Page 154 - DMGT524_TOTAL_QUALITY_MANAGEMENT

Unit 10: Quality Management System

Mittal added that standardisation gains importance because India is fast becoming a global Notes
centre for medical treatment. “The treatment here is reasonably cheap and the waiting list
almost non-existing.”
Moreover, with the added aspect of the medico-Legal Insurance, ISO stands to gain specific
significance. According to Dr G.S. Kochchar, President of the IMA internationally there is
a need to better and sustain our capabilities and facilities. “In fact, ISO 9000 is not only for
super specialities but can also be given to small nursing homes and laboratories.”
ISO 9000 gains significance because, as of now, India doesn’t have a hospital accreditation
system. “Abroad, hospitals are given certificates like hotels, depending upon the facilities
and services offered,” says Mittal. ISO 9000 is globally accepted and recognised standard
for quality.
With the certification, both the patients and doctors stand to gain, says Dr A.K Atri,
Reader, Department of Surgery GMCH, “Patients will be benefited by quality healthcare
service at economised cost and hospitals can concentrate on providing assured quality
service.”
He added that GMCH had thought of obtaining quality services assurance considering
that it fulfills all the requirements set by IIQM. “The quality certification will be renewed
every three years. Moreover, the supervising force within the area will ensure that once it
gets a certificate it is maintained, as ISO also has an inbuilt capacity for verification.”
Besides, there are inbuilt provisions for training doctors and paramedics, which further
enhance the capabilities of an institute. “The component therapy unit established recently
at GMCH provides an excellent example as to how blood can be conserved ensuring
qualitative economy in blood,” emphasises Dr J.G. Jolly, Emiretus Professor.
“This is being done as per directives of the World Health Organisation which gave the call
for providing safe blood together with extending the programme in such a manner that
the patient gets maximum benefits. This is all result of quality control,” he adds.
“Considering the fact that state-of-the-art GMCH already fulfills most of the requirements
for getting the certificate, the Director of the IIQM, Mr G. Giani has assured that we might
get it within the next six months,” said Dr Atri.
Questions
1. Do you think ISO 9000 is needed for healthcare services? If so, why?
2. What are the advantages of obtaining ISO 9000 for GMCH 32?
3. With ISO 9000 certification, both the patients and doctors stand to gain, says Dr A.K.
Atri, Reader, Department of Surgery GMCH “Patients will be benefited by quality
healthcare service at economised cost and hospitals can concentrate on providing
assured quality service.” Justify this statement.
4. “The quality certification will be renewed every three years. Moreover, the
supervising force within the area will ensure that once it gets a certificate it is
maintained, as ISO also has an inbuilt capacity for verification.” Do you agree with
the statement that ISO has inbuilt verification? Discuss.

Source: Chandigarh Tribune, September 18, 2000

10.5 Summary

Quality is the basic requirement for business success and the survival of any business
organization will depend on its ability meet or exceed both stated and implied expectations
of the customers.

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