A Study of Implementing ISO 9000 Certification for Healthcare Quality Management System—the Case of a Community Teaching Hospital

• Main Authors: Kuang-Ching Cheng, 鄭光晴
• Other Authors: Iuan-yuan Lu
• Format: Others
• Language: zh-TW
• Published: 2001
• Online Access: http://ndltd.ncl.edu.tw/handle/49372850618324869956

碩士 === 國立中山大學 === 高階經營碩士班 === 89 === The ISO 9000 series of standards for international quality control and quality assurance, released by the International Standard Organization (ISO) on March 15, 1987 for establishing universal quality standards as a basis for international division of administrative responsibilities, had caught international attention. The second edition of ISO 9001-9003 standards was revised and released in 1994 to address the transition in entrepreneurial environment. The third edition of ISO 9001 standards was further revised and released on December 15, 2000. The manufactory and construction industries have demonstrated significant outcomes in improving corporate cultures and systems, reducing cost while increasing productivity, enhancing quality and market competition, and gaining clientele satisfaction after investing in vast amount of human resources and funds to introduce the ISO. The healthcare organizations had been less cognizant of the ISO series. The comprehensive national health insurance, which has been put into practice for six years since March 1995, has forced the healthcare organizations into fierce competitive edge. Hospitals take client-satisfaction as a competitive advantage for ongoing management and survival by providing higher quality medical services. This study investigates a case of hospital experiences in establishing international quality assurance system, such as : the definition and content of ISO, the reasons for establishment, education and training, control policy for persistence, auditing and perpetual improvements. Further, a detailed introduction is given following a review of literature to depict the successful experiences of the case hospital. Through surveys and interviews, practical knowledge and applicable experience can be identified. It is firmly believed more hospitals and healthcare centers will adopt ISO and benefit from adoption. The research findings are as follows : 1. Promoting ISO motivates hospital quality management and increases client confidence and satisfaction. 2. Success to certification basically lies in decisiveness, supportiveness of high-level management, and consensus among staff. 3. Most common obstacles in certification process are : insufficient manpower, heavy workload, and employee repulsiveness. 4. Perpetual participation in quality control practices is based upon leadership and team cooperation. 5. Significant improvements are demonstrated in standardization of documentation and workflow and elevation of management levels. 6. Hospital induction requires the management emphasis, educational training of the employees, accumulation of ISO-relevant information, and in-field observation of certified and successful hospitals. Keywords : ISO 9000s, healthcare management system, quality assurance