Quality and Safety

Quality management

Sant’Anna Clinic is committed to ensuring quality and safe care for our patients on a daily basis. The clinic adheres to a continuous improvement process, meaning patient care is customised and defined according to the following quality and safety parameters:

  • Healthcare services that reflect our role as a private facility
  • Informing the patient of their state of health and respecting their rights
  • Care quality in pain management, nutrition and treatment
  • Continuous focus on risk management
  • Developing a culture of safety
  • Involvement at all levels of the continuous improvement process

Quality policy

The quality processes at Ars Medica Clinic and Sant’Anna Clinic (members of the Swiss Medical Network) are part of a group strategy which aspires to performance excellence for doctors and patients.

  1. We support patients in managing their health in a high-quality environment.
  2. We take into consideration the needs and choices of each patient and establish a relationship of trust in accordance with each individual’s rights and duties.
  3. We ensure that communication takes place in a proper context, at the appropriate time and through the appropriate interlocutors.
  4. We accredit doctors who are recognised for their experience, and we provide them with a state-of-the-art, high-performance and innovative technology platform.
  5. We promote ongoing training for our collaborators, with the aim of updating their knowledge on a continual basis thus ensuring care that is always safe and effective.
  6. The company promotes “Soluzione Settoriale H+” principles of occupational safety, safeguarding the health of collaborators and disseminating health and safety information at all levels, as these aspects are considered fundamental to carrying out one’s work.
  7. We adopt the measures necessary to avoid risks and promote continuous improvement in order to boost the quality and safety of our performance as well as patient, doctor and collaborator satisfaction.
  8. We have a strong focus on environmental sustainability and are committed to reducing our energy consumption by using renewable energy.
  9. We act in compliance with legal provisions, current legislation and further regulations and recommendations.

We expect all of our collaborators to ensure the above-listed principles are implemented, and to take part in continuous quality improvement for our clinics, which are members of the Swiss Medical Network.

The Swiss Leading Hospitals (SLH)

Sant’Anna Clinic carries the seal of approval of The Swiss Leading Hospitals (SLH). To qualify for the award, the hospital must comply with quality criteria regarding satisfaction, professional skills, medicine and treatments, hotel services and patient safety. These requirements go beyond the criteria set out by EFQM (European Foundation for Quality Management) and ISO 9001 standards.

As an SLH member, Sant’Anna makes the well-being and individual needs of its patients its utmost priority. We provide the necessary combination of medical expertise par excellence, personal care and comfortable surroundings.

The result is quality that our patients can see and feel, which in turn has resulted in our being awarded with the BEST-IN-CLASS recognition in May 2019.

ISO 9001:2015 Certification

In January 2019, Sant’Anna Clinic obtained the ISO 9001:2015 certification from the Swiss Safety Center AG certification body.

ISO 9001 is the most widely known and used standard for quality management systems.

The certification means the clinic’s activities reflect the requirements of the standard and forms the basis for the continuous improvement process.

National Association for Quality Development in Hospitals and Clinics (ANQ)

The ANQ (National Association for Quality Development in Hospitals and Clinics) coordinates and implements quality measures in acute somatic medicine, rehabilitation and psychiatry. The results make it possible to compare hospitals and clinics at a national level, and to set out the most suitable measures for continuous improvement. The clinic regularly takes part in the following measures:

  • Patient satisfaction in acute somatic medicine
    One-month survey among adult patients using the short ANQ questionnaire
  • Falls and decubitus
    Measuring their frequency/prevalence in a given day
  • Readmissions
    Annual data analysis based on medical statistics from the Federal Statistical Office (FSO)
  • Swissnoso Surgical site infections


The Swiss Implant Registry, SIRIS, aims to promote the quality of prosthetic implants. The Registry makes it possible to monitor (across Switzerland) the duration of prosthetic implants up until their revision. Analysing the collected data means factors that affect the prosthetic implants’ duration can be identified.

Medical registries are a valuable tool for carrying out scrupulous, long-term assessments on the quality of prosthetic implants and of care provided. The registry also acts as an early warning system in the event of products or processes malfunctioning.

Swissnoso Surgical site infections

Since June 2009, the clinic has taken part in a measurement of surgical site infections for a number of surgeries.

The resulting data provides hospitals with a reference value to compare itself with as well as information for setting out improvement measures.

Critical Incident Reporting System (CIRS)

The Critical Incident Reporting System (CIRS) makes it possible to anonymously report critical incidents and potential harm. All collaborators are asked to report imminent or past critical incidents without delay. The purpose of the CIRS system is to prevent such incidents.

CIRS reporting serves as an additional tool which allows the clinic to continually improve its processes.

Patient Surveys

When assessing the quality of healthcare, the quality perceived by patients must be taken into account.
Systems for ascertaining patient satisfaction highlight the possible discrepancy between the quality provided and the perceived quality. The service is deemed to be high-quality when there is no gap between perceptions and expectations people have of the service, i.e. when the facility provides a service in line with the wishes of those who use it.
The patient’s assessment of performance quality is a significant and recognised indicator of quality (“patient satisfaction”). Patient satisfaction levels are continually monitored by Sant’Anna Clinic through a questionnaire used across all SWISS MEDICAL NETWORK clinics.

Contact details

Quality Manager
Stefania Zoccatelli
T +41 91 985 12 78


Hygiene forms a basic part of successful hospitalisation. In order to provide patients with the safety they deserve, hospital hygiene practices are put in place in order to detect, identify and prevent nosocomial infections (hospital-acquired infections).

H+ occupational safety and safeguarding health

Together with workers’ organisations in the health sector, H+ has developed a sectoral solution for implementing legal provisions on occupational health and safety. The concept is simple and easy to carry out. An online tool is used to determine risk in clinics and hospitals. Implementing occupational safety requires compliance with legislation, reduction of risks posed to safety, improvement of working conditions and minimising lost working hours. Together with approximately 200 other hospitals and clinics, Privatklinik Bethanien became a member of this sectoral solution in 2016 and implements the issued guidelines on an annual basis.

Safety Coordinators
Alessia Pozzi and Duilio Braglia