Search results

1 – 3 of 3
To view the access options for this content please click here
Article
Publication date: 2 May 2008

Iñaki Heras, Ernesto Cilleruelo and Jon Iradi

The purpose of this article is to give a brief introduction to the global phenomenon of standardization of management systems and to analyze the case of Spanish care homes.

Abstract

Purpose

The purpose of this article is to give a brief introduction to the global phenomenon of standardization of management systems and to analyze the case of Spanish care homes.

Design/methodology/approach

Observation and interviews were conducted with top and middle managers, consultants and employees of UNE 158001 certified Spanish care homes. The paper analyzes the impact of UNE 158001 standards for residential homes for the elderly, the only specific standard for care homes that has been enacted by a European standardization body.

Findings

Those homes which have implemented and certified the UNE 158001 standard point out that the application of this standard has not been difficult, thanks to the prior implementation of the ISO 9001:2000 standard, and also due to the fact that most of the requirements laid down by the UNE 158001 standard were already deemed to be customary according in their systems, with only some “minor” requirements needing change. The reasons behind the implementation the UNE 158001 standard were varied. Thus, some representatives of residential care homes pointed out that the standard was implemented in order to improve the efficiency of the home and/or improve the quality of the service provided. On the other hand, however, there were representatives who claimed that implementing UNE 158001 serves essentially a business purpose – in other words, of an image conveyed on the market.

Originality/value

The paper provides a useful up‐to‐date conceptual overview for the different agencies interested in the sector, including managers, public administrators and consultants. In addition, the paper provides information for future developments in the sector.

Details

Leadership in Health Services, vol. 21 no. 2
Type: Research Article
ISSN: 1751-1879

Keywords

To view the access options for this content please click here
Article
Publication date: 3 October 2008

Iñaki Heras, Ernesto Cilleruelo and Jon Iradi

The purpose of this paper is to study the appropriateness of applying “manufacturing sector” quality management strategies to residential care homes sector and to analyze…

Abstract

Purpose

The purpose of this paper is to study the appropriateness of applying “manufacturing sector” quality management strategies to residential care homes sector and to analyze its influence on the quality of care.

Design/methodology/approach

Observation and in‐depth interviews were conducted with 41 Spanish care home top and middle managers, consultants and employees.

Findings

The quality management paradigm based on ISO 9001 has certain shortcomings in the elderly residential care home sector. There is a need to fit general quality management models to the sector's specific characteristics and to integrate generic quality management with specialized models.

Practical implications

Research findings should be noted by different agents involved in the process of improving services.

Originality/value

Useful, up‐to‐date conceptual overview for different agents interested in the sector (managers, consultants, academics, etc.) as well as interesting evidence for reflection.

Details

International Journal of Health Care Quality Assurance, vol. 21 no. 7
Type: Research Article
ISSN: 0952-6862

Keywords

To view the access options for this content please click here
Article
Publication date: 16 May 2008

Iñaki Heras, Ernesto Cilleruelo and Jon Iradi

The purpose of this study is to assess the appropriateness of applying the ISO 9001 quality standard to the residential aged‐care sector.

Abstract

Purpose

The purpose of this study is to assess the appropriateness of applying the ISO 9001 quality standard to the residential aged‐care sector.

Design/methodology/approach

The study undertakes a prospective qualitative survey using the Delphi methodology. A panel of 14 experts in the field constitutes the panel.

Findings

ISO 9001 has certain shortcomings in the context of the residential aged‐care sector. There is a need to fit generic quality‐management models to the specific characteristics of the sector, and to integrate those generic quality management models with specialised models.

Practical implications

Managers of residential aged‐care services should ensure: that they have sufficient resources to implement quality‐management models; that all personnel are involved in the implementation; and that generic models are appropriately adapted to the specific needs of the aged‐care sector.

Originality/value

The paper provides an original conceptual overview of the application of a generic quality‐management system to a specific services sector.

Details

Managing Service Quality: An International Journal, vol. 18 no. 3
Type: Research Article
ISSN: 0960-4529

Keywords

1 – 3 of 3