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.