Our patients are our first priority.
Responsibility for patients
Our patients’ well-being is our top priority and key to the Company’s success. We are committed to delivering safe, high-quality care for patients with chronic illnesses. To live up to this commitment, we continuously monitor and analyze the quality performance of our products and services. We also measure patient satisfaction and take our patients’ feedback into account to improve our services. We are continuously working to expand access to high-quality health care for more patients and further improve the care we offer. This also involves investing in innovations and new technologies, and leveraging insights from scientific research and collaboration with partners.
We want to create an environment with the best conditions for listening to our patients to better understand their needs.
We use patient experience surveys as a meaningful source of information. They help us to measure, manage, and advance the services and care we offer to our patients. These surveys are conducted annually in most countries, but at least every other year.
Grievance mechanisms are another way to get patients’ feedback and understand their needs. We offer our patients various channels through which they can express their suggestions and concerns, such as dedicated hotlines and email addresses, complaint and suggestion boxes as well as a web form on our website.
Protection of patient’s medical information
As a company in the health care sector, we are entrusted with sensitive medical information about our patients. As articulated in our Code of Ethics and Business Conduct, we are committed to protecting the privacy of our patients and will only use information collected in accordance with local data protection and privacy rules. In doing so, we apply appropriate policies, procedures, guidelines, security measures, and internal audits as well as training and awareness raising measures.
To comply with varying privacy and data protection laws and regulations around the world, we have established dedicated privacy programs in the regions to help ensure that personal data are used appropriately throughout their lifecycle. While the privacy program is a baseline requirement to which all Fresenius Medical Care affiliates must adhere, Fresenius Medical Care is committed to complying with applicable local laws that may impose stricter standards. Our privacy program is overseen by the Management Board, which is informed on a bi-annual basis of the program status and any privacy-related issues that need to be brought to its attention.