Meeting international standards of quality
In December 2000, Freeman Health System became the first healthcare system in Missouri and the sixth in the nation to earn ISO (International Organization for Standardization) 9002 registration, the most widely recognized mark of quality in the business world today. Subsequently, Freeman earned ISO 9001:2000 registration in 2003 and ISO 9001:2008 registration in 2009.
ISO registration is a rigorous process by which Freeman improves and monitors the delivery of patient care, continually measures quality, and places the highest priority on eliminating medical errors. In simple terms, this means that Freeman follows measurable standards of saying what it plans to do and doing what it said it would do.
"Freeman's continued registration with ISO 9001:2008 keeps us focused on efficient, effective, and safe patient care." explains Gary Duncan, Freeman President and Chief Executive Officer. "We've implemented a nonpunitive culture. This empowers Freeman employees to report any safety issue and truly drive change in our system. Freeman employees strive to better educate patients as well. Our staff involves patients and their families in reducing medication errors, and patient falls and addressing surgery safety. When you and your family are patients at Freeman, your well-being is our top concern."
The ISO process supports consistency and continuity organization-wide in the delivery and documentation of patient care. It also creates a foundation for continuing improvement through quarterly internal audits and annual independent audits, which are required for maintaining registration.
ISO is an international agency that develops and publishes voluntary standards covering almost the entire range of technology. The ISO 9001:2008 family of standards pertains specifically to service and manufacturing industries and represents an international consensus of good management practices.
What is ISO 9001:2008?
The International Organization for Standardization is an international agency with close to one hundred member countries. The ISO 9001:2008 series is a management tool that provides a comprehensive operational framework to achieve control and consistency in all aspects of business from technical to administrative. ISO 9001:2008 provides a model for a documented quality system, a foundation for information accuracy, and a building block for continuous improvement. Registration provides evidence of good management practices within the organization and that the organization has measurable quality management practices aiding consistency and efficiency. Through its internal auditing requirements, ISO 9001:2008 can facilitate an organization's ongoing compliance to accreditation standards and regulatory requirements.
How does ISO apply to healthcare?
Quality in healthcare is more important today than ever before. Today's healthcare consumers are better informed and participate in the care they receive. This has increased awareness that the quality of service delivered is dependent not only on the hands-on practitioners, but also on every individual within the organization whose activities contribute to a patient's experience. The current trend toward public accountability continues to be one of the major factors driving the momentous changes in the healthcare industry.
Added value of ISO in healthcare is gained by:
- Understanding and awareness of quality organization-wide
- Ensuring continued use of a quality system
- Improving documentation and records
- Strengthening supplier and customer confidence
- Yielding cost savings
- Providing a foundation for improvement within Total Quality Management
How does ISO registration facilitate a safer hospital?
With ISO 9001:2008 registration, Freeman is striving to become one of the safest hospitals in America. ISO 9001:2008 requirements are more demanding than those of any other healthcare quality management system. Freeman has implemented consistent policies and procedures that are continuously measured and improved for the best possible care. System processes are evaluated, adopted, and continuously monitored to promote safety and error prevention.
What are the requirements to earn the ISO 9001:2008 registration?
The two roles of ISO 9001:2008 standards are quality management (achieving results that satisfy requirements) and quality assurance (demonstrating requirements for quality achieved). ISO 9001:2008 standards detail requirements that constitute smart business practices for any operation.
Three elements of the standard that promote an effective quality management program:
- Document those processes that affect quality
- Maintain records and collect data that describe the quality of your product or service
- Confirm that your processes produce consistent quality
ISO 9001:2008 has requirements that specify WHAT must be achieved within the quality system to retain effective management control; they do not specify HOW to achieve requirements, thereby allowing organizations the freedom to develop systems to respond to internal and external influences. ISO standards support consistency, continuity, and continuing improvement of management practices based on a universally accepted Plan-Do-Check-Act continuum.
Freeman Health System is also accredited by the Healthcare Facilities Accreditation Program. The program is recognized nationally by the federal government, state governments, insurance carriers, and managed care organizations.