title: [Quality management according to the new SN EN ISO-Norm 9001:2000--experiences from initial certification of a hospital department].
abstract: Those who want to implement a quality-management system at a hospital these days cannot fall back on a broad-based system proven over the years. Though quality management as defined by ISO norm 9001 has been established as the central standard in many industrial areas, applicability of this ISO norm in the hospital sector has stirred up much controversy during recent years. Introduction of the new ISO norm 9001:2000 has changed the situation. The 2000 version of the new standard seeks to meet the demand for service operations--especially by establishing a clear procedural orientation. This report describes the new standard and its introduction in the Department of Surgery at the Cantonal Hospital in Olten, Canton Solothurn, Switzerland. It indicates the steps taken, for instance in the spheres of top management, quality management, procedural guidance, as well as customer and staff counselling. It also discusses the project's cost/benefit ratio for the organization.
authors.affiliation: Kantonsspital Olten, Departement Chirurgie. thomas_steffen@bluewin.ch
authors.forename: Th
authors.initials: T
authors.lastname: Steffen
authors.forename: G
authors.initials: G
authors.lastname: Hochberger
authors.forename: L
authors.initials: L
authors.lastname: Eisner
mesh_terms: D006779:Hospitals, Public / Q000331:legislation & jurisprudence / Q000592:standards*; D006801:Humans; D008006:Licensure, Hospital; D009313:National Health Programs / Q000331:legislation & jurisprudence*; D013503:Surgery Department, Hospital / Q000331:legislation & jurisprudence / Q000592:standards*; D013557:Switzerland; D017749:Total Quality Management / Q000331:legislation & jurisprudence*