Quality

We have global ISO 9001:2008 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 Travel 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 healthcare industry. ISO 9001:2008 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 has its ISO/IEC 27001 Certificate for Security Information Management. The certificate relates to the development and support of all of our digital Medical and Travel Security Services, including its 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 by and is operating effectively. 


Additionally, we are the first organisation in the world to be certified in accordance with the newly published 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.


One example of the continuous investment we put into quality is our Voice of Our Member programme begun in November 2014.  This study analyses the experience of people requesting medical 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.