We measure outcomes through quality improvement: consistent monitoring, measurement, management and reporting.
Download Quality measures and clinical outcomes for more information.
How is quality measured?
In line with the global healthcare industry trend, we have embraced a transparent approach to our reporting and data management system: an IT measurement platform is now entrenched across the Group. This results in leaders and employees at all organisational levels being empowered to measure their performance in a healthy and positive manner.
Performance is measured against the individual goals of the hospital and other Life Healthcare Group hospitals.
The CARE programme
We believe in patient-centred care: healthcare that is focused around the needs, preferences and values of the patient. Our CARE programme encourages employees to be more thoughtful and to demonstrate genuine care when they engage with patients. We do this by being professional, working efficiently and providing information whenever we’re asked.
We believe in patient-centred care: healthcare that is focused around the needs, preferences and values of the patient. Our CARE programme encourages employees to be more thoughtful and to demonstrate genuine care when they engage with patients. We do this by being professional, working efficiently and providing information whenever we’re asked.
Why is this so important to us?
The patient-centred approach is a modern healthcare trend that has been shown to decrease patient anxiety and increase their trust in their physicians and caregivers.
Our goal is the best possible patient experience at every interaction, in all facilities and support functions. A patient journey is enhanced by means of thoughtful behaviour from everyone who interacts with them, which is why our employees are mindful of their behaviour and the impact it may have on each and every patient.
What is the CARE programme?
The CARE programme was officially launched in October 2015, and involved formally training 24,000 employees to understand what an impact their rolse has on the patient journey and experience. Changing or continuing certain behaviours results in enhanced care so that we can all engage with our patients in a more thoughtful manner.
All about our patient experience survey
It’s not enough for our employees to deliver a superb patient experience: we also need to measure how our patients feel about their experience.
Multinational market research firm Kantar Millward Brown administers our PXM (Patient Experience Management) process, providing us with comprehensive feedback on all aspects of the patient journey – from admission to discharge.
The email or SMS survey asks for greater insight into the hospital stay and the level of service, with ratings for:
- The level of care received
- The rehabilitation process (if applicable)
- The quality of the equipment and facilities
- How quickly staff responded
- The information provided
Effective patient communication
In addition to the survey, a patient will be given the following:
- a welcome letter on arrival, with details of who to contact with any requests or concerns.
- A discharge letter and leaflet, with information about what happens on the day of discharge, medication, wound care tips, follow-up appointments, help at home and general advice.
- Comment cards while in hospital.
- Details of the formal complaints management process.