QUALITY MANAGEMENT
ISO 9001:2008
ISO 9001:2008 sets out the criteria for a quality management system and is the only standard in the family that can be certified to (although this is not a requirement). It can be used by any organisation, regardless of its field of activity. It has been implemented by over one million companies and organisations in over 170 countries. The standard is based on a number of
quality management principles including a strong customer focus, the motivation and implication of top management, the process approach and continual improvement. Its use helps to ensure that customers get consistent, good quality products and services.
be adopted together.
• The need to better know the expectations of our clients and our partners has led us to develop our exchanges with them in a formal and also in an informal context. Satisfaction surveys were often very well received; this resulted in a very distinct
improvement with some of our partners who also learnt to get to know us better and better understand the expectations which we placed in them. The efficiency of the work of CERHUS was greatly improved as a result.
• One particularly positive and enriching aspect, although rather stressful, has been the external review of our practices by the auditors. This too obliges us to question the pertinence or our practices and to reassess them where necessary.
• More pragmatically, the creation of procedures for each specialisation, accompanied by detailed checklists and the implementation of procedures for management of the many documents which have to be processed, greatly improves the security of our practices and permits better interchangeability between the members of the team in the event of absences of some members.
• It is a federating tool for management of the team.
• Through the analysis of the satisfaction surveys and the evolution of the indicators team members are motivated in a dynamic of permanent improvement.
• It valourises the team with external and
‘The time invested was largely compensated by the benefits achieved, even before certification was obtained.’
internal partners.
• It enables the benefit of international recognition to be obtained, validated by Haute Autorite de Santé (HAS), an independent public authority that contributes to the regulation of health system quality in France, in the context of the certification of healthcare establishments.
Conclusion The path between initiation of the approach and certification took 39 months. The time invested was largely compensated by the benefits achieved, even before certification was obtained and the commitment of the team members has remained strong.
Providing insights into the vast field of healthcare engineering and facility management
70 IFHE DIGEST 2014
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