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If you would like to share comments about the quality and safety of care, we offer the following channels:
Together we can find a timely and satisfactory solution.
You may also submit your inquiry to the National Superintendency of Health and the Departmental and District Health Secretariats.
This program focuses on the prevention and control of risks in healthcare, through six main lines of work:
We guarantee that quality and safety are a priority for senior management and all teams.
Attendance of Leaders and Collaborators at training sessions in 2025
Competencies validated post-training year 2025
We guarantee that our care is safe by prioritizing adherence to good practices related to international patient safety goals, and therefore our results demonstrate compliance.
Adherence to good practices and international goals:
See resultsLa Fundación Valle del Lili It works to ensure that the care experience is comprehensive, safe, and humanized. To strengthen this purpose, the Planetree model has been implemented, aimed at improving the satisfaction of patients and their families.
Patient and family satisfaction with care – 2025
Net Promoter Score 2025
| Indicator | 2020 | 2021 | 2022 | 2023 | 2024 | 2025 |
|---|---|---|---|---|---|---|
| Thanks | 6.2 | 7.8 | 8.7 | 14.0 | 14.0 | 15.6 |
| Complaints/Claims | 3.2 | 3.8 | 3.7 | 2.8 | 1.9 | 1.4 |
We evaluate clinical outcomes at the institution, their behaviors and trends to define how to optimize our results and give relevance to the results that are important to patients (PROMS and PREMS).
Adherence to good practices and international goals:
See resultsWe continuously monitor administrative indicators to ensure efficient project management and promote operational excellence.
Adherence to good practices and international goals:
See resultsThe organization proactively identifies and controls risks, ensuring the protection of facilities and the quality of services provided by third parties.
Compliance with Comprehensive Risk Management strategies 2025
View risk management policyThis system provides the framework for implementing the Quality and Patient Safety Program. It operates through the participation of all staff members, from senior management to every Lili Citizen (staff member), who contribute to the analysis, design, and management of improvements. Furthermore, it evaluates performance at the institutional level, by location, area, work team, and individual staff member, ensuring a comprehensive view of progress and opportunities for improvement.
Our quality management processes are certified by Joint Commission International. If your concerns or difficulties with the service have not been resolved through the channels we offer, you can contact this external accreditation body.
Link: https://www.jointcommission.org/en/contact-us/report-a-patient-safety-event.
The work lines of the Quality and Patient Safety Program apply for their management the Institutional Model of continuous improvement which is the methodology of planning, implementation, monitoring and intervention of results where it seeks to guarantee stability and consistency in performance.
We analyze the needs of stakeholders, the regulatory standards of Quality of Health Care, clinical evidence and best practices and the reference models (JCI Accreditation, Planetree, EFR, University Hospital), to design the strategic planning and expected quality based on what we found.
We manage day-to-day operations, evaluating compliance with core and support processes, as well as the experience and satisfaction of patients and families, external users, institutional clients, and internal users. During this phase, we collect and validate data to assess performance.
We evaluate what results we have obtained with the implementation of what was planned and identify strengths and gaps in performance.
We address performance gaps and design improvements, manage the sustainability of changes, and define new challenges to achieve sustained improvement.
Focused on identifying the needs for comparison with other high-level health institutions in order to adopt best practices.
