Monitoring quality assurance
The quality is monitored at the group executive committee's monthly meetings, as well as with the authorities and our contractual partners.
Our group physician annually compiles a training and test plan for staff, together with the group leaders of training. Each of our offices has its own educated person responsible for training.
Each office also has its own responsible person for vehicles, equipment, drugs and supplies, protective clothing, billing, communications and so on. Each unit has an ambulance service manager, responsible for quality control. Shift leaders are responsible for the practical issues in daily operations, such as for substitute arrangements in cases of illness.
All feedback on service quality, staff behaviour and vehicles and equipment are stored in a database. The response can be collected onto reports, printed and statistical analysis, if needed.
A customer feedback system is being developed all the time and the business is managed on the basis of the information obtained. We are committed to treat and report the response in the way our contracts require. This is an important part of our quality assurance.
For the notification of deviations, incidents and dangerous situations, the group has its own online system as part of the IMS quality assurance program. If the matter requires urgent action in one place of business, the measures are taken by the managers. The group's occupational safety manager and the group physician will review progress reports every month and prepare a report on them to the group's executive committee. Changes in risks are monitored and reported to the responsible physician. Corrective measures are developed and improved by local managers and joint meetings of area managers.