Health care has become one of India's fastest growing sectors in the past decade. A multitude of private players have entered this market, combining to offer high-quality health care and service in world-class hospitals and nursing homes all over India. It has been recognised that a professional approach to hospital administration and better resource allocation will go a long way to ensure both quality and cost-effectiveness in health care in India. The second edition of this successful book contains a well-planned collection of writings on modern hospital management. Revised and updated, it also contains two new chapters that discuss and highlight new developments in this field. The book spans a wide range of issues in modern hospital management, and provides all the necessary knowledge required to set up and run a modern-day hospital efficiently and as an economically viable business. The book also looks at " Customer experience management " Computer-aided diagnosis " Waste management " Financial management " Maintaining medical records " Medical audits " Managing human resources
Chapter 17: Hospitals and ISO 9002 Certification
Hospitals and ISO 9002 Certification
This chapter describes the preparation required for obtaining the ISO certification. The information is based on the knowledge gained in implementing the ISO system in a hospital, when there were no models available in the Indian hospital industry. Hence, one can say that it is ‘home-grown’. Starting from the shift that is taking place towards customer orientation in the service industry, a detailed explanation is provided in the interpretation of the ISO system for a hospital. Then the implementation process is described, concluding with the tangible and intangible benefits that accrue from it.
Paradigm Shift to Quality
Quality and Customer Orientation
In today's competitive world, the customer becomes the focus of attention of any organisation, both in the manufacturing ...