Management model
Rede D’Or has a structured quality and patient safety program, based on the governance clinical pillars, to offer society a safer patients treatment environment and the best possible outcomes, according to the treated patients’ profile.
This program has four pillars, as shown in the figure below:
Technical quality
1.
Performance Improvement
- Process management
- IQT Management
- Accuracy of
Indicators - Variable salary
- Improvement Cycles
- Technical Visits and Practice Manual
2.
Quality management
- Document management
- Assistance Practices
- Professional development
- Events and Campaigns
3.
External Drivers
- Certifications
- ANAHP/EPIMED interface
- Assessment of Patient Safety Practices – ANVISA
4.
Patient Safety
- Risk management
- Event Notification
- Research Perception Culture Safety
- Patient Experience
- Clinical Audits
To improve the customer experience, we have management reports (Pearson correlation, HCAHPS indicators and segmented IS), showing more detailed data, in order to facilitate the failures identification and the continuous improvement our performance level. In 2022, our efforts to provide better care to our patients were recognized with second place in the Customer Centricity World Series Awards, in the Best Measurement of Customer Experience category promoted by the consulting firm Arcet Global. Rede D’Or also won third place in the Best Customer Experience Strategy category.