Frequently asked questions

 

Some frequently asked questions 

What are the payment methods?

Patients at Hospitales Universitarios San Roque have at their disposal several payment methods such as cash, credit or debit card and bank transfer.

We also have financing possibilities that you can consult here.

The possibility of paying by private insurance card is also considered, as long as it is included in the service contracted by the patient himself.

Can I finance my treatments?

Hospitales Universitarios San Roque offers you several financing options. You can consult them here.

What insurance have an agreement with Hospitales Universitarios San Roque?

Hospitales Universitarios San Roque has numerous agreements with the main national and international insurers. These agreements are subject to various cases, so the most advisable before submitting to a treatment is to confirm whether or not it is covered by insurance. To do this, the patient should contact the medical service to which they are interested in going to verify if their insurance covers the intervention or not. To know the contact information, you can consult the directory through this link.

Can I choose the doctor I want to see me?

Patients who come to Hospitales Universitarios San Roque through their private medical insurance have the possibility to select the doctor they wish to undergo any of our treatments or to make their consultation. In the case of patients that come from the Canary Islands Health Service, the doctor's appointment will be established by the health center itself.

How do I send my complaints, proposals or thanks?

The most effective way to transfer any complaint, proposal or gratitude to the team that makes up San Roque Hospitals is to do so through the digital media made available to them. On this same page you will find a contact form, a claim form and a virtual thank-you mailbox. You can also contact us through our channels on Social Networks (Facebook, Twitter, LinkedIn, Youtube and Instagram for Hospitales Universitarios San Roque and Facebook and Instagram for IKIGAI), where you will be able to answer any question as quickly as possible.

If I am a user of The Canary Islands Health Service, should I go to my family doctor first?

Patients who come to Hospitales Universitarios San Roque through The Canary Islands Health Service should wait for the appropriate indications, since at all times the SCS will be in charge of referring users according to their own criteria and needs.

Can I choose a single room?

All private patients who come to Hospitales Universitarios San Roque have the possibility to request the room that best meets their needs. It is, however, important to take into account these requests will be attended according to availability. In the case of those who arrive at our hospital through their insurer, they must previously consult the conditions of the policy. Finally, patients of The Canary Islands Health Service will be admitted to the room determined by the hospital itself.

Can my relatives come to visit me whenever they want?

The visiting hours of Hospitales Universitarios San Roque in Las Palmas are from 3:00 p.m. to 8:00 p.m. Outside these hours, only patients with authorization from their assigned doctor (minors, dependent persons, palliative care patients...) will be allowed to accompany patients.

On the other hand, the schedule established for visits to those patients admitted to the ICU is from 1:00 pm to 1:30 pm and from 6:00 pm to 7:00 pm.

Visiting times of Hospitales Universitarios San Roque in Maspalomas:

  • Surgical patients who are admitted to hospital can have a one accompanying person 24 hours a day plus a visit, at the following times depending on the rooms:
    • Rooms A: one visit from 16:30 to 17:30 hours.
    • Rooms B: one visit from 18:00 to 19:00 hours.
  • ICU patients may have a visit from a family member from 17:00 to 18:00 hours.
  • Dependent patients may have two accompanying persons so that they can take turns. In addition to a visit at the following times:
    • Rooms A: one visit from 16:30 to 17:30 hours.
    • Rooms B: one visit from 18:00 to 19:00 hours.

ATTENTION: Due to the COVID19 pandemic situation, the visiting rules are changing depending on the phase we are in. Our staff will be able to answer any questions you may have.

Where should I go if I have an appointment with a specialist in the Vegueta complex?

The hospital is located at 5, Dolores de la Rocha street in Las Palmas de Gran Canaria. However, outpatients are located in nearby buildings. Below we detail the address and specialties of each space.

  • In Outpatients I (11, Juan E. Doreste street) you will find the specialties of Cardiovascular Surgery, General and Digestive Surgery, Gynecology, Nephrology, Pneumology, Ophthalmology, Otorhinolaryngology, Interventional Vascular Radiology, Urology.
  • In Outpatient Consultations II (16, Alcalde Francisco Hernández González street) they access Allergology, Anesthesiology and Reanimation, Cardiology, Digestive System, Medical Check-ups, Oral and Maxillofacial Surgery, Hematology, Hemodynamics, Internal Medicine, Neurosurgery, Neurology, Neurophysiology, Dentistry, Psychology, Psychiatry, Rheumatology.
  • In Outpatients III (5, García Tello street) have the services of Angiology and Vascular Surgery, Plastic, Aesthetic and Reconstructive Surgery, Dermatology, Endocrinology and Nutrition.
    Likewise, DIMEC (4, Dolores de la Rocha street) houses Nuclear Medicine and the Rehabilitation Centre (26, Dolores de la Rocha street), all services related to Rehabilitation.
  • DIMEC (4, Dolores de la Rocha street) nuclear medicine is located here.
  • Rehabilitation (26, Dolores de la Rocha street)
  • Clinical Analysis Laboratory (extractions) at 5, Juan E. Doreste street.
  • Traumatology and Spine Unit (18, Alcalde Francisco Hernández González street)
  • Diagnostic Imaging Test (5, Dolores de la Rocha street)
  • Radiotherapy (10, Alcalde Francisco Hernández González street) 
  • Oncology and Day Hospital (10, Alcalde Francisco Hernández González street) 

What kind of emergencies are treated at the hospital?

Our two hospitals have 24-hour general medicine and trauma emergencies.

Do I have to make an appointment for radiological tests?

All Diagnostic Imaging tests require an appointment, except for simple X-rays, which can be taken at the following times:

  • Las Palmas de Gran Canaria: From Monday to Friday from 8:00 to 22:00.
  • Maspalomas: From Monday to Friday from 8:00 to 21:00.
  • Vecindario:
    • Monday from 09:00 to 16:00
    • Tuesday from 11:00 to 18:00
    • Wednesday from 09:00 to 19:00
    • Thursday from 15:00 to 19:00
  • Lanzarote: From Monday to Friday from 8:00 to 19:45.

Do I have to make an appointment for Clinical Analysis service?    

  • Las Palmas de Gran Canaria: You can request an appointment through these channels:
  • Maspalomas and Vecindario: It is not necessary to make an appointment, we attend on a first-come, first-served basis. The timetable for extractions is Monday to Friday from 07:00 to 11:00.
  • Lanzarote: You can request an appointment by email lanzarote@hospitalessanroque.com

Is it necessary to enter part of the budget before the start of the treatment or consultation?

The payment of the invoice will be made differently depending on each patient and the procedure to be performed. In any case, given that all budgets are personalized and depend on the coverage of each insurance, it is best to request specific information before each consultation or treatment. The Hospitales Universitarios San Roque team will inform the patient of all the conditions and facilities offered to meet the payment of the budget.

Does Hospitales Universitarios San Roque have their own ambulances?

Hospitales Universitarios San Roque manages, through the admission department, the transfer by ambulance of all private patients. In the case of those who come to the center through an insurance company, it will be responsible for requesting the ambulance according to its coverage. Finally, patients derived from The Canary Islands Health Service will make use of the health transport offered by the SCS.

How is the return or refund of an invoice managed?

If you wish to request a full or partial refund of an invoice, or need to be reimbursed for any payment, you must contact each service directly to know the procedure to follow. On our website you will find a directory with all the services and their respective telephone numbers.

What kind of services include hospital rooms?

With the aim that all patients find the comfort and convenience they need during their hospital stay, the rooms of Hospitales Universitarios San Roque meet high quality standards. They are equipped with services such as internet connection, television and telephone line. In addition, our centers offer a translation service so that the language is not a handicap when it comes to transferring the symptoms or needs to the team. Also, we have 24 hour security and own catering for patients and family, wifi, tele and telephone line (always under previous request and independent billing). Our hospitals also offer translation service, 24 hour security, own catering for patients and relatives (upon request and independent billing).