General Quality Management

General Quality Management

Patient Satisfaction & Surgeon Feedback, Outcomes

Here at Medbelle, our patients’ well-being is our top priority, which is why we strive for the highest level of patient safety and quality of care. It’s for those reasons we have developed various quality management measures to ensure the highest standards are met for all our medical procedures.

In order to ensure the best standards of care and patient safety, any consultant wanting to work with Medbelle must have achieved the highest possible qualification in their respective field, and be members of relevant medical societies (e.g. BAAPS, BAPRAS, BOA). In addition, each of our surgeons must apply for practice privileges at our partner hospitals and are only approved by their Medical Advisory Committee (MAC) if they satisfy a comprehensive set of criteria.

Hospitals we partner with must at least maintain a CQC score of “Good”

We understand we can’t possibly provide the best patient experience if we do not listen to our patients. Therefore, we gather patient feedback on a multitude of levels to make sure we capture every possible potential to further improve our service.

For instance, we always gather post-consultation feedback after the patient has had their consultation with their surgeon, as the initial consultation is one of the most important parts of the patient journey. We use the feedback we receive from our patients to make comparisons between our surgeons, paying particular attention to differences in approaches, styles, techniques, topics covered, support material provided and bedside manner. On this basis, we provide proactive feedback to all our surgeons based on our insights to ensure the best possible consultation.

In recent years, research and medical institutions started focusing on new measures to properly assess the quality of clinical practices all of which are centred around the improvement in the quality of life of patients [to see more on health-related quality of life (HRQoL) -> https://www.cdc.gov/hrqol/index.htm or another link].

PROMs (Patient-reported outcome measures) is the most prominent method to measure health-related quality of life (HRQoL) and patient satisfaction for a medical service, [https://www.hfma.org.uk/docs/default-source/our-networks/healthcare-costing-for-value-institute/institute-publications/introduction-to-health-outcomes or another link].

Currently, there are great differences in the way PROMS are used for quality management across medical areas and healthcare providers. In orthopaedics, for example, PROMS measurements and tracking are most standardised and most widely adopted, mainly reinforced by public regulators (https://digital.nhs.uk/data-and-information/data-tools-and-services/data-services/patient-reported-outcome-measures-proms or https://www.england.nhs.uk/statistics/statistical-work-areas/proms/ or https://www.england.nhs.uk/wp-content/uploads/2018/08/proms-guide-aug-18-v3.pdf or another link).

In plastic surgery, for instance, the usage of PROMS has not been widely adopted or has not been implemented at all. Medbelle strives to utilise outcome tracking for all of its medical procedures not only by tracking PROMS for our orthopaedic procedures but furthermore by setting a whole new standard of outcome tracking within the plastic surgery field. It’s for that very reason we aim for greater transparency regarding the actual quality of care provided for patients. Medbelle is uniquely positioned - based on our expertise in healthcare and technology - to comprehensively analyse the eventual improvement in the quality of life of our patients in combination with the medical care we provide to them. By that, we can ensure the highest level of patient safety and clinical excellence.

For the implementation of the insights we generate, we closely work together with our surgeons and hospitals to continuously improve all factors with an impact on medical care and patient satisfaction.

Complications/Revisions/Complaints Management

We pride ourselves on providing ever better high-quality care to all our patients. Since 2016 we have been able to improve the quality in life and overall satisfaction for thousands of patients through our elective medical procedures and care processes, you can see here just what our patients have to say about us (Trustpilot).

In this regard, it is imperative to us that everyone is fully supported throughout their surgery journey and to further improve our services wherever possible.

  • Our Complaints and Support team guide patients who have expressed dissatisfaction with their journey through our protocols and processes whilst providing them with empathetic and caring support. We also coordinate with surgeons and hospitals to ensure the best possible outcomes for all parties. As a patient, please be assured that our specialised Complaints and Support team will be on hand to help you every step of the way with anything you need.
  • We proactively support our patients in case of a complication arising after surgery and manage all necessary follow-up steps to organise everything for them. Each case is reviewed by us to further improve our clinical excellence and our patients´ satisfaction with their outcomes. Throughout the process, we can draw on the expertise of our experienced surgeons (e.g. MAC).

Medical Advisory Committee (MAC)

The Medbelle Medical Advisory Committee constitutes the most important institutionalised point of contact and information between Medbelle and its surgeons. Its purpose is to ensure that policies and procedures support the delivery of safe, effective and supportive clinical care as well as to uphold the development of the overall clinical strategy of Medbelle.

Medbelle´s MAC meets regularly and includes surgeon representatives with a wide range of clinical experience.

Offering guidance and advice on clinical practice, the MAC also reviews and manages complaints and patient dissatisfaction. The panel will investigate a complaint and ensure national standards are adhered to to maintain the highest standards of clinical excellence. Among other things, it draws on the outcome data Medbelle captures and analyses to further facilitate ongoing learning and improvement.

Here is a link to a list of our MAC members:

Mr Vik Vijh MB BS, FRCS (Eng), FRCS (Ed), FRCS (Plast)

Professor Iain Whittaker BA (Hons), MA Cantab, MBBChir, MRCS, PhD, FRCS Plast.

Mr Edmund O’Connor MBBS B.Sc (Hons) FHEA FRCS (Plast)

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