Sustainability

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Service Quality and Patient Safety

Service Quality Management

BDMS sets out a Service Quality Control Policy and operational guidelines in line with BDMS's vision and mission of the organization, focusing on delivery healthcare service and providers by ensuring equity and promoting non-discrimination in access to healthcare , while integrating advanced medical technology to provide high-quality and value healthcare services that meet national and international standards.

Quality Improvement and Patient Safety Plan

BDMS has developed a Quality and Patient Safety Improvement Plan to support the organization’s mission and strategic goals. The plan involves identifying, understanding, and continuously improving systems and processes to better meet customer needs. Quality and patient safety are integrated into every aspect of operations, leading to enhanced service delivery, improved clinical outcomes, and streamlined workflows. The ultimate goal is to deliver the highest value in medical services. The plan encompasses process evaluation, governance, and management practices to ensure that medical services meet hospital accreditation standards and all relevant regulatory requirements.

Organizational Integration

Establish a comprehensive structure and framework by integrating quality and patient safety development plans into operational processes and apply as multidisciplinary manner across the organization.

Priorities

Prioritize key quality and patient safety issues through assessment and evaluation, considering criteria such as likelihood of risk occurrence, impact, regulations, accreditation standards and patient complaints.

Methodology

Enhance quality control processes and service standards using the Plan-Do-Study-Act (PDSA) principle by beginning with analyzing the root causes of patient safety incidents and developing service improvement plans to maintain the highest standards of service and safety.

Reporting Systems and Confidentiality

Communicate quality-related issues and relevant measures following the Quality Management Committee to analyze and report to the Board of Directors and other relevant Committees for consideration in improving the quality of patient care services. All evaluation results must remain confidential and accessible only to authorized personnel.

Annual Review of Patient Safety and Quality Improvement Plan

Collect performance data to assess annual quality performance by establishing key performance indicators in line with the corporate quality targets as well as evaluate the quality based on international standards while reporting the performance to relevant Committees for further review and service quality development.

Patient Safety Culture Survey

Assess the patient safety culture in the hospitals through a survey involving employees at all levels. Process, analyze and report the data for the executives to devise a corporate development plan and foster an effective safety culture in the organization. Establishing a safety culture within the organization marks a valuable contribution of the hospital to society.

Quality Assurance Process

Quality Development in Healthcare System Design

Design appropriate healthcare systems in line with the established standards.

Internal Quality Control

Prevent errors and ensure customer needs are met by performing the work process assessment, employee training, data analysis, continuous improvement and performance monitoring.

Quality Assessment

Organize the healthcare quality accreditation institutions to assess the healthcare facility’s quality development following the established standards.

Quality Certification

Certify the healthcare facility once the evaluation criteria are met, with validity following each established standard.

BDMS Accreditations 2024

BDMS operates according to healthcare policies and standards, encompassing health impact and safety assessments for continuous development. The summary of accreditations are as follows

12 BDMS hospitals underwent JCI quality assessment and received quality certification.

13 BDMS hospitals with emergency medical services centers are certified CAMTS Global certification.

100% of hospitals are certified or renewed their certification according to JCI, HA, and Advanced HA standards, ensuring the highest level of patient safety.

BDMS Quality Standards at National and International Levels

Marketing Communication, Sales and Labeling Guidelines

BDMS implements the marketing communication, sales and medication labeling guidelines in accordance with international standards, ensuring transparency and providing patients with accurate information about medications and treatments following their needs.

Criteria for Advertisements or Announcement about Healthcare Facility

Advertisements or Announcement about Healthcare Facility without Pre-Approval

Name, location, and corporate logo	Qualifications of Healthcare and Public Health Professionals		Treatment, medication, medical and other service fees		Patients’ rights as stated in the regulations
Medical services provided by healthcare facility and approved operating hours		Knowledge and academic research on medical and healthcare that is accurate, realistic and not misleading about the healthcare facility. Precautions from treatment risks, danger and side effects		Notifications such as medical records destruction, relocation, important event announcements, or “Inquire Medical Fees Here” signage

Prohibited Healthcare Facility Advertisements

Entirely or partially represent false, baseless and exaggerated information; conceal facts; and provide misleading information or comparison about the service quality between healthcare facilities.	Create false expectations about medical professionals or equipment. Fail to commit as stated in the advertisements or announcements. Provide information non-supported by academic research.	Advertise misleading names of healthcare facilities which cause misunderstanding on the business license.
Advertise communication that is potentially physically or mentally harmful or causes annoyance to customers or the public.	Use inappropriate, fear-provoking, obscene or sexually provocative advertisement.	Publish impolite messages or exhibit patient suffering.
Disparage, defame, insult or degrade other healthcare facilities or professionals.	Share social disturbing messages that contradict ethics and good morals.	Associate with royal salutation messages and actions concerning the monarchy, the Queen, heir or designated regent.

Guidelines for Pharmaceutical Distribution, Medical Supply, Healthcare Service and Other Service Fees

Medicine Prescription and Price Notice

Pre-inform the generic or nonproprietary name of the medicine, dosage form, dosage, quantity, instruction and duration of use to the patients following the medical professional standards.

Price Notification

Notify the medicine, medical supply, healthcare service and other service fees to patients prior to purchase, treatment or upon request.

QR Code

Transparently and adequately display the price comparison of the medicine, medical supply, healthcare service and other services in the healthcare premises according to the Department of Internal Trade.

Healthcare Cost Estimation

Provide cost estimations to all patients per preliminary diagnosis.

Medical Invoice

Specify the medication names according to the prescription and the price per unit.

Drug Labeling

BDMS’s network hospitals distribute medications with labeling and packaging in compliance with the following requirements

Patient’s Name, Identification Numbers and Date of Birth	Issue Date	Drug’s Name Stating Trade Name and/or Chemical Name as well as Local Names, Dosage Form and Concentration
Lot Number or Batch Number	Expiry Date	Instructions
Dosage Quantity	Medication Indications and Properties, Precautions or Suggestions	Name of Medical Professional Prescribing Drug

Reporting Channels for Marketing Communication, Sales and Labeling

BDMS welcomes all stakeholders, including internal and external personnel, to submit feedback, complain and report misconduct as stated in the “BDMS Code of Conduct” published on the BDMS website. In 2024, no complaints regarding marketing communication, sales and labeling were filed in BDMS’s hospital networks.

Fertility Services

As a leader in healthcare services and providers, BDMS is dedicated to sustainably enhancing the health and well-being of the customer, encompassing services that promote family wellness. As a result, BDMS establishes the Fertility Clinic by BDMS Wellness Clinic to provide the services in accordance with international standards and relevant regulations such as the Protection of a Child Born by Medically Assisted Reproductive Technology Act, B.E. 2558 (2015). The fertility services include

Embryo Freezing

A procedure for reducing the twin pregnancy rate and number of embryos used in each IVF treatment while increasing the pregnancy rate without additional ovarian stimulation.

Intrauterine Insemination (IUI)

A procedure suitable for couples having trouble in conceiving by stimulating the development of ovarian follicles with medications. The doctors then monitor with ultrasound while prescribing medication to control ovulation. In parallel, the sperm is selected in preparation to fertilize with the egg for pregnancy.

In Vitro Fertilization treatment (IVF)

An external fertilization process where the patients will be examined and ensure readiness for the egg retrieval process. Fertilization is performed in the laboratory while hormone treatments are used to prepare the uterus for pregnancy. The embryo will then be transferred to the uterus through the cervix for pregnancy.

Egg Freezing

A procedure to oocyte from the ovaries by freezing them for future pregnancy. The doctors will stimulate the ovaries by injecting hormone to ensure high-quality eggs before retrieval. The eggs will then be frozen and stored at a temperature of -195°C to maintain their quality for future usage.

Termination of Pregnancy

As a leader in healthcare services and providers, BDMS is determined to sustainably enhance the health and wellbeing of the customers while adhering strictly to regulatory requirements as well as quality and safety standards, particularly in medical services and procedures which require careful consideration of ethics and legal requirements.

Understanding the importance of such matters, BDMS establishes plans and procedures following the regulations related to termination of pregnancy. In addition, BDMS sets guidelines for hospitals and clinics within the BDMS network to ensure strict compliance in accordance with regulations, particularly the Criminal Code of Thailand B.E. 2548 (2005) (Revision 2021) Section 305 where termination of pregnancy is legal if the pregnancy

1. is harmful to the physical or mental health of the pregnant woman.	2. is at critical risks or with strong medical reasons that the babies will be born with severe disabilities or abnormalities.	3. is a result of sexual assault as confirmed by the patient.
4. is less than 12 weeks. In this case, it is recommended to transfer the patient to a healthcare facility that performs abortion or contact 1663 for further assistance.	5. is more than 12 weeks but not exceeding 24 weeks. In case of confirmation for termination of pregnancy after examination and alternative consultation with medical practitioners and other professionals in accordance with the regulations and procedures implemented by the Minister of Public Health and advised by the Medical Council of Thailand as well as related sectors concerning prevention and resolution to teenage pregnancy. In this case, it is recommended to transfer the patient to a healthcare facility that performs abortion or contact 1663 for further assistance.
In case of termination of pregnancy, obstetricians and psychiatrists must diagnose and agree for termination of pregnancy before reporting to the highest executives and consult the operational procedure with the Ethics Committee. Throughout the process, documentation and constant updates to the patients is required. Once completed, BDMS must submit the termination of pregnancy report to the Medical Council of Thailand. Moreover, BDMS is prohibited in the manufacture and distribution of contraceptives and abortifacients beyond the established guidelines.

Customer Relationship Management

BDMS adopts a systematic approach to customer relationship management through the establishment of a Customer Relationship Management (CRM) Working Team at each hospital. These teams are responsible for designing service processes that foster and maintain strong relationships with customers.

BDMS continuously tracks the customer experience, including feedback from patients and their families (Patient Experience), to gain insight into their expectations and perceptions. The organization enhances its service systems to deliver meaningful, positive experiences that align with what customers truly value.

To measure customer confidence and loyalty (Customer Loyalty), BDMS utilizes the Net Promoter Score (NPS) as a key indicator. NPS results are analyzed to identify opportunities for improvement and inform the development of targeted service quality enhancement initiatives—ultimately supporting long-term business success and sustainability.

Customer Satisfaction Strategy

To ensure patient satisfaction in line with the Service Quality Model, BDMS devises operational strategies in 6 aspects as follows

Responsiveness

Provide the services with politeness, respect privacy, understand the patient’s needs, offer sincere assistance, and simplify the explanation.

Clarify

Provide service information accurately, promptly and clearly.

Promise

Commit to delivering the best service and safe treatment by professionals.

Physical

Manage service areas considering the amenities, environment, products, innovation and user data flow.

Sustainability

Promote sustainable and high-standard services.

Delight

Express a willingness to provide smooth, flexible and consistent services.

Hospital Accreditation Thailand (HA) and Advanced HA	Joint Commission International (JCI)	Clinical Care Program Certificate (JCI CCPC)
Electronic Medical Record Adoption Model (EMRAM) by HIMSS Analytics (Healthcare Information and Management Systems Society: HIMSS)	Commission on Accreditation of Medical Transport Systems Global (CAMTS Global - US&EU)	Laboratory Accreditation Program, College of American Pathologists (CAP)
ISO/IEC 27001 ISO / IEC 27001 - Information Security	ISO 27799 ISO 27799 - Health Informatics	ISO 15189 ISO 15189 - Medical Laboratory Quality Assurance to Ensure Accurate Results for Diagnosis, Treatment and Disease Prevention and Controls
ISO 15190 ISO 15190 - Medical laboratory Quality Assurance on Environment Management, Hazard Prevention, Biosecurity and Waste Management	ISO 9001 ISO 9001 - Quality Management System	ISO 9002 ISO 9002 - Quality Assurance for Production, Installation and Services
ISO 17025 ISO 17025 - Testing and Calibration Laboratories	Hemodialysis Standards by The Royal College of Physicians Thailand (RCPT)	Quality audit of the Ethics Committee on Human Research by The Strategic Initiative for Developing Capacity of Ethical Review (SIDCER)
Society for Simulation in Healthcare for BDMS Simulation Center	Thai Labour Standards (TLS) by Department of Labour Protection and Welfare of the Ministry of Labour	PIC18 Service Standards on Assisted Reproductive Technology by Protection of a Child Born by Medically Assisted Reproductive Technology Act, B.E. 2558 (2015)
Geriatric Emergency Treatment Accreditation by the American College of Emergency Physicians (ACEP)	Trauma Center by the Royal College of Surgeons of Thailand (RCST)Trauma Center	International Consortium for Health Outcomes Measurement (ICHOM) - a non-profit organization that develops patient-centered outcome measures for various medical conditions.
Good Manufacturing Practice (GMP) - a standard and quality assurance system designed to certify products that are safe for consumer health and comply with international quality standards.	Good Storage and Distribution Practice for Pharmaceuticals - a standard that certifies the safety, quality and integrity of pharmaceutical products throughout the supply chain, from manufacturers to wholesalers, warehouses, distributors, and transportation.	Global Healthcare Accreditation (GHA) - an international healthcare service certification that ensures healthcare quality for medical travelers including medical process, hospitality, and patient experience with an objective to build confidence that international patients receive proper care in line with global standards.