High Satisfaction Understanding
QSH and its abbreviation is
Get to Know Us Up Close
We aim to achieve excellence in our services and become a leading brand in our field by ensuring the continuity of patient satisfaction.
Head Nurse: Zeynep Salan
Op.Dr. Erhan TÜMER
Head Nurse / Quality Director: Zeynep Salan
Ensuring that our healthcare staff work in safe environments and with high motivation is one of the fundamental goals of our Health Transformation Program. Within this framework, the Ministry has issued the following regulations to ensure the safety of healthcare staff, and our institutions have been instructed accordingly:
a) In all healthcare institutions, in line with the “Regulation on Ensuring Patient and Employee Safety” issued to provide a safe environment for service recipients and healthcare staff:
- Establishment of a staff safety committee,
- Preparation of a staff safety program,
- Conducting health screenings for staff,
- Ensuring that staff take personal protective measures,
- Implementing measures to prevent violence against staff,
- Preparation of a program for infection control and prevention,
- Implementation of the White Code application,
- Providing training to staff on safety issues.
b) Within the “Service Quality Standards” applied in our institutions, risk assessments will be conducted, including topics on violence and communication, to eliminate risks arising from the working environment, and necessary precautions will be taken.
c) According to the “Regulations on Emergency Service Procedures and Principles in Inpatient Health Facilities,” security measures in risk areas, especially emergency services, will be increased, and security cameras will be provided with general law enforcement and private security personnel.
On the other hand, we have initiated a national “Respect for Labor Zero Tolerance for Violence” campaign by organizing a symposium evaluating efforts to reduce violence in collaboration with the press, communication experts, administrators, and healthcare staff. We are conducting our activities to inform the public and create social awareness as part of this campaign. Additionally, we provide training to healthcare staff through “patient and staff safety symposiums.”
To prevent violence, which is defined as verbal or physical actions resulting in or likely to result in physical or psychological harm to individuals, it is important to review existing practices. In this regard, managers have significant duties and responsibilities in ensuring staff safety, and the following instructions will be strictly implemented:
- White Code Application:
a) The “White Code” application will be closely monitored through the responsible deputy chief physician to ensure the system operates effectively.
b) Intervention teams will be ensured to reach the scene as quickly as possible.
c) Analysis of the incidents will be conducted, and institution-specific measures will be increased.
- Employee Rights and Safety Unit:
In hospitals and oral and dental health centers, “Employee Rights and Safety Units” will be established under the direct supervision of a deputy chief physician. Similar units will also be set up in public health directorates and provincial health directorates with a deputy director directly overseeing employee rights and safety.
a) These units will be located in accessible areas for all healthcare staff. Necessary equipment (telephone lines, fax, internet-connected computers, and appropriate meeting environments) will be provided.
b) Preferably, a social worker, psychologist, or public relations expert will be appointed as the secretary in the unit, and a sufficient number of personnel will be employed.
c) The unit will accept and evaluate employee rights and safety-related requests and complaints, prepare reports, initiate necessary corrective/preventive actions, and provide feedback to the requestor.
d) The unit will closely monitor applications related to employee rights and safety and will report monthly to the chief physician’s office.
- Risk Assessment and Security Measures:
a) Healthcare institutions will reassess their risks regarding violence, and service processes in high-risk areas will be reviewed. The number of healthcare staff in these areas will be increased if necessary. Physical spaces will be reorganized if needed for quality and working conditions.
b) Adequate security personnel will be stationed in waiting areas of high-risk areas such as emergency departments, intensive care units, and operating rooms, with an increase in numbers if necessary.
c) Security cameras will be installed to monitor all areas of the institutions while considering patient privacy, and camera footage will be continuously monitored. Specially trained security personnel will intervene in suspicious situations and individuals immediately.
d) Individuals trained in communication skills and conflict management with difficult patients and their relatives will be assigned to waiting areas as “problem solvers.”
e) Physical spaces will be adequately illuminated and ventilated 24 hours a day.
f) Alternative exit routes will be created for staff.
- Staff Training:
a) Training on communication skills, anger management, and communication with angry patients and relatives will be provided to staff, including security personnel, emergency responders, and others.
b) Healthcare staff will receive training on measures to prevent violent behavior.
- Informing Patients and Relatives:
a) The processes for informing patients and their relatives about where to apply, the procedures and treatments, where tests and analyses will be conducted, and the waiting times will be reviewed and completed if there are any deficiencies. “Patient information areas” will be strengthened, and it will be determined who will provide information, how often, and in what situations.
b) Citizens will be informed that healthcare personnel have the right to withdraw from providing services if subjected to violence, and the service process may be affected in such cases.
c) Citizens will be informed that those who commit violence against healthcare staff will be prosecuted and punished (through boards/plaques/brochures).
- Withdrawal from Service:
Healthcare staff can request to withdraw from service if they are subjected to violence during service delivery, except for emergency services.
a) The request for withdrawal from service will be reported verbally or in writing to the manager designated by the institution.
b) Upon notification, the authorized manager will immediately assess the incident and decide on the appropriateness of the withdrawal request without delay.
c) If the authorized manager deems the withdrawal request appropriate, measures will be taken to ensure the patient continues to receive healthcare services and treatment, along with security measures. A new healthcare staff member will be designated to continue the patient’s healthcare, or if this is not possible within the institution, the patient will be referred to another healthcare institution for service. Special care will be taken to ensure the patient’s treatment is not interrupted.
- Notification Process and Legal Assistance:
A “Ministry White Code Unit” has been established to follow up on incidents of violence against healthcare staff, with a 24-hour service telephone number “113” and a website “www.beyazkod.saglik.gov.tr.”
a) Incidents of violence occurring in public and private healthcare institutions will be reported immediately by managers to the Ministry White Code Unit via the “113” telephone number, and simultaneously to the institution’s legal department and judicial authorities. Since the tracking of violence incidents against public officials is not complaint-dependent, managers must report the incident to judicial authorities regardless of whether the staff has filed a complaint. Private healthcare institutions will also show necessary sensitivity regarding judicial notifications.
b) Healthcare staff who are victims of violence can directly report to “113.”
c) Additionally, managers will fill out the “White Code Notification Form” available at “www.beyazkod.saglik.gov.tr.”
d) Upon notification, the Ministry White Code Unit will guide managers and/or relevant staff regarding legal processes, investigate whether the incident has been reported to judicial authorities, and if not, report it immediately. The unit will also verify with the institution’s legal department that the incident has been reported and ensure follow-up.
e) Legal departments will ask the Ministry staff who are victims of crime or their legal heirs in case of death if they wish to request legal assistance from an attorney. If requested, legal assistance will be provided by Ministry lawyers in accordance with the “Regulation on the Procedures and Principles for Providing Legal Assistance to Ministry Personnel in Cases of Crimes” published in the Official Gazette dated April 28, 2012, No. 28277.
- Other Matters:
a) Articles 7 and 8 of the “Regulation on Ensuring Patient and Employee Safety” will continue to be applied more effectively within the framework of “Hospital Service Quality Standards.”
b) The provincial health director, along with a directly responsible deputy health director, will monitor staff safety practices and measures taken in institutions on a monthly basis and report to the Ministry.
c) Complaints about healthcare staff submitted to SABIM constitute only 4% of the applications. Complaints about healthcare staff made to SABIM and the patient rights unit will first be reviewed by the deputy provincial health director responsible for SABIM and the deputy chief physician responsible for patient rights. Complaints and notifications that are general, abstract, or where the complainant’s name and address are not specified or where no staff fault is evident will not be considered.
Republic of Turkey Ministry of Health
Directorate of Efficiency, Quality, and Accreditation in Healthcare
HTTPS://KALİTE.SAGLİK.GOV.TR/
Pharmacovigilance Responsible Physician
Infection Control Nurse
Head Nurse
Quality Director
Responsible Manager
Patient Rights Unit Coordinator
Head Nurse
Public Relations Officer
Polyclinic Services Coordinator
Technical Unit Coordinator
Deputy Responsible Director
Head Nurse
Quality Director
Occupational Health and Safety Specialist
Responsible Manager
Occupational Health and Safety Specialist
Technical Unit Supervisor
Quality Director
Head Nurse
Polyclinic Services Supervisor
Deputy Responsible Director
Occupational Physician
Occupational Health andSafety Specialist
Head Nurse
Quality Director
Employee Representative