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Quality and Service Excellence

The National Healthcare Group (NHG) is committed to making quality our hallmark in line with our mission to provide effective, safe, efficient, timely, equitable and patient-centred care. We aim to create a safe environment and systems of work to support our healthcare professionals to provide the best care possible.

The following are the six domains of healthcare quality from the view of the patient. In essence, care must be:

Safe - Avoid injuries to patients from the care that is intended to help them.

Effective - Provide services based on scientific knowledge to all who could benefit and refraining from providing services to those not likely to benefit (avoiding under-use and overuse of services).

Patient-centred - Provide care that is respectful of and responsive to patient preferences, needs, and values, and ensure that patient values guide all clinical decisions.

Timely - Reduce wait times and harmful delays for both those who receive and give care.

Efficient - Avoid waste, including waste of equipment, supplies, ideas and energy.

Equitable - Provide care that does not vary in quality because of personal characteristics such as gender, ethnicity, geographic location, and socio-economic status.

NHG’s Quality Resource Management team continues to support NHG institutions in their quality initiatives to improve organisational performance, promote patient safety, and maintain a culture of continuous improvement. This is achieved by building and enhancing leadership and governance, capacity, capability, collaborations and partnerships. We perform several key roles including:

(a) Leadership and staff engagement in quality and safety;

(b) Quality and safety improvement;

(c) Enterprise risk management;

(d) Performance measurement;

(e) Training and development; and

(f) Sharing and spreading of ideas and innovations.

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