The first Cluster’s Quality System Assessment certificates have been granted. The quality of services provided to foreign patients is of high importance. It is essential for the medical institutions of the Latvian Health Tourism Cluster to provide the best service possible to the foreign patients.
In order to improve the quality of our services, to increase the trust of foreign patients in our services and to increase customer loyalty and trust, in 2021 the cluster developed 3-level quality standard evaluation criteria for members of the Latvian health tourism cluster.
In 2022, the certification process of several cluster members – medical institutions – was started with the examination of documentation, on-site inspections, analysis of customer questionnaires and analysis of other information sources.
As of March 14, 2022, quality system assessment certificates have been awarded to:
CLINIC EGV – QUALITY SYSTEM ASSESSMENT CERTIFICATE SUPERIOR
LHTC level BASIC includes basic items that are necessary as a company that receives or wants to receive foreign patients and clients. LHTC level ADVANCED includes already higher-level quality requirements, this assessment is available to those who approach foreign customers with special attitude and attention. The highest level of LHTC, level SUPERIOR, is granted for companies that attract and receive foreign customers with extra return and originality, providing top-class services. Thus, companies that have received ADVANCED and SUPERIOR levels will serve as a great example of the cluster as for attracting foreign customers.
In the quality system assessment, patient questionnaires are evaluated, data are analysed, quality and safety guidelines and systems in each of the medical institutions are checked, the level of service, where the most important role is played by the staff, as well as premises, information materials, etc.
Obtaining a certificate at one of these levels serves as a quality guarantee for further work with foreign medical tourism markets and as a quality assurance for foreign patients in the choice of medical institutions. The year 2022 will be the Year of Improving the Quality of the Cluster, during which the certification process is taking place, the service is being improved, and practical training measures for staff are being continued.
Quality improvement activities are taking place as part of the project “Latvian Health Tourism Cluster” No. 188.8.131.52/16/A/010.
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