The overall operation of the rehabilitation centre “Lydia” is governed by the principles reflected in the Quality Management System. The Quality System is based on the requirements and specifications defined by the international standards ISO 9001:2015 & EN 15224: 2016, as well as the legislative requirements that define the framework of operation of the rehabilitation centre “Lydia” at all levels.

The Quality System has been structured with the central axis of the “Lydia” rehabilitation centre as its “clients”, covering the Provision of Nursing and Administrative Services in all Rehabilitation Processes and is designed in accordance with the needs and objectives of the Company and in accordance with Legal and Regulatory requirements. As such, the system has been designed to meet both the requirements & expectations of stakeholders and the legislative requirements governing its operation. The objectives of the centre are:

• The organization of the services provided in such a way as to ensure the highest possible quality and reliability in the provision of services, as well as the creation of a sense of security and confidence in the “Customers” throughout the range of services provided.
• Adherence to the principles prescribed by the Legislative and Regulatory Framework.
• The coordination and monitoring of all supporting activities of the centre’s operation, in order to maintain a high and reliable level of service.
• Continuous training and coaching of staff, so that they are able to cope with the requirements of their work in accordance with the principles and standards set by the Management and the Quality System.
• Management’s commitment to confidentiality and protection of sensitive personal data of its customers.
• The continuous improvement of the services provided and the overall operation of the Quality System through the regular monitoring of its effectiveness and suitability.
• The implementation of the clinical risk management process including clinical risk management.

The achievement of the above is determined through the key processes of the Quality System, which define actions such as:

• the systematic monitoring of the effectiveness of the system, through quality councils, which, among other things, establish and review quality objectives
• the clear identification of the requirements of “customers”
• the continuous monitoring of the performance of suppliers & partners
• the continuous training and education of staff
• the documented and continuous monitoring and measurement of the degree of satisfaction of “customers”
• ensuring the necessary resources (human, material and immaterial) for the effective operation of the centre
• the documented search for the causes of problems and weaknesses, in order to define and implement the necessary corrective actions, in order to avoid the recurrence of problems and continuous improvement.
• adherence to ethical values, morals and ethics and quality characteristics and requirements in health care services and safety to all patients and other clients and stakeholders.

The management of the centre has appointed a quality representative with the specific task of continuously improving the functionality of the Quality System.

In order to achieve the above objectives, all the necessary references have been made in the documentation of the Quality Management System. Through systematic planning, process control and continuous improvement of all activities, the principles of the centre are fulfilled.

The Management is committed to providing the infrastructure and equipment deemed necessary for the implementation of its work. Each employee is responsible for the quality of his/her own work and it is imperative that he/she contributes to the management of quality, safety of services and the achievement of the set objectives. For this reason, all employees, according to their responsibilities, are informed about the Quality Management System and act demonstrably in accordance with the established rules. The overall implementation of the principles of the system is ensured through the continuous information and training of staff at all levels, with the main purpose of creating the relevant awareness of the objectives and philosophy of the system.

Processes, flows and actions that do not guarantee the fulfilment of the objectives set are immediately interrupted by those responsible, root cause analyses are carried out and the required improvement measures are defined. The policy shall be reviewed annually.

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ADMINISTRATION | 01.04.2023