visiting our hospital from overseas, you will need to send a medical records or radiological records of the disease via email. If you would like to be informed about the cost of medical treatment after your admission, please call or visit the person in charge.

- E-mail : imc@fatima.or.kr(English), global@fatima.or.kr(Russian)

- Phone number : 053-940-7520(English), 053-940-7620(Russian)

- Places : International Medical Center(English), Global Medical Business(Russian)

V.A.T Refund ItemsDouble Eye-lid, Rhinoplasty, Breast Surgery(reduction/augmentation), Liposuction, Face Lift, Facial bone contouring, Teeth Whitening, Laminate, Gingivoplasty, Orthognathic surgery

▶

Issue of “Certificate of

selling medical service for

overseas patient” after

medical treatment

Submit a “Certificate of selling medical service for overseas patient” at refund point(airport, port, downtown)

V.A.T. Refund

Refund Procedure ▶

10% of the medical expenses eligible for V.A.T. refund after transaction fees are deducted Refund Amount : ▶

▶If the medical institution refuse to refund the V.A.T. or you have other questions, please contact to Medical Korea Information Center(1577-7129)

① Refund at airport(port) of departure

②Downtown refund(Total medical expenses less than 2 mil. won: Submit the certificate of selling medical service for overseas patient and Consent to collection, usage and disclosure of personal information. In such case, refund counter operator may request a guarantee

ⅰ) Airport(port) with refund point in the bonded zone : Submit to refund counter or KIOSKⅱ) Airport(port) with no refund counter(Muan·Yangyang·Daegu airport and Pyeongtaek·Jeju port,

etc.) : Put the certificate of selling medical service for overseas patient into mailbox next to customs with Consent to collection, usage and disclosure of personal information

You may submit the “Certificate of selling medical service for overseas patient” issued after treatment to the operator of a refund point by any of the methods shown below.

Nevus pigmentosus, Freckles, Lentigo, Chloasma, Pimple, Hair removal, Hair loss, Hair transplantation, Tattoo, Tattoo removal, Piercing, Lipolysis, Skin regeneration, Skin Whitening, Antiaging, Pore tightening

You could receive a V.A.T. refund only if you submit this Certificate at refund point and depart Republic of Korea within 3 months after receiving medical treatment.

Procedure of complaint resolving andPrivacy Policy

Complaints and problems Handling GuidePlease use this service when you have complaints or discomfort and need consultation

Filing foreign patient'scomplaints and problems01

1. Phone number- Customer Support Team(�053-940-8025)- International Medical Center(☎053-940-7520)- Global Medical Business(☎053-940-7620)

2. E-mail- English(imc@fatima.or.kr), Russian(global@fatima.or.kr)

3. Suggestion (customer's voice)

4. Visiting- Customer Support Team(1F, East department), International Medical Center (1F,Main department), Global Medical Business (1F, Main department)

Result Reply031. You can receive the reply through document, phone, email, mail or etc. 2. If we can solve the problems directly, we respond to patient (guardian) within 2 days if possible3. If we need the help from the related departments, we respond after improvement of problem4. Within 7days (excluding Sunday and holidays), the intermediate or final results of corrective actions and improvement measures are replied to patient.

Improvement activity05 1.Develope hospital system and protocols about process improvement, procedures or support of facilities equipment, staff training, and human resources,2. Staff training3. Share with related staff through groupware, department publication or etc.

Content review and processing021. Review filed complaints and problems 2. Check out the related departments and process

Analysis and Reporting041. Analyzing the filed complaints and problems received2. Writing a report about the processing result and reply.3. Reporting to executive

Procedure of complaint resolving andPrivacy Policy

Guidance on using video equipment(treatment, surgery or etc.)

Protection of Privacy

We are trying to protect the privacy of the patient during the interview, examination, treatment and treatment related to thepatient's medical care. If you have special requirements for privacy, please notify your nurse or your family doctor.

Confidentiality and expectations of privacy▶

Please take care of your belongings in order to prevent various theft accidents.Please do not keep valuables and cash in the hospital room. If necessary, please use the safe in the hospital room.

Valuables management▶

We are maintaining a security system to prevent kidnapping, abuse, and abandonment of the elderly and patients whocan not protect themselves. And you are able to ask for help from hospital staff in case of an accident.

Protection from physical threats▶

Personal data protectionAll managers protects and manages patient's personal information by setting annual information security check plansaccording to hospital provisions and the relevant regulations. Also, all managers receive a professional educationand do their work.

When using patient's personal information which is not for the treatment, we will explain about personal informationcollection and agreement procedure with privacy consent and get patient's consent.

There is no installed Instrument as an Image and Information Treatment in consultation room, operation room and other private place. However, when we collect image information for treatment, we will receive a consent from patient.

Guidance on how to handle medicalaccidents or disputes

Receive application for medical disputes (Foreign patient)01

1. Contact number- Customer Support Division(☎053-940-8025), - International Medical Center(☎053-940-7520), - Global Medical Business(☎053-940-7620)

2. E-mail- English(imc@fatima.or.kr), Russianglobal@fatima.or.kr)

3. Locations- Customer Support Division(1F, East building)- International Medical Center(1F, Main building)- Global Medical Business(1F, Main building)

4. Other contacts- Medical Korea Support Division(☎1577-7219)- Medical Disputes Arbitration Board of Korea(☎1670-2545)

Notify to doctor, hospital accident compensation insurance company andKorea Medical Dispute Mediation and Arbitration Agency03

1. Sending of an investigation data 2. Adjust, Mediate and consult with medical disputes3. Authenticate the Medical accident(consigned appraisal included)4. When the person in question asked for summons, need to attend and defense5. Arbitrate and conclude agreements for the dispute6. Sue when agreements are incapable

Notice about the Arbitration results of MedicalDisputes(indemnityinsurance included)05

1. Notify the arbitration results to the person2. Conclusion of the agreements

Analysis and report061. Analyze and write a report about processed contents of the medical dispute2. Report to the management

Improvement activity071. Improve a diagnostic system and process, labor force, facility and equipment support and others. 2. Staff education 3. Communicating with the relevant staff by official announcement, team leader's conference

Review and process021. Review details of the dispute and figure out the circumstance of occurrence. 2. Verify and process with the relevant department

Summon the Committee for Medical Dispute(if necessary)04

1. An agenda concerning Fact-finding and investigation of cause for Medical Disputes2. An agenda concerning solutions for Medical Disputes3. An agenda concerning prevention of the Medical Disputes

Guide for Interpretation Service

If you need any help, please call or notice to staff in hospital- weekdays(08:30~17:30) : 053-940-7520(English), 053-940-7620(Russian)- off-hour or holidays : person in charge of each language

General Information about hospital useincluding convenience facilities

Notice for visiting hospital •It is available to stay in patient room only with guardian entrance card.•Visiting hours are limited for patient's stability and quick recovery. ▶ Mon~Fri : 18:00~20:00 � weekend/holiday : 10:00~12:00, 18:00~20:00 ▶ In case of special ward, we have different visiting hours

The person who is restricted to visit hospital

Not allowed to bring articles from the outside(flower, flowerpot, pet, food and etc.)

•The person who are likely to spread infectious diseases to admission patients - people who have respiratory disease such as flu or influenza - people with acute intestinal infection(diarrhea, stomachache, nausea or others) - lesion on skin - people who have recently had contacts with infected person

•The person who needs caution or caring on their own - pregnant woman/ the elderly over 70years old/ child below 12years old - who has low function of immune system from continuous treatment(anticancer treatment)

Rules for prevention of infection

Meal time

Please refrain from visiting hospital when you have cough, or please wear a mask if the visiting is unavoidable. It is mandatory washing hands(or using sanitizer) before and after entering the wards.

Family doctor's round hours.•Please contact the nurse in charge when you are hospitalized due to difference of going round of visits each ward or department.

Emergency call method (nurse call device)•Personal manual is placed above the head of each personal bed ▶ How to use : If nurse station respond after pushing a calling device, call can be possible ▶ How to cancel : In case of pushing a calling device mistakenly, please push a cancellation button near by a calling device

※ Please refrain from carrying into the outside food and drink for security and hygiene of patient.

Morning

07:00 ~ 07:30

Noon

12:00 ~ 12:30

Evening

17:30 ~ 18:00Time

Issue of certificate and medical record•Certificate and medical record can be issued after application in 35ward or International medical center or Global Medical Business Center

Precautions of fire prevention and fire •Please evacuate calmly under the guidance of the staff referring to the exit which is on the surface of a wall •Please refrain from using electric instruments and portable gas stove for a fire prevention in a ward •Please notice nurse station immediately if there is any danger of fire

Prohibition of smoking•All area in the hospital is a district of nonsmoking•Separate smoking area is managed (Rest area behind the east building, a funeral hall first floor the outdoors in Joseph building)

Notification of using free WI-FI•On a WI-FI MODE•It is available to use after selecting a FATIMA-FREE-WIFI

The pastoral carePerson who needs a mass or sacrament, consultation, visiting a ward(prayer) can contact (west building third floor053-940-7203) pastoral care department

Location of hospital facilities(illustrate a homepage floor plan or map containing every floor

A Main BuildingDepartment of Nursing, Nurse Class Room, Department of External Cooperation, TQM Team, Infection Control Team, Administrative Management Team, Business Strategy Division, Finance Team, Patient Experience Management Team

Kidney Center (Nephrology, Dialysis Room), Urology, Pain Clinic , Nerve system Laboratory, Clinical Psychology Laboratory, Nerve Electromyography Laboratory, Link Hall, Eden Hall

Plastic & Reconstructive Surgery, Women's health Center Orthopedic Surgery, Dermatology, Ophthalmology, Otorhinolaryngology , Psychiatry Physical, Occupational and Speech Therapy, Foreigner Ward (Private Care Center)

Rheumatology, Allergy, Pediatrics( Physical examination room for infants and children, Vaccination room), Surgery and Pediatric Surgery,Dental implant center, Nuclear Medicine (Isotope Room, PET-CT), Colorectal Hernia Healing Center , Injection Room, Allergy laboratory, Respiratory Laboratory, 2F Reception desk, Medical Research Laboratory

Radiation & Oncology, Cancer Center (Hematology/ Oncology), Global Medical Business , International Medical Center, Health Concierge, Information, Food Court, Bakery, Convenience store, Coffee shops, Daegu Bank, Praying Room, Medical Shop, Opticians

General Check-up (Korean Health Insurance holder)

5F

4F

3F

2F

1F

B1

B East Building83rd Ward(871~881)

73rd Ward(771~784)Pediatric Rehabilitation Center( daytime ward , physical therapy)

63rd Ward(671~681)

53rd Ward(571~581) Neurosurgery, Neurology, Physical Medicine and Rehabilitation, Neurosurgery Intensive Care Unit (ICU)

Ophthalmology, Gastrointestinal Center, Otorhinolaryngology(Audiometry room)

Endocrinology & Metabolic Disease(Nutrition Counseling Room), Cardiology, Pulmonary Medicine, Chest Surgery, Digestive Laboratory, Cardiac Laboratory, Medical Library, Fatima Garden

Patient Affairs Team, Reception(Admission and Discharge, Referral Center, Medical Certification, Medical Record, Combine Check Reservation, Industrial Disaster, Car Insurance), Blood Collection Room, Radiology, Patient Service Center, Infectious Disease, Information System Management Team, Social Welfare Team, Home Care Team, Pharmacy

Plant Engineering & Environment Team, Institutional Review Board Office, Health Information Management Team, Clinical Trial Center, Maria Hall

8F

7F

6F

5F

4F

3F

2F

1F

B1

Main Building, International Medical CenterForeign WardGlobal medical business

› A › B East building› C West Building› D Convent› E Garden

› F Funeral hall› G Intern Dormitory› H Parking Lot

Convenience Facilities

C West BuildingAseptic ward, Cord Blood Banks, Medical Office 101st Ward(1001~1015), Comprehensive Nursing Care Service Ward

91st Ward(901~914) 92nd Ward(931~945)

81st Ward(801~814) 82nd Ward(831~843)

71st Ward(701~713) 72nd Ward(731~743)

61st Ward(601~912) 62nd Ward(631~644), Play Room

Internal Medicine Intensive Care Unit(ICU), Hospice and Palliative Care Ward(501~505) Central Supply Room

Operation Room, Recovery Room, Surgical intensive care unit

Obstetrics and Gynecology, Delivery Room(Family room), Cord Blood Consultation Room, Nursery, Chapel, Chaplain’s Office , Newborn intensive care unit

Health Promotion Center, Laboratory Medicine(blood test room for children), Pathology,

Emergency Center, Department of Pharmacy

Materials Management Team, Linen room, Department of Volunteer Service, Optimal Care Expense Management Team

Dietary Team, Nutrition Counseling Room , staff restaurant.

11F

10F

9F

8F

7F

6F

5F

4F

3F

2F

1F

B1

B2

FOODGRACE BAKERY

Location 1st Floor, Main buildingHours 07:00 ~ 21:30TEL 940-7490, 761-7752

THE FOOD HOUSE

Location 1st Floor, Main buildingHours 07:00 ~ 21:30TEL 940-7490, 761-7752

SNACK BAR

Location 1st Floor, East wingHours 24 hours

REST AREAFATIMA LOUNGE

Location 5th Floor, East wingHours 24 hours

RESTING ROOM

Location 5th,6th,7th,8th Floor, East wingHours 24 hours

FATIMA GARDEN

Location behind of the east wingHours 24 hours

OTHERSLUMEN OPTICIANS

Location 1st Floor, Main buildingHours 09:00 ~ 18:00TEL 954-1112

RELIGIONCHAPEL

Location 3rd Floor, West wingHours 08:00 ~ 17:30TEL 940-7203

PRAYING ROOM

Location 1st Floor, East wingHours 06:00 ~ 22:00

CONVENIENT STOREGS25

Location 1st Floor, Main buildingHours 07:00 ~ 21:30TEL 940-7490, 761-7752

BANKDAEGU BANK

Location Entrance of the main buildingHours Mon~Fri 09:30 ~ 16:30 Sat 09:30 ~ 13:30TEL 940-7490, 761-7752

ATMs

Location Entrance of the east wingHours 03:00 ~ 22:00

COFFEECOFFEE GRACE

Location 1st Floor, Main buildingHours 08:00 ~ 20:30TEL 940-7490, 761-7752

THE BRIDGE

Location 1st Floor, Main buildingHours Mon~Fri 08:00 ~ 22:00 Sat 08:00~21:00 Sun 10:00~18:00

PATIENT'S RIGHTS & RESPONSIBILITIES

PATIENT'S RIGHTS

Patient is entitled to receive proper health care service in order to protect and promote his or her health regardless of sex, age, religion and status and cannot be denied of health care by medical personnel without proper reason.

A. Right to receive health care

PATIENT'S RESPONSIBILITIES

Patient has the right to present all his or her health condition accurately to medical personnel and follow through with treatment plan provided by the hospital. Patient is responsible for the outcomes if he or she did not follow the treatment plan. Patient also has the responsibility to treat hospital staff and other patients with respect and to follow the rules and regulations of the hospital.

A. Right to respect and confide in medical personnel

Patient has the right to identify himself or herself honestly without any false information and has the right to meet any financial obligation agreed initially

B. Right to refuse any illegal way of medical care

Patient has the right to know sufficient information from doctor in charge and nurse related to the condition of illness, method of treatment, subject to medical research, organ transplantation, complications, result of prognoses and estimated medical expenses, to ask specific questions concerning these conditions and to give consent and make final decision. Patient has the right to refuse planned treatment, to discontinue on going treatment and to be explained of an alternative treatment.

B. Right to know and make decision

Patient has the right to be assured of confidentiality of individual information andmedical records regarding his or her private physical or health treatment information except with patient's permission or for those who are allowed by the law to see the records.

C. Right to be protected of individual information

Patient has the right to request consultation and mediation in case of a medical service dispute by appealing to the Korea Medical Dispute Arbitration.

D. Right to request consultation and mediation