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Since 2017 we measure and follow up on quality usig the Humana Quality Index, which consists of 12 quality parametres. Humana's management system Parus supports the systematic improvement work in the organisation.

Development of Humana Quality Index, HQI

The introduction of HQI has been of great value to Humana as it provides an opportunity to monitor the quality of our delivered services. In 2021, Humana's quality organisation has continued to develop the tool for quality monitoring and developed a new HQI. The purpose is to get closer to the result of the effort for the individual. Humana's activities differ: a good result for a young person placed in residential care home cannot be directly compared with a good life for an elderly person in an elderly care accommodation. Therefore, we have increased the number of indicators in the index to twelve (compared to seven previously) and thus cover more aspects. All the indicators reflect relevant and critical parts of the quality work and together they give a good picture of the activities.

Measuring does not in itself provide improvement, but it is an absolute prerequisite for being able to know where improvements are needed. Humana's new HQI does not cover all parts and we will continue to systematically develop the tool. With the new HQI, we have taken a big step in the right direction and we can continue to contribute to setting a new and higher standard for social care.

What we want to achieve (purpose) What is measured
1. Satisfied customers and clients  Customer satisfaction index
2. Proper support, care or treatment to customers and clients Percentage of individual plans followed up
3. A secure service delivered  Number of critical deviations reported to authorities
4. Delivery in accordance with legislation Percentage of inspections by authorities giving serious remarks
5. Ensuring systematic learning Percentage of repeat deviations
6. Proper handling of personal data Percentage of personal data incidents reported to authorities
7. Satisfied employees Satisfied employee index
8. Employee wellbeing and health Sick leave rate
9. Safe working environment Number of incidents and occupational injuries reported to authorities
10. Continuous skills development Percentage of employees having completed training in the learning portal
11. High quality education Qualitative follow-up of each training
12. Employees contribute to business development Number of improvement proposals

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