Service Quality and Patient Safety

BDMS enforces service quality policy and operation guidelines within the organization while delivering medical services and healthcare, emphasizing equality principle and minimizing the inequality of medical treatment access to be in line with both national and international standards. The objective is to deliver value to the society at large according to BDMS vision and mission of dedicated healthcare provider that delivers internationally standardized services while taking into consideration patients and the use of state-of-the-art medical technology. BDMS determines the hospital subsidiaries to establish their quality policy and operation plan to improve medical service quality and ensure similar standards by taking into consideration the principle, regulations and relevant standards. Thus, BDMS establishes the quality handbook and initiates the service quality initiative to support the operations while ensuring the utmost safety of all patients. Moreover, the hospital subsidiaries are to ascertain that medical service standards are certified at local and international levels and with an operational scope, covering all aspects from patient care to international management.

Quality Improvement and Patient Safety Plan Procedure: QPS Plan Procedure

BDMS establishes the QPS Plan Procedure to enhance the satisfaction and convenience of the customer, employee and doctors, ensuring the happiness and trust of patients, including their family members. Besides, this handbook encompasses the assessment and adjustment to the corporate governance structure and management according to JCI, HA standards and other related regulations. The performance must be reported at least on a quarterly basis to the relevant committee. Details in the QPS Plan Procedure are as follows:

Priorities

Assign the Board of Directors to evaluate, prioritize and set quality and patient safety measures by risk assessment, type of issues, regulations, standards and issues from patients etc.

Methodology

Apply the plan-do-study-act (PDSA) in developing the process, project design and patient safety incident analysis to systematically improve and manage the issues in the organization.

Reporting Systems and Confidentiality

Communicate issues regarding quality and related measures to the Quality Management Committee, which will analyze and submit the report to the Board of Directors and other related committees. Apply the results to patient quality standard guidelines. The evaluation results must be confidential and reserved for authorized personnel only.

Annual Review of Patient Safety and Quality Improvement Plan

Use the annual review to indicate the operation’s success in terms of quality and budget aspects. Submit the report to the related committee to devise service quality development for the following year.

Patient Safety Culture Survey

Evaluate the safety culture for the patients by launching a survey of employees of all levels. Process, analyze and provide data to the executives who can accurately apply the results in the corporate development planning and safety culture.