The paper presents the experience in development and introduction of the Quality Management System (QMS) which meets the requirements of international standard ISO 9001:2000. The arrangement of quality management is a task, which integrates general management of the institution on the basis of quality ideology as a highest strategic aim. The application of international standards ISO 9000 facilitates the wide dissemination of new principles of management directed to a customer and quality of servicing, which were not peculiar to the Soviet Public Health. The QMS introduction is a scaled and complex process for any organization involving the whole its staff – from the head to the attending personnel. It must be performed stageby- stage with application of process approach technique. The result of QMS model development in Novosibirsk RITO is a transition from «as it is» condition to «as it should be» condition to eliminate revealed inadequacies. The used criteria and methods of monitoring and analysis permit to estimate the effectiveness and level of key processes of medical care and to schedule their improvement. A voluntary certification of conformance to the international standard ISO 9001:2000 is the first system task in the field of comprehensive management in Novosibirsk RITO. The standard conformance means that the achieved management level meets a minimal set of standardized requirements which reflect internationally recognized means of management for the production of medical services of guaranteed quality.
Total Quality Management (TQM) is a new approach to administration of an institution aimed to achieve long-lasting success due to maximum efficiency of its activity with minimal production costs and steady quality of output products. Practically it took 80 years to realize the necessity to combine two systems of management: of activity and of quality, to meet customers’ requirements. Today quality of medical help is identified as a main goal of state policy in the field of health care. Health institutions need a system of quality management, providing conditions when the quality demanded by a customer is ensured at each step of medical care delivering. Novosibirsk Research Institute of Traumatology and Orthopaedics is among narrow minority of medical institutions which have a quality management system of medical care certified according to International Standard ISO 9001:2000. Implementation of this system based on TQM requirements permitted the administration and the staff of the Institute to proceed from direct control and maintenance of quality of medical care to assured permanent improving of quality thereby promoting a competitiveness of the institution.
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