Quality Management

Our Commitment

Our Quality Management Policy

This is the quality policy of the Private DOC Oral and Dental Health Clinic, which provides oral and dental health services while prioritising patient satisfaction. We ensure that patient satisfaction is prioritised by fulfilling the following conditions.

Goal Orientation: Establishing quality objectives, drawing up action plans and reviewing these objectives once a year.
Strategic Alignment: Acting in line with the strategic objectives we pursue in accordance with our corporate goals.
SKS Standards: Ensuring full compliance with the requirements of the Health Quality Standards and safeguarding effective sustainability.
Continuous Improvement: Maintaining effectiveness through corrective and preventive actions so that the Quality Management System can be sustained effectively.
Patient Expectations: Fully identifying patients' wishes and expectations to ensure the correct operation of service quality and business processes.
Technological Development: Optimising and continuously improving our processes in line with current technological innovations.
Communication and Participation: Ensuring that our staff understand our quality policy and objectives and participate in the system with a sense of duty and responsibility.
Management Review: Building trust within the organisation and towards our patients by evaluating the quality policy at management review meetings.

Our Core Principles and Values

Our fundamental principles that shape our institutional culture.

Safety Culture

We regard patient and staff safety as a vital part of our institutional culture and minimise risks.

Ethical Values

In all our processes, we always remain committed to professional and universal ethical values and never compromise on honesty.

Fair and Equal Approach

In all our services, we adopt a fair, egalitarian, unbiased and science-based approach.

Team Spirit

We work with a strong team spirit and consider patient and staff satisfaction to be our common goal.

Environment and Sustainability

Respecting sustainable practices, we provide environmentally conscious waste and resource management.

Innovation and Transparency

By making a difference with a contemporary approach, we are always effective, transparent, reliable and open to continuous development.

Corporate

Organisational Chart

Our management structure is built on a clear chain of responsibility, under the leadership of the founding director, with the general coordinator and responsible director lines.

The quality, administrative and clinical units work together within the same hierarchy. Patient safety and continuity of service are secured through this structure.

Quality Management Training, patient and staff rights
Clinical service Dentists, assistants and occupational safety
Administrative processes Finance, tourism and patient reception

Professional Values

Code of Ethics

It has been prepared to define the professional conduct standards of all staff working at the clinic, to protect patient rights and to create a reliable, respectful working environment.

01

Patient Rights and Safety

Patients are treated with kindness, respect and fairness. Information is kept confidential within the legal framework, and clear and accurate information enables them to make informed decisions.

02

Professionalism and Honesty

Full compliance with legal regulations and scientific facts is ensured. The patient's priority needs are observed, and unnecessary or unethical practices are avoided.

03

Relationships Within the Team

Cooperation among staff is essential. Any kind of discrimination is strictly prohibited, and professionalism is maintained in the working environment.

04

Conflict of Interest and Gifts

Staff avoid conflicts of interest. No financial gain, gift or advantage is accepted from patients or suppliers.

05

Information and Record Management

Patient files and treatment reports are prepared completely, and data is shared only in accordance with legal and ethical requirements.

06

Social and Environmental Awareness

Services that improve public health are provided; environmentally friendly practices are adopted and meticulous waste management is carried out.

07

Transparency and Accountability

Patients are given clear information about treatment processes, pricing and possible outcomes. Each member of staff is responsible for their own actions and decisions.

Violations and Sanctions

In the event of a violation of the code of ethics, disciplinary processes are initiated according to the nature of the incident; violations are evaluated by the management or the ethics committee and, if necessary, legal action is taken.

Monitoring and Updating

The code of ethics is reviewed regularly and, taking staff feedback into account, is updated when necessary. Each member of staff undertakes in writing that they accept the rules.

Staff Rights

Rights of Physicians and Health Workers

The fundamental legal and professional rights of our team in a contemporary understanding of health care.

1. The Right to Receive Qualified Education and to Keep Oneself Up to Date

Because medical science develops rapidly, health workers must be trained with an effective, high-quality and continuously self-renewing approach to education. Refreshing their knowledge through in-service training, conferences and seminars is one of their most basic rights.

2. The Right to Apply Contemporary Scientific Medical Facilities

Using current developments and technologies in diagnosis and treatment is the most natural right of the worker.

3. The Right to Adhere to Ethical Principles

Physicians and health personnel are obliged to provide service while adhering to ethical principles with the sensitivity their profession requires, and they demand to work in this manner.

4. The Right to Practise One's Profession Without Being Under Pressure

Political, social or physical pressure during the practice of the profession conflicts with the nature of the profession. Workers are entitled to provide service without being placed under pressure.

5. The Right to Avoid Situations Contrary to One's Own Values

Except in cases of urgent duty, a service that conflicts with one's fundamental values and conscientious convictions cannot be demanded.

6. The Right to Protect Their Own and Their Families' Health

The health worker has the right to demand to work under safe conditions in which risks are minimised.

7. The Right to Demand an Adequate Level of Income

Considering the profession's training period, hardship and risks, the services provided must be paid for with justice and fairness.

8. The Right to Participate in Administrative Processes

They have the right to take part in the institutions where they work and in professional administrative processes, or to express their opinion on health-related legislation.

9. The Right to Refrain from Giving Testimony

Because of professional confidentiality, physicians may refrain from giving testimony in accordance with legal regulations (CMK m. 46).

10. Demanding the Orderly Conduct of Emergency Services

There is the right to demand the operation of safe ambulance and referral systems in emergencies.

11. The Right to Refuse a Patient (Exceptional Cases)

In disaster situations, all patients must be attended to. Apart from official or humanitarian duty, the physician's right not to treat a patient for professional and personal reasons is reserved.

12. The Right to Request Consultation

The physician has the right to request a consultation or advice whenever they need it.

13. The Right Not to Guarantee Recovery

The physician makes the diagnosis and applies the treatment in accordance with scientific requirements; however, there is no obligation to guarantee full recovery (TDT 13. m).

14. The Right to Allocate Sufficient Time to Patients

The physician needs sufficient time to give their patient the necessary care. It is generally accepted that a physician should allocate at least 20 minutes to their patient.

15. The Right to Choose the Treatment Method

If there is more than one method, the physician is free to choose whichever they wish; they should prefer the most well-known method with proven reliability.

The Physician's Obligations

Physicians are obliged to respect their patients' health, personality and the rights arising from domestic and international law. Physicians are expected to have the knowledge and experience required by the medical profession, to exercise adequate care and attention while practising their profession, and to act in accordance with legal and ethical rules.

For a medical intervention to be lawful, informed consent must be obtained, appropriate and adequate conditions must be provided, a valid medical method must be chosen and all medical interventions must be recorded. Medical records and confidentiality are a legal necessity both for following up the patient's treatment and for judicial processes.

Our Roadmap

Strategic Plans

0 – 1 year

Short-Term Goals

Patient Satisfaction and Service Quality

Aim: To improve the experience of patients who come to the clinic.

A satisfaction survey for every patient
Rapid corrective actions based on feedback
Increasing the use of online appointments

Marketing and Patient Growth

Aim: To increase the acquisition of new patients.

Social media and Google Ads campaigns
Promotion of the website and booking system

Technological Infrastructure

Aim: To digitalise and speed up operations.

Digitalising appointment and patient management
Moving records to a digital environment

1 – 3 years

Medium-Term Goals

Clinic Reputation and Professional Development

Aim: To ensure that the clinic is known as a respected institution in its field.

Training programmes and in-clinic seminars
Cooperation with local health institutions and universities

Expanding the Patient Portfolio

Aim: To increase the diversity and number of patients.

Family and children's dental health campaigns
Corporate health packages

Financial Sustainability

Aim: To prepare the infrastructure for growth.

Cost control and profit margin
Investment in new technologies

3 – 5 years

Long-Term Goals

Opening New Branches and Growth

Aim: To increase the clinic's regional presence.

Research into a new branch within the city
Franchise / business partnership models

Fully Equipped Dental Health Centre

Aim: To expand services and establish a larger centre.

Improving processes with digital technologies
Making the most of health tourism opportunities

Corporate and Social Reputation

Aim: To become a socially accepted institution.

Free seminars and dental screenings
Achieving “green clinic” status

Risk Management

Risk Register

The risk management process covering all clinical, administrative and support processes of the clinic is carried out systematically.

#	Category	Risk Description	Level	Control Measures	Responsible
1	Clinical	Risk of infection due to lack of sterilisation	5	Regular checks of sterilisation devices, training programmes, weekly hygiene inspection	Clinical hygiene team
2	Patient Safety	Administration of incorrect treatment	5	Regular checking of patient files, a double-check system, strengthening physician-patient communication	Treatment planning team
3	Administrative	Loss of reputation due to patient dissatisfaction	2	Regular analysis of survey results, improvement of the complaint management process	Patient rights team
4	Technological	Crash of the digital patient record system	5	Regular backups, the IT team being prepared for possible failures	IT support team
5	Financial	Incorrect collection of treatment fees	4	Updating automatic payment systems, accounting audits	Finance department
6	Staff	Injury of staff by sharp instruments	1	Safe storage of sharp instruments, protective equipment, occupational health and safety training	Occupational Health and Safety Committee
7	Legal	Legal proceedings arising from patient complaints	5	Correct completion of patient information forms, recording of all procedures	Legal and management team
8	Environmental	Disruption of treatment due to power outage	2	Use of a generator, establishment of an emergency plan	Technical team
9	Emergency	Outbreak of fire	5	Checking of fire detectors and extinguishers, regular fire drills	Emergency team
10	Training	Staff being unable to learn new treatment methods	6	Making annual training plans, allocating a budget to training programmes	Training coordinator

Low risk (1–5) · Medium risk (6–10) · High risk (11–15) · Critical risk (16–25). The risk register is reviewed once a year.

Corporate Analysis

SWOT Analysis

Strengths

Experienced Staff: Specialist dentists and health professionals.
Modern Equipment: State-of-the-art treatment devices.
High Satisfaction: Positive patient feedback.
Good Location: An easily accessible clinic location.
Diverse Services: A wide range including orthodontics, implants and aesthetics.

Weaknesses

Limited Marketing: The development of advertising strategies.
High Costs: The accessibility of some treatments.
Staff Turnover: Turnover that may affect continuity of service.
Low Online Presence: Increasing digital content and engagement.

Opportunities

New Markets: The potential for new branches in local areas.
Digital Marketing: The opportunity to reach a wider audience.
Service Diversity: Offering new treatment methods.
Health Awareness: Growing interest in oral health in society.

Threats

Increasing Competition: The opening of new clinics.
Economic Recession: A decline in demand for treatment.
Legal Regulations: Changes in health legislation.
Health Crises: Extraordinary situations that may affect clinic operations.

Environment and Future

Sustainability

Staff are ensured training on the environment, energy, natural resources, air emissions, and financial and economic matters, and these issues are adopted as company policy.

In this way, we contribute to a cleaner, more prosperous and lasting future and to a more conscious society.

Environmental and waste management training
Separate collection of paper, glass, plastic and medical waste
Sending waste to recycling organisations
An energy certificate clause in procurement
Preference for economical and environmentally friendly products
Transfer vehicles with low fuel consumption and emissions
Training that encourages staff to save
Global risk and natural disaster measures