Quality and results
At the Swiss Paraplegic Group (SPG), we seek to attain a level of quality management that is both effective and sustainable. We strive for the best possible market position, maximum patient, client and employee satisfaction and an ever-increasing capacity for innovation.
To achieve these goals, we implement a number of different measures:
- A continual improvement process that is vigorously executed and firmly in place
- Feedback and complaint management illustrating development trends and potential for improvement
- Audits and quality measurements which provide an overview of quality standards and their fulfilment
- Quality documentation containing the full range of processes and process documents used by all the departments of the organisation, thereby ensuring a standard level of quality throughout the entire SPC.
Quality policy
The Swiss Paraplegic Group - the Swiss Paraplegic Foundation and its subsidiaries and partner organisations - gears its activities according to the following core principles, which are based on the 2013 version of the EFQM (European Foundation for Quality Management) model:
Generate benefits for patients and clients
At the SPC, patients and clients take centre stage. Their needs and wishes are taken into consideration – and often exceeded – so that we as a firm can enjoy continued success and maintain our industry foothold in an economic environment marked by mounting competition and increased levels of transparency. The commercial success of our services depends entirely on our ability to provide premium medical care and cultivate the relationships and loyalty of our customers and patients.
Create a sustainable future
Our executive staff are well aware of their social and economic responsibility. By improving our services and respecting the social, economic and ecological concerns of our stakeholders, we are able to have a positive impact on the environment.
Develop the capacities of our organisation
Our company doesn’t just accept change – we encourage and sustain it in a proactive and innovative fashion. A drive for innovation combined with effective change management both inside and outside the organisation allows us to meet all new challenges head-on.
Promote creativity and innovation
Our company makes use of ongoing improvements and periodic innovations to generate value and improve performance. We encourage our employees to try new things and expand their horizons. We believe in admitting our faults and learning from our mistakes.
Lead with vision, inspiration and integrity
Our managerial staff lead with vision, and offer employees direction in times of change. They provide for stability, but at the same time are open to change. They act in line with the overall goals of the company. SPC managers are role models, and exemplify our values and ethical standards.
React proactively to change
SPC managers are the advocates of a culture that encourages free and open expression. Decisions are based on facts, and therefore become transparent. Opportunities and risks are recognised and responded to effectively, as the situation requires.
Attain success with our employees
Our employees are our most valued resource. They deserve trust, appreciation and respect.
Our employees bring joy and passion to their work, and are enthusiastic backers of the Swiss Paraplegic Group. They are bound to our values, guiding principles and code of ethics, and operate accordingly. SPC employees are driven by strong common sense, personal initiative and accountability, as well as loyalty and an openness to change. We enjoy an honest and cooperative relationship with our employees, even those who decide to leave us.
Achieve outstanding long-term results
Our company consistently achieves outstanding results in the area of healthcare, thereby meeting the short and long-term expectations of its stakeholders. These results are analysed to allow for continued improvements to be made to our services, as well as to provide for long-term benefits.
Quality awards
The Swiss Paraplegic Centre has won the following quality awards:
IT processes of the Swiss Paraplegic Centre for the provision of ICT services to the Swiss Paraplegic Group
Patient safety
Patient safety measures are aimed at encouraging a culture of safety at the Swiss Paraplegic Centre, and helping patients learn from their mistakes.
CIRS
CIRS stands for “Critical Incident Reporting System”. It allows for critical events to be recorded in everyday clinical situations. SPC employees report an event as critical when it has come close to harming a patient or generating mistakes. They also make suggestions as to how such events can be avoided in the future. Thanks to these anonymous messages, measures are taken to improve the safety of patients.
Feedback and complaints
We are committed to having sponsors, patients, visitors and partners actively participate in our continual improvement process. Thanks to a work environment that promotes constructive criticism, we are able to promote the continued development of the Swiss Paraplegic Group and its subsidiaries. Patients are free to communicate any requests, wishes or feedback to the employees of the Quality Management Department.
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