Quality

International SOS has global ISO 9001:2015 certification across all our business lines and for all 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 under 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.

We have an ISO/IEC 27001:2013 Certificate for Information Security Management. Our Information Security Management System complies with ISO/IEC27001:2013. The certification scope includes the management of information security for the following groups and services: Assistance Service Platforms/Applications, Digital Workforce Resilience Products, Medical Service Platforms/Applications and all supporting functions such as Group Information Security, Information Technology, Human Resource and Facilities, and Client Lifecycle Management. These systems are audited and certified by Bureau Veritas, an accredited certification body, providing credible and impartial validation that an information security management system has been established and is operating effectively.

International SOS is the first organisation certified as compliant with the Bureau Veritas ‘Technical Standard related to Personal Data Protection’ at a global scale. The standard has been developed based on the requirements of the European General Data Protection Regulation (GDPR). This certification is for the management and provision of personal data protection across all of International SOS’ Assistance and Medical Service Centre's globally. The certification audit has been carried out by Bureau Veritas, a leading international certification body with cross-industry expertise in the fields of Quality, Health, Safety, Environment, Sustainability and Enterprise Risk.

We were the first organisation in the world certified to the ISO 13131 Guidelines for the delivery of TeleHealth services. The ISO/TS 13131 TeleHealth certification was awarded by BSI (British Standards Institution), and our services remain certified today. The guidelines address 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. International SOS is a member of the International Society for Telemedicine and eHealth (ISfTeH).

In respect of security and compliance, Aspire Lifestyles Concierge Services and Digital Solutions are compliant with ISO/IEC 27001, SOC 2 Type II Attestation and PCIDSS v3.2. Aspire Lifestyles is also 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 annual Voice of Our Subscriber programme, now its 6^th year. This programme analyses the experience of people requesting medical, security and general assistance. This quality initiative provides us with a Net Promoter Score, which we use as a measure to improve customer service quality and adjust products to suit changing needs. We offer best-in-class customer service: 70% of subscribers 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.