Quality and Patient Safety

Quality is a fundamental value and a daily commitment for us. Our goal is to provide high-level healthcare services, in accordance with international standards, with absolute respect for the needs, dignity, and safety of our patients. The Quality Management System governs all our operations and is based on eleven quality pillars, ensuring continuous improvement and reliability in the care we provide.

Core Quality Principles

Appropriate and Proper Treatment

We provide care that effectively responds to the needs of each patient, based on evidence-based guidelines and modern clinical protocols. At the same time, through continuous training programs for medical, nursing, and administrative staff, we ensure that all clinic operations evolve, modernize, and remain fully aligned with current healthcare requirements.

Availability and Timely Access

We ensure the provision of healthcare services at the right time, without delays, with adequate resources and staffing to respond promptly to patient needs.

Continuity of Care

We ensure a coordinated and uninterrupted care experience, from the first contact to the completion of treatment, with secure and accurate management of patient information.

Effectiveness of Therapeutic Practices

We rely on internationally recognized standards and systematically evaluate treatment outcomes, utilizing modern technology and monitoring systems.

Efficiency and Rational Use of Resources

We implement procedures that ensure the rational use of human resources, equipment, and financial resources, strengthening sustainability and service quality.

Equity and Respect

We provide equal access to all patients, without discrimination, taking into consideration their cultural, social, and personal needs.

Evidence-Based Care

Our procedures and protocols are regularly updated to reflect modern medical advancements and to ensure consistency and safety in clinical practice.

Patient-Centered Approach

We treat each patient as a unique individual, respecting their physical, psychological, and social dimensions, delivering care with empathy and professionalism.

Active Patient Participation

The patient is fully informed and actively participates in decisions regarding their treatment. We encourage dialogue, listen to each patient’s concerns and preferences, and adapt care accordingly.

Patient Safety

We establish high patient safety standards, preventing and reducing risks through trained staff, systematic controls, and immediate incident management.

Accessibility and Appropriate Timing of Care

We ensure that our services are easily accessible to all, with facilities suitable for every need, providing care at the right time and with appropriate prioritization.

Quality Objectives

To consistently maintain a high level of healthcare services, we set specific objectives that guide our operations, such as:

• Increasing patient satisfaction
• Training and continuous staff support
• Systematic monitoring and evaluation of services
• Review and improvement of clinical protocols
• Proactive risk management and enhancement of safety
• Strengthening communication with patients
• Compliance with procedures and guidelines
• Reducing waiting times through workflow improvement
• Implementation of modern technologies and information systems
• Ensuring adequacy of equipment and materials
• Infection prevention through strict adherence to hygiene rules

The Quality Policy is communicated to all staff and is reviewed at regular intervals to ensure it remains appropriate, effective, and fully aligned with the needs of our patients.

The Metropolitan General Clinic recognizes Occupational Health and Safety (OHS) as a fundamental priority and a strategic pillar for its sustainable operation. We are committed to providing a safe and healthy working environment for all employees, partners, and any third parties who may be affected by our activities.

Through this Occupational Health and Safety Policy, and in full alignment with the requirements of ISO 45001:2018, the Clinic maintains high standards of health and safety and takes all necessary preventive measures. We expressly commit to:

• Ensuring that all operations comply with applicable legal requirements and all other OHS obligations.
• Identifying and evaluating risks through a systematic hazard identification and risk assessment process, and implementing effective prevention and control measures to minimize them.
• Continuously improving the OHS Management System by analyzing data from accidents, near misses, inspections, and performance indicators, implementing corrective and preventive actions (CAPA), and enhancing OHS procedures on an ongoing basis.
• Encouraging active employee participation and consultation in risk management and safety matters, providing clear mechanisms for hazard reporting and improvement proposals, and supporting involvement in OHS committees or working groups.
• Providing appropriate training, information, and awareness to everyone affected by the Clinic’s activities, ensuring they understand potential risks and fully comply with OHS requirements.
• Allocating the necessary human, technical, and financial resources to effectively implement and continuously improve the OHS Management System.
• Integrating actions into our policies that address the challenges posed by climate change in relation to occupational health and safety.
• Fostering a culture where Health and Safety is a shared responsibility and a priority for all. Employees, partners, and visitors alike play an active role in maintaining a safe working environment.

Health and Safety Objectives

Within the framework of this Occupational Health and Safety Policy and Management’s commitment to ensuring a safe and healthy workplace, the Metropolitan General Clinic establishes the following strategic and operational OHS objectives.

These objectives focus on prevention, continuous improvement, and active employee engagement, in full compliance with ISO 45001 requirements:

• Reducing workplace accidents and hazardous incidents through systematic investigation, implementation of preventive and corrective actions, and strengthening a culture of transparent incident reporting.
• Enhancing employee participation and awareness in OHS matters through structured training programs, emergency preparedness exercises, dedicated communication channels for OHS suggestions and reporting, and regular OHS committee meetings.
• Strengthening risk management and compliance by ensuring updated risk assessments cover 100% of Clinic activities, assigning clear departmental responsibilities, and monitoring the implementation of control measures.
• Advancing training and awareness through the development of an annual OHS training plan, attendance monitoring, evaluation of training effectiveness, and alignment of content with the specific needs of each department.
• Ensuring the continuous improvement and systematic review of the OHS Management System through scheduled inspections, an annual internal audit program, monitoring of corrective actions, and formal review of findings during Management Reviews.

This Policy is communicated to all employees, partners, and interested parties and is reviewed annually to ensure it remains appropriate, effective, and fully aligned with operational and regulatory developments.

The objectives are regularly reviewed and updated, where necessary, to reflect evolving operational and legislative requirements.

The Metropolitan General Clinic responds to the demands of the modern healthcare environment by providing high-standard catering services. Our primary goal is the safe distribution of quality meals prepared in accordance with strict hygiene and food safety practices. To achieve this, we design and implement a Food Safety Management System (FSMS).

The Food Safety Management System of the Clinic’s Nutrition Department places the patient-client at the center of its operations. It defines clear procedures for the procurement, preparation, production, and distribution of meals for patients and staff. All processes fully comply with applicable national and European legal and regulatory requirements, ensuring consistent quality and reliable service.

Through this Food Safety Policy, in line with the International Standard ELOT EN ISO 22000:2018, the Clinic maintains high standards of hygiene and safety. We take all necessary preventive measures and are committed to:

• Establishing partnerships with approved and certified suppliers who operate responsibly within the supply chain, respecting the end consumer, the environment, and principles of social responsibility.
• Continuously strengthening the Nutrition Department through seminars, structured training programs, and the recruitment of qualified personnel, ensuring a safe and efficient working environment.
• Continuously improving the Food Safety Management System in accordance with ISO 22000:2018 through:
  • the establishment of measurable food quality and safety objectives
  • regular Management Reviews
  • internal audits
  • preventive and corrective actions
  • systematic data analysis and the review of internal procedures to ensure optimal performance and effective system control
  • the analysis and management of all types of risks, as described in the Management-approved Coto Log Risk Analysis

The measurable objectives of Metropolitan General in support of this Food Safety Policy are:

• Monitoring customer complaints related to the quality and safety of meals and achieving a consistent reduction in substantiated systemic complaints.
• Ensuring that laboratory analysis results for raw materials and prepared meals remain within the limits defined by European and Greek legislation and consistently remain at or close to zero.
• Developing a more environmentally responsible approach by reducing environmental footprint through plastic-less practices and the prudent use of natural resources, with the aim of gradually adopting zero-waste principles.
• Ensuring that all staff are trained in personal hygiene rules, personal protective equipment, good hygiene practices, and potential process-related hazards before assuming new responsibilities. Ongoing training is provided according to each employee’s field of activity and based on the results of internal audits and workplace inspections.

At Metropolitan General, patient and family satisfaction is a core priority. For this reason, we have established a transparent and effective complaint management system, ensuring that every comment, concern, or suggestion is taken seriously into consideration.

• Recording and Evaluation: Every complaint is promptly recorded and objectively assessed, ensuring consistent and transparent handling.
• Investigation and Resolution: Our team carefully investigates each issue and implements targeted actions to ensure prompt and effective resolution.
• Continuous Improvement: Insights derived from complaints are used to improve procedures, services, and the overall patient experience, reinforcing our commitment to high standards of care.

Our goal is for every visit to the Clinic to reflect trust, respect, and quality of service. Every complaint represents an opportunity for continuous improvement and development.

The process involves completing a dedicated form with your comments and submitting it to the Management of Metropolitan General through the Quality Department. Forms are available in a designated box located in the central corridor of each inpatient floor, as well as at central points throughout the Clinic.

Submitting a comment or suggestion will in no way affect the quality of care you receive during your stay or during any future admission to the Clinic.

A written complaint, concern, or comment may also be submitted by post to the Management or the Quality Department, or electronically to the Quality Department at: quality@metropolitan-general.gr.