Committed to the highest quality standards
Quality Policy | Satisfaction Surveys | Partners
Quality management is fundamental for the Pyramid Clinic; we see it as an instrument for leadership and guidance. We manage the various aspects of quality in a dynamic fashion to ensure we provide a continuously high standard of quality for our patients and stakeholders.
It is the responsibility of senior management in the Pyramid Clinic to ensure that the key principles of the quality assurance policy are fully understood, complied with and developed. Quality assurance in the Pyramid Clinic is seen as striking a fine balance between excellence, profitability, efficiency and efficacy. We strive for excellence at all times in our code of conduct. As a member of the Swiss Leading Hospitals, we are obligated to meet strict and demanding quality standards
By systematically monitoring our quality assurance activities, we continuously enhance our quality-consciousness and improve our standards at every level.
We cultivate, develop, assess and improve our quality standards according to the key principles of the Total Quality Management System (TQM) and assess our achievements by way of regular internal audits, measured variables, performance indicators and customer surveys as well as through recurrent inspections by the external certification body of the ISO. The effectiveness of these defined measures is evaluated on an annual basis.
Our Quality Management is based on the following core values:
We place our patients as well as our affiliated physicians at the focal point of all our endeavours. At every stage, we engage with them on a highly individual and personal basis to meet all their needs.
It is our specific goal to promote in every member of staff a high level of identification with the clinic by ensuring their potential is allowed to develop and find its full expression.
Our quality assurance strategy is process oriented. Our processes are optimised to ensure the highest possible standards of safety, service quality and efficiency.
We work on a results-oriented basis and continually track our performance indicators in relation to our interested parties (e.g. patients, physicians, insurance providers, employees, investors etc.) in order to do justice to their requirements and needs.
The executive management team ensures that all required resources be provided in a timely manner in accordance with the QMS guidelines. These are integrated in the annual budgeting phase.
We constantly improve our processes, tools and results through implementing creative, innovative and learning-oriented activities. A variety of established methods are at the clinic`s disposal in order to do this (e.g. audits, improvement suggestion schemes, CIRS, training and education, surveys etc.)
The continuity and development of our quality assurance scheme is maintained by an experienced management team as well as the quality commission, which meet on a regular basis.
This quality assurance policy forms the basis of our quality planning. It is reviewed on a regular basis, at least every 3 years, and re-examined and revised when necessary.
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.
We value the satisfaction of our patients highly. We perform regular anonymous surveys, assess these each quarter and publish the results. more
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. more
Excellent results are only possible with highly motivated and committed employees. The satisfaction of our employees is thus one of our primary concerns. The last 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.
Successful recertification in June 2018
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.
Successful monitoring audit in August 2019
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.
About the measurements
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.
About the measurements
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.