Отдел менеджмента качества и безопасности пациентов

Department of Quality Management and Patient Safety

The Quality Management and Patient Safety Department

is a structural unit responsible for systematic management of

healthcare quality and implementation of patient safety policies

at all levels of service delivery within the organization.

The purpose of the department’s activities:

To improve the quality of medical care and ensure patient safety through the implementation of effective mechanisms for management, monitoring, evaluation, and continuous process improvement.

Main tasks of the department:

· Implementation and maintenance of the internal system for quality control of healthcare services;

· Monitoring compliance with standards, clinical protocols, procedures, and regulations;

· Analysis of adverse events and risks for patients and staff;

· Organization of internal audits, tracers, surveys, and patient feedback collection;

· Participation in preparation for national accreditation and external quality assessments;

· Organization of staff training on quality and patient safety issues;

· Development of corrective and preventive actions based on audit and inspection results.

Strategy for the development of the department:

· Building a culture of quality and safety among staff;

· Automation and digitalization of quality control and assessment processes;

· Active implementation of international best practices and standards;

· Increasing patient satisfaction through continuous service improvement;

· Reducing the risk of medical errors and improving clinical effectiveness.

Areas of responsibility and functions:

· All structural divisions of the medical organization;

· Work with internal and external reporting on quality-related issues;

· Monitoring compliance with accreditation standards and regulatory requirements;

· Ensuring transparency of patient interaction processes;

· Preparation of analytical reports and recommendations for improving the institution’s performance.

Patient Support Service

The Patient Support Service of the National Research Oncology Center was established with the aim of improving the quality of medical care, ensuring transparency and prompt response to citizens’ inquiries, as well as safeguarding patients’ rights and protecting their interests.

Main tasks of the service:

· Receiving inquiries, complaints, suggestions, and expressions of gratitude from patients and their relatives;

· Providing consultations on patients’ rights and responsibilities;

· Assisting in the resolution of conflict situations;

· Monitoring the timeliness and quality of consideration of inquiries;

· Monitoring patient satisfaction with medical services.

How to contact:

· In person (Room №3, 3rd floor, administrative block, working hours: 9:00 AM to 5:00 PM);

· By phone: +7 (7172) 570836;

· By submitting a written request in the citizens’ feedback box.

We guarantee:

· Confidentiality of the inquiry;

· Objective review;

· A response within the time limits established by law.

PATIENT SUPPORT SERVICE

Do you have a question, complaint, or suggestion? We are here to help!