26 CONTRIBUTE TO THE HEALTH OF ALL MAINTAIN HIGH QUALITY OF DIAGNOSIS The Cerba HealthCare Group places continuous improvement at the heart of its Quality approach. OUR MISSIONS All of our collaborators work to maintain the highest quality of service, with the following main missions: • Guarantee the quality of our expertise every step of the way, from taking the sample to delivering the validated and interpreted result; • Produce a relevant result within an appropriate time frame, in line with the specific clinical situation of each case treated; • Satisfy our various stakeholders, including patients, prescribers, clinicians, healthcare facilities, private practice nurses, pharmacies, the pharmaceutical industry, biotech start-ups, NGOs and our subcontractors. In terms of quality control, regulations differ from one country to another. The Cerba HealthCare entities have therefore adopted quality management systems that are specific to each region. France is the world's most regulated country in the field of clinical pathology, governed by its Public Health Code. We must comply with the competence and quality management requirements of the NF EN ISO 15189 standard. Our laboratories are accredited by the French Accreditation Committee (COFRAC), enabling the same level of reliability to be recognised8. In 1998, Cerba was the first laboratory to be accredited and in 2021 it became a reference clinical pathology laboratory. In other countries, the entities are undergoing voluntary accreditation processes with the aim of bringing quality practices into alignment, such as in Italy, where accreditation is only mandatory in certain regions. In Belgium and Luxembourg, all our sites are ISO 15189 accredited. In Africa, the countries are committed to the ISO 15189 accreditation process. In addition, collaborators benefit from a full in-house medical training offer, which is easily accessible thanks to our e-learning platform, and increases year on year, particularly with the ‘Trainathons’ conducted in 2021 and 20229. IMPROVE PATIENT SATISFACTION The Net Promoter Score (NPS) is the flagship indicator for measuring the recommendations of our patients. It is already in use across the vast majority of the Cerballiance network. We are working to deploy and standardise this indicator internationally, to compare and monitor over time while allowing each entity to develop the satisfaction surveys most suited to their needs. 8. All Cerballiance laboratories and Laboratoire Cerba are accredited in clinical pathology according to the NF EN ISO 15189 standard. The list of sites and scopes is available at www.cofrac.fr 9. See chapter ‘Develop skills and employability’
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