Sensors India, Jaipur ISO Certification for Small & Medium Hospitals   Does it help  Business ?
What is Good for Business ? Sensors India, Jaipur <ul><li>in Small & Medium Hospitals  </li></ul><ul><ul><ul><li>Good Repu...
Drivers for Growth Waste Management Management Commitment Material Resources Professional  Expertise Infection Control Tra...
Income over Expenditure ISO Certification for Small & Medium Hospitals – Does it Help Business ? Rs Time Breakeven Income ...
Increasing Income Increasing Prices Reduced Clientele Increasing Clientele - Higher Turnover Customer Satisfaction
Sustained Growth ISO Certification for Small & Medium Hospitals – Does it Help Business ? <ul><li>This  implies </li></ul>...
ISO9000:2000 Quality Management System ISO Certification for Small & Medium Hospitals – Does it Help Business ? <ul><li>Sc...
What Does the Standard Ask For a) <ul><li>You demonstrate that your customer </li></ul><ul><li>Received the Professional S...
What Does the Standard Ask For  b) Continuous Improvement <ul><li>You demonstrate your Commitment to Continuous Improvemen...
The PDCA Methodology ISO Certification for Small & Medium Hospitals – Does it Help Business ? Continual Improvement Custom...
Customer Requirements ISO Certification for Small & Medium Hospitals – Does it Help Business ? <ul><li>Understand His Stat...
Management Responsibility <ul><li>Demonstrate commitment to Establish & Maintain a documented Quality Management System & ...
Resource Management <ul><li>Determine & provide Resources needed for QMS & for enhancing customer satisfaction </li></ul><...
Product Realization - 1 <ul><li>Plan each process for achieving product realization </li></ul><ul><li>Determine quality ob...
Product Realization - 2 <ul><li>Establish controlled conditions for each process </li></ul><ul><li>Validate each process –...
Measurement, Analysis, Improvement  <ul><li>Plan & implement monitoring, measurement, analysis & improvement processes </l...
Customer Satisfaction <ul><li>Devise system for obtaining feedback from customer (patient + attendant) on his perception o...
BOTTOM LINE –  IT IS NOT AN OPTION – IT IS A MUST ! ISO 9000:2000 CERTIFICATION APPEARS TO BE A TOUGH, TIME TAKING, EXPENS...
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Quality Certification for Hospitals

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Shows how and why Quality Certification is so important for small hospitals

Published in: Health & Medicine
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Quality Certification for Hospitals

  1. 1. Sensors India, Jaipur ISO Certification for Small & Medium Hospitals Does it help Business ?
  2. 2. What is Good for Business ? Sensors India, Jaipur <ul><li>in Small & Medium Hospitals </li></ul><ul><ul><ul><li>Good Reputation of Hospital </li></ul></ul></ul><ul><ul><ul><li>Continuous Improvement </li></ul></ul></ul><ul><ul><ul><li>Good Courteous & Trained Staff </li></ul></ul></ul><ul><ul><ul><li>Growth in Facilities </li></ul></ul></ul><ul><ul><ul><li>Hasslefree Operation </li></ul></ul></ul><ul><ul><ul><li>High Success Rates </li></ul></ul></ul><ul><ul><ul><li>Large & Increasing Clientele </li></ul></ul></ul>Providing the greatest good to the greatest number but Each Case Important
  3. 3. Drivers for Growth Waste Management Management Commitment Material Resources Professional Expertise Infection Control Training Team Working Transparent Working Operating Discipline Documented Systems & Review Procedures Feedback & Customer Satisfaction Good Accounting Reputation of the Hospital
  4. 4. Income over Expenditure ISO Certification for Small & Medium Hospitals – Does it Help Business ? Rs Time Breakeven Income Expenditure Growth <ul><li>Only Planning for the Long Run ensures </li></ul><ul><li>Sustainability </li></ul><ul><li>Welfare of Community </li></ul><ul><li>Name & Fame </li></ul>
  5. 5. Increasing Income Increasing Prices Reduced Clientele Increasing Clientele - Higher Turnover Customer Satisfaction
  6. 6. Sustained Growth ISO Certification for Small & Medium Hospitals – Does it Help Business ? <ul><li>This implies </li></ul><ul><li>Management Commitment </li></ul><ul><li>Proper Planning </li></ul><ul><ul><ul><li>Data Collection </li></ul></ul></ul><ul><ul><ul><li>Validation of Data </li></ul></ul></ul><ul><ul><ul><li>Preventing Failures or Setbacks </li></ul></ul></ul><ul><li>Proper Execution of Plan </li></ul><ul><li>Obtaining Feedback & Correcting Course </li></ul>THIS IS EXACTLY WHAT ISO9000 :2000 IS ALL ABOUT !
  7. 7. ISO9000:2000 Quality Management System ISO Certification for Small & Medium Hospitals – Does it Help Business ? <ul><li>Scope </li></ul><ul><li>1.1 General </li></ul><ul><li>This International Standard specifies requirements for a Quality Management System where an organization </li></ul><ul><li>Needs to demonstrate its ability to consistently provide product (service) that meets customer & applicable regulatory requirements, and </li></ul><ul><li>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 </li></ul>
  8. 8. What Does the Standard Ask For a) <ul><li>You demonstrate that your customer </li></ul><ul><li>Received the Professional Service promised </li></ul><ul><li>Received Timely Service </li></ul><ul><li>Was Convinced that Costs were Reasonable </li></ul><ul><li>You did everything possible to Satisfy him & acted to improve upon areas of his dissatisfaction </li></ul>Customer Satisfaction
  9. 9. What Does the Standard Ask For b) Continuous Improvement <ul><li>You demonstrate your Commitment to Continuous Improvement when you </li></ul><ul><li>Have a Stated Policy Understood by All </li></ul><ul><li>Have Documented Procedures for All Processes affecting Quality of Service to Client </li></ul><ul><li>Audit Your Operations </li></ul><ul><li>Review Errors & Take Corrective & Preventive Actions for Improvement </li></ul><ul><li>Train Staff Continuously </li></ul>
  10. 10. The PDCA Methodology ISO Certification for Small & Medium Hospitals – Does it Help Business ? Continual Improvement Customers Require-ments Customers Satisfact-ion Management Responsibility MeasurementAnalysis Improvement Resource Management Product Realization Product
  11. 11. Customer Requirements ISO Certification for Small & Medium Hospitals – Does it Help Business ? <ul><li>Understand His Stated Requirement </li></ul><ul><li>Check what are the Implied Needs </li></ul><ul><li>Is some measurement of End Result defined ? </li></ul><ul><li>Check your Capability to Deliver to standards </li></ul><ul><li>Chalk out a Time Frame </li></ul><ul><li>Has He Understood What Service He will Get ? </li></ul><ul><li>Have all Documentation in Place </li></ul>
  12. 12. Management Responsibility <ul><li>Demonstrate commitment to Establish & Maintain a documented Quality Management System & maintain Records </li></ul><ul><li>Establish Customer Focus throughout organization </li></ul><ul><li>Ensure availability of Resources </li></ul><ul><li>Plan all processes & maintain Change Control </li></ul><ul><li>Appoint a senior team member as Management Representative to ensure QMS is maintained </li></ul><ul><li>Define Responsibility & Authority </li></ul><ul><li>Conduct periodic Audits & Reviews </li></ul>
  13. 13. Resource Management <ul><li>Determine & provide Resources needed for QMS & for enhancing customer satisfaction </li></ul><ul><li>Appoint competent Personnel, train them, evaluate effectiveness of training, make them aware of role in contributing to achieving quality objectives </li></ul><ul><li>Provide infrastructure : buildings, utilities, process equipment, support services to meet requirements </li></ul><ul><li>Provide suitable work environment needed to achieve conformity to product requirements </li></ul>
  14. 14. Product Realization - 1 <ul><li>Plan each process for achieving product realization </li></ul><ul><li>Determine quality objectives & statutory / regulatory requirements for process </li></ul><ul><li>Determine verification, validation, monitoring, test, inspection & criteria for product acceptance </li></ul><ul><li>Maintain records to demonstrate that processes have consistently met requirements </li></ul><ul><li>Purchasing - based upon specifications, from approved vendors, with adequate verification </li></ul>
  15. 15. Product Realization - 2 <ul><li>Establish controlled conditions for each process </li></ul><ul><li>Validate each process – criteria for review & approval, equipment, personnel, methods, records </li></ul><ul><li>Establish identification of product/patient at each stage, maintain traceability in records </li></ul><ul><li>Maintain system for handling customer property </li></ul><ul><li>Control of monitoring & measuring devices to ensure identification & calibration status, assurance against tampering, & maintenance of records thereof </li></ul>
  16. 16. Measurement, Analysis, Improvement <ul><li>Plan & implement monitoring, measurement, analysis & improvement processes </li></ul><ul><li>Conduct Internal Audits & maintain records </li></ul><ul><li>Monitor Customer perception of your QMS </li></ul><ul><li>Monitor your process & product & take corrective actions </li></ul><ul><li>Control release of non-conforming product </li></ul><ul><li>Analyze data & demonstrate continual improvement </li></ul>
  17. 17. Customer Satisfaction <ul><li>Devise system for obtaining feedback from customer (patient + attendant) on his perception of service he received – document this </li></ul><ul><li>Review each such feedback & determine corrective action on it </li></ul><ul><li>Plan & implement preventive action against recurrence </li></ul>Word of Mouth Publicity is the Best Publicity Take as much care of the Attendant as of the Patient
  18. 18. BOTTOM LINE – IT IS NOT AN OPTION – IT IS A MUST ! 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

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