Quality
Quality ultimately arises in the interaction between care receivers and our employees. The starting point is that it should be easy for employees and managers to do the right thing in any given situation, so that employees can spend their time on the right things – care that creates quality and value.
- Comprehensive quality management system
Support for the organisation is gathered in our quality management system. The system contains governingdocuments and process descriptions to help employee structure their work and act correctly in various situations. - Control and support from our Quality Department
The Quality Department is a central function that supports each division’s management team. Every year they conducts 250 inspections of our units to ensure compliance with processes, procedures and legislation. - Monthly follow up of every unit
Every month, we use a Quality Index, comprising a number of HR and quality metrics, to follow up the performance of our units. - Care receiver surveys
Feedback from our care receivers and their loved ones matters to us. This is why Ambea conducts an annual survey among its care receivers and their loved ones across all business areas. The results are carefully analysed, documented in action plans and followed up, alongside the results of care receiver surveys conducted by authorities, municipalities and regions. - Customer representative and external whistleblowing channel
We have a clear feedback and complaints process in place in all countries, and we encourage care receivers and their loved ones to provide feedback. In Sweden, we also have a costumer representative to facilitate easy communication with us. Via our external whistleblowing channel, our employees can submit anonymous and confidential reports about events that breach our ethical guidelines or constitute workplace victimisation. - Inspections and supervision by clients and authorities
Ambea conducts operations in that often require a permit, certification or regulatory approval. For us, a permit is usually associated with an individual unit, but we also have units that do not require a permit. Every quarter, there are about 90 external reviews of our units by clients or authorities. We see these reviews as an opportunity to develop and improve the units and we present the results openly in each quarterly report.
Systematic quality management is a
Erika Enestad , Director of Quality
prerequisite for the continuous development of our more than 1,000 units across the Nordics. It is a key component of our efforts to provide the
best possible care tailored to individual needs.
and Sustainability Ambea
Non-conformance management: a key element of change management
We have clear procedures for identifying, documenting and reporting discrepancies and risks. We have a low threshold for non-conformities and one non-conformance report too many is better than one report too few. In Sweden, the legal duty to report Lex Sara and Lex Maria cases is part of systematic quality management.
