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Establishing an ISO 10001-based promise in inpatients care

Mohammad Ashiqur Rahman Khan (Department of Mechanical Engineering, University of Alberta, Edmonton, Canada)
Stanislav Karapetrovic (Department of Mechanical Engineering, University of Alberta, Edmonton, Canada)

International Journal of Health Care Quality Assurance

ISSN: 0952-6862

Article publication date: 9 March 2015




The purpose of this paper is to explore ISO 10001:2007 in planning, designing and developing a customer satisfaction promise (CSP) intended for inpatients care.


Through meetings and interviews with research participants, who included a program manager, unit managers and registered nurses, information about potential promises and their implementation was obtained and analyzed. A number of promises were drafted and one was finally selected to be developed as a CSP.


Applying the standard required adaptation and novel interpretation. Additionally, ISO 10002:2004 (Clause 7) was used to design the feedback handling activities. A promise initially chosen for development turned out to be difficult to implement, experience that helped in selecting and developing the final promise. Research participants found the ISO 10001-based method useful and comprehensible.

Practical implications

This paper presents a specific health care example of how to adapt a standard’s guideline in establishing customer promises. The authors show how a promise can be used in alleviating an existing issue (i.e. communication between carers and patients). The learning can be beneficial in various health care settings.


To the knowledge, this paper shows the first example of applying ISO 10001:2007 in a health care case. A few activities suggested by the standard are further detailed, and a new activity is introduced. The integrated use of ISO 10001:2007 and 10002:2004 is presented and how one can be “augmented” by the other is demonstrated.



The authors thank Alberta Health Services for research support and its personnel for facilitating this study.


Khan, M.A.R. and Karapetrovic, S. (2015), "Establishing an ISO 10001-based promise in inpatients care", International Journal of Health Care Quality Assurance, Vol. 28 No. 2, pp. 100-114.



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Copyright © 2015, Emerald Group Publishing Limited

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