Quality management and quality of care in nursing homes.
OBJECTIVE
The purpose of this paper is to study the appropriateness of applying "manufacturing sector" quality management strategies to residential care homes sector and to analyze its influence on the quality of care.


METHODS
Observation and in-depth interviews were conducted with 41 Spanish care home top and middle managers, consultants and employees.


RESULTS
The quality management paradigm based on ISO 9001 has certain shortcomings in the elderly residential care home sector. There is a need to fit general quality management models to the sector's specific characteristics and to integrate generic quality management with specialized models.


CONCLUSIONS
Research findings should be noted by different agents involved in the process of improving services.


CONCLUSIONS
Useful, up-to-date conceptual overview for different agents interested in the sector (managers, consultants, academics, etc.) as well as interesting evidence for reflection.
Heras
Iñaki
I
Business Management Department, The University of the Basque Country, San Sebastian, Spain. iheras@ehu.es
Cilleruelo
Ernesto
E
Iradi
Jon
J
D003258:Consumer Behavior; D006282:Health Personnel; D006707:Homes for the Aged / Q000592:standards*; D006801:Humans; D007407:Interviews as Topic; D009735:Nursing Homes / Q000592:standards*; D005791:Patient Care / Q000592:standards; D013030:Spain; D017749:Total Quality Management / Q000379:methods* / Q000592:standards*