Quality is important to our business because we value our customers. We strive to provide our customers with products and services which meet and even exceed their expectations. We are committed to continuous improvement and have an established Quality Management System which provides a framework for measuring and improving our performance based on feedback from our stakeholders.
Quality Management Policy Statement
Connect Health was established in 1989, initially to provide physiotherapy services to both public and private sector customers. With our Head Office based in Newcastle upon Tyne, we now provide MSK, Pain, Rheumatology and Mental Health services nationwide.
Our vision is to enhance the quality of life of those who use our services and the communities we service. Therefore, the quality and effectiveness of our services is a key objective and measure of performance. We strive to provide our customers with services which meet and exceed their expectations. We are committed to continuous improvement and have an established Quality Management System which provides a framework for measuring and improving our performance. Connect Health Ltd are ISO9001:2015 certified, and we comply with all requirements of the Standard.
We have the following systems and procedures in place to support us in our aim of providing total customer satisfaction, meeting all regulatory and other requirements made of us, and ensuring continuous improvement, throughout our business:
• Regular gathering and monitoring of customer feedback, both from the payer and individual service user
• A formal customer complaints procedure
• Selection and performance monitoring of our colleagues and suppliers, against set criteria
• Training and development for our colleagues
• Regular audit of our internal processes
• Measurable quality objectives, which reflect our business aims, set by our Senior Leadership Team on an annual basis
• Formal assessment and management of risks
• Management review of audit results
• A focus on Continuous Improvement, through ‘lessons learned’ and innovative development
Our internal procedures held in our Quality System are reviewed regularly and are made available to all colleagues. Training and support on these procedures is provided where necessary.
This policy, posted on the Company Notice Board, is also accessible to colleagues through our document management system and can be made available to our customers.
Our Chief Executive Officer (CEO) has ultimate accountability for quality, with the Head of Corporate Governance responsible for monitoring compliance across the business. All colleagues have their own responsibility within their areas of work. Collectively it is everyone’s responsibility to ensure that quality is embedded in everything we do, across the whole of the company.
Download Connect Health’s Quality Management Policy Statement
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