Our quality commitment
Life Healthcare believes that transparency in reporting on the standard of healthcare their patients receive is of paramount importance in delivering patient-centered care.
You put yourself in our hands
Every day, Life Healthcare clinical staff – doctors, nurses and allied-health professionals – perform patient treatments ranging from routine to complicated. Since every procedure carries a measure of risk, Life Healthcare is committed to vigorously protecting patient safety, ensuring that each patient receives the best possible care and is treated with compassion, respect and dignity.
We also constantly monitor healthcare quality to address two key areas:
- Clinical excellence: providing world-class clinical care
- Improving patient experience: holistically addressing the needs of patients and their families
Life Healthcare commits to quality
Quality is at the heart of everything we do. It is more than a nice-to-have. Instead, it is a key driver of how we do business and treat patients. Our quality commitments include the following:
- Continually improving through implementing quality standards and international best practice
- Monitoring and improving the effectiveness of our quality management system
- Setting appropriate goals and objectives relating to safety, health and quality across the business
- Preventing adverse events to patients, customers, employees and the environment by means of proactive risk management
- Complying with relevant regulatory and governing body requirements
Transparency empowers patients
Life Healthcare is committed to patient-centric care and to that end, patients need to have the most accurate and up-to-date information, so they can make informed decisions about their health. In line with the Competition Commission’s Health Market Inquiry, we make our quality and patient safety data public, which further entrenches our commitment to patient safety.
Consistent monitoring creates success
While Life Healthcare benchmarks against itself since there is no standardised South African benchmark, we monitor and manage patient quality measures and results very closely, driving continuous improvement and sharing best practice, implementing specific initiatives at a national, regional and hospital level. We also report on and attempt to mitigate all adverse events with a focus on four key patient risk areas:
- Procedure related adverse events
- Pressure ulcers
Over the years as a result of constant surveillance, monitoring and improvement initiatives, the patient adverse event rate has decreased. This is due to the effort and dedication of our frontline workers in hospitals.
Measuring and improving the patient experience
Life Healthcare uses an independent service provider to obtain patient feedback through a survey process. All patients discharged from our hospitals receive an SMS or email within 48 hours after discharge. The survey touchpoints and questions are based on the Hospital Consumer Assessment of Healthcare Providers and Systems in the United States, with additional admission and food-related questions. This system is supported by a comment card process that patients and their families can use to provide qualitative feedback.
Our acute facilities, emergency units, mental health facilities and rehabilitation facilities provide patients with an opportunity to submit feedback on the experience that they had during their stay via electronic post-discharge survey. Patient experience feedback is used to identify areas for continuous improvement as we strive to ensure that our patients' experience is exceptional.
Our data is audited annually and the 2020 patient quality and safety scores will be shared soon. To view our latest quality scores (2019), click here.