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Quality management


Quality has become a primary concern for healthcare providers, and regulators have acknowledged this by reinforcing European and local legislation. The new Directive 2011/24/EU on the application of patients’ rights in cross-border healthcare and its transposition into national law aims to preserve and promote the quality of healthcare. Healthcare providers are requested to optimise services and adjust to cost constraints while maximising quality.

These changes create an increasingly competitive environment which requires Luxembourg’s healthcare providers to have a well-defined two- to three-year strategic plan and underlying roadmap in order to position themselves as a preferred supplier and a key player in the healthcare sector. At the same time, they must adapt to the changes enforced by the regulators.

Quality is becoming a key differentiator and full compliance with the ISO 9000 and EFQM standards is increasingly important, as is the need for a well-considered and comprehensive performance management and monitoring strategy, and the need for integrating qualitative and quantitative indicators.

Deloitte services offering

We assist healthcare providers with a vast service offering that will support them in improving the quality of their services. The service offering spans from (cross-border) benchmarking, functional and operational processes and procedures optimisation, governance, automation, performance management and dashboard definition to employee and customer surveys, ISO and EFQM audits, and EFQM certifications:

  • Benchmarking analysis on different aspects (including client and personnel satisfaction, process efficiency and effectiveness)
  • Development of strategies, implementation of roadmaps and assistance in implementation
  • Design of employee and patient surveys, results analysis , and development of recommendations/action plans
  • Optimisation of resources, processes and costs, including analytical accounting, shared service centres, selective outsourcing, dashboards/business intelligence, activity-based costing
  • Design and implementation of quality programmes covering the different dimensions of quality: effectiveness, efficiency, technical competence appropriateness, acceptability, patient/care and safety
  • Support assessing the organisation’s fit to the new legislative requirements (e.g. cost analysis) on elements such as IT systems, governance, and skillsets.


  • Luc Brucher
    Partner - Healthcare Leader
  • Karine Pontet
    Directeur - Human Capital Advisory/Transformation

Learn more

  • La gestion des risques dans un établissement de santé - Adoptez une démarche de qualité | Brochure
    Les acteurs de santé ont besoin de s'appuyer sur une fonction de gestion de la qualité capable d’identifier les zones à risque et de les traiter rapidement.
  • La certification HAS V2010 - Diagnostiquez la gestion de la qualité et des risques | Brochure
    La procédure de certification des établissements de santé a pour objectif de porter une appréciation indépendante sur la qualité des prestations d’un établissement.



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