[Customer satisfaction with a quality management system according to DIN EN ISO 9001:2000: Increase in the satisfaction of cooperating clinics].
The evaluation of customers' satisfaction is elementary for any quality management system. In our university cardiac surgery unit that has been certified according to DIN EN ISO 9001:2000 the influence of repeated evaluation of the referring physicians' satisfaction conducted in the course of three consecutive years on structures and processes in the scope of the quality management system was examined. Customers' satisfaction with the possibility of access to the department could be increased by targeted interventions. Further interventions in the field of documentation led to a measurable increase in satisfaction with postoperative communication. Repeated annual evaluation of the satisfaction of referring physicians has proved to be a valuable tool in the process of continuous quality improvement.
Beholz
Sven
S
Sven Beholz und Wolfgang Konertz Klinik für Kardiovaskuläre Chirurgie, Charité - Universitätsmedizin Berlin. sven.beholz@charite.de
Konertz
Wolfgang
W
D005858:Germany; D006801:Humans; D010549:Personal Satisfaction; D010817:Physician-Patient Relations; D011785:Quality Assurance, Health Care / Q000331:legislation & jurisprudence*; D011795:Surveys and Questionnaires