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Quality management

Quality management is an essential element for Privatklinik Bethanien, which is seen as an instrument for strategic management and control and is actively practised with the aim of ensuring a consistently high level of quality for our patients and stakeholders.

Privatklinik Bethanien meets the highest quality standards and at the same time strives to continuously improve. Independent third parties check compliance with the standards and provide suggestions for optimisation. Among other things, we are regularly put through our paces by «Swiss Leading Hospitals» and the ISO certification body, and in return we receive a certificate of excellence that confirms our compliance with above-average quality standards.

97,4%
of all patients felt that they were in good hands with us at all times in 2021.

Patient satisfaction results 2021 (MECON): 

We are extremely pleased that almost 95 % of our patients would recommend Privatklinik Bethanien to their friends and acquaintances.

97 % of our patients rated the clinic as good or very good and 97.4 % felt they were in good hands with us at all times. These results are based on the patient satisfaction study conducted by Mecon, an external partner that verifies the quality standards of our hospitals. These results reflect a consistently high level of satisfaction among our patients.

Quality policy for private hospitals Swiss Medical Network – region ZH, SH, SG

Sustainable quality management is a key element for the private hospitals of the Swiss Medical Network Group in the regions of Zurich, Schaffhausen and St. Gallen. The senior management of the hospitals fulfils their leadership responsibility by ensuring that the principles of quality management are understood, promoted and applied in day-to-day operations. By quality we mean the balance between continuous top performance, cost-effectiveness, efficiency and effectiveness. We strive for excellence in everything we do. As a member of various institutions and associations (e.g. ANQ National Association for Quality Development in Hospitals and Clinics or Swiss Leading Hospitals), we are committed to meeting the relevant standards at all times.

By systematically managing our activities, we create a permanent awareness of quality at all levels and continuously improve our performance. We plan, maintain, check and improve our quality management according to the basic principles of ISO 9001:2015 and the control loop of the Deming model. We evaluate our performance on the basis of the results of audits, customer surveys, measurements and periodic inspections by external certification bodies, e.g. in the context of ISO 9001:2015. The effectiveness of the resulting measures is regularly reviewed.

Find out more about quality management at Swiss Medical Network

Our quality management is based on the following basic principles:

Customer orientation

Customer orientation, both towards our patients and towards our affiliated doctors, is at the heart of everything we do. At all levels, we respond to their needs individually and personally. The protection of personal data is ensured.

Resource orientation

The hospital management ensures that the necessary resources for all quality management activities are planned and provided in good time. The basis for this is the job planning and budgeting phase integrated in the annual cycle, as well as the planning of projects.

Employee orientation

The potential and specialist skills of our employees are promoted in a targeted manner. This enables us to ensure a consistently high level of service quality and also to ensure that employees identify strongly with the strategy and objectives of the hospital.

Process orientation

When implementing our quality management system, we pay attention to the process-oriented approach. With perfectly coordinated processes, we achieve high process efficiency, service quality and security. Clearly defined duties and responsibilities guarantee a structured handling of opportunities and risks and the management of further areas of action.

Result oriented

All quality management activities are geared towards achieving our strategic objectives and are supported by accompanying measures from comprehensive risk management. We offer services of the highest medical quality and professionalism. In doing so, we work in a goal-oriented manner and track selected metrics and key figures with regard to the interested parties in order to meet their requirements and needs.

Innovation oriented

As part of the Swiss Medical Network Group, we take advantage of opportunities to participate in or promote pilot projects, research projects and medical innovations. Findings from this are incorporated into our planning and task design. Employees are encouraged to contribute their ideas and support their implementation.

Continuous improvement

The continuous and sustainable improvement and optimisation of our services is ensured by the quality management system. We continuously improve our processes, tools and outcomes through creative, innovative and learning-oriented activities. The hospitals have various established channels at their disposal for this purpose, e.g. audits, training courses, reporting platforms, measurements, suggestion schemes and surveys. The maintenance and further development of our quality management is ensured by a well-coordinated management team as well as various committees and specialist groups, which meet at regular intervals. This quality policy forms the basis of our quality planning. It is reviewed periodically and critically and adjusted if necessary.

Certifications

Swiss Leading Hospitals (SLH)

As a member clinic, we are committed to the highest quality standards in all areas of the clinic. Compliance with these standards is checked every two years by a neutral certification body and ensures that our above-average performance is maintained in the medium and long term. A combination of performance and development criteria encourages continuous improvement, thereby strengthening our role in quality assurance in the Swiss hospital landscape. The result is tangible quality for our patients, which can carry the «BEST IN CLASS» label.

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ISO 9001:2015 – Swiss Safety Center (SSC)

Our clinic is certified according to this standard, which is widely used and comparable both nationally and internationally. It shows the requirements that have to be implemented with regard to customer needs as well as product and service quality. The standard is thus a proven instrument for increasing the transparency of operational processes and subsequently optimising the efficiency of corporate performance. The annual review by the certification body SSC also ensures continuous and sustainable improvement of the management system.

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Hygiene management

Hygiene in hospitals is one of the basic elements of successful hospitalisation. The key tasks of hospital hygiene and infection prevention include, on the one hand, identifying, analysing and preventing nosocomial infections (infections acquired in hospital) and, on the other hand, defining and implementing preventive and improvement measures to ensure patient safety in the best possible way.

In order to be able to implement this goal-oriented approach, close cooperation between experts in hospital hygiene and infection prevention with the relevant Link-Nurse departments, hospital hygienists and infectiologists is required. In addition, we maintain regular contact with external healthcare institutions, whose valuable support makes a significant contribution to the quality development of the clinic and to quality assurance in the treatment process.

Memberships and partners for quality assurance

MECON

Patients are our priority. Their feedback is important and provides valuable information on how we can continuously improve the patient experience. After each stay, we survey our patients with the help of our external partner «Mecon measure & consult GmbH» to find out how they experienced their stay with us. The evaluation of the medical care by our registered doctors and staff is of primary importance. No less important are the wellness aspects, such as the limousine service, the hotel facilities, the culinary art and the impeccable procedures from the moment of admission to the moment of discharge.

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ANQ

National Association for Quality Development

ANQ's mandate is to define relevant quality indicators, to conduct quality measurements to provide the national comparison and to communicate the measurement results transparently.

The Swiss Medical Network institutions take part in the ANQ surveys every year. The results enable the institutions to compare themselves with hospitals and clinics nationwide and to take targeted measures to improve the patient experience.
In the ANQ patient satisfaction survey 2021, 77% of all Swiss Medical Network institutions were above the national average.

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SIRIS - Swiss Implant Register

Basierend auf dem nationalen Qualitätsvertrag zwischen ANQ und den Mitgliedskliniken wurde SIRIS (Schweizerisches Implantateregister für Hüft- und Knieprothesen) 2012 eingeführt. Ziel dieser Erfassung ist die bestmögliche Versorgung der Patienten sowie die Beurteilung der langfristigen Implantat- und Behandlungsqualität. Die daraus gewonnenen Ergebnisse erlauben zudem einen Qualitätsvergleich mit anderen Spitälern.

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Swissnoso

Swissnoso is dedicated to reducing nosocomial infections and multidrug-resistant germs that can occur during a stay or treatment in a hospital. Practicable modules are offered in the area of surveillance and prevention. The Swiss Medical Network institutions continuously monitor possible cases of infection or the long-term course of wound healing and report these to Swissnoso. Useful data for quality control is generated and evaluated from this.

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CIRS - Critical Incident Reporting System

Our CIRS reporting platform is a reporting and learning system that allows the identification of risks or critical events. The system is an essential element of clinical risk management and allows the anonymised reporting of incidents that may occur during different procedures - e.g. during the administration of medication, communication, documentation, the exercise of standard processes or even the use of technical equipment. The goals of CIRS are the proactive handling of critical events, the further development of the hospital's internal safety culture and the increase of patient safety.

H+

Together with the employee organisations in the healthcare sector, H+ has developed an industry solution for the implementation of the legal provisions regarding occupational safety and health protection. This also includes regular hazard identification in the hospitals in order to reduce safety risks, create optimal working conditions for employees and prevent illnesses or accidents through sustainable absence management.

More information

Feedback or questions?

Do you have a concern, a suggestion for improvement or would you like to tell us anything else that you noticed – either positive or negative – at our hospital?

Please do not hesitate to contact us. We look forward to receiving your e-mail or contact the people below directly.

Christine Reutlinger

Director operations Klinik Pyramide am See

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