Quality Management and Patients Support Service

Since 2004, the hospital have set its course to the management focus on international standards and was the first in the Republic of Kazakhstan who organized the management system and internal audit center. Subsequently, the center was renamed to the Quality Management Department, which developed, introduced and organized an external evaluation of international standards introduced in the activity of the NSMC.

In 2006, the clinical and diagnostic laboratory of NSMC underwent an external assessment of compliance with EQAS (USA) standards, organized by BIORAD laboratory.

In January 2007, the clinic implemented the requirements of MS ISO 9001-2000 with QMS certification. Since March 2009 NSMC has been applying the Conceptual approaches and criteria of the EFQM Model.

In June 2010 NSMC was certified for “Recognized excellence — 4 stars”, in November 2012 – for “Recognized excellence — 5 stars” of the EFQM Model.

For further improvement of the management in 2014 the center introduced the requirements of international standards in environmental management, occupational safety and health, energy management: ISO 14001, OHSAS 18001, ISO 50001.

NSMC in 2010 became the best European enterprise of 2010. In 2012 we received the annual international award of the Fund for entrepreneurship development assistance of the Russian Federation with recognition of the financial management success.

In 2012 NSMC became the winner of the Asian quality award (ANQ, Hong Kong). In 2013, in the National business rating of the Republic of Kazakhstan NSMC was recognized as a gold rating in “Indicators of assets and liabilities” and as a silver rating according to the sum of places in 3 nominations: “Indicators of assets and liabilities”, “Profitability index”, “Liquidity index”.

In 2015, we confirmed the “Recognized for excellence 5*” of the European Foundation for Quality Management (EFQM).

In 2014 we participated in the national prize of the President of the Republic of Kazakhstan “Altyn Sapa” and were awarded with the “Paryz” prize for the introduction of new technologies in medicine field.

NSMC received the European award for best practices 2014 (Brussels) and the European Quality Award in 2014 (Italy).

In 2015 we presented the new research in HIFU therapy in treatment of internal organs parasitic diseases for the European prize and received the award for “Quality innovation” (Finland).

In NSMC there are implemented approaches to support patients: daily studying of patients opinion (50% coverage) on the quality of services provided with identification of additional needs of the patient and their timely satisfaction within a day by the interaction between the marketing specialist — head of Department – doctor and, if necessary, involvement of the processes owners.

Head of the Strategy and Quality Service, Zh. Nurazkhanova

Nurazkhanova Zhanat Shurenovna, total medical experience-  35 years: the Head of the Strategy and Quality Service at “NSMC” JSC, candidate of medical sciences, Professor of NSMC, the highest category hematologist – with 28 years of experience; also has the highest category in public healthcare (work experience as the Manager and clinical expert — 21 years), assessor of the European organization for quality management (EFQM since 2010), Manager of the European organization for quality (EOQ since 2012), internal auditor for ISO international systems, inspector and surveyor for medical institutions accreditation. The author of 1 monograph, over 40 scientific articles, developer of more than a hundred internal standards of the integrated quality management system for a medical institution.

Awards and nominations

The structure of the Strategy and Quality Service includes:

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Clinical Audit and Clinical Pharmacology Department

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Quality Management Department

Contacts