ISO 9001 in a neonatal intensive care unit (NICU).
OBJECTIVE
The aim of this paper is to present the process for approving and certifying a neonatal intensive care unit to ISO 9001 standards.


METHODS
The process started with the department head's decision to improve services quality before deciding to achieve ISO 9001 certification. Department processes were mapped and quality management mechanisms were developed. Process control and performance measurements were defined and implemented to monitor the daily work. A service satisfaction review was conducted to get feedback from families.


RESULTS
In total, 28 processes and related work instructions were defined. Process yields showed service improvements. Family satisfaction improved.


CONCLUSIONS
The paper is based on preparing only one neonatal intensive care unit to the ISO 9001 standard.


CONCLUSIONS
The case study should act as an incentive for hospital managers aiming to improve service quality based on the ISO 9001 standard.


CONCLUSIONS
ISO 9001 is becoming a recommended tool to improve clinical service quality.
Ruppin Academic Center, School of Engineering, Israel. gadiv@ruppin.ac.il
Gad
G
Vitner
Erez
E
Nadir
Michael
M
Feldman
Shmuel
S
Yurman
D002568:Certification / Q000458:organization & administration*; D006801:Humans; D007256:Information Systems; D007363:Intensive Care Units, Neonatal / Q000458:organization & administration*; D007857:Leadership; D008370:Manuals as Topic; D019982:Organizational Case Studies; D017064:Process Assessment, Health Care; D011787:Quality of Health Care / Q000458:organization & administration*