Connect Health Limited commended for leadership commitment to quality management systems

International quality recognition with ISO9001:2015 success.

12 August 2022

Connect Health Limited has successfully passed their second ISO9001:2015 recertification audit. The audit was carried out during July 2022 and identified over 15 areas of good practice, zero major nonconformities and only one minor nonconformity.

The audit consisted of an onsite visit to the Newcastle head office, an onsite visit to a local service in Darlington and a series of virtual meetings.

Connect Health Limited supports the NHS to effectively deliver services through its focus on patient care and has a CQC (Care Quality Commission) rating of Good overall with Outstanding in the Well-Led domain. In addition to ISO 9001, the organisation also has ISO 27001 and Cyber Essentials accreditations.

The auditor spoke positively about the achievements of the business, and noted that Connect Health Limited continues to maintain detailed monitoring of performance, comprehensive audit programmes and has achieved an extremely high net promoter score.

Christy Mallen, Head of Corporate Governance and Quality commented

The auditors carried out a robust review of our service KPI’s, performance, monitoring and reporting, meeting and supervision process, and our quality management processes and we are proud to say that we have passed with flying colours, with no major nonconformities and 15 areas of good practice. I’d like to thank the full team, including the leadership of Connect Health, for their ongoing commitment and investment to quality processes.


The following are some of the notable positive findings from the audit:

• Culture of continuous improvement remains strong with good evidence demonstrated of improvements and ongoing planned projects focussing on Digitally Enabled Care.

• Incident Reporting and Investigation process continues to be robust with Datix working well and good evidence of detailed investigations seen.

• Very thorough approach to risk management with the risk register now fully operational on Datix. The introduction of a Risk Management Committee and confirmation of responsibilities and accountabilities with risk management have further enhanced the risk culture within the organisation.

• Process of planning Internal Audits has been changed to now prioritise audits based on risk.

• Recent staff survey identified improvements and following this there is good evidence of communicating improvements as a result of “You said we did” information and CEO briefings.

• Management Reviews in October 2021 and June 2022 are very comprehensive and involve senior management demonstrating leadership commitment.

• Following an observation last year, the Quality Manual has been updated.

• Good evidence of maintaining the work environment and infrastructure.

• Learning Academy will integrate the process for learning, enable live data on training to be accessible by employees and line managers and create a more user friendly environment.


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.


Learn more about Connect Health Limited’s clinical expertise and quality improvement here:

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