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Quality management

Privatklinik Lindberg meets the highest quality standards but continually strives to improve. Independent third-party organizations check that standards are maintained and make suggestions for improvements. Our quality auditors include The Swiss Leading Hospitals, whom we invite to carry out regular, exhaustive inspections. In return, we receive their Certificate of Excellence to confirm that we achieve above-average standards of quality. 

The Swiss Leading Hospitals (SLH)

Privatklinik Lindberg carries the seal of approval of The Swiss Leading Hospitals (SLH). To qualify for the award, the hospital must comply with the SLH profile of excellence. The latter includes criteria that go beyond the prescriptions of the EFQM and ISO 9001 standards. As an SLH member, Privatklinik Lindberg makes the well-being and individual needs of its patients its utmost priority. We provide the necessary combination of medical expertise of the highest order, personal care and comfortable surroundings. The result is quality our patients can see and feel, which fully merits its BEST-IN-CLASS label.

www.slh.ch

National Association for Promoting Quality in Hospitals and Clinics (ANQ)

The ANQ is the Swiss National Association for Promoting Quality in Hospitals and Clinics. It coordinates and delivers quality inspections in the areas of acute care, rehabilitation and psychiatry. Privatklinik Lindberg takes part in ANQ surveys every year, the results of which enable the hospital to compare itself against other hospitals and clinics throughout the country and take specific steps to improve the patient’s experience.

Privatklinik Lindberg provides the ANQ with data relating to falls and pressure sores, feedback from patients and reoperation and readmission rates. The extremely low readmission and reoperation rates at Privatklinik Lindberg are particularly notable. The hospital was awarded grade A for both the readmission rate (1.61%) and reoperation rate (1.01%). The A grade indicates that the hospital’s rate is lower than the minimum expected average rate for the whole of Switzerland for comparable interventions.

Swiss Implant Register (SIRIS)

The Swiss Implant Register for hip and knee replacements (SIRIS) was introduced in 2012 based on the national quality charter formed between the ANQ and its member hospitals. Privatklinik Lindberg registers all hip and knee replacement procedures carried out. The aim is to provide the patient with the best possible care as regards quality and safety. Privatklinik Lindberg uses the results to make comparisons with other hospitals and also to guarantee the quality of individual products.

http://www.siris-implant.ch/de/

National Centre for the Prevention of Infections (Swissnoso)

Swissnoso is dedicated to reducing the number of multi-resistant bacteria and infections occurring during hospital stays and treatments. Privatklinik Lindberg continually monitors the number of cases of infection and reports the results to Swissnoso.

www.swissnoso.ch

Patient safety

Patient safety is our top priority. For this reason, the Privatklinik Lindberg's operating theatres use a version of the WHO Safety Checklist that has been slightly modified by the Swiss Medical Network's own medical committee. Our doctors and medical staff conduct all procedures strictly in accordance with the standard approaches on the checklist. Every member of staff involved in the operation must initial the Safety Checklist by way of confirmation. It is filed along with the patient's dossier and archived for ten years.

Sign In: The Sign In comprises 19 points, including the type of procedure and the parts/areas of the body affected. The patient must also confirm this information. Our staff checks to ensure that the correct type of anaesthesia is used and that all risks relevant to the patient (e.g. allergies) are taken into account.

Time Out Team: The Time Out Team covers a total of 18 points on the checklist. As part of this process, all members of the team introduce themselves, all documentation (X-rays, diagnoses, implants) is checked and special mention made of any critical or unusual stages in the operating procedure. We further confirm that all materials are sterile and whether an antibiotic prophylaxis has been used.

Critical Incident Reporting System (CIRS)

The Critical Incident Reporting System (CIRS) at Privatklinik Lindberg enables critical incidents and near-miss situations to be reported anonymously. All Privatklinik Lindberg employees are instructed to report the threat or actual occurrence of critical incidents without delay. The aim of the CIRS system is to intercept incidents before they occur or to enable timely intervention and prevent long-term damage. Mistakes leading to CIRS reports can occur during various procedures:

  • administration of medication
  • communication
  • documentation
  • compliance with rules (e.g. hygiene)
  • adherence to standard procedure (e.g. team time-out in OP)
  • use of technical equipment

CIRS reports are always used by Privatklinik Lindberg as an opportunity to make sustainable improvements to its processes. 

Patient questionnaires

Our patients are our number one priority. Together with our partners, mecon, we always invite our patients to tell us about their experience with us. The first-class medical treatment provided by our doctors and our in-patient care are the main topics of the survey. Aspects of patient comfort such as the limousine service, the standard of accommodation offered, the catering and a trouble-free transition from admission through to discharge are equally important.

Feedback from our patients is important as it gives us valuable information as to how we can continually improve their experience. We are proud of the fact that almost 100% of patients say they would be happy to choose Privatklinik Lindberg again in the future: this reflects the consistently high satisfaction levels among our patients. And Privatklinik Lindberg also regularly ranks highly in comparisons with other clinics and hospitals.

www.mecon.ch

Lean hospital

At Privatklinik Lindberg, we consider it important that processes run smoothly from the patient’s point of view. A “lean” hospital provides optimum services for its patients. It focuses firmly on patients and ensures that all procedures are designed to meet their needs: the service comes to the patient, not vice versa. There are no waiting times at a lean hospital. Services are provided as and when needed at the appropriate level of quality. Employees in a lean hospital work within in a positive error culture, in which any duplication of workload, any reworking or waste of materials is seen as an opportunity for critically examining processes, for learning and ongoing improvement. The result is an unrivalled patient experience with the highest level of safety.

A lean hospital differs from a typical company mainly in terms of its working culture. Employees in a lean hospital actively acknowledge errors and waste and independently form ideas about how to eliminate them. This type of thinking is actively promoted and forged by Privatklinik Lindberg. We initiated the cultural shift to becoming a lean hospital in 2016 and inducted all our employees into the philosophy. At the same time, we introduced Kaizen boards throughout the premises. Kaizen is a Japanese term that roughly translates as “ongoing improvement” (kai = change and zen = good). All employees can use Kaizen ideas to actively suggest, test and implement improvements. Privatklinik Lindberg has a target of implementing 1000 Kaizen ideas in this way in order to actively support the process of ongoing improvement.

Customer focus

At Privatklinik Lindberg patient needs take centre stage, so great importance is attached to customer-focused approaches. Working with Swiss Aviation Training, Privatklinik Lindberg has held specially tailored training sessions for all its employees. In 2015 the focus was on dealing with difficult situations; in 2106 the topic was customer-centred approaches. The aim is to ensure an excellent patient experience at all times.

TripAdvisor

TripAdvisor is one of the biggest online review portals in the world. Users can freely rate hotels and restaurants, etc., and view millions of recommendations. The site attracts 390 million visitors a month. So far over 435 million ratings and reviews of 6.8 million hotels, restaurants and tourist attractions have been submitted. One of the restaurants reviewed is the Trois Tilleuls at Privatklinik Lindberg. The customer reviews on TripAdvisor reflect the popularity of the restaurant and its reputation for quality cuisine and excellent service. The restaurant is among the best in Winterthur. 

www.tripadvisor.ch

Best of Swiss Gastro

Best of Swiss Gastro offers a platform to all Swiss restaurants with a distinctive identity. Guests can review restaurants on the site and, every year, Best of Swiss Gastro presents awards given by the public to the best restaurants in Switzerland.

The Trois Tilleuls was nominated for the Best of Swiss Gastro award in 2016 and was rewarded with a top 5 place in the “Fine Dining” category. 

www.bestofswissgastro.ch

Contact

Quality manager
Sandro Lendi
T +41 52 266 11 48
slendi@lindberg.ch

Hygiene
Hygiene in hospitals is one of the basic elements of successful hospitalization. Hospital hygiene is required to provide necessary safety to the patients. It deals with the recognition, reporting and prevention of nosocomial infections (infections acquired in the hospital).

Hygiene manager
Anja Bart
T +41 52 266 11 08
abart@lindberg.ch