Quality and Performance

Ensuring excellence in community healthcare

What we do
How we do it (our processes)
How to help us improve

Our commitment to quality

At SSAFA Cyprus, we are committed to delivering safe, effective, and responsive healthcare to serving personnel and their families. This page explains how we monitor performance, learn from feedback, and continuously improve—so our community and our commissioners can be confident in the care we provide.

We use proven approaches to deliver consistently high standards of care. We listen to patients, families, and stakeholders, review what the data tells us, and act on what we learn. Our aim is simple: safe, effective care that meets the needs of our community, every day.

What we do

Quality assurance

We follow internationally recognised quality standards (ISO 9001:2015). In practice, this means we use a structured Quality Management System to plan our work, check how we are performing, and improve services over time, with patient safety at the centre.

  • Patient safety as our top priority
  • Learning and transparency in everything we do
  • Engaging patients and carers in shaping services
  • Using data to track performance and drive improvement
  • Identifying and addressing risks early so issues are managed proactively
  • Monitoring our environmental impact, and identifying opportunities to improve

What this means for you: we review the quality of care regularly and make improvements based on feedback, audits, and performance information.

Contract performance

SSAFA is contracted by the UK Ministry of Defence (MOD) to deliver community healthcare in Cyprus and other overseas locations. We monitor performance against agreed measures and report regularly to our commissioners (the teams responsible for overseeing and funding the service).

  • Key Performance Indicators (KPIs): agreed measures that help us check how well the service is working
  • Monthly and annual reviews with commissioners and stakeholders
  • Feedback from patients, families, and partner organisations

Policies and procedures

Our policies align with MOD and relevant NHS expectations and cover the areas that protect patients and support consistent, safe practice, including:

  • Safeguarding
  • Clinical governance
  • Risk management
  • Sustainability

Our integrated Governance and Data Lead helps ensure that policies are current and accessible, staff are trained and compliant, and updates are made in response to feedback, incidents, and audit findings.

Got feedback? See How to help us improve below for the quickest ways to share a compliment, concern, or complaint.

How we do it (our processes)

We work hard to achieve professional and clinical standards, while aligning our services with the needs and expectations of our community and stakeholders. To ensure our community healthcare services meet or exceed UK standards, we conduct regular audits. We also maintain a Risk Register to proactively manage and escalate risks across the organisation.

Quality Account

The Quality Account provides assurance to our commissioners and community that SSAFA is meeting contractual requirements and delivering high-quality services. Each annual report reviews our quality assurance activity, highlights key achievements and challenges, and sets priorities for the year ahead.

Each year, SSAFA Cyprus publishes a Quality Account Summary describing the services we provide, the policies that guide us, our performance, and our improvement priorities. The latest summary is listed below, alongside previous years so you can see what we have improved over time.

Previous years:

Cyprus Quality Account Summary 2023-24

Cyprus Quality Account Summary 2022-23

Cyprus Quality Account Summary 2021-22

ISO 9001:2015

As part of our contract requirements, SSAFA has implemented an ISO 9001:2015 Quality Management System to strengthen how we plan, deliver, measure, and improve community healthcare services. This supports efficiency and, most importantly, a sustained focus on the needs of our community over the long term.

Incidents and Plaudits

We put patients and service users at the heart of everything we do. When something goes wrong, we want to learn quickly and prevent it happening again. When something goes well, we want to recognise it and share good practice.

We record and review:

  • Incidents to learn and improve
  • Plaudits to celebrate success

Reports are reviewed through our governance processes and shared (as appropriate) with the SSAFA Directors Board and MOD commissioners. Actions are tracked so we can confirm improvements have been completed and are effective.

How to help us improve

We welcome feedback from patients, families, and stakeholders. The quickest ways to help us improve are: