ISO-9000 and quality management system in hospitals

With the changing scenario of customer-supplier relationship, improved service performance and customer satisfaction have become very important aspects and are receiving increased attention, the world over. In a service organisation, where results are generated by activities which take place at the customer-supplier interface, the existence of a quality system becomes all the more important for improved productivity, enhanced efficiency and service cost reduction. A hospital or a nursing home, being fully dedicated to the service of the mankind, an not remain isolated from quality of service in view of the increased quality awareness among common masses rind the consumer protection act. In this paper, an attempt has been made to study the prevailing Quality Management System in some of the leading hospitals and nursing-homes and the results have been compared with the requirements of ISO 9004-2 International Standard. Suggestions have been given to fill up the gap areas, if any. Also, expectations from the customers and the key personnel involved in making the system operational have been discussed.