Committed to the highest quality standards
Quality Policy | Satisfaction Surveys | Partners
Sustainable quality management is a key element for the private hospitals in the Swiss Medical Network Group in the regions of Zurich, Schaffhausen and St. Gallen. The senior management team for the hospitals is responsible for ensuring that the principles of quality management are understood, supported and applied in day-to-day operations.
By quality, we mean balancing consistently providing the best services, cost-effectiveness, efficiency and effectiveness. We strive for excellence in everything we do. As a member of various institutions and associations (such as the ANQ Swiss National Association for Quality Development in Hospitals and Clinics and the Swiss Leading Hospitals), we are committed to meeting the relevant standards at all times. By systematically steering our activities, we create a permanent awareness of quality at all levels and continually improve our services.
We plan, maintain, review and improve our quality management in line with the principles of ISO 9001:2015 and the methodology of the Deming Cycle. We evaluate our progress based on the results of audits, customer surveys, measurements and recurring reviews by external certification bodies, including within the framework of ISO 9001:2015. The effectiveness of the resulting measures is regularly reviewed.
Our quality management is based on the following:
Customer focus
Our customer focus, both towards our patients and our affiliated specialists, is at the heart of everything we do. At all levels, we respond individually and personally to their needs. We also ensure that the appropriate data protection measures are taken.
Resource focus
Our hospital management team ensures that the necessary resources for all quality management activities are planned and provided promptly. The basis for this is the role planning and budgeting phase integrated into the annual cycle as well as project planning.
Employee focus
We foster the capabilities and professional competencies of our employees. This helps us ensure a consistently high quality of services and support the identification of employees with the strategy and goals of the clinic.
Process focus
When implementing our quality management system, we have a strong focus on processes. With optimally coordinated processes, we achieve a high level of efficiency, service quality and safety. Clearly defined responsibilities guarantee a structured approach to risks and opportunities and the management of additional action areas.
Results focus
All quality management activities are geared towards achieving our strategic goals and are supported by accompanying measures from our comprehensive risk management strategy. We offer services of the highest medical quality and professionalism. In doing so, we are results-focused and track selected metrics and key figures in relation to the interested parties in order to meet their requirements and needs.
Innovation
As part of the Swiss Medical Network Group, we take advantage of opportunities to participate in or support pilot projects, research projects and medical innovations. Findings from these activities flow into our planning processes. Employees are encouraged to contribute suggestions and assist with their implementation.
Continual improvement
The continual and sustainable improvement and optimisation of our services is ensured by our quality management system. We continually improve our processes, instruments and results through creative, innovative and learning-oriented activities. The hospitals have various tools at their disposal to assist with this, such as audits, training courses, reporting platforms, measurements, suggestion programmes and surveys. The maintenance and further development of our quality management is ensured by our strong management team and various committees and specialist groups, which meet at regular intervals.
This quality policy forms the basis of our quality planning. It is reviewed regularly and critically and adjusted as required.
Stakeholder satisfaction is very important to us. We therefore review this at regular intervals using detailed questionnaires. The surveys usually have a high response rate and offer possibilities for comparisons with similar clinics over time.
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We value the satisfaction of our patients highly. We perform regular anonymous surveys, assess these each quarter and publish the results.
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The collaboration with our accredited doctors is of special concern to us. We frequently measure their satisfaction in the form of oral and written surveys. The last survey took place in 2018.
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Excellent results are only possible with highly motivated and committed employees. The satisfaction of our employees is thus one of our primary concerns. The most recent survey took place at the end of 2019.
more As a member of SLH, we are committed to the highest quality standards in all areas of the clinic. Compliance with these standards is audited every two years by a neutral certification body. This guarantees our above-average performance in the mid/long term. A combination of objective and development criteria stimulates our continual improvement, whereby we reinforce our quality assurance role in the Swiss clinic sector.
The clinic has been certified according to this nationally and internationally comparable standard since autumn 2017. It demonstrates each requirement to be implemented with regard to customer needs, as well as product and service quality. The standard is thus a proven instrument for increasing the transparency of operational processes and optimising the efficiency of company performance in turn. The annual audit by the certification body (TÜV SÜD) also ensures the continual and sustainable improvement of the management system.
The ANQ was founded by all the important healthcare system partners. It promotes quality development at a national level and performs quality measurements across Switzerland; the Pyramid Clinic participates in these. The results allow transparent and national comparisons which lead to targeted optimisation measures.
NATIONAL CENTRE FOR THE PREVENTION OF INFECTION
The Swissnoso association is concerned with the reduction of healthcare-associated infections (known as hospital-acquired infections) and multi-resistant pathogens. It provides various modules and practical applications in the areas of monitoring and prevention. In cooperation with the ANQ, Swissnoso has recorded and monitored the development of post-operative wound infections since 2009. We thus monitor the longer-term progression of wound healing for selected procedures on this basis. Based on the feedback of the results, the clinic thus has access to useful quality control data.
We rely on the many years of experience and expertise of Mecon for our satisfaction surveys. They perform regular surveys of patients and employees together with us. Detailed and informative assessments help us to draw the right conclusions and to enact them where they will have the most effect.
The H+ industry solution offers us as a member a service package which covers the legal regulations regarding occupational health and safety. The real-life concept is embedded in the clinic’s management system. Moreover, coordination with the competent body, which has access to a ready network of experts, allows the topic to be explored in greater detail. A web-based tool allows the regular communication of operational hazards. These findings provide inputs for reducing risk factors and the sustainable improvement of working conditions for our employees.