Health Care Providers

Advice and support regarding procedures and compliance with legal standards regarding:

Health Regulation

The WiseHS business consultancy aimed at healthcare providers of the Portuguese health system presents a set of actions to support compliance with mandatory legal requirements or other standards issued by the competent health regulatory authority, specifically within the scope of registration and licensing, and advice from regulators on support and management of claims.

Entity Registration and Licensing Support


In advising on health regulatory services, WiseHS provides regulators with support in complying with legal obligations related to health facility registration and licensing procedures, regardless of their legal nature, by meeting the technical requirements required by the Competent Authority, namely:


• Support in the registration procedures and submission of the necessary requirements to obtain the registration certificate;
• Presentation and instruction of the licensing process;
• Monitoring and submission of documentation and other contingencies necessary for the licensing procedure;
• Management of changes to the licensing request and notification of endorsements.

Complaint Management Support


In the area of health regulation, WiseHS carries out consultancy activities that assist healthcare providers in interfacing with the Competent Authority, in order to enable compliance with legally prescribed obligations and support in the implementation of officially established technical procedures.


WiseHS consultancy activities in support and management of complaints bring together the situation analysis proposed by the regulators, the advice and support of the complaints management procedures and the implementation of actions necessary to fulfill the obligations imposed on the regulated entities in this area, such as following:


• Support in the analysis and monitoring of complaints management in accordance with the technical procedures required of regulated entities: 

- Data insertion and monitoring computer platform SGREC;

• Advice and support in handling complaints directed to regulated entities

- in communicating with the subject of the complaint;
- communication with the competent health regulatory authority;

• Follow-up and management of complaints directed to regulated entities;
• Compliance with the requirements of the investigation phase and submission of the allegations and other relevant contingencies for consideration by the Competent Authority;
• Analysis of the areas of regulatory action targeted and presentation of proposals for improvement or resolution;
• Support to regulated entities in issuing the response to the complainant;
• Contact point with the Competent Authority in communicating information and documentation in the course of the investigation, processing, and management of complaints procedures..

Health Benchmarking and Quality

Health unit management is viewed as a dynamic, continuous, plural and integrated process of updating. Thus, in the fulfillment of its mission - providing safe and quality healthcare, it implies the adoption of processes and strategies in operations management that facilitate effectiveness, efficiency and resource optimization, leading to an excellent performance in its work with from all stakeholders.


The WiseHS consulting activity directed to all health entities, as well as assisting in the compliance with the normative precepts or regulations issued by the competent authorities on health quality certification, aims to achieve clinical excellence in health care outcomes.
Inherent in the process of achieving excellence in health quality assessment is the optimal combination of several key processes, such as the implementation of continuous improvement practices in organizational structure and planning, technical training, updating and technological innovation, optimization of clinical risk management and safety, with significant weight in the desired outcomes in terms of health and user satisfaction and trust in the organization.


Conformity assessment for health quality requirements comprises a systematic and continuous assessment of predefined parameters adopted by the competent authority, resulting from the analysis of health practices and identification of the determining factors implemented by excellent performers and translated into normative guidelines and scientifically validated guidelines by reference to criteria of clinical and organizational excellence. This procedure allows, assisting the managers of health care providers, to know the best practices in the specific action scope, to identify the weaknesses in the clinical or organizational quality of their institution, to define strategies directed to their improvement, and to progressively implement improvement practices that are want to see translated into excellent performance.


Inseparable from the implementation of best health practices to achieve efficiency gains and the pursuit of Excellence in Quality as a result of the continuous improvement of service delivery, the use of Health Benchmarking involving all stakeholders of the organization and configuring a cyclical and integrated process. incentive for change and continuous updating - PDCA (Plan, Do, Check, Act), accreditation procedure and quality in the provision of officially recognized health care, taking into account the typology of the provider and based on the technical and scientific guidelines inherent to good practices, aims to achieve a performance index, and projects the organization in the sustained development of a quality culture, with a view to its optimization and consolidation.


WiseHS consultants in the field of health quality and safety assist health providers in the following activities:

• Submission and follow-up of procedures for obtaining the certificate of conformity on health quality and safety from the competent authorities;
• Support, management, and assessment of the adequacy of practices and procedures for managing processes involved in providing quality and safe services;
• Identification of needs and planning of changes and improvements to be conducted;
• Monitoring of the provider in the visits by the external evaluation committees;
• Contact point with the Competent Authority on health quality and safety;
• Advice and support in the management of health facilities
• Analysis and description of quality indicators, assisting in the planning, application, evaluation, and adequacy of technical requirements;
• Implementation of good health practices aimed at improving the care provided.
• Monitoring procedures for continuous and progressive improvement in the management of health facilities with a view to improving and excellence in care delivery and meet proposed expectations.
• Articulation and support to regulators in improving organizational performance- Benchmarking;
• Advice and support in designing strategies for access to health markets;
• SWOT analysis, the definition of objectives and strategies, implementation and evaluation of results.

Support for SINAS


Aiming to achieve excellence in all performance indicators considered taking into account the typology of regulated entities, WiseHS promotes consultancy activities aimed at compliance in terms of quality and health safety.

Focusing in particular on the conceptualization of Health Quality adopted by the Health Regulatory Authority (ERS) and underlying the National Health Assessment System (SINAS), health quality is viewed as a multidimensional concept, transposed to objectifiable and parameterizable criteria through the evaluation of indicators a representative of the construct under analysis, thus enabling the self-assessment of each service / regulated unit, as well as the comparison of the measured levels with the performance at the reference level.

Management support using the Health Benchmarking tool, based on the model of continuous review and improvement of the different quality indicators, is likely to drive the formulation of sound strategic decisions with a view to excellence in health. The SINAS, as a systematic set of indicators of structure, process, results, and satisfaction, which allows the overall definition of the quality of health care provided by the regulated entity compared to reference standards, taking into account the typology regulated entities: SINAS-Hospitals and SINAS-Oral Health, each integrating specifically determined performance indicators, and two assessment levels - star level and rating or 3 quality levels - base, intermediate, and higher.

The WiseHS Advisory Service supports healthcare providers (i.e., regulated entities) in complying with the legal, regulatory or regulatory prerogatives instituted in this regard by the competent authority. Within the scope of SINAS, it provides follow-up and support to regulated entities at all stages of the health quality assessment and certification procedure, particularly:


• Support in the submission of elements for the application for evaluation under SINAS, according to the typology of the regulated entity;

- submission and submission of the application for health quality certification on the platform required by the competent authority;
- procedure for examining and processing the application with a view to obtaining the quality certificate from the competent authority
- submission of data on indicators and contingencies required on the platform designated by the competent authority for SINAS.



Clinical Excellence and Rating Level

• Monitoring of regulated entities in the analysis of health quality assessment through:

- identification of weaknesses and advice on optimization procedures based on technical and scientific evidence and models of good health practice;
- support in implementing the parameters recommended by the competent authority to achieve clinical excellence in the indicators and / or approximation to the reference value;
- Follow-up on the implementation of procedures and recommendations leading to the improvement of care provided;
- Support and follow-up in the auditing process by the Competent Authority to the regulated entity;
- monitoring the implementation of best practices for continuous improvement of the health facility concerned.

• Monitoring and monitoring of regulated entities in the request for reevaluation, maintenance of health quality certification, and/or upgrade of global or individual rating level.



Rating Upgrade

Outline continuous improvement strategies aimed at obtaining the highest level rating in health quality assessment.



Benchmarking and Maintenance of Health Quality Certification

Benchmarking in clinical management support - PDCA design and implementation of good health practices.
• Contact point with the competent authority


Support for the Accreditation Process in Health Units

The consultancy promoted by WiseHS supports healthcare providers, regardless of their legal nature, at all stages of the Health accreditation process, taking into account the parameters defined in the certification models officially adopted by the Ministry of Health - General Directorate. Health - (ACSA model) on health quality and safety.

By covering all stages of the health quality certification procedure, from process instruction to the implementation of pre-defined standards for each typology of healthcare providers - and monitoring of recommended continuous improvement processes in compliance with standards. safety and effective clinical risk management policies thus present itself as a tool to drive efficiency in decision-making processes and monitoring of actions and good practices for health improvement and benchmarking in order to obtain gains in the quality of health care delivery, value creation, and organizational vitality.

Combined with the experience and knowledge of its professionals, WiseHS's health quality consultancy activity is based on technical rigor and the adoption of scientifically validated practices defined by the competent authority at the national level. Specific consultancy activities are within the scope of health accreditation processes within the scope of quality certification of healthcare providers, support in complying with legal and regulatory obligations and technical standards and official bodies for quality accreditation and certification. with the competent authorities in the following steps:




• Support in the implementation and management of accreditation processes in health quality certification;
• Assistance in the application review and processing procedure in order to obtain the quality certificate from the competent authority regarding:

- submission of the application on the designated platform to the competent authority;
- procedures required for the initiation of the certification process;
- submission of requirements on the designated platform.

• Monitoring, recording, and evidence of implementation of best practices as outlined in the standards manual for that health facility.
• Supporting the insertion of information on compliance and compliance with the standards manual on the platform designated for that purpose by the competent authority.
• Follow-up of the evaluation committee visit;
• Support in the preparation of the applicant's response and allegations in disagreement with the report by the evaluation committee;
• Submission on the designated platform for claims, suggestions for improvement for consideration by the certification committee



Certification Consolidation

• Support and management of the application instruction and processing procedure with a view to consolidating the quality certificate with the competent authority;
• Support and monitoring of mid-term follow-up visits by the evaluation committee;
• Monitoring implementation of best practices as outlined in the standards manual for the health facility concerned;
• Outlining health quality improvement strategies taking into account identified weaknesses or pending areas for improvement;
• Follow-up of the evaluation committee visit;
• Support in the preparation of the applicant's response and allegations in disagreement with the report by the evaluation committee;
• Submission on the platform designated for the purpose of the allegations, suggestions for improvement for consideration by the certification committee;
• Contact point with Competent Authority;



Certification Renewal

• Support in the process of instruction and processing of the application with a view to renewing the quality certificate with the competent authority;
• Monitoring the implementation of best practices as outlined in the standards manual for renewal or certification level enhancement, taking into account the specificity of the health facility concerned.


Certification Upgrade

• Support in the process of instruction and processing of the application with a view to raising the level of quality certification with the competent authority;
• Planning and implementation of best practices as outlined in the Certification Level Up Standards Manual for the health facility concerned.

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