Focus on quality

At Attendo we always put quality first. By this, we mean that clients and patients should be satisfied with their care and health care, that the activities are continuously followed up and that our efforts are based on the latest knowledge within each area.

Attendo’s quality work continue twenty four hours a day, every day of the week. Everyone participates, but local quality coordinators and central quality functions play a key role.

To ensure excellent quality, we have our own quality system and an index - the quality thermometer - that continuously follows the development of the quality work.

High quality demands on the operation

Attendo’s operation is regulated in many ways, first by laws and regulation and secondly by contracts with customers. The external requirements are often very high, higher for private than for public providers. But at Attendo we place even higher demands on ourselves. Our quality work goes beyond the requirements set by legislators and employers. In this way, we know that we are always in the forefront.

The fact is, that in many cases, Attendo’s quality work has preceded laws and regulations that now apply to the entire industry.

Quality according to Attendo

To be able to fulfill our commitments and continuously improve, we are careful with how we define and work on quality in the operation. Attendo’s quality model is built on a definition of quality that consists of three parts:

1. Client and patient satisfaction: All activities are based on the client’s or patient’s preferences and needs. Attendo has long followed up satisfaction among clients and patients as well as among their relatives, and we see a positive trend over time. During the past few years, customers and public agencies have followed us, and today the National Board of Health and Welfare in Sweden, among others, conducts its own client surveys in care for older people throughout the country.

2. Systematic quality work based on continuous improvement: Working conscientiously and systematically at all levels with planning, execution, follow up and development is basic to Attendo’s operations. That the systematic quality work shall function well and pervade everything we do, is a goal in and of itself. That guarantees that we follow the laws and regulations and that we always identify and take advantage of improvement opportunities in the operation.

3. Best availabe knowledge: Attendo’s services are based on evidence-based praxis, in other words, the best available knowledge and proven experience. Attendo has a strategy and a work method for spreading evidence-based work methods throughout the entire organisation.

Attendos quality system

The quality wheel is our model for systematic quality work. The wheel’s four parts - planning, realisation, follow-up and development - contain work approaches and methods for daily work as well as for measuring, following up and developing our operations.

1. Planning

Order and clarity begin with good planning to ensure that resources are used in the best way. Users’ life stories, care plans, risk analyses and other descriptions of the activities the user needs, make up the basis for planning.

2. Realisation

Attendo’s quality system aims to ensure that care will be as good as possible. The client’s contact persons and valuation coaches, as well as our work with reporting special events and analyses are highly significant in regard to the quality of daily work. Planning sheets and check lists are used to ensure that all care activities are executed. Work is also facilitated by a number of manuals and instructions.

3. Follow-up

Attendo constantly strives to improve and actively work with follow up and development. Each month the quality work in the operation is followed up with the help of a quality thermometer. The thermometer is based on the gathered results from nine areas: client surveys, serious events, external reviews, internal quality reviews, reporting special events/systematic quality work, innovations and projects, valuation work, risk assessments and implementation plans/method work.

4. Development

There is nothing that cannot be improved and Attendo’s operations are no exception. Attendo’s development work is based on such things as surveys, internal quality audits and external quality reviews. Both large and small changes contribute to development, which is why creating a culture where continuous improvement is encouraged and good ideas are put into use, is highly prioritized. Attendo’s employees play an important role in the development of the operation. The quality department supports operations with activities and information that further improves quality.

The Quality Thermometer

In 2008, Attendo developed its own quality index - The Quality Thermometer. It has been improved over time based on changes in focus by the authorities and based on our own experiences. Today, The Quality Thermometer consists of nine parts and is a tool we use to take the temperature of the quality work in our operations.

The result is a combination of our most important quality criteria and is presented as a number between 1 and 100. Through results from the regional and company levels, we can compare operations and regions as well as follow the companies quality work in general. Local Managers, Regional Directors and Attendo’s Executive Management thus receive a good overview of how well the quality work is functioning.

Annual Quality Report

Every year Attendo compiles the results of the quality measures we have taken in our operations in a Annual Quality Report. The information that can be found the report shows the results we have achieved, as well as how we have changed our work methods over the year, refined our methods for measuring quality and improved the daily life of our clients and patients.

Read more about our Annual Quality Report here.

Attendo values

Competence - for us, competence means for example that we take pride in being at the forefront of quality in our industry and that we are willing to share our results openly.

Commitment - for us, commitment means for example that we have a ”can do attitude” and always try to exceed expectations.

Care - for us, care means for example that we make people feel safe & secure.

Contact

Attendo is the largest private provider of care services in the Nordic region. We provide services ranging from elderly and social care to health, medical and dental care. For more information contact us at +46 (8) 586 252 00.