Connect Health commended for culture of continuous improvement

Connect Health has successfully passed their first ISO9001:2015 re-certification audit, for the provision of MSK, rheumatology and pain management services, after being certified initially in 2017. 

International quality recognition with ISO9001:2015 success

This is an excellent achievement for Connect Health and demonstrates the desire and focus on continuous improvement to benefit their three stakeholders: colleagues, patients and tax-payers. It is further proof of the competence, efficiency, evidence-based practice and dedication of Connect Health and all colleagues, supporting their vision and strategic objectives.

The audit was carried out remotely during July 2020 and identified over 20 areas of good practice and just three minor non-conformance’s and 10 observations.

The auditor spoke positively about the achievements of the business adding

Connect Health’s response to COVID-19 has been highlighted as outstanding, with particular praise for the speed in which people were enabled to work from home and the colleague well-being programme including remote assessments, exercise videos and regular colleague communications including weekly executive video updates.

Highlighted good practice includes:

  • The work around reward and recognition, “Thank you Thursdays” e-cards and BeesKnees colleague nominated awards – this has been backed up by some outstanding results in the last Great Place to Work survey where Connect Health saw improvements across all areas, which is difficult to achieve in a growing business.
  • Connect Health’s service redesign of the businesses’ Patient Coordination Centre to realise quality improvements, better patient experience, efficiencies and clear career progression pathways for colleagues.
  • The introduction of Datix, a system allowing the business to manage complaints, incidents and risks. A number of records were sampled and all were of good quality and closed out within the date required.
  • Evidence of positive customer feedback, such as the Friends and Family Test, Great Place To Work® programme, improvement in NHS Choices score, and the approach to patient feedback during COVID-19.


Christy Mallen, Head of Quality & Innovation says

Here at Connect Health we are very proud of our culture of continuous improvement with a relentless focus on excellence. Achieving ISO9001 accreditation is a credit to the hard work of many individuals and provides assurance to our customers of the high standards of service we endeavour to provide.

ISO9001:2015 is an internationally recognised standard, which requires a business to monitor, measure and improve performance and service delivery, with set criteria for documentation, evaluation and implementation of services.

Connect Health’s Quality Management System (QMS) provides the right tools at the right time for all colleagues, to support and enable them to provide outstanding service to our stakeholders, internally and externally.

Learn more about Connect Health’s excellent, evidenced, patient outcomes here.