Adding Value for customers

7 August 2013

JSC Medicina - Russia

EFQM's 2012 Awards Prize Winner in "Adding Value for Customers"

"The EFQM Model has proven itself to be a very good tool allowing us to conduct benchmarking at a higher level, showing us excellent organisations and practices for implementation of advanced approaches into our activity area."
Grigory Roytberg, President


JSC "Medicina" was established in 1990. This is an interdisciplinary medical center: it has a polyclinic, an inpatient facility, a trauma section and a 24 hour ambulance service. The organisation employs over 340 doctors of 72 specialties (including full-time employees, part-timers and consultants). JSC "Medicina" is the only Russian clinic accredited in accordance with JCI international standards of medical care.

Benefits of implementing the EFQM Excellence Model

  • JSC "Medicina" is leading the private healthcare sector in Russia, achieving high value as a company and a high level of financial, medical and customer satisfaction results.
  • Customers have been segmented into groups which allow doctors to better understand their needs and expectations. The sales and promotion system is continuously adapted to the needs of the customer segments identified.
  • Over the past 5 years, JSC "Medicina has demonstrated significant improvements in a number of key result areas for customer satisfaction identified in its strategy plan.

JSC "Medicina" is EFQM's 2012 Awards Prize Winner in Adding Value for Customers.

"JSC "Medicina" has an outstanding patient focused culture embraced with enthusiasm at every level."
Julio Gonzalez Bedia, EFQM Assessment Team Leader