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Published in Braithwaite Jeffrey, Mannion Russell, Matsuyama Yukihiro, Paul G. Shekelle, Whittaker Stuart, Al-Adawi Samir, Healthcare Systems:, 2018
Hospital accreditation is a systematic and systemic external evaluation of a hospital’s structures, processes, and results (outputs and outcomes) by an independent professional accreditation body using pre-established optimum standards (Mosadeghrad et al., 2017a). Currently, there are more than 120 healthcare accreditation programs around the world. Although hospital accreditation was initially introduced as a voluntary program by private and non-governmental agencies, government-mandated programs have recently been initiated in many countries (Figure 38.1).
The Effectiveness of ISO 9001-Based Healthcare Accreditation Surveyors and Standards on Hospital Performance Outcomes: A Balanced Scorecard Perspective
Published in Quality Management Journal, 2019
William J. Ritchie, John Ni, Eric M. Stark, Steven A. Melnyk
The purpose of this study was to investigate how quality standards may play a more significant role in broader hospital goals and strategic outcomes. Specifically, the authors examined an ISO 9001-based hospital accreditation to determine how the surveyor may play a key role in the effectiveness of the quality system. Drawing on a sample of hospitals that have adopted an ISO 9001-based healthcare accreditation, the authors found support for multiple key linkages between surveyor attributes and overall hospital goal attainment. In the U.S. healthcare market, hospital compliance with accreditation standards fulfills federal government mandates for CMS. This enables hospitals to receive reimbursement funds for healthcare services rendered. In many cases, however, these funds have traditionally been the primary driver of healthcare certification, and the accreditation process has traditionally been viewed simply as a cost of doing business. However, the quality managers surveyed in this study suggest undertaking ISO 9001-based accreditations has broader strategic implications than originally thought.
A Hybrid GDM-SERVQUAL-QFD Approach for Service Quality Assessment in Hospitals
Published in Engineering Management Journal, 2018
Zohreh Raziei, S. Ali Torabi, Siavash Tabrizian, Behzad Zahiri
In light of previous research, an integrated SERVQUAL-QFD model was developed to improve service quality evaluation in hospitals. Based on the literature review and the analysis of the Hospital Accreditation Standard and Experts’ Knowledge, 23 QCs were identified under the six primary criteria of SERVQUAL, as shown in Exhibit 1.