Joint Commission International

ERS - SINAS

The national health quality control system “Sistema Nacional de Avaliação em Saude” (SINAS), governed by the National Health Board the  “Entidade Reguladora da Saude” (ERS)is a global quality control monitoring system for hospitals

The five categories under review are Clinical Excellence, Patient Safety, Comfort and Adaptability of the Facilities, Patient Focused and Patient Satisfaction.

Quality and Safety

Quality and environment policy

The HPA Health Group has assumed as its main mission, meeting the expectations and needs of its clients, integrating the principles of quality and environment into its development strategy.

To this end, it undertakes to:

Quality culture

Developing a Quality Culture aims to, through the involvement of each collaborator, improve the competitiveness, effectiveness and flexibility of the organization through planning, organization and understanding of each activity.

Fulfilling legal requirements 

Satisfy the requirements of its Clients in order to guarantee their full satisfaction, complying with the legal norms and regulatory requirements as well as with the obligations inherent to each of various areas.

Safety improvement 

Melhorar as condições de segurança, quer das instalações, quer das atividades nelas desenvolvidas, implementando as medidas necessárias para a eliminação do risco para a saúde e segurança laboral.

To improve safety conditions, both of the facilities and of its activities and services, by implementing the necessary measures, in order to eliminate occupational health and safety risk.

Environment protection

Promoting environmental protection by assessing the various aspects of is activities on the environment, with the aim of avoiding or minimizing the impact they may cause, promoting the rational use of resources including pollution prevention in order to continuously improve its impact on the environment. 

Awareness and training

Promoting its employees with awareness and training enabling them to carry out their various duties, ensuring that they develop their competencies, promoting their involvement in the Quality and Environment Management System in order to achieve the organization’s  planned results.

Suppliers and providers

Selecting suppliers and service providers with care, involving them in our Quality and Environment policy so they may adopt the principles in force, at the HPA Health Group.

Client commitment

Respecting and complying with professional ethics and cordiality with respect to the contact and treatment of clients by adopting and complying with Good Practices recognized by the sector, namely, the rights and duties of the patient.

Continuous improvement

Continuously improving internal procedures by promoting the efficiency of the integrated management model of Environmental Quality Systems through implementation and monitoring of Quality and Environment objectives and targets.

Patient rights and responsibilities

Patient rights

1. Right to treatment without discrimination.
2. Right to access all available treatment that is medically indicated to his/her condition: preventive, curative, rehabilitation or terminal.
3. Right to considerate and respectful care at all times, with recognition of personal dignity and worth.
4. Right to information privacy of all medical treatment provided at all times.
5. Right to personal privacy.
6. Right to free choice of health care providers.
7. Right to a second opinion.
8. Right to medical information related to his/her case, prognosis, alternative treatment and approximate costs.
9. Right to a medical report reflecting in detail his/her state of health.
10. Right to consent.
11. Right to refuse medical care or treatment.
12. Right to continuing healthcare
13. Right of respect as to his/her period of time necessary.
14. Right not to feel pain or unnecessary suffering.
15. Right to safety/security and compensation.
16. Right to complain and make suggestions.

Patient responsibilities

1. Responsibility to abstain from attitudes, behavior and habits that endanger his/her health or that of others.
2. Responsibility to contribute to the improvement, within his/her reach, of family and environmental health conditions.
3. Responsibility to collaborate with health professionals, by respecting recommendations and providing all the information necessary to obtain a correct diagnosis and the appropriate treatment.
4. Responsibility to respect Hospital rules and regulations including those of the healthcare team. Honoring time of appointments and canceling them as soon as possible when not able to attend.
5. Responsibility to respect the right of other patients.
6. Responsibility to use health services, facilities and equipment in an appropriate and responsible manner.
7. Responsibility to collaborate in the reduction of unnecessary expense and share in the costs of healthcare treatment according to his/her possibilities.
8. Responsibility not to pressure healthcare professionals to provide documents and information that do not correspond to veracity of the facts.