ISO Certification for Small & Medium Hospitals – Does it Help Business ?

ISO Certification for Small & Medium Hospitals

Does it help

Business ?
Sensors India, Jaipur
Medicare 2004 1
 ISO Certification for Small & Medium Hospitals – Does it Help Business ?

What is Good for Business ?

in Small & Medium Hospitals
 Good Reputation of Hospital
 Continuous Improvement
 Good Courteous & Trained Staff Providing
the greatest
 Growth in Facilities good to the
 Hasslefree Operation greatest
number
 High Success Rates but
 Large & Increasing Clientele Each Case
Important
Sensors India, Jaipur
Medicare 2004 2
 ISO Certification for Small & Medium Hospitals – Does it Help Business ?

Drivers for Growth

Reputation of the Hospital
Feedback & Customer Satisfaction
Infection Good Team Working
Control Accounting
Waste Transparent
Documented
Management Working
Systems &
Review Operating
Training
Procedures Discipline
Professional Management Material
Expertise Commitment Resources
Sensors India, Jaipur
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 ISO Certification for Small & Medium Hospitals – Does it Help Business ?

Income over Expenditure

Income

Breakeven

Rs Growth Only Planning for the

Long Run ensures
Expenditure
 Sustainability
 Welfare of Community
 Name & Fame

Time
Sensors India, Jaipur
Medicare 2004 4
 ISO Certification for Small & Medium Hospitals – Does it Help Business ?

Increasing Income
Increasing
Clientele -
Higher
Turnover

Customer
Satisfaction
Reduced Increasing
Clientele Prices

Sensors India, Jaipur

Medicare 2004 5
 ISO Certification for Small & Medium Hospitals – Does it Help Business ?

Sustained Growth
This implies
THIS IS
Management Commitment
EXACTLY
Proper Planning
WHAT
Data Collection
ISO9000
Validation of Data
:2000 IS
Preventing Failures or Setbacks
ALL
Proper Execution of Plan
ABOUT !
Obtaining Feedback & Correcting Course

Sensors India, Jaipur

Medicare 2004 6
 ISO Certification for Small & Medium Hospitals – Does it Help Business ?

ISO9000:2000 Quality Management System

1. Scope
1.1 General
This International Standard specifies requirements for a
Quality Management System where an organization
a) Needs to demonstrate its ability to consistently provide
product (service) that meets customer & applicable
regulatory requirements, and
b) Aims to enhance customer satisfaction through the
effective application of the system, including processes
for continual improvement of the system & the
assurance of conformity to customer & applicable
regulatory requirements
Sensors India, Jaipur
Medicare 2004 7
 ISO Certification for Small & Medium Hospitals – Does it Help Business ?

What Does the Standard Ask For

a) Customer Satisfaction

You demonstrate that your customer

 Received the Professional Service promised
 Received Timely Service
 Was Convinced that Costs were Reasonable
 You did everything possible to Satisfy him & acted
to improve upon areas of his dissatisfaction
Sensors India, Jaipur
Medicare 2004 8
 ISO Certification for Small & Medium Hospitals – Does it Help Business ?
What Does the Standard Ask For
b) Continuous Improvement
You demonstrate your Commitment to Continuous
Improvement when you
 Have a Stated Policy Understood by All
 Have Documented Procedures for All Processes
affecting Quality of Service to Client
 Audit Your Operations
 Review Errors & Take Corrective & Preventive
Actions for Improvement
 Train Staff Continuously
Sensors India, Jaipur
Medicare 2004 9
 ISO Certification for Small & Medium Hospitals – Does it Help Business ?
The PDCA Methodology
Continual Improvement

Management
Responsibility
Customers Customers

Measurement
Resource Analysis
Management Improvement
Require- Satisfact-
ments Product ion
Realization Product
Sensors India, Jaipur
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 ISO Certification for Small & Medium Hospitals – Does it Help Business ?

Customer Requirements
Understand His Stated Requirement
Check what are the Implied Needs
Is some measurement of End Result defined ?
Check your Capability to Deliver to standards
Chalk out a Time Frame
Has He Understood What Service He will Get ?
Have all Documentation in Place
Sensors India, Jaipur
Medicare 2004 11
 ISO Certification for Small & Medium Hospitals – Does it Help Business ?

Management Responsibility
» Demonstrate commitment to Establish & Maintain
a documented Quality Management System &
maintain Records
» Establish Customer Focus throughout organization
» Ensure availability of Resources
» Plan all processes & maintain Change Control
» Appoint a senior team member as Management
Representative to ensure QMS is maintained
» Define Responsibility & Authority
» Conduct periodic Audits & Reviews
Sensors India, Jaipur
Medicare 2004 12
 ISO Certification for Small & Medium Hospitals – Does it Help Business ?

Resource Management
Determine & provide Resources needed for QMS
& for enhancing customer satisfaction
Appoint competent Personnel, train them, evaluate
effectiveness of training, make them aware of role
in contributing to achieving quality objectives
Provide infrastructure : buildings, utilities, process
equipment, support services to meet requirements
Provide suitable work environment needed to
achieve conformity to product requirements
Sensors India, Jaipur
Medicare 2004 13
 ISO Certification for Small & Medium Hospitals – Does it Help Business ?

Product Realization - 1
1. Plan each process for achieving product
realization
2. Determine quality objectives & statutory /
regulatory requirements for process
3. Determine verification, validation, monitoring,
test, inspection & criteria for product acceptance
4. Maintain records to demonstrate that processes
have consistently met requirements
5. Purchasing - based upon specifications, from
approved vendors, with adequate verification
Sensors India, Jaipur
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 ISO Certification for Small & Medium Hospitals – Does it Help Business ?

Product Realization - 2
6. Establish controlled conditions for each process
7. Validate each process – criteria for review &
approval, equipment, personnel, methods, records
8. Establish identification of product/patient at each
stage, maintain traceability in records
9. Maintain system for handling customer property
10.Control of monitoring & measuring devices to
ensure identification & calibration status,
assurance against tampering, & maintenance of
records thereof
Sensors India, Jaipur
Medicare 2004 15
 ISO Certification for Small & Medium Hospitals – Does it Help Business ?
Measurement, Analysis, Improvement
± Plan & implement monitoring, measurement,
analysis & improvement processes
± Conduct Internal Audits & maintain records
± Monitor Customer perception of your QMS
± Monitor your process & product & take
corrective actions
± Control release of non-conforming product
± Analyze data & demonstrate continual
improvement
Sensors India, Jaipur
Medicare 2004 16
 ISO Certification for Small & Medium Hospitals – Does it Help Business ?

Customer Satisfaction
Word of Mouth Publicity is the Best Publicity
Take as much care of the Attendant as of the Patient
• Devise system for obtaining feedback from
customer (patient + attendant) on his perception of
service he received – document this
• Review each such feedback & determine
corrective action on it
• Plan & implement preventive action against
recurrence
Sensors India, Jaipur
Medicare 2004 17
 ISO Certification for Small & Medium Hospitals – Does it Help Business ?

BOTTOM LINE
ISO 9000:2000 CERTIFICATION APPEARS TO BE
A TOUGH, TIME TAKING, EXPENSIVE & NEED-
LESS EXERCISE TO MYOPIC OBSERVERS.
IT IS NOT !

BUT TO STAKE HOLDERS WITH LONG TERM

INTERESTS IN HOSPITALS

– IT IS NOT AN OPTION – IT IS A MUST !

Sensors India, Jaipur
Medicare 2004 18