Quality Management-Mabruri Jurnalis

7/30/2019 Quality Management-Mabruri Jurnalis

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APPLYING THE ISO 9001PROCESS APPROACH ANDSERVICE BLUEPRINT TO HOSPITALMANAGEMENT SYSTEMS

Quality Management

Mabruri Jurnalis Wahyudin


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ISO 9001:2008 QUALITY MANAGEMENTSYSTEM REQUIREMENTS

ISO 9001:2008 promotes the adoption of aprocess approach when developing,

implementing, and improving the effectiveness

of a quality management system in order toenhance customer satisfaction by meeting

customer requirements. The qualitymanagement system can be divided into three

processes, including customer-orientedprocesses (COPs), support processes (SPs),

and management processes (MPs).


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ISO 9001 : 2008 CLAUSES


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THREE PROCESSES QUALITYMANAGEMENT SYSTEM


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SIX MAJOR

FACTORS THAT AFFECT PATIENTS

PERCEPTION OF MEDICAL TREATMENT

Medical Personel Specialty

The relationship between patient and

hospital

Convenience

Experience of payment

Capability of staff

Ease of use of equipment


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FIVE-PLANE LINE BLUEPRINT

(1) Line of interaction: based on the customerperspective, separate service providers, and customeractivities.

(2)Line of visibility: lies .between staffs service supplyand logistics support service preparation.

(3) Line of internal interaction: lies in the interactionsbetween logistics support, client services, andtechnicians.

(4) Line of penetration: the action required by clientsdecisions to apply for the ordering production (orservice supply) strategy organisations inner valuechain relates to value-added activities.

(5) Line of implementation: the logistics staffs

technical service and management checks.


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CASE RESEARCH METHOD ..... (1)

The case study hospital was established in 1966. It islocated in southern Taiwan and is one of the area hospitals grantedby the Department of Health in 2002. In the past, the hospitalsprimary clientele were demobilised soldiers and veterans whosought medical treatment and care in over 500 wards from severaldepartments, including internal medicine, surgery, nephrology,urology, psychiatry, dentistry, ophthalmology, ENT, orthopaedics,nursing, and medical affairs.

In 2008, some departments obtained the certificate ofISO9001:2008, the quality management systems certificate,including the following departments: outpatient services, departmentof X-ray, department of nursing, department of pharmacy, medicalrecords office, registration office, social work office, medical

management office, and the secretariat office.The hospital has 32 doctors, 162 nurses, 66 technicians, 46general technicians such as mechanics, manual workers, anddrivers, and 63 administration staff members including socialworkers, salesmen, and general staff.


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CASE RESEARCH METHOD ..... (2)

Top management includes the department

directors of internal medicine, surgery, anatomy,reinstate, urology, gynaecology, family medicine,psychiatry, ophthalmology, dentistry, etc. According to thecase hospital organisational chart, the hospitalsuperintendent appoints a vice superintendent as

management representative to ensure that qualitysystems are established, implemented, and maintained.

The objectives of the case hospital are to constructand provide a communityhealth service network for thephysical and mental well-being of the regionspopulation. A case study of this area hospital wasundertaken. In-depth interviews of relevant patients andhospital employees were conducted. These were donebased on the quality manual, procedures, work

instructions, Institute of Medicine (IOM), and thehealthcare quality bid which was revised in 2001, as well


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THE PROPOSED APPROACH BASED ONCASE

(1) Step 1: task assignment:

- Process: blueprint the hospital services byusing the process approach.

- Product: set up the management review

committee.

(2) Step 2: relationships involved:

- Process: an in-depth interview method was

chosen for this study. It is an open-ended, discovery-oriented method for describing both programmeprocesses and performances from the perspective ofthe superintendents, management representatives,

committee members, patients, and others.

- Product: records of in-depth interviews.


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(3) Step 3: pre-processing interview data:

- Process: classify the in-depth interview results intoseveral customer-oriented classifications.

- Product: summarise the in-depth interview data.(4) Step 4: review and evaluate:

- Process: review and evaluate again by themanagement review committee members to

determine if appropriate to meet patietrequirements.

- Product: determination of management reviewcommittee.

(5) Step 5: confirm the blueprint service:- Process: integrate customer-oriented items into thefront-office and back-office dimensions of the

blueprint service.

- Product: confirm and publish the blueprint of the


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A HOSPITAL SERVICE BLUEPRINT UNDERTHE ISO 9001:2008 REQUIREMENTS TO SATISFY

PATIENT REQUIREMENTS : STEP 1 TASK

ASSIGNMENT Process: a task assignment is designated by the

hospital superintendent to blueprint the hospital servicesby using the process approach to ensure that the task is

appropriate to the objectives of the hospital. Thesuperintendent is the head of the hospital, the vicesuperintendent is in charge of the managementrepresentative, outpatient services, department of X-ray,department of nursing, department of pharmacy, medical

records office, registration office, social work office,medical management office, secretariat office, etc., andevery director is in charge of top management membersto establish, implement, improve, and maintain thequality management system.

Product: the management review committee is


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PATIENT REQUIREMENTS : STEP 2

RELATIONSHIPS INVOLVED

Process: in order to satisfy patients needs, having aprofessional relationship with th patients can help thehospital staff understand the requirements ofpatients.The relevant personnel interviewed in this studyincluded the management representative, medicaladministrative director, pharmacy, surgery, psychiatry,nursing department representative, and consultants.

Product: semi-structured, in-depth interviews were

conducted with an open framework for focused, two-way communication. This was done so thatinterviewees were free to answer in a flexible way.Interviews were tape recorded and later transcribed.


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PATIENT REQUIREMENTS : STEP 3 PRE

PROCESSING IN-DEPTH INTERVIEW DATA

Process: in this step, embed in-depth interview

data into front-office and back-office categories,

and the contents of the five-plane lines will bereviewed and confirmed in the next step.

Product: summary of in-depth interview data.


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A HOSPITAL SERVICE BLUEPRINT UNDER THEISO 9001:2008 REQUIREMENTS TO SATISFY

PATIENT REQUIREMENTS : STEP 4 REVIEW AND

EVALUATE Process: after the summary of the in-depth interview data is

completed, it will be taken to a management reviewcommittee for review and evaluation to determine if it isappropriate to meet patients needs and otherrequirements.

The input to the management review shall includeinformation on:

results of in-depth interviews;

process performance and service conformity;

status of preventive and corrective actions;

follow-up actions from previous management reviews;

changes that could affect the quality managementsystem

third-party requests.

Product: a draft of the service blueprint is established in thisste

OS S C


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A HOSPITAL SERVICE BLUEPRINT UNDER THEISO 9001:2008 REQUIREMENTS TO SATISFY

PATIENT REQUIREMENTS : STEP 5 CONFIRM THE

SERVICE BLUEPRINT Process: the confirmation of the service blueprint

from the management review committee shallinclude any decisions and actions related to:

improvement of the effectiveness of thequality management system and its processes.

improvement of services related to patientrequirements.

resource needs and allocations. the purpose of the hospital foundation.

Product: a service blueprint based on the ISO9001:2008 patient-oriented process approach


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CONCLUSIONS ... (1)

A healthcare service strategy is built from the ISO

9001:2008 requirements and blueprint perspective byusing the process approach. The contribution of thisstudy is to illustrate the visualisation and organisationwith a practical case in a hospital and to describeprocess activities.

The advantage of the process approach of theISO 9001:2008 quality management system is that it hasan ongoing control that provides a linkage betweenindividual processes within the healthcare service

system and blueprints.In the healthcare industry, the issue of humanresources has played a key role in the patient-orientedservice strategy, both on behaviours of employeeswithinthe organisation and on patients.


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CONCLUSIONS ... (2)

The ISO 9001:2008 process approach andservice blueprint are not merely a technologicalapplication for medical caring services, butrather a fully patient-driven, technologically

integrated, and diligently implemented one.A service blueprint includes the front office

and back office, and the in-depth interviews

done in this study were summarised andcategorised into lines of interaction, visibility,internal interactions, penetration, animplementation.


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THANK YOU

Quality Management-Mabruri Jurnalis

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