NPGRUP stands out as a lifestyle focused on improving the lives of patients by adopting quality and modernity in healthcare services. With its slogan "From Science to Health" and professional staff, it has accelerated its Quality Management System efforts since June 2009.
Quality approaches play a leading role in corporate change management. Strategies for the Quality Management System bring significant speed and awareness to corporate activities and support reliability in healthcare services. Issues such as quality, patient satisfaction, continuous improvement, safety and ethics broaden the perspective of employees.
NPISTANBUL Hospital reinforces its scientific leadership in the sector asthe first Neuropsychiatric Hospital to comply with JCI, Ministry of Health and ISO 9001:2015 standards. The hospital adopts a philosophy of continuous improvement that includes patients and employees.
Evidence-Based Process Performance Management
NPISTANBUL Hospital management supports improvement activities at every stage. Continuous improvement is aimed with the Process Performance Measurement System developed by Quality and Human Resources. Quality indicators compliant with JCI, Ministry of Health and ISO 9001:2008 standards have been determined. These indicators are selected based on the hospital's vision, service processes and needs.
In order to measure and improve process performance, the Quality and Human Resources Department and relevant managers have identified "Quality Indicators" in line with Joint Commission International (JCI) Hospital Accreditation Standards, Ministry of Health Service Quality Standards and ISO 9001:2008 QMS Standard.
Quality Indicators were determined by considering NPGRUP's vision, mission, quality objectives, basic service processes, patient and employee needs. The following characteristics are taken into consideration in determining the priorities:
High volume activities: Activities that occur frequently and involve a large number of patients and staff.
High-risk activities: Situations such as injury and infection as a result of misapplication or non-application.
Problem-prone activities: Activities that tend to cause problems or complications for patients or staff when they are performed.
These indicators, which were determined for the managerial and clinical processes of NPGRUP Healthcare Organizations, focused primarily on the following issues;
- Assessment of patients,
- Laboratory services,
- Radiology and diagnostic imaging services,
- Use and management of medicines
- Medication errors and near misses,
- Use of anesthesia and sedation,
- Availability, traceability, content and use of patient records,
- Prevention and control, surveillance and reporting of infections,
- Clinical trials,
- The procurement process of routinely needed consumables and medicines that are vital for meeting patient needs,
- Annual reports required by law and regulations,
- Risk management,
- Resource utilization management,
- Expectations and satisfaction of patients and their relatives,
- Employee expectations and satisfaction,
- Demographic characteristics of patients and clinical diagnoses,
- Prevention and control of incidents that threaten the safety of patients, relatives and staff.
Accurate, Reliable Diagnosis and Treatment, First Time and Every Time
In the light of all these activities, while coordination between activities is increased with an effective quality documentation system, errors are reduced with an integrated service understanding, increased governance, standardization, quality awareness, coordination and participation. Consistency increases in terms of service recording and sustainability. In this way, the organization is positioned as close to zero error as possible. At NPISTANBUL Hospital, "Neuropsychiatric Clinical Care Maps (Neuropsychiatric Clinical Pathways)" specific to diagnosis and treatment groups have been prepared as a result of meticulous and intensive studies in the light of national and international references. In this way, no medical practice that needs to be questioned, screened, evaluated and performed is skipped while the treatment plans of the patients are created and this plan is put into practice.
Infrastructure and Facility Design Focused on Patient and Employee Safety
Patient Safety is ensured at every stage with smart building technology designed specifically for the needs of neuropsychiatry patients. Measures have been taken for all medical and administrative risks. These measures are periodically evaluated through the Infrastructure, Facility and Risk Management Program. NPISTANBUL Hospital, which successfully completed its first audit according to ISO 9001:2008 standards in 2010 and continued until 2023, was audited again on October 13-14, 2023 according to the revised ISO 9001:2015 standards with the new branches added to Üsküdar University, NP Feneryolu Medical Center and Üsküdar University NP Etiler Medical Center, and successfully completed this audit and ensured the continuity of the certificate. In addition, the Company was audited for the first time on October 22, 2022 according to ISO 10002 Customer Satisfaction standards, an international standard that aims to effectively manage customer complaints and increase customer satisfaction. Within the framework of ISO 10002 Customer Satisfaction standards, an audit was conducted again on October 13-14, 2023 and this audit was also successfully concluded and the continuity of the certificate was gained with its patient-oriented approach.