ISO 9001 in a neonatal intensive care unit (NICU)
| Autor: | Gad Vitner, Shmuel Yurman, Erez Nadir, Michael Feldman |
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| Rok vydání: | 2011 |
| Předmět: |
Service (business)
Service quality Quality management Neonatal intensive care unit Certification business.industry Health Policy media_common.quotation_subject Process Assessment Health Care General Business Management and Accounting Quality audit Leadership Manuals as Topic Intensive Care Units Neonatal Organizational Case Studies Medicine Humans Operations management Quality (business) business Accreditation media_common Information Systems Quality of Health Care |
| Zdroj: | International journal of health care quality assurance. 24(8) |
| ISSN: | 0952-6862 |
| Popis: | PurposeThe aim of this paper is to present the process for approving and certifying a neonatal intensive care unit to ISO 9001 standards.Design/methodology/approachThe process started with the department head's decision to improve services quality before deciding to achieve ISO 9001 certification. Department processes were mapped and quality management mechanisms were developed. Process control and performance measurements were defined and implemented to monitor the daily work. A service satisfaction review was conducted to get feedback from families.FindingsIn total, 28 processes and related work instructions were defined. Process yields showed service improvements. Family satisfaction improved.Research limitations/implicationsThe paper is based on preparing only one neonatal intensive care unit to the ISO 9001 standard.Practical implicationsThe case study should act as an incentive for hospital managers aiming to improve service quality based on the ISO 9001 standard.Originality/valueISO 9001 is becoming a recommended tool to improve clinical service quality. |
| Databáze: | OpenAIRE |
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