Quality of care and services
The advice, care and treatment that Medicover provides must be safe, appropriate and cost-effective, giving a good experience and an outcome that benefits the patient. ‘Appropriate’ means the right treatment at the right time provided by the right clinician in the right place; while ‘cost-effective’ is about delivering good outcomes at the best price for Medicover’s customers and patients.
Quality of both care and services is also crucial for Medicover to stay successful. Maintaining quality and effectiveness strengthens our position and enables us to attract the best medical practitioners.
We currently manage quality at the division or country level while continuing our efforts to establish a unified approach for the whole Company. Medicover’s Healthcare Services division applies a quality policy to guide its quality targets. The quality management system used by our Diagnostic Services division is ISO-certified. Both divisions apply a wide range of parameters to indicate the quality of our delivery. Some indicators are standardised across the industry and some are self-developed to suit our needs.
Each physician is assessed by clinical outcomes as well as by their attitude, effectiveness of decisions and customer satisfaction.
Overall, the satisfaction of patients visiting Medicover’s medical facilities is well above 90 per cent. Our patients are also willing to recommend Medicover – the Net Promoter Score for Medicover is higher compared to main competitors.
We have continued to develop a common approach to quality. Part of this aim is to define high-level key performance indicators to be used across the entire Company. Our Medical Advisory Council, which was established 2017, met three times in 2018. During the year, the Council focused on clinical indicators in Medicover’s hospitals to seek best practices, learn from it and extend it to other units. In addition, we can learn from the practices of our fertility centres, which have exceptional quality assurance.
Defining and applying the right indicators is both a challenge and an opportunity to further develop high quality operations and services. The standard indicators currently used in our sector and in Medicover principally focus on safety and on appropriateness of care. In the longer term we also want to capture and communicate clinical outcomes, that is the health benefits gained from treatment. Medicover’s Healthcare Services division has begun using surveys to see how patients in Poland view their treatments and the resulting outcomes.