Applying the ISO 9001 process approach and service blueprint to hospital management systems

Abstract

Purpose

The purpose of this paper is to integrate the ISO 9001:2008 and blueprints by using a process approach, to have systematic regulation in hospital quality management.

Design/methodology/approach

This study promotes a process approach when developing, implementing, and improving the effectiveness of hospital service quality to enhance patients’ satisfaction by meeting their requirements. This study completes the hospital’s blueprints with the process approach by using case study research methods such as in‐depth interviews with relevant personnel, on‐site observations, and experts’ advice.

Findings

The results of hospital blueprints described in this study comprise five‐plane lines to have systematic regulations. The ISO 9001:2008 process approach and service blueprint are not merely a technological application for medical healthcare services, but rather a fully patient‐driven, technologically integrated, and diligently implemented programme.

Practical limitations

Because of organisational financial confidentiality, this study does not consider the financial performance of the case hospital, and the results of blueprints may be revised afterward.

Originality/value

This paper promotes the adoption of a process approach when developing, implementing, and improving the effectiveness of a hospital outpatient service management system, to enhance outpatients’ satisfaction by meeting their requirements.

Citation

Ru Chen, H. and Cheng, B. (2012), "Applying the ISO 9001 process approach and service blueprint to hospital management systems", The TQM Journal, Vol. 24 No. 5, pp. 418-432. https://doi.org/10.1108/17542731211261575