Our Quality Certifications and Approach

NPGRUP stands out as a lifestyle focused on improving patients' lives by embracing quality and contemporaneity 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 pioneering role in corporate change management. Strategies aimed at the Quality Management System significantly accelerate and raise awareness in corporate activities, supporting reliability in healthcare services. Topics such as quality, patient satisfaction, continuous improvement, safety, and ethics broaden the perspective of employees.

As the first Neuropsychiatric Hospital complying with JCI, Ministry of Health, and ISO 9001:2015 standards, NPİSTANBUL Hospital reinforces its scientific leadership in the sector. The hospital adopts a philosophy of continuous improvement that includes its patients and employees.

Evidence-Based Process Performance Management

The management of NPİSTANBUL Hospital supports improvement activities at every stage. Continuous improvement is aimed through the Process Performance Measurement System developed by Quality and Human Resources. Quality indicators compatible with JCI, Ministry of Health, and ISO 9001:2008 standards have been established. These indicators are selected by taking into account the hospital vision, service processes, and needs.

“Quality Indicators” compatible with Joint Commission International (JCI) Hospital Accreditation Standards, Ministry of Health Service Quality Standards, and ISO 9001:2008 QMS Standard have been determined by the Quality and Human Resources Department and relevant managers in order to measure and improve process performance.

Quality Indicators have been determined by considering NPGRUP's vision, mission, quality objectives, core service processes, and patient and employee needs. The following features are taken into account when determining 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 that occur as a result of misapplication or failure to apply.

Problem-prone activities: Activities that tend to create problems or complications in the patient or staff when applied.

Determined for the managerial and clinical processes of NPGRUP Healthcare Institutions, these indicators have primarily focused on the following subjects;

• Assessment of patients,
• Laboratory services,
• Radiology and diagnostic imaging services,
• Use and management of medications,
• Medication errors and near-miss events,
• Use of anesthesia and sedation,
• Availability, traceability, content, and use of patient records,
• Prevention and control, surveillance, and reporting of infections,
• Clinical trials,
• Purchasing process of routinely needed consumables and medications of vital importance in meeting patient needs,
• Mandatory activity reports by laws and regulations,
• Risk management,
• Resource utilization management,
• Expectations and satisfaction of patients and their families,
• Employee expectations and satisfaction,
• Demographic characteristics and clinical diagnoses of patients,
• Prevention and control of events threatening the safety of patients, families, and employees.

Accurate and Reliable Diagnosis and Treatment the First Time and Every Time

In light of all these activities, while inter-activity coordination is increased with an effective quality documentation system, errors are reduced through an integrated service approach, increased governance, standardization, quality awareness, coordination, and participation. Consistency in terms of service recording and sustainability increases. Thus, the institution is positioned as close to zero errors as possible. In NPİSTANBUL Hospital, in light of national and international references, and as a result of meticulous and intensive work, “Neuropsychiatric Clinical Pathways” specific to diagnosis and treatment groups have been prepared. Thus, while creating and implementing patient treatment plans, no medical application that needs to be questioned, screened, evaluated, and performed is skipped. 

Infrastructure and Facility Design Focused on Patient and Employee Safety

Patient Safety has been ensured at every stage with smart building technology specially designed for the needs of neuropsychiatric patients. Precautions have been taken for all medical and administrative management risks. Through the Infrastructure, Facility, and Risk Management Program, these precautions are evaluated periodically. Having successfully completed its initial audit according to ISO 9001:2008 standards in 2010 and maintained this until 2023, NPİSTANBUL Hospital, along with the new branches added to Üsküdar University, NP Feneryolu Medical Center, and Üsküdar University NP Etiler Medical Center, underwent re-audit according to the ISO 9001:2015 standards revised on October 13-14, 2023, successfully completed this audit, and ensured the continuity of the certificate. Furthermore, the hospital underwent its first audit on October 22, 2022, in accordance with ISO 10002 Customer Satisfaction standards—an international standard aimed at effectively managing customer complaints and increasing customer satisfaction—and successfully completed this audit process without any non-conformities. Within the framework of ISO 10002 Customer Satisfaction standards, the hospital underwent re-audit on October 13-14, 2023, and this audit also concluded successfully, securing the continuity of the certificate with its patient-centered approach.