The Hospital da Luz aims to achieve excellence in health care provision by focusing on the needs of each patient, offering care based on the latest scientific and technical advances in medicine while maintaining a solid and transparent relationship with all clients.
The quality strategy at the Hospital da Luz involves the whole organization since many different aspects of the service affect customer satisfaction and, consequently, the reputation and future of the neutwork hospitals and clinics.
Appropriate provision of health care services, patient safety and equity of care constitute the basis of the strategy for clinical quality. Other areas of quality that are of special importance are the integration of care and the inpatient experience.
In order to achieve excellence, the Hospital da Luz evaluates their practices in various aspects of the patients experiences, from admission to discharge, as well as during referrals to health services outside, establishes clear processes and procedures throughout the course of care, for the management of customer relationships, as well as for preventive and remedial actions involved in continuous improvement initiatives. It also analyzes and compares its results with those of other health facilities, both national and international.
Clinical quality is assessed by internationally recognized clinical indicators, including those for specific aspects of the service as well as general indicators. These indicators permit analysis of the treatment process, its impact and its results and contribute to translating compliance into good practices. Examples of these indicators are morbidity, mortality or readmission rates of patients, the incidence of potentially preventable complications or adverse events, among others.
From theory to practice
Quality in health care is a multidimensional concept, which involves such criteria as safety, effectiveness, efficiency, accessibility, equity and patient-centered care.
There is no single measure to define the excellence of a hospital. Our commitment to our clients is evident through our collective goal - to do everything in our power to provide the best possible health care - through the adoption of advanced technologies, recruiting and retaining the best professionals, modern and efficient facilities that serve the needs of clients and employees, and the continual focus on safe and consistent clinical practice for every patient we see.
The Hospital da Luz is implementing a set of measures in order to evaluate and continually improve upon the quality of care we provide.
Providing the Right Care
In this quality dimension, Hospital da luz evaluates its performance by means of different indicators, including the following:
- Prophylaxis of venous thromboembolism
- Prophylaxis of surgical wound infection
- Morbidity rate of respiratory infection in ventilated patients
- Mortality rates
- Patient ICU readmission rates
- Number of complex procedures requiring sustained learning curves
Safety in health care providing is a strategic vector in a hospital aiming for excellence and building trust with patients.
In this quality dimension, Hospital da Luz monitors its performance by means of the following indicators:
- Prevalence and incidence of infection
- Prevalence and incidence of stress
- Prevalence and incidence of pressure ulcers
- Occurrence of adverse incidents
Also in this scope, accomplishment is evaluated concerning the implementation of incident prevention procedures, such as:
- Informed consent
- Surgical checklist
- Admission epidemiologic inquiry
To get to know the experience of inpatients, Hospital da Luz can contact the patients by phone, after being discharged, asking them to answer a satisfaction survey.
This survey was elaborated according to international rules, allowing to compare its results with those of other health units, national or international.
For satisfaction surveys to inpatients, Hospital da Luz used H-CAHPS as base, an internationally recognized and scientifically validated model.
The surveys are applied by an external entity, via phone, to clients, aged between 16 and 75.
Client satisfaction is evaluated in different aspects and areas gathered as follows: Collaborators, Quality Perception, Hospital Environment, Food and General Satisfaction.