Quality management

Since June 2020, the State Medical Spa Janské Lázně has been a holder of the Joint Accreditation Commission certificate. The Joint Accreditation Commission certificate guarantees compliance with strict requirements for the quality and safety of the care provided to patients, in accordance with applicable legislation.

The certificate is valid for 3 years, after which it must be defended again. In 2023, during the re-accreditation process, SLL JL defended its status as an accredited facility.

The essence of accreditation is to ensure consistent adherence to established procedures so that the patient is treated by qualified personnel in a safe environment.

Improving quality and safety

SLL JL focuses on improving the quality and safety of the services provided by:

Audit activities

The spa conducts regular internal audits at all workplaces by employees. The audit topics are determined by the audit plan for the relevant year. The conclusions from the audits and inspections are the basis for improving the quality of care and patient safety.

Monitoring selected indicators – so-called quality indicators, which are, for example,

Adverse events - Adverse events are considered to be events that negatively affect the patient's health, as well as selected operational and organizational episodes. Serious adverse events are investigated with a focus on finding system errors and then preventive measures are set.
Pada - Falls in treated clients are monitored because they can cause a wide range of injuries. The purpose of monitoring the cause of a fall is to establish preventive systemic measures.
Pressure ulcers - Pressure ulcers are defined as skin tissue disorders that occur due to the patient's immobility and illness. Pressure ulcers are monitored and then preventive systemic measures are evaluated.
Further specific issues are being monitored. quality indicators, which are based on issues of quality and safety of care specific to the given area (e.g. monitoring of nosocomial infections, risk prevention, etc.).

Satisfaction survey

The spa management is conducting a satisfaction survey:

For clients those treated with us through a health insurance company, self-paying clients or hotel guests. You can find more about the satisfaction rating below in the Satisfaction Rating tab.
For employees – Once a year, the spa management conducts a satisfaction survey among the employees themselves.

Quality and safety policy (management vision)

The goal of the SLL JL management is to achieve high-quality provision of spa and rehabilitation care at a high health level, in economically prosperous spas, ensuring a safe environment for clients, with an emphasis on maximum satisfaction and quality client care, while strictly complying with all legal requirements for the provision of spa care.

The spa management ensures the continuous education and professional development of its employees.

The means to achieve such an objective is to implement, maintain and improve a quality and safety system.

In relation to clients, the company undertakes to:

Provide top-notch rehabilitation care for all treated clients.
Improve the health of clients using a natural healing resource to strengthen the condition of clients.
Achieve the highest possible client satisfaction across the entire system (medical care, rehabilitation care, accommodation, catering and additional services).
Continuously improve the care and services provided within the quality and safety system.
Provide quality services for self-payers within the framework of reconditioning and weekend stays with a focus on reconditioning, relaxation and attractive accompanying services for this type of client.
To meet the legitimate requirements of clients and other interested parties.

In relation to employees, the goal is:

Educate employees and constantly improve their professional qualifications, skills and experience.
Require employees to be active, collegial, loyal to the employer, and friendly to clients.
Require employees to act in accordance with the Code of Ethics.
Motivate employees to support personal initiative and responsibility for improving the quality and safety of the services provided.

Main company values:

Quality and safety of the services provided
Client satisfaction
Pro-client approach of our employees
Financial stability for possible further development
Good image of the spa

The company's management is committed to creating conditions and providing resources for the effective and efficient functioning of the quality management system. The implementation of a quality management system is a tool for a prosperous company.

Complaints and compliments

The goal of the State Medical Spa Janské Lázně, sp is a satisfied patient/client. If this is not the case despite our best efforts, you can file a complaint or suggestion against the procedure for providing health services or against activities related to the provision of services. Your opinions are a valuable source of information for us, thanks to which we can assess and improve the quality of the care provided.

Who can file a complaint:

client/patient,
the legal representative or guardian of the client/patient,
a close person in the event that the client/patient cannot do so due to their health condition or if they have died,
a person authorized by the client/patient.

If a complaint is filed on behalf of another person, this fact must be documented by a written power of attorney from the represented person.

The complaint must show:

first and last name of the complainant;
the complainant's contact address;
patient identification in case the complaint was filed by another person;
the subject of the complaint, i.e. the essential factual circumstances that led to the filing of the complaint;
signature of the complainant (for written complaint).

Anonymous complaints and suggestions will not be investigated or evaluated.

To submit a complaint, comment, or compliment, you can choose one of the following methods:

Personally – with the spa ombudsman Mgr. Jan Mertlík
In writing – send by post or deliver in person to the following address:
State Medical Spa Janske Lazne, sp
Freedom Square 272
542 25 Janske Lazne
Electronic – to the address stiznosti@janskelazne.com
By phone on phone number +420 734 304 205

ombudsman

The basic task of the Ombudsman is to enable patients to equally claim their rights in the provision of healthcare, in particular:

listens and facilitates communication between the patient and the treatment department that provides the patient with health care,
helps eliminate conflicts between the patient or their loved ones and healthcare professionals in the event of alleged or actual misconduct in the provision of healthcare,
helps to resolve complaints in the shortest possible time, by cooperating with other spa workers and, if necessary, assists in formulating a complaint,

The current Ombudsman is Mgr. Jan Mertlík.

The Ombudsman is available at +420 734 304 205 or at the email address: jan.mertlik@janskelazne.com

PDF Ombudsman leaflet

COMPLAINT INFORMATION

Filing a complaint does not affect the possibility of filing a complaint under other legal regulations and will in no way cause harm to the patient concerned.

You have the right (by prior arrangement) to inspect and make copies of a specific complaint file. Here you will find Price list for providing information

In cases where it is appropriate given the nature of the complaint, you will be offered an oral hearing of the complaint.

Your complaint will be resolved within 30 days of receipt. This period may be extended for a further 30 days if justified. If it concerns a complaint that SLL JL does not have the relevant authority to resolve.

If you disagree with the handling of your complaint by SLL JL, you have the right to file a complaint with the Regional Office of the Hradec Králové Region. The reason for your disagreement with the handling of your complaint by the healthcare provider must always be stated.

Satisfaction rating

You can use the ASKNOW satisfaction terminals to submit comments, suggestions or compliments during your stay., which are located at the main reception in Janský Dvůr, in the Venátská hall, in front of the Centrum dining room and in the Vesna foyer.

Asknow stand

AskNow terminals offer the most modern and fastest way to measure customer satisfaction. The technology on the terminals allows you to get customer opinions immediately on the spot. The company's management finds this method of assessing customer satisfaction more effective. Due to the speed of comments or suggestions, which are transferred to the email inbox of the relevant department manager at the moment the questionnaires are sent, they can immediately respond to the issue.

In this way, the frequency of resolving complaints, comments, and suggestions from clients increased during their stay, not after their stay ended.