Quality and Safety

Ars Medica Clinic is committed to ensuring quality and safe care for our patients on a daily basis. The clinic adheres to a continuous improvement process, meaning patient care is customised and defined according to the following quality and safety parameters:

• Healthcare services that reflect our role as a private facility
• Informing the patient of their state of health and respecting their rights
• Care quality in pain management, nutrition and treatment
• Continuous focus on risk management
• Developing a culture of safety
• Involvement at all levels of the continuous improvement process

Quality policy

The quality processes at Ars Medica Clinic and Sant’Anna Clinic (members of the Swiss Medical Network) are part of a group strategy which aspires to performance excellence for doctors and patients.

1. We support patients in managing their health in a high-quality environment.
2. We take into consideration the needs and choices of each patient and establish a relationship of trust in accordance with each individual’s rights and duties.
3. We ensure that communication takes place in a proper context, at the appropriate time and through the appropriate interlocutors.
4. We accredit doctors who are recognised for their experience, and we provide them with a state-of-the-art, high-performance and innovative technology platform.
5. We promote ongoing training for our collaborators, with the aim of updating their knowledge on a continual basis thus ensuring care that is always safe and effective.
6. The company promotes “Soluzione Settoriale H+” principles of occupational safety, safeguarding the health of collaborators and disseminating health and safety information at all levels, as these aspects are considered fundamental to carrying out one’s work.
7. We adopt the measures necessary to avoid risks and promote continuous improvement in order to boost the quality and safety of our performance as well as patient, doctor and collaborator satisfaction.
8. We have a strong focus on environmental sustainability and are committed to reducing our energy consumption by using renewable energy.
9. We act in compliance with legal provisions, current legislation and further regulations and recommendations.

We expect all of our collaborators to ensure the above-listed principles are implemented, and to take part in continuous quality improvement for our clinics, which are members of the Swiss Medical Network.

The Critical Incident Reporting System (CIRS) makes it possible to anonymously report critical incidents and potential harm. All collaborators are asked to report imminent or past critical incidents without delay. The purpose of the CIRS system is to prevent such incidents.

CIRS reporting serves as an additional tool which allows the clinic to continually improve its processes.

When assessing the quality of healthcare, the quality perceived by patients must be taken into account.
Systems for ascertaining patient satisfaction highlight the possible discrepancy between the quality provided and the perceived quality. The service is deemed to be high-quality when there is no gap between perceptions and expectations people have of the service, i.e. when the facility provides a service in line with the wishes of those who use it. The patient’s assessment of performance quality is a significant and recognised indicator of quality (“patient satisfaction”).

Patient satisfaction levels are continually monitored by Ars Medica Clinic through a questionnaire used across all SWISS MEDICAL NETWORK clinics.