Establishing an ISO 10001-based promise in inpatients care

International Journal of Health Care Quality Assurance
Mohammad Ashiqur Rahman Khan, Stanislav Karapetrovic

Abstract

The purpose of this paper is to explore ISO 10001:2007 in planning, designing and developing a customer satisfaction promise (CSP) intended for inpatients care. Through meetings and interviews with research participants, who included a program manager, unit managers and registered nurses, information about potential promises and their implementation was obtained and analyzed. A number of promises were drafted and one was finally selected to be developed as a CSP. Applying the standard required adaptation and novel interpretation. Additionally, ISO 10002:2004 (Clause 7) was used to design the feedback handling activities. A promise initially chosen for development turned out to be difficult to implement, experience that helped in selecting and developing the final promise. Research participants found the ISO 10001-based method useful and comprehensible. This paper presents a specific health care example of how to adapt a standard's guideline in establishing customer promises. The authors show how a promise can be used in alleviating an existing issue (i.e. communication between carers and patients). The learning can be beneficial in various health care settings. To the knowledge, this paper shows the first example of applying IS...Continue Reading

References

Jan 1, 1993·Health Care Management Review·A Lewis
Jun 5, 2007·Health Policy and Planning·Syed Saad AndaleebShahjahan Khandakar

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