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APPLYING THE ISO 9001 PROCESS APPROACH AND SERVICE BLUEPRINT TO HOSPITAL MANAGEMENT SYSTEMS
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
(1) Line of interaction: based on the customer perspective, separate service providers, and customer activities. (2)Line of visibility: lies .between staffs service supply and logistics support service preparation. (3) Line of internal interaction: lies in the interactions between logistics support, client services, and technicians. (4) Line of penetration: the action required by clients decisions to apply for the ordering production (or service supply) strategy organisations inner value chain relates to value-added activities. (5) Line of implementation: the logistics staffs technical service and management checks.
(3) Step 3: pre-processing interview data: - Process: classify the in-depth interview results into several customer-oriented classifications. - Product: summarise the in-depth interview data. (4) Step 4: review and evaluate: - Process: review and evaluate again by the management review committee members to determine if appropriate to meet patiet requirements. - Product: determination of management review committee. (5) Step 5: confirm the blueprint service: - Process: integrate customer-oriented items into the front-office and back-office dimensions of the blueprint service. - Product: confirm and publish the blueprint of the
A HOSPITAL SERVICE BLUEPRINT UNDER THE 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 services by using the process approach to ensure that the task is appropriate to the objectives of the hospital. The superintendent is the head of the hospital, the vice superintendent is in charge of the management representative, 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., and every director is in charge of top management members to establish, implement, improve, and maintain the quality management system. Product: the management review committee is
A HOSPITAL SERVICE BLUEPRINT UNDER THE ISO 9001:2008 REQUIREMENTS TO SATISFY PATIENT REQUIREMENTS : STEP 2 RELATIONSHIPS INVOLVED
Process: in order to satisfy patients needs, having a professional relationship with th patients can help the hospital staff understand the requirements ofpatients. The relevant personnel interviewed in this study included the management representative, medical administrative director, pharmacy, surgery, psychiatry, nursing department representative, and consultants. Product: semi-structured, in-depth interviews were conducted with an open framework for focused, twoway communication. This was done so that interviewees were free to answer in a flexible way. Interviews were tape recorded and later transcribed.
A HOSPITAL SERVICE BLUEPRINT UNDER THE ISO 9001:2008 REQUIREMENTS TO SATISFY 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 be reviewed and confirmed in the next step. Product: summary of in-depth interview data.
A HOSPITAL SERVICE BLUEPRINT UNDER THE ISO 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 review committee for review and evaluation to determine if it is appropriate to meet patients needs and other requirements. The input to the management review shall include information 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 management system third-party requests. Product: a draft of the service blueprint is established in this step
A HOSPITAL SERVICE BLUEPRINT UNDER THE ISO 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 shall include any decisions and actions related to: improvement of the effectiveness of the quality management system and its processes. improvement of services related to patient requirements. resource needs and allocations. the purpose of the hospital foundation. Product: a service blueprint based on the ISO 9001:2008 patient-oriented process approach
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