Quality according to Humana
Humana’s pursuit of high and consistent quality rests on four cornerstones. By focusing on these aspects, we lay the foundation for good results on behalf of Humana’s customers and clients.
- Individualised solutions
Customers and clients always come first. This is necessary for us to practice what we preach – we believe everyone is entitled to autonomy, integrity and a good life. Furthermore, every person is unique, so our solutions also need to be.
- Core values
Our shared core values are the basis for both our strategic planning and day-to-day contact with customers, clients and contractors. The commitment, sense of responsibility and happiness of our employees make Humana the leading care provider.
- Evidence-based practices
Humana’s specialists provide medical and psychosocial care and treatment based on the best available knowledge and evidencebased methods. In addition, Humana conducts and contributes to research projects at universities and colleges. Read more about evidence-based work below.
- A high level of expertise
Humana is a business made by people, for people. We recruit dedicated individuals and offer continuous development. Our staff includes experienced psychologists, doctors, social workers, legal experts, nurses, assistant nurses and treatment assistants.
Based on studies and evidence
For Humana, evidence-based methods are central in ensuring high quality care for customers and clients. This means that based on the best available knowledge, we design, apply and evaluate the treatment methods that are in demand. Two examples of this are the Treatment Foster Care Oregon (TFCO)
and Connect methods.
- TFCO is designed for adolescents and families with serious problems that may call for placement in foster or residential care (HVB1). The adolescents and parents are separately trained in new behaviours and skills with a goal towards reuniting or foster/residential care. TFCO is grounded in social learning theory and has been shown to result in excellent treatment outcomes and cost savings for society.
- Connect is a structured programme that supports parents, foster homes and treatment staff. The programme is based on the fundamental principles of connection, relationships, communication patterns and child development. The aim is to help parents and other caregivers find a new understanding of the child’s and their own behaviours and reactions, and in the long run change their caregiver role.
Humana holds licenses for both methods in the Nordic countries.
Collaboration with researchers
Humana invests in research to obtain a stronger scientific basis for the methods we use, and in general to contribute to furthering knowledge in our areas. First and foremost, we help by providing access to our operations and working methods. Humana’s method developers play a vital role in collaborations with researchers and projects.
Management systems for quality every day
We believe that equal parts dedication and structure are required to ensure high and consistent quality in our operations. We are aided by the management system Parus process, activity, routine, follow-up, teamwork). The management system makes it easy for the user to navigate different processes and find the activity that needs to be carried out in each situation. In the future, we will develop capacity to perform risk analyses, follow up goals and carry out internal inspections with the help of Parus.
Control with the Humana Quality Model
Humana uses the Humana Quality Model as its control model. The goal is to measure, monitor and enhance quality in all operations. The model is made up of two dimensions: One is the Humana Quality Index, HQI, which is an aggregate quality metric for the Group. The other is follow-up of individual plans that are aimed at monitoring the development of each customer and client.
- Humana Quality Index, HQI
The HQI applies to both customers and employees and includes both objective and subjective indicators. More specifically, the HQI consists of seven key performance indicators: customer satisfaction, serious deviations, employee satisfaction, leadership index, workplace attendance, Humana’s values, and training in the Humana Academy.
The index’s maximum value and Humana’s long-term target is 100. In 2019 the HQI amounted to 94, compared to 92 the year before.
- The individual’s situation
The other dimension of the Humana Quality Model is focused on the individual client’s needs and development. Each client should have an individual plan with personalised targets and should take part in drawing up and reviewing the plan regularly. In elderly care, the targets are aimed mainly at creating quality of life on the individual’s terms. For adolescents in residential or foster care, the targets define goals for the individual’s development. For example, they can be concerned with completing their education or eliminating self harm behaviours. We report the share of clients whose individual plans, which Humana has set up together with the client and the customer, have been followed up as planned. The results are reviewed monthly. During the year, Norway showed the greatest improvement in follow-up of individual plans as planned. For Humana, the results for 2019 showed that 88 percent of individual plans were followed up as planned. The target for 2019 was 70 percent. The long-term goal is for all operations is to reach at least 98 percent.
Transparent about quality
The quality of our care is accounted for in the Company’s annual quality report, and as of 2019 also in quarterly quality reports. Here, Humana presents the HQI and follow-up of individual plans. Information about serious deviations, Lex Sarah and Lex Maria is found on humana.se.
Humana’s quality management should help reduce serious deviations in operations. Employees are encouraged to report deviations so that events can be analysed, and mistakes are not repeated. To promote continuous development, our company is meticulous about openly communicating Humana’s quality and
deviations both internally and externally.
Customer and client views of Humana
To compare and develop Humana’s areas of activity, there is a joint customer/client satisfaction index, CSI. Furthermore, each business area also conducts more in-depth customer/client satisfaction surveys. The CSI for 2019 was 83, one point lower than last year’s 84, but this is the first year in which we have been able to compare all business areas based on the same issues.
In elderly care, the Swedish National Board of Health and Welfare conducts an annual national user survey. In the 2019 survey, private providers were once again ranked more highly than public ones. Humana performed
well in the competition. The share of satisfied customers in Humana’s elderly care was 88 percent, which can be compared to an average of 81 percent for all elderly care homes in Sweden, both municipal and privately managed.
Privacy and information security
Given Humana’s area of operations, information security is critical. Humana has a special organisation with data protection officers in each country and a coordinator at the Group level. Humana analyses incidents and is obligated to report serious incidents to the Swedish Data Inspection Board within 72 hours.
In 2019 Humana experienced 53 personal data breaches in Sweden, of which 8 were reported to the Data Protection Authority. In Norway 35 incidents occurred, in Finland 29 and in Denmark 1, of which 1, 0 and 0 incidents were reported to responsible authority.