Embedded Files
Clinical Governance is integral to the assurance of a high standard of health and rehabilitation services and provides the basis for accountability and excellence. Patient safety and quality of our digital products and services is paramount to us and at the forefront of our business decision-making.
Our Clinical Governance framework sets out safety and quality policies and practices, which are aligned with national professional and regulatory requirements, as well as our EQL clinical risk management system. The framework is implemented by our experienced Clinical Governance team to monitor, report and inform change in practice and performance. We set our standards at a high bar to ensure that we can provide our customers and service users with an accessible, high quality digital healthcare experience and assure a safe and effective healthcare environment for both patients and staff. However, if things do go wrong, robust incident and complaint management and investigation systems result in prompt corrective action and thorough consideration of further preventative actions and improvements.
Each stage of the service user journey is defined and subject to audit, from intake to discharge, including pathway signposting, rehabilitation progression, review of clinical outcomes and user experience. We acknowledge that healthcare and rehabilitation practices are evolving rapidly and believe that a progressive, evaluative approach helps to achieve a high standard of clinical excellence. Our Clinical Research and Development team continually evaluates scientific evidence, clinical guidelines, clinical knowledge, expertise and lived experience to provide a robust, but dynamic, foundation for the ongoing assurance and improvement of our assessment and rehabilitation tools and services.
Digital clinical safety
Digital clinical safety
Our suite of software products for MSK Physiotherapy are compliant with all regulatory requirements, including DCB0129 and DTAC; user involvement plays a key part in ensuring that service user care is of a consistently high quality and contributes to the necessary continuous evaluation and improvement in a digital healthcare environment with rising levels of demand and user expectation. Service user feedback is requested from all users at the end of their Phio journey, looking at aspects of their personal rehabilitation experience and their experience of EQL.
Clinical services
Clinical services
Our in-house remote clinical services provision is staffed by experienced MSK physiotherapists who fulfil HCPC registration requirements, CSP professional standards and are subject to Enhanced level DBS checks, along with additional EQL requirements for professional experience and skills commensurate to the role undertaken. All clinicians are appropriately insured and participate in continuing professional development activities relevant to their scope of practice.
EQL clinical records are electronic; they are created according to professional guidelines for clinical record keeping and securely stored and ultimately disposed of in accordance with applicable data protection laws (for further information on data security, please refer to Information Governance).
Where third party face-to-face physiotherapy services are offered, aside from extensive due diligence checks for our providers prior to forming partnerships, these are subject to ongoing audit and compliance checks across the provider panel.
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