Quality
Quality management, usually based on ISO standards, is reflected in HKZ (harmonisation of quality assessment in healthcare) certification of the majority of our pharmacies in the Netherlands, among other things. By the end of 2008, 210 of our 231 pharmacies had been certified according to ISO 9001-2000/HKZ 2003 guidelines for community pharmacies. We also organised the distribution of pharmaceuticals and medical supplies according to GDP (Good Distribution Practices) standards. The Public Health Inspectorate systematically monitors compliance with these standards.
Our group companies hold regular customer satisfaction surveys to discover how clients and prescribers rate their performance. From 2007, our Dutch pharmacies have been continually monitoring customer satisfaction, and 16,500 customers have already participated in this survey. The Dutch pharmacies also prepare annual quality reports and quality plans. A central care registration system has been developed to give pharmacies better information on their care of patients. The central register ensures better monitoring of issues such as clear information and complaints handling, thus raising the quality of patient care.
In 2008 Mediq Pharmacies instituted a complaints committee in accordance with the Act on the Right of Complaint of Healthcare Sector Customers [Wet Klachtrecht Cliënten Zorgsector], with an independent chairman, a customer representative and a Mediq Pharmacy representative. No complaints were received for consideration by this committee in the year under review.