Quality management system
How we manage quality and safety
Behind our service and treatment outcomes is a quality-management system — a living mechanism where every employee, from assistant to chief physician, takes part in a culture of continuous improvement. The chief physician leads it and answers for its implementation and operation.
Who stands behind your peace of mind
We have built a structure where quality management is not bureaucracy but daily practice.
Quality council, weekly
Heads of every service — ENT, dentistry, maxillofacial surgery, anaesthesiology — review each detail, roll out new standard operating procedures and analyse the patient experience. Our operations hub.
Medical commission, monthly
A deep expert review of the most complex clinical cases, where strategic treatment decisions are made.
Gemba walks
The chief physician and quality-council members regularly go to the floor to see how protocols are followed in practice and close any gap between theory and practice.
A no-blame culture — safety through honesty
MediLavia runs a no-blame culture. We encourage staff to report any risk or incident. This matters to you because our people do not hide mistakes — they prevent them. We study every report to make the system stronger.
My job as a leader is to create an environment where quality becomes a natural need for every employee. We do not look for the guilty — we improve processes. That is the highest form of responsibility to our patients.
Our management tools
Organisational structure
- A quality and safety officer has been appointed
- A quality council has been created with representatives of every service: ENT, dentistry, maxillofacial surgery, anaesthesiology, nursing, pharmacy
- A policy for reporting serious adverse events (sentinel events) has been developed
- A safety-reporting system has been implemented
- A system of planned and unplanned quality audits has been implemented and aligned with the medical commission
- A patient-experience analysis system has been implemented
- A no-blame culture is maintained for all staff
Medication safety
- Involving a general practitioner in multidisciplinary teams reduces medication problems and costs
- Standardised protocols for prescribing high-risk drugs
- A double check when administering high-risk drugs
- Staff training and feedback on errors
- Labelling syringes with doses to prevent mistakes
Pre-operative processes
- A standardised pre-operative verification checklist
- A pre-operative assessment protocol for ENT and maxillofacial patients
- Medication reconciliation involving pharmacists
- An airway-assessment protocol
- A checklist for paediatric patients
Intra-operative processes
- The WHO checklist adapted for ENT and maxillofacial surgery
- An antibiotic-prophylaxis protocol
- An instrument and material count protocol
- Vital-signs monitoring
Infection safety
- A healthcare-associated infection prevention programme with active surveillance
- Hand-hygiene protocols with above 90 percent compliance
- Standard and additional precautions
- Protocols for aerosol-generating procedures
- An antimicrobial stewardship programme
Digitising quality metrics
- Regular monitoring of key quality and safety indicators
- Leadership review of metrics and design of corrective and preventive actions
- Public reporting of results
- Benchmarking against other organisations
Staff training and development
- Regular training on safety protocols
- Simulation drills for critical situations
- Teamwork and communication training
- Training in quality-improvement methods
- Regular review of all standard procedures and regulations
- Annual review of the privileges list for doctors and nursing staff
Continuity and teamwork
At MediLavia you are not just one doctor's patient — you are protected by the whole clinic. Clinical handoffs follow strict protocols, so no detail of your case is lost when you move from one specialist to another. Quality management is not a formality for us but the foundation of our work. We are building the safest clinic.
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