About

"Saglam Aile" LLC provides high-quality medical services that meet clients' needs and expectations, first in accordance with legal and regulatory requirements and then in compliance with international quality standards. Timely requirement analysis, the use of modern technological equipment and methods, and adherence to these standards allow us to be a leading healthcare organization.

Our primary activity is to provide high-quality services to our patients and corporate clients. Ensuring patient satisfaction and loyalty is one of our main objectives. The trust of our patients, partners, and employees is the foundation of our long-term success.

Our organization's management is committed to ensuring the following requirements to improve service quality and achieve policy objectives:

- Consistently improve the Integrated Management System (IMS) to meet ISO 9001:2015 requirements;

- Provide professional service with a highly qualified, motivated, and friendly staff;

- Identify and mitigate all business risks;

- Maintain regular communication with clients and stakeholders to understand and fulfill their needs and expectations;

- Enhance employee professionalism and utilize their potential to meet organizational goals;

- Improve service quality by continually updating diagnostic and analytical methods;

- Introduce modern technologies and new types of medical services;

- Systematize supplier evaluations to improve the quality of medical goods (equipment, instruments, etc.);

- Expand laboratory services and increase the variety of tests;

- Implement advanced medical, management, and IT technologies;

- Plan and manage organizational changes effectively;

- Reduce inadequate service levels;

- Ensure efficient resource use;

- Create a suitable work environment (motivation system, career growth opportunities) for staff;

- Define the organization’s environment in accordance with ISO 9001:2015 and promote it internationally;

- Continuously improve the Integrated Management System (IMS).

Taking into account the ISO 10002:2018 standard requirements and in accordance with the legal norms of the Republic of Azerbaijan and the Ministry of Health, "Saglam Aile" LLC provides laboratory, polyclinic, and instrumental examination services. In line with this, it:

1. Identified client satisfaction as a key principle in meeting patients' expectations.

2. Adopted continuous improvement to enhance service quality and client satisfaction.

Our core service principles are "Stakeholder-Oriented Work" and "Stakeholder Satisfaction." "Saglam Aile" LLC views all stakeholder suggestions, requests, and grievances as opportunities to improve service. All suggestions, requests, and complaints are handled under "Stakeholder Satisfaction Rules."

The organization’s management is committed to a responsive complaints process by:

- Enhancing service quality, including customer service, by improving client satisfaction, addressing all complaints, and creating a feedback-friendly environment;

- Providing accessible communication channels to stakeholders;

- Carefully evaluating each stakeholder’s feedback as an opportunity for improvement;

- Listening to stakeholder concerns, solving issues, and providing necessary support;

- Communicating honestly, objectively, and impartially with stakeholders;

- Responding promptly to all feedback;

- Ensuring timely stakeholder communication;

- Not charging any fees for complaint processing;

- Keeping the stakeholder’s personal information confidential;

- Providing clear, understandable, and accurate information;

- Offering effective, realistic, and applicable solutions;

- Aiming to build long-term relationships with stakeholders;

- Complying strictly with legal obligations.

Our principles:

- Compliance with legal norms;

- Providing services based on client expectations and satisfaction;

- Friendly, polite, and responsive customer interaction;

- Sensitivity in addressing client needs, suggestions, and complaints;

- Quick response to feedback and establishing effective communication;

- Treating all clients equally and fairly;

- Continuously improving service quality for greater client satisfaction;

- Offering solutions within financial resources and conditions, assessing the effectiveness of remedies, and publicizing complaints with client consent.

An Integrated Management System (IMS) based on international quality standards has been implemented in our center to meet these objectives. We ensure the implementation and constant monitoring of our commitments.

Our quality policy aims to ensure laboratory competence in conducting laboratory tests at the "Saglam Aile" Medical Laboratory. The primary goal of the quality policy is to obtain objective results by ensuring high-quality laboratory services and test result accuracy.

The laboratory management is committed to providing quality services following ISO 15189 "Quality and Competence Requirements for Medical Laboratories." The following goals have been defined by the laboratory head:

- Ensure laboratory services meet ISO 15189 standards;

- Control results to maintain stable laboratory service quality;

- Continuously enhance employee professionalism and use their potential;

- Meet all regulatory requirements related to laboratory operations;

- Equip the laboratory with essential devices and equipment for high-quality tests;

- Enhance quality indicators by expanding the range of laboratory tests;

- Continuously improve management system effectiveness and all processes;

- Ensure quality and reliability of laboratory services;

- Fully automate processes;

- Identify possible service risks and take measures to mitigate them;

- Organize laboratory service processes according to general management principles;

- Thoroughly study client requirements, consistently improve service quality based on client feedback;

- Provide professional service with a qualified, motivated, and friendly staff;

- Ensure stable quality service by continuously improving the management system to meet ISO 15189 standards.