We have global ISO 9001:2015 certification across all our business lines and for all International SOS registered companies. This distinction includes: Assistance Centres, Remote Medical Sites, Clinics, MedSupply, Health Care Services and Security Services at International SOS worldwide. It also covers our concierge and lifestyle platforms at Aspire Lifestyles.
Our global ISO 9001 certification was awarded by SQS, the Swiss Association for Quality and Management with particular expertise in quality for the healthcare industry. ISO 9001:2015 requires that organisations demonstrate to an external reviewer that they have a superior Quality Management Process in place, meet regulatory requirements, and continually work to ensure customer satisfaction.
International SOS an ISO/IEC 27001:2013 Certificate for Security Information Management. The certificate relates to the development and support of all of our digital medical and security services, including our industry leading TravelTracker, Assistance App, TravelReady and Communications Portal as well as our occupational health services. These systems are audited once a year by BSI, an accredited certification body, providing credible and impartial validation that an information security management system has been established and is operating effectively.
We were the first organisation in the world to be certified in accordance with the ISO 13131 Guidelines for the delivery of TeleHealth services. The TeleHealth certification in ISO/TS 13131 was awarded by BSI (British Standards Institution). It addresses several practices: the consistent delivery of remote medical assistance, clinical governance and quality management protocols, the ability to meet legal requirements and the protection of patient data and information.
In respect of security and compliance, Aspire Lifestyles is listed on the Visa Global Registry of Service Providers as a result of our demonstration of compliance with the PCI DSS v3.2.
One example of the continuous investment we put into quality is our Voice of Our Member programme, which begun in November 2014. The study analyses the experience of people requesting medical, security, and general assistance while travelling or working overseas. This quality programme provides us with a Net Promoter Score, which we use as a measure to improve customer loyalty. We offer best-in-class customer service: 71% of members are very likely to recommend our services to colleagues, friends or family.
As a result of our comprehensive approach to ensuring quality, we have been entrusted by US Defense since 1998 to deliver secure support services.
International SOS provides remote medical assistance to millions of clients around the world. It uses the ISO/TS 13131 guidelines for the delivery of TeleHealth services to ensure consistent, quality remote medical assistance while safeguarding a clientʼs private data.
Read this case study to find out more about ISO service standards in action
With people living in rural areas where visiting a clinic is difficult, and travellers increasingly globetrotting to far-off places, International SOS delivers remote medical support and security assistance to millions around the world.
Read more about how strict processes are needed to ensure quality in the provision of Telehealth services.