ABSTRACT
Introduction So far we have discussed several ways that improvement may enter healthcare using a variety of methodologies and tools. In this chapter, we focus on the international standards for quality improvement. As we already have mentioned, all initiatives in quality are journeys toward improvement. Many tools, methodologies, and standards have been devised over the years for all di›erent industries. Some are more applicable and useful than others. ˜ere is no magic tool or methodology that can guarantee improvement. However, some fundamental ways can improve the chances of success in any environment, including healthcare. One of these fundamental ways is the application of the International Organization for Standardization (ISO) 9000 standard. Generically, it can
◾ Improve existing quality systems ◾ Minimize auditing by accrediting organizations ◾ Improve subcontractors’ and vendors’ performances
In healthcare, with good planning, hard work, and a continual improvement attitude, healthcare providers and their organizations can use an ISO 9000 quality system to help them to
◾ Achieve better understanding of quality practices throughout the organization
◾ Ensure continued use of the required quality system ◾ Improve documentation and records ◾ Strengthen patient, supplier, and customer con§dence and relationships ◾ Gain cost savings and improve pro§tability ◾ Form a foundation for ongoing total quality management
As important as the ISO standards are, complying with ISO 9000 standards does not ensure that every product or service meets patient requirements, but rather only that the organization’s quality system is capable of meeting them. To do the former, organizations must continuously assess how satis§ed patients are and improve the processes that create the services.
