One of the hospital’s key concerns is ongoing quality improvement undertaken in the interests of our patients, attending doctors, staff and all of our stakeholders. We seek to continue to develop and improve in a sustainable way.
To do this in a systematic fashion, the Goldenes Kreuz Private Hospital decided in 2009 to implement a quality management system in line with the EFQM Criteria. This is a model for the design, development and management of organizations and is used internationally to assess companies—the goal always being progress toward “excellence.”
Medical outcome quality
When patients choose a hospital, they want to go where they will receive the best medical care. This information is hard to come by, though. Measuring medical outcome quality is a difficult task since the basic prerequisites for an operation or a treatment are different for each individual.
Nevertheless the PremiQaMed private hospitals have taken on this challenging task and has begun by surveying the number of wounds that become infected by hospital as a preliminary indicator of medical outcome quality. Everything should nominally be done to prevent these infections, so the figure should approach zero. The figure below shows the values for PremiQaMed private hospitals compared to the international nominal values.
Rate of infection for selected operations
|Type of surgical intervention||Nominal value||PremiQaMed Hospitals value*|
* Source: Quality report 2018
Data on medical services and patient satisfaction is made provided in the annual Quality report. It is publicly available to allow any interested party to form a factual and objective impression of the quality services provided by PremiQaMed Private Hospitals. It additionally provides information about successfully implemented activities and projects.
The current Quality report (PDF, 1,2 MB, in German only) covering the entire PremiQaMed Group, including the Confraternität, Döbling and Goldenes Kreuz Private Hospitals in Vienna, Graz Ragnitz Private Hospital in Styria, Wehrle-Diakonissen Private Hospital in Salzburg, the Döbling Outpatient Center, the SVA Gesundheitszentrum and the Klinikum Malcherhof Baden, reveals that in 2018 an astounding 96 percent of 47,263 patients with inpatient treatment were satisfied and would recommend our services to others.
Our corporate strategy is focused on the sustained development of quality and the continual assessment and improvement of safety and patient satisfaction in all areas – from medical care and dedicated, professional nursing care, to a pronounced understanding and appreciation of service provision.
The following section outlines some key components and instruments of quality management to give you an impression of how they shape our daily activities.
Active complaints management
We use feedback from our patients and our attending doctors to help us continually improve and we incorporate their suggestions into our quality assurance processes.
Complaints can be made in person during your stay, submitted in writing, by telephone, by email or by using the form on the homepage.
To ensure the professional handling of all complaints, we make it easy for anyone to file a complaint and insist on appropriate handling of and responding to complaints in addition to the systematic analysis of complaints received.
We use process management as a tool for the ongoing optimization and management of processes. It provides a clear overview of the relevant structures and guarantees transparency. All processes are depicted in a process map. This overview is key for optimizing, managing and understanding the various processes.
Each project has defined goals to guide the work of process owners and the whole process team. Our management and process owners utilize what we call a goal cockpit. This overview of relevant goals is an important tool for management and connects strategic goals with area-specific goals and process goals. We use a continual process of data collection and evaluation to assess whether the defined goals have been met.
Another core component of quality management is the conducting of internal audits. In addition to evaluation by outside parties, our staff assess processes internally and determine whether process descriptions, standards and guidelines have been satisfied. We can identify potential for improvement by evaluating processes for possible weak spots.