More than just a promise
High-quality work is the day-to-day company philosophy at PremiaMed.Quality work helps the company to act efficiently and effectively. Not only within the company PremiaMed Management itself, which has an ISO 9001:2000 certification, but also in the businesses we manage for others.
Quality is seen as a holistic factor, which spreads across all divisions and disciplines. Just as much emphasis is laid on medical quality management as on the services which are supplied above and beyond the medical treatment.
Medical Quality Assurance
In order to minimise medical risks a Risk Management system is being implemented in the clinics. The introduction of this model is being managed both internally and externally over two years. During this period, structures, processes and documentation are being defined, which will establish the principles of Risk Management for the future. The Döbling Private Clinic is the first clinic to have successfully completed this project.Quality Management Models
PremiaMed chooses the most suitable approach to achieve whatever goals are defined for a particular establishment.For the clinics we aim to achieve the quality seal of Best Health Austria. It is the only government quality seal of its type that is also recognised EU-wide. It is awarded by the government-authorised, independent test institute ÖQA after inspecting against stringent criteria which are recognised across the EU. The external inspections are mandatory every year. The 130 and more criteria which are evaluated focus on areas which it is difficult for customers to assess for themselves, eg the initial and continuous training of therapists, the use of regional foodstuffs, as well hygiene and what is promised from therapies and preparations.
Customer Satisfaction
Customer or patient satisfaction is an important criteria for judging the success of health establishments. Routine evaluations of customer satisfaction and professional complaints management are obviously a part of this. PremiaMed is the only business in the health sector to have introduced service design. Service design checks each of the processes of the health establishment from the point of view of the customer. If it is recognised that it needs to be reshaped to be more customer-focussed, then it will be changed. This innovative change will be important in improving measurable customer satisfaction.