title: An ISO 9001 quality management system in a hospital: bureaucracy or just benefits?
abstract: OBJECTIVE
  To describe how The Red Cross Hospital in Beverwijk, The Netherlands implemented an ISO 9000 quality management system throughout the entire organisation, obtained an ISO 9002:1994 and subsequently an ISO 9001:2000 certificate.
  
  
  METHODS
  First, a global implementation plan was written concerning the process obtaining in each department. Once improved, each process was subjected to a procedure, and specific protocols effected. On completion the Quality Manual was put together. Quality management was completed by implementing an internal audit system involving 50 co-workers.
  
  
  RESULTS
  A number of advantages are found from using ISO. The focus on patients has been re-established. All processes are identified and subject to continuous improvement. Performance measurements were introduced and give an integrated picture of results. Measurements subsequently lead to improvement of quality of care and to quality system improvements. The documentation system serves the organization's needs without leading to bureaucracy. Positive effects on patient safety could be demonstrated compared with ten other hospitals.
  
  
  CONCLUSIONS
  Given the need for adequate quality management tools in health care and the need for demonstrating quality, the positive effects reported in this article show how ISO is expected to become more prevalent in health-care organisations.
authors.affiliation: Canisius Wilhelmina Hospital, Nijmegen, The Netherlands.
authors.forename: Jaap
authors.initials: J
authors.lastname: van den Heuvel
authors.forename: Lida
authors.initials: L
authors.lastname: Koning
authors.forename: Ad J J C
authors.initials: AJ
authors.lastname: Bogers
authors.forename: Marc
authors.initials: M
authors.lastname: Berg
authors.forename: Monique E M
authors.initials: ME
authors.lastname: van Dijen
mesh_terms: D000068:Accreditation; D006779:Hospitals, Public / Q000592:standards*; D038622:Internationality; D008330:Management Audit; D009426:Netherlands; D012011:Red Cross; D017749:Total Quality Management / Q000458:organization & administration*