Ramsay Health Care’s principle “People Caring for People” was developed over 25 years ago and has become synonymous with Ramsay Health Care and the way we operate our business. We recognise that we operate in an industry where “care” is not just a value statement, but a critical part of the way we must go about our daily operations in order to meet the expectations of our customers – our patients.
Ramsay Health Care is committed to ongoing improvement of patient care in all areas. While we have an excellent record in delivering quality patient care and managing risks, Ramsay Health Care continues to focus on improvements that will keep it at the forefront of health care delivery. To this end, Ramsay Health Care prides itself on listening and responding to the needs of our patients. We continually evaluate and improve on all aspects of our performance through customer satisfaction surveys and formal feedback processes.
Ramsay Health Care has a strong commitment to patient safety and quality and this is reflected in our organisation-wide approach to:
- Reviewing and improving on a continuous basis the performance of our patient safety and quality systems;
- Assisting our healthcare professionals and Visiting Medical Practitioners to monitor the safety and quality of care they provide; and
- Ensuring accountability for the safety and quality of care at all levels of our organisation right through to the Board of Ramsay Health Care.
The Ramsay Health Care Board and Risk Management Committee endeavour at all times to fulfil their governance responsibilities by demonstrating strong strategic leadership in safety and quality, supporting Ramsay Health Care staff and accredited medical practitioners in their efforts to provide safe, high quality care, and monitoring and responding to the performance of Ramsay's patient care systems in both inpatient and day patient settings.
Our Clinical Governance Framework
Ramsay Health Care has developed a comprehensive Clinical Governance Framework based on an integrated approach to clinical risk management and continuous quality improvement. This Framework measures four major areas of organisational performance including:
- Clinical Risk Management (making sure our services are safe and minimising risk of error)
- The Ramsay culture promotes and encourages staff to report incidents, risks and near misses;
- Incident Management policy outlines the process for assessing and investigating incidents;
- Ramsay clinical policies are developed in accordance with evidence based best practice;
- Clinical, risk and safety policies are reviewed on a regular basis and updated as required; and
- Ramsay has a strategy and policy for ‘whistleblowers’.
- Clinical Effectiveness (making sure that the clinical services we provide are effective)
- Quality and Safety Indicators are used to measure and monitor performance;
- Quality plans are initiated when significant issues are flagged;
- Quality and Safety Indicators are benchmarked nationally;
- Serious clinical incidents are reported and investigated;
- Clinicians are represented on the Governance Committee and expert clinical advisory panels;
- High risk areas are audited on a regular basis;
- Quality performance and safety issues are reported to the Ramsay Board; and
- All facilities meet the standards for accreditation.
- Effective Workforce (making sure our staff are competent and up-to-date)
- Facility Rules are available to all existing and new medical and allied health personnel;
- Ramsay Health Care has a strict process for checking credentials, registration and scope of practice for all clinical disciplines;
- Ramsay has targeted education and competency requirements in all clinical areas with a particular focus on high risk areas; and
- Staff are orientated and updated on quality and risk systems.
- Consumer Participation (involving our patients and carers in their care)
- Consumers participate in our risk management and quality improvement activities;
- Consumer complaints and feedback processes are managed in a timely way;
- Consumer feedback from Ramsay Patient Satisfaction Surveys informs strategic and business planning; and
- Open disclosure between clinicians and consumers is actively promoted when things don’t go to plan.
Performance across these areas by all Ramsay hospitals is closely monitored by the Company’s Risk Management Committee and the Board of Ramsay Health Care.
Ramsay Health Care acknowledges that accreditation is an important driver for safety and quality improvement and has actively participated and contributed to the development of the new standards through participation on various healthcare industry working parties and consultation bodies. Through accreditation Ramsay Health Care has been able to assess its level of performance in relation to established standards and implementation of continuous improvement.
- All Australian facilities are accredited with the Australian Council on Healthcare Standards (ACHS) or certified by the International Organization for Standardization (ISO).
- All three Ramsay Health Care Indonesian facilities are accredited through Joint Commission International (JCI).
- All Ramsay Health Care hospitals in the United Kingdom are accredited by the Care Quality Commission (CQC).
- Ramsay Santé hospitals in France are accredited by the government controlled Haute Autorité de Santé (HAS) which performs mandatory assessments.
- Under strict regulations, accreditation results of all hospitals in the UK and France are publicly reported.