Accréditation Sans Frontières
International Accreditation of Healthcare Facilities
Accréditation Sans Frontières
International Accreditation of Healthcare Facilities
You do not need to be accredited. You do not even need to be an ASF member. You need only to want to hear the truth — from a body the patient trusts because it is not the hospital.
Every hospital has a feedback form. Patients fill it in carefully — because the hospital that treated them will read it, and they may need that hospital again. So the form says “everything was fine.” The real story goes to Facebook. Management learns about the problem from a viral post two days later.
The hospital’s own form goes into a black hole. The anger goes public. Neither outcome helps the next patient.
The fix is structural, not technical. Patients speak honestly when the listener is not the hospital. That listener is ASF.
International research (Reader, Gillespie & Roberts, BMJ Quality & Safety) shows that a structured, independent complaint system is the single most reliable early-warning signal for patient safety problems.
Vanderbilt University data: a small minority of doctors generate the majority of patient complaints — and those complaints predict malpractice risk (Hickson et al., JAMA). An unanswered complaint is a lost lesson. A neutral intermediary protects patient and hospital alike.
We place a QR code in your wards, reception and discharge papers. A patient scans it and submits — complaint, praise, question, idea. Anonymity is allowed. The message goes directly to ASF. It never passes through the hospital.
ASF acknowledges in writing within two working days and responds substantively within five. We take neither the hospital’s side nor the patient’s. We mediate — including feedback that first appeared on social media — and we close every case in writing.
The hospital receives a monthly Patient Voice report: themes, severity coding, praise passed to the team by name, and the issues that need fixing — analysed with an internationally validated complaint taxonomy, comparable month to month.
ASF holds no stake in any outcome. We have no disciplinary role over the facility. We are not the hospital’s agent and we are not the patient’s advocate — we are the neutral facilitator between them. These four principles are drawn from international ombuds practice (International Ombuds Association Standards of Practice) and are the governance spine of this service. A breach of any one of them destroys the trust the service depends on.
We recruit, train and convene a council of real patients — never controlled by the hospital. The council meets quarterly, reviews the Patient Voice reports, proposes improvements, and publishes what changed. Hospital representation sits at the table. Hospital management does not control the agenda.
This is the model we operate in Georgia today, documented publicly at pacienti.ge. Every session minuted. Every outcome published.
Patient Voice is available as a standalone service — you do not need to be an ASF member or pursuing accreditation. Pricing is indexed to facility size and published on request.
For ASF member facilities, Patient Voice is included in the membership fee. The patient council is convened from the first month of membership.
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