CARE EXCELLENCE

Achieve superior clinical outcomes.

KNOWLEDGE AND INNOVATION

Learning, researching, innovating, generating and transmitting knowledge.

OPERATIONAL EFFICIENCY

Promote financial sustainability, growth and better use of resources.

SOCIAL RESPONSIBILITY AND LEGITIMACY

To be a point of reference in assistance, social and environmental matters; to transcend in the world and contribute to the development of the community.

CULTURE WITH THE SOUL

To consolidate a motivated, competent and constantly developing team.

This line is developed through active surveillance of risk factors and key public health events, responsible use of antibiotics, control of microbial resistance, implementation of effective prevention and control measures, and constant monitoring of healthcare-associated infections.

Performance indicators for 2024:

19.154
events of public health
events of public health interest.

4.54%
in health care-associated
healthcare-associated infections (HAIs) per 1,000
per 1,000 occupied bed days.

1.1%
in central catheter-associated bacteremia
central catheter-associated bacteremia (CAB)
per 1,000 catheter days.

3.3%
in ventilator-associated pneumonia
ventilator-associated pneumonia (VAP)
per 1,000 ventilator days.

2.7%
in urinary tract infections
catheter-associated urinary tract infections (UTI)
per 1,000 catheter days.

This line ensures that drugs are prescribed, prepared and administered correctly, and that they are reviewed to avoid errors.

The outcome indicators in this line for 2024 were:

97.8%*
in adherence
to the quality and relevance
of the medical record
in the reconciliation
medication reconciliation
on admission and discharge
of the patient.

Through this line, strategies are implemented to prevent accidents and occupational illnesses and to promote the health and well-being of employees.

During 2024,
the company had an occupational accident rate of
occupational accident rate of

0.33%
per 100 workers.

This line is developed through inspections of the environment and civil works, creating safe spaces for care.

During 2024
an overall compliance rate of
overall compliance rate of

96.9%*
in the security measures
accompanying construction and remodeling
construction and remodeling projects
inside the hospital.

*Results above 85% are considered to be in the good range.

This line supervises the feeding, monitoring, cleaning and disinfection processes for patients and collaborators.

The management indicators for 2024 were as follows:

Compliance with
safe feeding of the

95.5%*
in food service

Compliance with
luminometry of the

92%*
in the cleaning and disinfection
and disinfection process.

Effectiveness in the process
laundry and linen process of the

94%*

Compliance in the process
security and surveillance of the

97.3%*

This care model seeks to identify and satisfy the needs and preferences of patients and their families, provide a personalized and humanized service, provide a climate of satisfaction and harmony among health personnel, focus on supporting the professional and personal aspirations of its collaborators and deliver the best treatment to users: humane, empathetic and committed.

The Hospital has a Person-Centered Service Committee, which guides the Hospital's practices related to service, information and education for patients and families, among which are:

Initial assessment of inpatient and outpatient needs, enabling care planning, resource allocation and discharge preparation.

The goals of care defined by the health care team, which allow the results of the patient's care plan to be evidenced.

Humanized infrastructure, which seeks to improve the privacy and comfort conditions of patients, families and companions in the outpatient and inpatient areas.

QUALITY POLICY

The Hospital is committed to provide each patient in a timely manner with "high tact" and with the minimum risk the care specifically indicated according to their health circumstances, their family and social environment and the advances of science. Promotes comprehensive wellness strategies and fosters continuity of care to prevent deterioration of health conditions. Seeks maximum satisfaction, both of the patient and of all persons and entities involved in the care process. It respects the legal framework, makes appropriate use of resources and protects the environment.

PATIENT SAFETY POLICY

Whereby the Hospital seeks:

- To reduce the risk in the health care provided to patients.

- Promote a culture of safety in all Hospital collaborators, in order to identify possible risks in patient care and prioritize initiatives for a safe Hospital.

- Prevent the occurrence of adverse events in health care processes through the deployment of scientifically proven methodologies and the adoption of practical tools that improve safety barriers and establish a safe health care environment.

HUMAN RIGHTS POLICY

The objective of this policy is to provide stakeholders with respect, care and protection of their human rights, for which the Hospital assumes and undertakes to promote and ensure compliance. Within this policy, the Hospital recognizes peace as a fundamental right to which all individuals, groups and peoples are entitled; therefore, it has strategies and programs that allow it to contribute to the construction of a better society.

HUMANIZATION POLICY

This policy aims to provide patients, caregivers and all Hospital users with the respect, care and assistance to which they are entitled as human beings.

With regard to patients and their relatives, the Hospital undertakes to:

- Define, deploy and respect their rights and duties.
- To have a humanized infrastructure.
- Implement information and education processes.
- Adequately manage pain.
- Caring for those who care.
- Provide emotional and social support.
- Assist them spiritually according to their beliefs.
- Respect their will.
- Build an extraordinary service experience.

- Ensure the highest possible level of well-being (preferences in feeding, visiting hours, companionship, comfort, temperature, lighting level).

- Provide compassionate and sensitive treatment.

- Avoiding therapeutic ingratiation.

- Give special care at the end of life.

- Respect the codes of research on human subjects.

- Listen to their expectations and complaints and incorporate improvements to the care process.

PATIENT, FAMILY, VISITOR AND COMMUNITY EDUCATION AND INFORMATION POLICY

Education and Information at the Hospital is a cross-cutting, interdisciplinary and collaborative process, whose main objective is to encourage the participation of patients, families, visitors and communities of interest in making informed decisions for safe, quality and warm care, making them co-responsible for their health.

The Hospital has twelve Structured Education groups that focus on the treatment of complex pathologies and respond to the epidemiological profile of the patients.

LIFE PROGRAM

Composed of medical, nursing and other paramedical professionals, it seeks to provide multidimensional and interdisciplinary care to adults over 65 years of age, in conditions of illness and their families or caregivers, contributing to an Integral, Dignified and Autonomous Old Age (VIDA).

In 2024, Vida en Casa is implemented, focused on providing home care to this population.

The Hospital, due to its high level of complexity, receives patients from remote areas of Medellín and the Metropolitan Area of the Aburrá Valley, who require specialized health services. The Hospital has a social work department whose purpose is to provide social and family support to patients and their families during their hospital stay. This process makes it possible to detect the social needs of patients, in addition to managing and mobilizing internal and external resources to help reduce them.

In 2024, 6,498 socio-family assessments were performed on hospitalized patients, most of them with a high degree of social vulnerability, including:

2.046
patients with family difficulties

649
patients in the group of children and adolescents at risk
and adolescents at risk

780
patients with financial difficulties

225
patients of the care group for
at-risk youth and adults

203
single patients

100
patients with suicidal behavior

98
indigenous patients

--
79
street dwellers

67
older adults with family problems

38
unidentified patients (NN)

28
patients with disabilities

These interventions contributed to providing patients with a safe discharge, 100% identification of NN patients, the search for external networks that facilitated the process of hospital stay, continuity of treatment and adaptation in the hospitalization process.

As a way of contributing to the integral treatment of patients, the psychology department provides psychological support to patients and families, evaluating the emotional impact that their condition may generate during their hospital stay, for the benefit of their quality of life.

During 2024,
were carried out

5.090
evaluations of
hospitalized patients

1.448
to outpatients

GROUP OF ATTENTION TO CHILDREN AND ADOLESCENTS AT RISK

This group evaluates children and adolescents up to 14 years of age who present risk factors that may lead to the threat, non-observance or violation of their rights. It is made up of professionals in social work, psychology, nursing and pediatrics.

Support professionals: pediatric neurology, gynecology, psychiatry, legal office and medical auditor.

During 2024
were attended

486
patients per group

CARE GROUP FOR YOUTH AND ADULTS AT RISK

This group evaluates patients over 15 years of age and adults with suspected domestic violence, sexual violence or gender violence.

It is made up of an interdisciplinary team of professionals including: emergency physician, social worker, clinical psychologist, head nurse of the emergency, outpatient and inpatient departments.

It also has the support of the Hospital's Bioethics Committee, Clinical Information Management, User Support and the Legal Office.

During the year 2024
were attended

225
patients for this group

International patient satisfaction survey results

4.7
Friendliness

4.7
Information

4.49
Opportunity

4.79
Health care safety

4.44
Evidence of service

4.74
Overall satisfaction

QUALITY OF CARE OPINION SURVEY

This mechanism measures user satisfaction after receiving the services and is carried out by an external firm specialized in this area.

The indicators that are measured through this mechanism are:

- Friendliness

- Information

- Timeliness

- Evidence of service

- Safety of care

- General perception

OVERALL OUTPATIENT SATISFACTION 2024

COMPLIMENTS, SUGGESTIONS AND COMPLAINTS (FSR)

This mechanism allows for proactive listening to the patient's needs and their perception of the care received.

During 2024
received

3,635 FSR
of which

1814
were claims

986
congratulations

THE CUSTOMER SERVICE OFFICE CONTINUED WITH THE IMPLEMENTATION OF STRATEGIES FOCUSED ON IMPROVING THE SERVICE EXPERIENCE OF PATIENTS, SUCH AS:

Preferential Card
through which direct-pay patients have access to special discounts on some of the outpatient services.

During 2024
were granted

6.200
preferential cards

Delivery of

5195
refreshment vouchers
to private and direct-pay patients
and direct-pay patients undergoing outpatient
outpatient examinations
in the Hospital and who require fasting
fasting in laboratory services,
diagnostic aids, cancerology
and radiology

Gift of

5.679
amenities to patients,
with the aim of contributing
to their wellbeing during
hospital stay

Birthday Celebration
with a special gift to

380
patients
hospitalized in 2024