title: [Quality management in the hospital environment: ISO 9002 certification: our experience].
abstract: The nephrology-dialysis department of the Havre's hospital has launched a project of certification ISO 9002 in 1996, based on reflections from the centers of dialysis Upper Normandy. The problems encountered were mainly the lack of ways, a bad documentary structure, false ideas on the quality and a bad perception from the client. With the help of a quality manager, il has enable the project to advance and finalized, obtaining the certification of activity. In june 2000 "Procedure of taking in charge all the patient's medical and para-medical cost in the center of the Nephrology-Dialysis service" of the GHH (Hospital Group of the Havre) has brought not only the certificate but notable improvements on the level of documentary management, the errors, relationship clients-suppliers and projects of collaboration with the other services of nephrology dialysis of France.
authors.affiliation: Service de néphrologie-dialyse, Hôpital J. Monod, Le Havre. ahermelin@ch-havre.fr
authors.forename: Alain
authors.initials: A
authors.lastname: Hermelin
authors.forename: R
authors.initials: R
authors.lastname: Amaria
authors.forename: E
authors.initials: E
authors.lastname: Postec
authors.forename: M
authors.initials: M
authors.lastname: Biernacki
authors.forename: S
authors.initials: S
authors.lastname: Barray
authors.forename: Jean-Paul
authors.initials: JP
authors.lastname: Felden
mesh_terms: D002568:Certification / Q000331:legislation & jurisprudence; D005544:Forecasting; D005568:Forms and Records Control; D005602:France; D006739:Hospital Administration; D006748:Hospital Departments / Q000592:standards*; D007373:Interinstitutional Relations; D009398:Nephrology / Q000592:standards*; D010342:Patient Acceptance of Health Care; D011340:Problem Solving; D011785:Quality Assurance, Health Care / Q000331:legislation & jurisprudence / Q000458:organization & administration*; D011786:Quality Control; D006435:Renal Dialysis / Q000592:standards