open access

Vol 17, No 1 (2012)
Reviews
Published online: 2012-01-01
Submitted: 2011-06-21
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Identification of patient's requirements in quality management system in health care institutions

Daniel Kaźmierczak, Marta Bogusz-Czerniewicz
DOI: 10.1016/j.rpor.2011.10.006
·
Rep Pract Oncol Radiother 2012;17(1):50-53.

open access

Vol 17, No 1 (2012)
Reviews
Published online: 2012-01-01
Submitted: 2011-06-21

Abstract

Aim

To present the solutions implemented in health care institution in the context of identification of patient's requirements, and evaluation of the level of patients’ satisfaction in accordance with the requirements of ISO norm 9001:2008 based on the experience of GPCC.

Background

The fundamental mechanisms behind the free market, such as competition, start applying also to the public health sector. Health service providers are gradually realising that patients are actual clients of health care institutions, with physicians, nurses, supporting personnel, registration officers and other staff responding to patients demand for medical and auxiliary services (e.g. exam registration, provision of information).

Material and methods

PN-EN ISO 9001:2009 “Quality Management Systems. Requirements”, relevant literature and documentation of quality management system from the GPCC.

The review of relevant literature and legal requirements; interpretation of provisions in relation to the functioning of health care institutions.

Results

Model of identification of patient's requirements and satisfaction in accordance with the requirements of ISO 9001:2008 has been elaborated and implemented in the GPCC.

Conclusion

The identification of patient's requirements is much more complicated than evaluating the same parameters in manufacturing companies. In the context of medical services one should be aware of the subjectivity of patient's feelings, the psycho-social status and the general state of health during his or her treatment. Therefore, the identification of patient's requirements and satisfaction must be carefully thought out, implemented and regularly improved.

Abstract

Aim

To present the solutions implemented in health care institution in the context of identification of patient's requirements, and evaluation of the level of patients’ satisfaction in accordance with the requirements of ISO norm 9001:2008 based on the experience of GPCC.

Background

The fundamental mechanisms behind the free market, such as competition, start applying also to the public health sector. Health service providers are gradually realising that patients are actual clients of health care institutions, with physicians, nurses, supporting personnel, registration officers and other staff responding to patients demand for medical and auxiliary services (e.g. exam registration, provision of information).

Material and methods

PN-EN ISO 9001:2009 “Quality Management Systems. Requirements”, relevant literature and documentation of quality management system from the GPCC.

The review of relevant literature and legal requirements; interpretation of provisions in relation to the functioning of health care institutions.

Results

Model of identification of patient's requirements and satisfaction in accordance with the requirements of ISO 9001:2008 has been elaborated and implemented in the GPCC.

Conclusion

The identification of patient's requirements is much more complicated than evaluating the same parameters in manufacturing companies. In the context of medical services one should be aware of the subjectivity of patient's feelings, the psycho-social status and the general state of health during his or her treatment. Therefore, the identification of patient's requirements and satisfaction must be carefully thought out, implemented and regularly improved.

Get Citation

Keywords

Patient' s satisfaction; Quality; Interdisciplinary team

About this article
Title

Identification of patient's requirements in quality management system in health care institutions

Journal

Reports of Practical Oncology and Radiotherapy

Issue

Vol 17, No 1 (2012)

Pages

50-53

Published online

2012-01-01

DOI

10.1016/j.rpor.2011.10.006

Bibliographic record

Rep Pract Oncol Radiother 2012;17(1):50-53.

Keywords

Patient's satisfaction
Quality
Interdisciplinary team

Authors

Daniel Kaźmierczak
Marta Bogusz-Czerniewicz

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