Quality Improvement Plan
Our commitment to excellence through ISO 9001:2015 standards
1. Purpose and Strategic Alignment
The Quality Improvement Plan (QIP) defines Credible Medical Assistance LLP's structured approach to achieving continual improvement and enhanced customer satisfaction in alignment with ISO 9001:2015 standards.
The plan supports the Quality Management System (QMS) across all operations, considering internal and external business factors and the expectations of patients, clients, partners, and regulators. It reinforces strategic direction, operational excellence, risk-based thinking, and service reliability.
As an ISO-certified organization, Credible Medical Assistance is committed to maintaining a controlled, measurable, and continuously evolving quality framework that prioritizes patient safety, efficiency, and professional standards.
2. Leadership and Quality Governance
Senior management demonstrates active commitment by:
- Ensuring strong customer focus at all organizational levels
- Promoting a process-based approach and risk-based thinking
- Establishing measurable quality objectives aligned with strategic goals
- Providing adequate resources to sustain continual improvement
Quarterly management review meetings evaluate performance, monitor KPIs, assess risks, and ensure accountability.
3. Quality Policy
Credible Medical Assistance LLP is committed to delivering timely, efficient, and safe medical coordination services through operational excellence, continual improvement, and adherence to the highest standards of care and professionalism.
4. Key Performance Indicators (KPIs)
Defined, measurable objectives are monitored through structured review mechanisms:
| Performance Indicator | Target | Review Frequency |
|---|---|---|
| Emergency Initial Response Time | Less than 10 minutes | Monthly (case handling reports) |
| Patient Satisfaction Rate | ≥ 95% positive feedback | Quarterly (post-service feedback) |
| Partner Onboarding Accuracy | 100% document compliance | Quarterly (onboarding audit) |
| Invoice Error Rate | Less than 2% annually | Monthly (finance audit logs) |
| Case Closure Within Timeline | ≥ 98% on-time completion | Monthly (internal tracking) |
| Staff Training Completion | 100% annually | HR training logs |
| Client Communication Turnaround | Response within 4 hours | Monthly (communication audits) |
All KPI data is analyzed for trends and used to guide decision-making and corrective actions.
5. Quality Control and Continuous Improvement Framework
Quality assurance and continual improvement are embedded through:
Internal Quality Audits
Monthly compliance and operational reviews, with formal semi-annual QMS audits.
Client Feedback Mechanism
Structured post-case feedback collection, monthly analysis, and implementation of service improvements.
Incident and Nonconformity Management
Logging and review of critical incidents and near-misses, supported by Root Cause Analysis (RCA).
Corrective Actions
Documented, tracked, and verified for effectiveness to prevent recurrence.
Ongoing Staff Development
Structured onboarding, annual refresher training, periodic skill enhancement programs, and HR-monitored training compliance.
Lessons learned and stakeholder input are systematically integrated into process refinement and SOP updates.
6. Operational Controls and Support Structure
Operational consistency is ensured through:
- Documented Standard Operating Procedures (SOPs) for case handling, billing, and provider coordination
- Defined case escalation matrix
- Secure, centralized documentation and case management systems
- Dedicated operations, medical, and finance teams
- Up-to-date medical software and secure communication platforms
- Structured internal communication systems and formal external reporting mechanisms
The QIP is a controlled document under the Quality Management System, version-controlled and approved by senior management.
Contact Us
For quality-related inquiries, please contact us.