After the care crisis in 2019, Attendo Finland has through systematic improvements increased customer and relatives satisfaction, and also reduced both the number of inspections and remarks from supervisory authorities.
New way of working with quality improvement
Industry-leading quality improvement
Attendo was the first care provider in the industry to establish a digital quality system. The latest version is called AQ20. The quality initiatives for each local operation are entered into the system and evaluated based on three aspects: customer satisfaction, systematic improvement and best available knowledge.
The system is used to generate Attendo’s own quality index, the Quality Thermometer. It consists of nine components within the three mainstays. Each component and the weight assigned to it is adapted to local operations.
Outcomes at the unit, regional and group level provide a comprehensive view of how well quality improvement is working and what needs to be done to further enhance quality. Central quality functions regularly carry out internal inspections and audits and provide training and support to local quality coaches.
Quality Model (AQ20)
Attendo’s quality monitoring system is based on three mainstays:
Systematic improvements: We work systematically with every aspect of planning, execution, monitoring and development. Systematic quality improvement ensures that we comply with laws and regulations and take advantage of opportunities for operational improvements.
Best available knowledge: Attendo gathers and spreads the best available knowledge and methods across the organisation. We compare outcomes among units to identify and spread optimal work procedures.