Superior quality healthcare is the very heart and soul of a modern hospital: this is an on-going process and is fundamental to the accreditation recognition and acceptance. The goals Essentially, our aim is to achieve, maintain and where possible improve upon the best quality medical and non-medical services through: Patient centered care which means individualised and thorough attention to patient needs, every step of the way, from initial consultation to diagnosis to treatment to recovery. Read about our nursing care. Culture of patient safety. From the moment you step through our doors, your health and care are our foremost responsibility. Every precaution is taken on your behalf to minimise the possibility of acquired infection. Disposable syringes, bandages and instruments; 24-hour monitoring of your condition; and, isolation wards for infectious diseases are some of the hygiene precautions we employ. Compliance with international standards, procedures and protocols. In order to receive accreditation as an international standard facility, we must adhere to the highest accepted levels of excellence, as stipulated by the relevant world health authorities.

Who is in charge?

Every patient is different, each with their own needs, preferences and concerns. To ensure that your individual case is given the unique care it requires, FVH has a number of touchpoint measures which continuously monitor every aspect of hospital life.

• Quality Assurance Department: every item, every action, every medication, every facility within FVH is kept track of 24-hours-a-day. Constant monitoring is required to ensure the international healthcare standards which we provide.
  
  
• Customer Service Department: from the moment you are admitted to FV Hospital, your progress, your needs and your requests will be noted and acted upon by an appointed Customer Service officer. During your stay, they will visit you – at least twice – to determine first-hand your status, comfort and, if any, concerns.

How do we do it?

Simply put, by giving strict attention to every detail relating to superior healthcare and through adherence to recognised international healthcare guidelines as stipulated by the relevant controlling bodies.

Policies & Procedures: in keeping with our corporate vision of being a leading medical provider in Asia, we adhere to the highest international standards of healthcare in everything we do. You may read further about these guidelines in thePatient Charter.

Committees providing guidance and oversight: To ensure correct procedural efficiency, FVH has several committees, comprising senior surgeons and technical personnel who oversee key medical activities, for example:

• Operating Theatre Committee – this group comprises the heads of all specialist departments who review each and every patient’s case prior to a surgical procedure being agreed
• Hospital-Acquired Infections Control Committee – to maintain and ever-improve the high standards necessary to contain infection
• Hygiene Operational Committee
• Risk Management Committee
• Drugs & Sterile Medical Devices Committee
• Quality Driving Committee
• Fire Safety Committee

Training our staff is an on-going commitment which is supervised by both senior staff members and visiting specialists. Training covers three key areas:

• knowledge and skills training to ensure that all staff are fully cognizant with the latest technical advances and healthcare procedures
• language training to ensure that patients can be clearly understood and can clearly understand proscribed treatment, hospitalisation and protocol
• Customer service, the patient is our primary concern. Our mission is to provide the highest quality service possible – medical and non-medical – to each and every patient.

Measurement & Assessment of the quality of our services

• Patient satisfaction surveys: patients are encouraged to participate in their own healthcare programmes by asking questions of the attending physicians to ensure their full understanding of proposed procedures and after care. An easy to understand Patient Satisfaction Survey form is supplied to each patient in which every aspect of your time with us can be assessed and graded by you. A similar questionnaire is supplied to out-patients to solicit relevant feedback.
  
  
• Staff satisfaction surveys: each attending staff member will also assess and grade the standard of attention and care given to each patient along with noting any comments the individual patient may care to contribute.
  
  
• Mystery caller programmes: from time to time, we even check up on ourselves. This programme involves third party individuals who call anonymously to enquire of certain FVH services and then rate the level of professionalism, information, friendliness and consideration extended by the various hospital staff interviewed.
  
  
• Dry runs (full rehearsals): in order that we can provide international standard healthcare services of every complexity, full training sessions are regularly held with the relevant teams enacting every aspect involved in a given situation from out-patient scenarios to full emergency procedures.
  
  
• Complaints analysis (root cause analysis): if a complaint is received, the case is put to a governing committee comprising senior hospital staff who will evaluate the complaint and get to the bottom of the situation. Corrective action is then recommended and acted upon.
  
  
• Incident analysis: should an incident occur, it is important that we understand how it came about and what we should do to prevent a similar event being repeated in the future.