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Vouchers under the GVFMC The rules of the sanatorium
Information for patients:

Patients' rights

General provisions

  • 1.1. These internal regulations (hereinafter referred to as the Rules) at the State Enterprise with Economic Management Rights "Scientific Research Institute of Balneology and Medical Rehabilitation" of the Ministry of Health of the Republic of Kazakhstan (hereinafter - IRMR) have been developed in accordance with the current legislation of the Republic of Kazakhstan, following the Order of the Minister of Health of the Republic of Kazakhstan No. KRDSM-116/2020 dated October 7, 2020, "On the Approval of the Rules for Providing Medical Rehabilitation," and the Order of the Minister of Health of the Republic of Kazakhstan No. KR-DSM-27 dated March 24, 2022, "On the Approval of the Standard for Providing Medical Assistance in Inpatient Conditions in the Republic of Kazakhstan." These Rules define:
  • The procedure for patient check-in and check-out at IRMR;
  • The rules and procedures for using public areas;
  • The procedure for providing services and serving guests;
  • The procedure for administering and receiving medical procedures;
  • The procedure for access control and parking of vehicles on IRMR premises;
  • Requirements for fire safety;
  • The responsibility of IRMR patients for adhering to these Rules;
  • The responsibility of IRMR administration for ensuring compliance with these Rules.
  • 1.2. IRMR provides medical services to the population of the Republic of Kazakhstan within the framework of the guaranteed volume of free medical care (hereinafter - GVMC) in the mandatory social health insurance system (hereinafter - MSHI) in accordance with the legislation of the Republic of Kazakhstan; it also provides paid medical services and other services in accordance with the current legislation of the Republic of Kazakhstan. Citizens of the Republic of Kazakhstan, as well as foreign citizens and stateless persons, are accommodated at IRMR according to vouchers and contracts concluded.
  • 1.3. The following terms are used in these Rules:
  • Patients - citizens of the Republic of Kazakhstan, foreign citizens, stateless persons coming to IRMR for rest and treatment during the period of medical rehabilitation services.
  • Administration - officials of IRMR performing their duties in accordance with the IRMR charter and job responsibilities.
  • Voucher - a document certifying the citizen's right to receive a set of therapeutic and wellness services.
  • Public areas - areas for treatment, rest, and accommodation.
  • Treatment areas - therapeutic and wellness complexes on the IRMR premises designated for providing medical services in accordance with the voucher and contract.
  • Rest and accommodation areas - rooms for rest provided according to the voucher, sanatorium-resort card (contract) for a specified period, including: accommodation rooms; dining areas (meal blocks); specially designated areas and territories of IRMR for active recreation and provision of relevant paid and free services; park recreation areas; forest-park zone; cinema; common halls in buildings; library; outdoor exercise area; children's playroom and open children's playground; utility room, parking for vehicles.
  • 1.4. IRMR operates year-round.

2. Procedure for Checking In and Out of IRMR

  • 2.1. Patients are accepted into IRMR for the 3rd (third) stage of medical rehabilitation if they are under dispensary observation for chronic obstructive pulmonary disease, bronchial asthma, chronic bronchitis, sequelae of tuberculosis, and respiratory organs.
  • 2.2. In the case of planned hospitalization, the patient must undergo additional examination at the primary medical organization, with the mandatory entry of the patient's data into the KMIS information system.
  • 2.3. The validity period of the voucher to IRMR is 14 (fourteen) days for adult patients and 45 (forty-five) days for children and adolescents. The voucher is issued only for one patient.
  • 2.4. Corrections are not allowed on the voucher. The sale and/or transfer of the voucher to third parties is prohibited.
  • 2.5. Required documents upon patient check-in at IRMR:
  • 2.5.1. Voucher;
  • 2.5.2. Patient’s sanatorium-resort card in electronic form with detailed descriptions of complaints, disease history, life history, allergological history, epidemiological history, laboratory data:
  • Complete blood count (CBC), not older than 10 (ten) days;
  • Urinalysis (UA), not older than 10 (ten) days;
  • Blood glucose, not older than 10 (ten) days;
  • Microscopic reaction, not older than 10 (ten) days;
  • ECG with interpretation, not older than 30 (thirty) days;
  • Chest X-ray or fluorography, not older than 1 (one) calendar year;
  • Spirometry, not older than 1 (one) calendar year.
  • If the patient has concomitant diseases, consultations with specialists for concomitant diseases, data from stages 1 and 2 of rehabilitation, prescriptions for medications for concomitant diseases, and recommendations for further treatment by a narrow specialist are required.
  • 2.6. The patient must provide two diagnoses based on the rehabilitation diagnosis:
  • Referral diagnosis (main): J87.0;
  • Referral diagnosis (additional): J44.8 or J45.8;
  • 2.7. General contraindications for medical rehabilitation for the primary disease are:
  • Frequent or profuse bleeding of various origins;
  • Febrile or unknown origin subfebrile fever;
  • Acute infectious diseases;
  • Acute osteomyelitis;
  • Acute deep vein thrombosis;
  • Severe arrhythmias, heart failure;
  • Active stage of all forms of tuberculosis;
  • Malignant tumors (IV clinical group);
  • Respiratory function insufficiency of grade III or higher;
  • Various purulent (pulmonary) diseases with significant intoxication;
  • Decompensated stage of diseases, namely, non-adjustable metabolic diseases (diabetes mellitus, myxedema, thyrotoxicosis, and others), liver, and pancreas functional insufficiency of grade III;
  • Epilepsy during seizure periods;
  • Psychiatric disorders with desocialization, emotional and behavioral disturbances;
  • Purulent skin diseases, contagious skin diseases (scabies, fungal diseases, etc.);
  • Anemia of grade 2-3;
  • Grade 3 dystrophy.
  • 2.8. Hospitalization will not be conducted if any of the above medical documents are missing.
  • 2.9. Information must be sent 10 days before check-in. If any documents are missing or there are contraindications due to concomitant diseases, hospitalization may be refused.
  • 2.10. The referral from the hospitalization bureau (portal) must indicate:
  • Referral diagnosis (main): J87.0;
  • Referral diagnosis (additional): J44.8 or J45.8;
  • Final diagnosis (main): J87.0.
  • 2.11. According to the conditions of the voucher, the patient is provided with a place for rest and accommodation, equipped with necessary household items.
  • 2.12. The sanatorium-resort voucher is processed at the registration desk.
  • 2.13. Payment for accommodation at IRMR is charged according to IRMR's approved rates per bed-day according to the established accounting time. The right to services begins from 00:00 on the date indicated on the voucher as the check-in date and extends until 23:59 on the check-out date indicated on the voucher. Persons arriving before the indicated date may be offered accommodation until the calculated time if there are available rooms.
  • 2.14. Registration and issuance of room keys upon check-in are carried out by the post medical nurses based on the sanatorium-resort card, voucher, and patient’s identification document.
  • 2.15. After the patient's arrival and registration at IRMR, each patient receives a sanatorium-resort card indicating the surname, first name, patronymic, assigned doctor, and accommodation number.
  • 2.16. If the patient arrives at IRMR by personal vehicle, their phone number is registered in the IRMR system, allowing access to parking and IRMR buildings. Patients' vehicles are parked in a parking lot equipped next to the buildings.
  • 2.17. Check-in and check-out of patients are strictly according to the dates indicated on the voucher. Accommodation of persons not indicated on the sanatorium-resort voucher is not allowed.
  • 2.18. Children aged 10 (ten) to 18 (eighteen) (inclusive) are accepted at IRMR only when accompanied by adults. Accommodation of children without adult supervision is not permitted. If a non-parental person accompanies the child, they must have a notarized power of attorney for escorting.
  • 2.19. Citizens of the Republic of Kazakhstan arriving for sanatorium-resort treatment must have properly executed accompanying documents: sanatorium-resort card, identification document.
  • 2.20. Foreign citizens or stateless persons arriving for sanatorium-resort treatment must have a sanatorium-resort card, a document confirming the right to stay (reside) in the Republic of Kazakhstan, a passport with a valid visa (if visa control applies), a migration card, or a residence permit in the Republic of Kazakhstan.
  • 2.21. Children arriving for sanatorium-resort treatment must have a sanatorium-resort card, identification document, passport or birth certificate, and an epidemiological environment certificate from their place of residence.
  • 2.22. Patients are accepted at IRMR on the condition of self-care; immobile patients and those unable to care for themselves, and persons with disabilities of groups 1 and 2 are accepted at IRMR only with accompanying persons.
  • 2.23. Upon check-out or release of the room, the patient must return the room keys to the post medical nurse.
  • 2.24. Extension of the voucher period is possible if there are available places. Payment is made according to IRMR’s approved rates at the time of the extension.

3. Rules of conduct and the order of use of public places

  • 3.1. Patients and the administration of IRMR must adhere to these rules, handle IRMR property with care, and maintain cleanliness and hygiene in treatment, rest, and living areas. Treatment, rest, and living areas must be used strictly for their intended purpose.
  • 3.2. In public places, patients and the administration of IRMR must adhere to the following norms and principles:
  • Ensure equal accessibility to all public places during their operation, except for special periods related to the nature of their work (sanitary day, sanitary hour, etc.);
  • Observe norms of social living;
  • Ensure safety for the health and life of others;
  • Implement fire safety measures.
  • 3.3. Visits by third parties are allowed until 22:00. Third parties are prohibited from being in the rooms and on the IRMR premises after 22:00. The patient must inform the third party of these rules in advance.
  • 3.4. The stay of third parties on the IRMR premises beyond the established time is regulated by the administration directly with the patient receiving the third party. The stay of a third party can be arranged at the sales department or building administrator for a separate fee and subject to availability. Sales and arrangement of third-party accommodation are carried out around the clock.
  • 3.5. In public places, the following actions are prohibited:
  • Holding mass entertainment events that disturb the peace and rest of others;
  • Using perfumes and strongly scented products;
  • Using sound equipment with audibility beyond the room, disturbing the silence before 07:00 and after 23:00;
  • Applying noise and lighting effects in rest and living areas;
  • Using pyrotechnic devices (poppers, firecrackers, light rockets, etc.) in rest and living areas;
  • Using sports equipment that poses a risk to others' lives (bows, crossbows, pneumatic guns, pistols, etc.);
  • Carrying and storing any type of cold, firearm, traumatic, and pneumatic weapons;
  • Shooting with all types of firearms, traumatic, and pneumatic weapons;
  • Storing explosive, flammable, and toxic substances and materials;
  • Parking vehicles on manholes, lawns, and in the forest park zone adjacent to rest areas, exceeding speed limits;
  • Making fires, setting up barbecues, and organizing picnic and entertainment areas outside the territories and facilities designated by the administration;
  • Using electric heating devices other than those provided in the room;
  • Bringing and keeping pets on the IRMR premises and in the room;
  • Changing rooms without authorization;
  • Posting pictures, posters, photographs, notices, and the like;
  • Selling various products;
  • Taking out food, dishes, and cutlery from dining areas;
  • Leaving the room unattended by strangers and handing over room keys to them;
  • Visiting public places in swimwear.
  • 3.6. It is strictly prohibited on the IRMR premises to:
  • Have individuals armed with any type of firearms or cold weapons;
  • Have individuals under the influence of alcohol or drugs;
  • Consume alcoholic beverages;
  • Spit in rooms, corridors, or the assembly hall;
  • Take photos or videos of IRMR staff;
  • Smoke in buildings and on the IRMR premises.
  • 3.7. In case of violation of the above requirements, the IRMR administration reserves the right to expel the patient from IRMR prematurely.

4. The procedure for the provision of services and maintenance of vacationers

  • 4.1. The administration and staff of IRMR are obligated to create an atmosphere of hospitality and comfort, and to demonstrate friendliness and politeness.
  • 4.2. The service and medical staff providing services in treatment, rest, and living areas, as well as in public places, must possess qualifications appropriate to their work.
  • 4.3. IRMR provides patients with additional paid services according to approved prices. The list of free and paid services and their rates (excluding services provided by tenants) are determined by the IRMR administration.
  • 4.4. Information about the operating hours and procedures of dining rooms, medical offices, and other services is available in the sanatorium-resort information booklet, on information boards, on the official IRMR website, in the sales department, and at medical posts.
  • 4.5. Information materials are located in accessible places: in the lobbies and halls of buildings, near cash registers, at the reception desk, and in medical registries in all buildings.
  • 4.6. Guest feedback and suggestion books are placed at the reception desk, in dining rooms, and in medical registries and are provided to guests upon request.
  • 4.8. Room cleaning by housekeepers is performed daily. Bed linen and towels are changed at least once a week.
  • 4.9. Noisy repair and construction work with audible sound outside the repaired area at IRMR is allowed only from 09:00 to 19:00 on working days. Work during the night is prohibited, except in cases of emergencies, natural disasters, and accident situations.

Daily routine of patients undergoing rehabilitation

  • 7:00 a.m.-rise
  • 7:30 -09:00 terrencourt
  • 9:00 — 10:00 breakfast
  • 10:00— 17:00 doctor's appointment
  • 09:00— 17:00 medical procedures, doctor's consultation
  • 13:00 - 14:00 lunch
  • 15:00— 17:00 personal time
  • 17:00— 17:30 afternoon tea
  • 17:30— 19:00 outdoor walk
  • 19:00— 20:00 dinner
  • 20:00— 22:00 cultural events 23:00 - sleep

5. The procedure for vacation and receiving medical procedures

  • 5.1. Medical procedures are provided to individuals arriving at the IRMR with a sanatorium-resort voucher, whether for treatment or without treatment, as well as to outpatient patients.
  • 5.2. For patients arriving at IRMR with a voucher, the list and number of diagnostic and treatment procedures are assigned by the attending physician according to the indications defined within the framework of the voucher (specialized program).
  • 5.3. Medical procedures not included within the framework of the sanatorium-resort voucher are considered additional and are paid separately at the IRMR cash desks after consultation with a physician. This procedure applies to the payment of diagnostic and therapeutic medical procedures.
  • 5.4. To achieve maximum effectiveness in diagnosis and treatment, it is recommended to follow these rules for medical procedures:
  • Arrive at the procedure rooms on time (5 minutes before the appointed time);
  • Inform the nurse (doctor) of your arrival and present the sanatorium-resort booklet/appointment sheet;
  • If unpleasant sensations or worsening of condition occur during or after the procedure, immediately inform the nurse or the attending (on-duty) doctor;
  • During the procedure, if possible, refrain from talking and remain calm (sitting or lying down);
  • It is recommended to undergo no more than 4 (four) main procedures in one day to avoid side effects and complications;
  • Turn off mobile phones during procedures;
  • Actively and promptly discuss any questions regarding treatment with the attending physician, and in case of emergencies, with the on-duty doctor;
  • In case of deteriorating condition: headache, fever, nausea, dyspepsia, diarrhea, etc., urgently seek medical attention (after 17:00 until 09:00, contact the on-duty doctor).

6. Access Control and Vehicle Parking Regulations at IRMR.

  • 6.1. The access control rules for the IRMR territory are established by the IRMR administration.
  • 6.2. Entry and access to the IRMR territory require a sanatorium-resort booklet or client card.
  • 6.3. The phone number of the guest arriving by personal vehicle is entered into the electronic system, allowing the guest to approach the IRMR buildings and parking areas without hindrance during their stay. The guest can open the barrier by dialing a phone number provided by the sales department, reception, or the IRMR security post.
  • 6.4. It is essential to strictly adhere to the speed limits and the requirements of established road signs within the IRMR territory. Security staff have the right to inspect vehicles to prevent terrorist acts.
  • 6.5. The speed limit for vehicles within the IRMR territory should not exceed 20 (twenty) kilometers per hour.
  • 6.6. The IRMR administration is not responsible for the safety of vehicles (in case of falling trees, damages, theft, unauthorized access to vehicles, etc.).
  • 6.7. Parking vehicles on manholes, lawns, or in the adjacent forest-park zone near rest areas is strictly prohibited. Guests should park their cars in the parking lot equipped near the main building (from the concert hall side).
  • 6.8. Stopping and parking vehicles in transit zones that obstruct the movement of fire trucks and ambulances is prohibited.

7. Fire safety requirements

  • 7.1 To prevent the risk of fire, the following is prohibited:
  • Starting fires in unauthorized areas, smoking, and discarding unextinguished cigarette butts on the entire territory of the Institute of Resortology and Medical Rehabilitation (IRMR) and in the nature conservation zone, outside the IRMR territory.
  • Using attics and other utility rooms for rest and accommodation or for storing foreign and flammable items.
  • Storing flammable liquids, combustible gases, and explosive substances in rest and accommodation areas.
  • Using electrical irons, electric stoves, electric kettles, and other heating appliances not provided in the room's equipment.
  • Leaving electrical appliances plugged in without supervision.
  • Making changes to the electrical system in accommodation and rest areas, installing additional outlets and light fixtures, and using homemade heating devices and temporary wiring.
  • Plugging multiple electrical appliances into one outlet.
  • Using faulty electrical appliances, damaged electrical outlets, switches, or other electrical installation products.
  • Using firecrackers, flares, and other pyrotechnics on the IRMR territory.
  • 7.2 To eliminate technical faults, the vacationer must call a specialist by submitting a written request through the request log, which is available with the duty staff and security.
  • 7.3 Before leaving rest and accommodation areas or departing from IRMR for more than one day, check all rooms for fire safety, and disconnect all electrical appliances from the network.
  • 7.4 In case of discovering a fire or signs of burning (smoke, burning smell, temperature rise, etc.), it is necessary to:
  • Immediately call the fire service by phone 101, or mobile phone 101, provide your name, the address of IRMR — Burabay rural district, north shore of Burabay Lake, main building, and note the name of the person who took the call.
  • Notify all people in the building about the fire using the alarm button (located on each floor near the exit).
  • Inform the duty staff of IRMR (located on the first floor of each building) about the location of the fire.
  • Take measures for evacuating people and extinguishing the fire according to the floor evacuation plan.
  • 7.5 In the event of a fire caused by the patient's fault, the patient is fully financially responsible for the consequences in accordance with the legislation of the Republic of Kazakhstan.

8. Responsibility

  • 8.1 The administration has the right to:
  • Refuse to fulfill the service contract (terminate the voucher early) at any time in case of gross violation of these Rules by patients, as well as other rules mandatory for compliance by citizens in accordance with the legislation of the Republic of Kazakhstan.
  • In case of material damage caused by patients and/or commission of a criminal offense, demand full compensation for the damage caused in accordance with current legislation and these Rules.
  • Establish the operating mode of structural divisions according to production needs and appropriateness, and determine the regime and daily schedule of the Institute of Resortology and Medical Rehabilitation.
  • Establish access control and security regimes on the territory.
  • 8.2 The administration is obligated to:
  • Strictly adhere to these Rules and require patients to comply with them.
  • Provide services to patients in accordance with the terms of the vouchers (contracts) of proper quality and assortment, adhering to all rules and norms prescribed by current legislation and departmental normative legal acts.
  • Ensure conditions for compliance with these Rules by patients on the one hand and the administration on the other, as well as with current legislation and departmental normative legal acts regulating the provision of sanatorium-resort services.
  • Maintain treatment, rest, and accommodation areas, as well as public places, in proper condition, technically sound, and equipped according to current norms and rules.
  • Monitor adherence to safety and fire safety regulations.
  • Inform vacationers about all service-related issues, respond carefully and professionally to their requests and applications, and explain the administration's actions in implementing these Rules.
  • Communicate these Rules to vacationers, including placing them in accessible and specially designated areas, as well as through the internet on the official website of the Institute of Resortology and Medical Rehabilitation.
  • **8.3 The Institute of Resortology and Medical Rehabilitation is not liable for unlawful actions by patients and third parties, accidents and injuries occurring due to the patient's fault during their stay at the Institute, including accompanying individuals, any medical expenses arising from accidents and other insurance cases, patient safety outside the Institute's territory, as well as while in technical (utility) areas, premises, territories, buildings/structures, and other objects performing auxiliary functions and servicing the Institute. The Institute is not responsible for the safety of patients' personal belongings and valuables.
  • 8.5 The patient has the right to:
  • Receive services in the volume, assortment, and with proper quality in accordance with the conditions of the sanatorium-resort voucher (contract).
  • Obtain additional services provided by the Institute on a paid and free basis, in accordance with the conditions of the sanatorium-resort voucher (contract).
  • Demand proper implementation of these Rules from the administration.
  • Receive explanations from the administration regarding the application of these Rules.
  • 8.6 Patient obligations:
  • Strictly adhere to these Rules.
  • Take care of the Institute's property in treatment, rest, and accommodation areas, as well as public places, preventing its damage, theft, and improper use.
  • Respect the natural environment, organize their rest in the park zone reasonably, adhere to social living rules, and show mutual respect and tolerance to others.
  • Compensate for material damage caused by their unlawful actions and bear compensation costs arising from their own actions.
  • Adhere to the regime and daily schedule established by the administration.
  • Follow personal safety measures and comply with safety regulations and instructions.
  • Adhere to the access control and security regimes on the Institute's territory.
  • Parents (guardians, caretakers) of minor children are responsible for the children's actions and, under Articles 925, 926 of the Civil Code of the Republic of Kazakhstan, are liable for damage caused by minors to the Institute’s property.
  • The patient is responsible for damage caused to the Institute’s property.