Introduction
Patients Know Best is a consolidated record of health and care information that provides test results, reports, letters, discharge summaries, diagnoses, medications, allergies, and measurements to patients and allows them to share their information with their healthcare providers and other caregivers.
Our mission is for every person to have the ability to access their personal health record, control who can see it, and use this information to manage their health and care. In line with that vision, we recognise the responsibility we have to deliver high-quality services. We aim to achieve this by embedding our mission, aims and company values in everything we do, to strive to make healthcare services better for patients, professionals, and the global healthcare economy.
We ensure compliance with all relevant legislation, codes of conduct, and best practice, across data protection, information security, and records and information management when delivering our service, and continuously review and improve our internal processes to ensure high-quality operational standards.
Quality Management System
PKB’s internal Quality Management System (QMS) is a set of policies, processes and procedures that enable customer satisfaction by ensuring high-quality services. It is designed to incorporate relevant best practice principles recommended by the ISO 9001:2015 standard.
It is the policy of Patients Know Best to maintain a quality system that defines our quality objectives and key procedures.
The requirements of the PKB’s quality system are mandatory and all employees have a responsibility and obligation to it.
To comply with all legal requirements, codes of practice, and all other requirements applicable to our activities;
To provide all the resources of equipment, trained and competent staff, and any other requirements to enable these objectives to be met;
To maintain a management system that will achieve these objectives and seek continual improvement in the effectiveness and performance of our management system based on “risk”.
Quality Objectives
Patients Know Best aims to provide a professional and ethical service that is delivered according to the needs of both our customers and their patients.
We endeavour to deliver 99.9% uptime.
We endeavour to deliver a cost-effective service to our customers.
In the event of a business disruption affecting PKB, the Disaster Recovery Team will implement a recovery strategy based on the severity and nature of the incident, provide details of the recovery progress, and advise customers of any necessary interim arrangements to contact the company.
Any enquiries made to our support team will be responded to in line with our published Service Level Agreements.
Our Senior Leadership Team analyses customer feedback data, internal performance data, financial performance data, and business performance data to ensure that our quality objectives are being met and reviews factors that may affect our ability to satisfy our customers and stakeholders.
Supporting the Quality Management System
Staff - Leadership and management
The Senior Management Team (SMT) has overall accountability for the effectiveness of the QMS and collaborates with various team leaders as a Customer Operations team to ensure quality policy and objectives are in place across the business and are consistent with the goals of the organisation and the QMS.
Resource availability, process improvement, staff training requirements, and risk and opportunity reviews are conducted; centred around enhancing customer satisfaction and improving effectiveness and efficiency.
Quarterly internal audits, led by the Senior Management Team are conducted to review progress and assist in the improvement of processes and procedures.
Staff - Wider team
The quality of our work is heavily dependent on the staff we employ and their expertise in the digital healthcare industry. Having implemented solutions in over 400 NHS organisations since 2010, PKB has expertise spanning a number of key domains that are shared openly and updated regularly via our dedicated websites, including interoperability and architecture information governance, deployment, and business processes.
Risk and Opportunity Management
Patients Know Best views the management of risks to its people, assets, and all aspects of its operations as an important responsibility in general and specifically in maintaining a well-functioning quality management system.
Patient Knows Best’s risk and opportunity management framework defines our current risk management process, which includes; methodology, risk appetite, methods for training, and reporting.
Patients Know Best maintains risk registers across various areas of the business to effectively and efficiently identify, record, and manage risks and opportunity events. Escalation to leadership occurs through regular reviews and the methodology and processes are continuously assessed for suitability. The current methodology incorporates a standard PDCA cycle into risk-based thinking.
Risk Management Methodology
Evaluating and Improving the Quality Management System
To ensure the company maintains its awareness for continuous improvement, the quality system is regularly reviewed by the Senior Leadership Team to ensure it remains appropriate and suitable for our business.
Services are monitored in a number of ways, not least of all by listening to our customers, colleagues, and patients using the PKB platform. Every employee in the organisation, regardless of role, has a responsibility to make sure we deliver quality services to our customers and their patients.
Staff are encouraged to ask any questions relating to customer operations and the business goals and objectives in the bi-weekly company meeting.
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