The Latvian Health Tourism Cluster (LHTC) has developed a quality standard assessment system that includes 3 levels – BASIC, ADVANCED and SUPERIOR. With the main goal of providing every customer with the very best service. In order to improve the quality of services, it is important to understand what improvements are needed, which is why patients, staff and representatives from LHTC are involved in assessing quality standard and implementing further measures.
The aim of the quality standard assessment system is to highlight those companies that have implemented the necessary requirements, to provide advice and support for the necessary improvements, as well as to learn from good examples – to transfer good practices to other Latvian medical institutions and health tourism companies. Thus raising the quality standard for medical services and hospitality provided by the Latvian medical industry in general.
THE CERTIFICATION PROCESS
LHTC members can apply for certification by choosing one of 3 levels, according to their capabilities. In order to obtain any of the levels, the member company must collect answers to the outpatient / inpatient questionnaire or Spa center clients questionnaire developed by the LHTC, fill in the application form and present the necessary documentation during an on-site examination. On-site inspections assess the Quality and safety system, Quality and safety system in relation to patients / customers, Requirements for company management (in relation to the staff), Requirements in company management (in relation to patients / customers), Quality requirements in the company, and Requirements for service staff. After the inspection, the representatives of LHTC evaluate the compliance of the medical institution with the certification requirements. The certificate is granted for 2 years. After two years, the operation of this medical institution is re-evaluated – development, succession in the implementation of various measures and analysis of patient questionnaires, dynamics with previous years, as well as monitoring of staff satisfaction and improvements, and other quality-related measures.
QUALITY STANDARD ASSESSMENT SYSTEM, EXPLANATION OF ITS LEVELS
The BASIC level certifies that the medical facility meets all the essential requirements for working with local and foreign patients. Clinics that have achieved the level of ADVANCE pay special attention to the quality of services provided. And the treatment facilities that have obtained the level SUPERIOR meet the requirements of the highest quality standard, paying special attention to medical tourism. Each of the levels also envisages greater involvement of these medical institutions in various LHTC marketing activities abroad, as well as envisages a number of support measures on the part of LHTC in the further development of its company.
Clinics that have received one of the certificates can be recognized by the badge of the relevant quality standards assessment system in the clinic’s profile. Clinics that have received evaluation so far and their validity periods are listed below:
Clinic EGV – SUPERIOR quality standard certificate received on March 14, 2022 – valid till March 14, 2024.