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ISO Certificate

ISO 9001:2000 certificate

In 2004 the John Paul II Hospital was certified with ISO 9001:2000 for in-hospital and out-patient treatment, care, diagnosis and rehabilitation in the field of:

  • Cardiology
  • Cardiac surgery and transplantology
  • Chest surgery
  • Intensive care
  • Lung diseases
  • Neurology
  • Infectious diseases
  • Liver diseases in adults and children

On 14-16 June, 2004 the John Paul II Hospital in Krakow was certified with ISO 9001:2000 by a third party certification body, Lloyd’s Register Quality Assurance.

The Quality Management System of the Hospital has been found compliant with a best practice standard in in-hospital and out-patient treatment, care, diagnosis and rehabilitation in the field of cardiology, cardiac surgery and transplantology, chest surgery, intensive care, lung diseases, neurology, infectious diseases and liver diseases in adults and children.

Total Quality Management is a management strategy implemented by top managers. It is important to strengthen the image of the hospital on the market of medical services, fulfill the rising needs of the clients – patients, and unify procedures. It was a long way to success engaging all resources, most importantly human resources. Although there are many definitions of quality, one of them deserves our attention: Quality is not all that matters but all is nothing without quality.

Quality for the hospital means patient satisfaction and quality policy. The management system is based on eight quality management principles:

  • Customer focus, understand current and future customer needs, should meet customer requirements and strive to exceed customer expectations
  • Leadership, establish unity of purpose and direction of the organization
  • Involvement of people, enables their abilities to be used for the organization's benefit
  • Process approach, activities and related resources are managed as a process
  • System approach to management, identifying, understanding and managing interrelated processes as a system
  • Continual improvement, the organization's overall performance as a permanent objective of the organization
  • Factual approach to decision making
  • Mutually beneficial supplier relationships

Quality management system unifies activities associated for instance with maintenance of medical equipment, provides control over technical infrastructure and purchases. ISO 9001:200 requires not only effective implementation and maintenance of the quality management system but also continual improvement.

To obtain ISO 9001:2000 certification, it was necessary to standardize terminology and document system approach to management:

  • review records
  • review documents on quality management system
  • carry out internal audits
  • introduce remedy processes and preventive measures
  • supervise incompatible services

Stages of the quality management system included formulation of a strategy and announcement of the project among the staff; training of the management and executive personnel, initial audit of the organisation; identification and mapping of processes specific for the hospital, documentation and implementation of the QMS and certification audit.

The documentation is completed on a current basis, consulted and implemented with the staff:

  • Quality Book
  • Book of procedures
  • Instructions
  • Quality records

The Quality Book is one of the most important documents containing all processes and quality-related activities carried out in the hospital. The quality policy of the John Paul II Hospital expressed in its motto “The patient comes first” is implemented through the strategic quality objectives:

1. High quality health care services:

  • Partnership between personnel and patients
  • Meeting patient needs, respecting their rights and dignity
  • Introducing new evidence-based methods in prevention, treatment and rehabilitation

2. High quality personnel qualifications:

  • Employing highly qualified personnel
  • Conducting high-level training courses
  • Conducting research in association with the leading institutions in the country and in the world

3. Achieving high standards of treatment:

  • Cooperation with the Institute of Cardiology, Jagiellonian University
  • Contacts with medical centers in Europe and in the world
  • Partnership for personal and professional improvement
  • Understanding customer requirements
  • Fulfilling quality standards

The whole hospital is aware of the quality policy, which is disseminated via the intranet. The structure of procedures includes the following:

  • Procedure objective
  • Procedure scope
  • Definition
  • Responsibility
  • Equipment
  • Activity types
  • Activity record
  • Documents relating to the process implementation: regulations, acts, annexes (forms)
  • References

Each hospital and clinical ward receives regularly updated instructions. Quality records include internal audit reports, reviews of the quality management system, incompatibility reports and remedy measures.

The quality management system has improved the awareness of the current and future patient needs through patient satisfaction surveys. This in turn has resulted in the improvement of patient satisfaction. The hospital reviews various quality indicators, hospital infections and medical documentation. The new model of team work has a great impact on everyday performance through:

  • Clear definition of responsibilities and privileges
  • Experience of work in a quality certified hospital
  • Increased level of patient satisfaction
  • Knowledge of hospital function

Benefits from the ISO certification to the hospital include improvement of internal functioning, increased efficacy and effectiveness of work, high quality services, compliance with the EU quality standards, submitting and inviting tenders, improvement of patient confidence and creation of hospital image as a leader of quality.