Publication: Análisis de la mejora continua de la calidad de un Servicio de Farmacia certificado por la Norma ISO 9001. Evolución de 8 años
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2018-02-15
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Universidad Complutense de Madrid
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Abstract
La calidad es un concepto clave hoy en día para los servicios sanitarios. No es posible hablar de buena gestión en un centro o servicio sanitario, si no se incorpora un sistema de gestión de la calidad (SGC). Este sistema es la forma en la que se dirigen, planifican y controlan todas las actividades que presta la organización, buscando la satisfacción del cliente. El creciente interés de las organizaciones sanitarias por la calidad ha provocado una larga carrera hacia la acreditación y evaluación externa de centros hospitalarios por entidades como: International Standard Organization (ISO), Joint Commission on the Accreditation of Healthcare Organizations (JCAHO) o European Foundation for Quality Management (EFQM). La Norma UNE-EN-ISO 9001, está basada en la “gestión por procesos” y puede aplicarse a una organización o a un servicio. Resulta lógico pensar que el SGC del Servicio de Farmacia del Hospital Universitario La Paz (HULP) implantado y certificado en 2007 por la Norma UNE-EN-ISO 9001, podría contribuir a la mejora continua de los procesos del Servicio de Farmacia Hospitalaria (SFH). Este sistema podría incrementar la Seguridad del Paciente en cualquier fase del proceso farmacoterapéutico, al disminuir errores de medicación. Para evaluar esta mejora pueden emplearse dos métodos: la monitorización continua a través de indicadores, auditorías y estudios de satisfacción; y el seguimiento de oportunidades de mejora estratégicas...
Quality is a key concept today for health services. It isńt possible to refer to good performance in the health care management of an institution without the existence of a quality management system (QMS). The QMS of an organization is the way in which all the activities carried out by the organization are conducted, planned and monitored, seeking customer satisfaction. The increasing interest of health organizations for quality has led to accreditation and external evaluation of hospital centres by entities such as: The International Standard Organization (ISO), Joint Commission on the Accreditation of Healthcare Organizations (JCAHO) or the European Foundation for Quality Management (EFQM). The UNE-EN-ISO 9001 Regulation is based on "managing by processes" and therefore, it can be applied to any organization or clinical service. The QMS of the Pharmacy Service at La Paz University Hospital (HULP), implemented and certified in 2007 by the UNE-EN-ISO 9001 Regulation, could contribute to the continuous improvement of Hospital Pharmacy Service (HPS) processes. In addition, it could help to preserve and increase Patient Safety (PS), as the QMS participates in the prevention of medication errors at any stage of the pharmacotherapeutic process. To evaluate this improvement, two methods can be used: continuous monitoring using indicators, audits and customer satisfaction surveys, as well as the follow up of strategic improvement opportunities...
Quality is a key concept today for health services. It isńt possible to refer to good performance in the health care management of an institution without the existence of a quality management system (QMS). The QMS of an organization is the way in which all the activities carried out by the organization are conducted, planned and monitored, seeking customer satisfaction. The increasing interest of health organizations for quality has led to accreditation and external evaluation of hospital centres by entities such as: The International Standard Organization (ISO), Joint Commission on the Accreditation of Healthcare Organizations (JCAHO) or the European Foundation for Quality Management (EFQM). The UNE-EN-ISO 9001 Regulation is based on "managing by processes" and therefore, it can be applied to any organization or clinical service. The QMS of the Pharmacy Service at La Paz University Hospital (HULP), implemented and certified in 2007 by the UNE-EN-ISO 9001 Regulation, could contribute to the continuous improvement of Hospital Pharmacy Service (HPS) processes. In addition, it could help to preserve and increase Patient Safety (PS), as the QMS participates in the prevention of medication errors at any stage of the pharmacotherapeutic process. To evaluate this improvement, two methods can be used: continuous monitoring using indicators, audits and customer satisfaction surveys, as well as the follow up of strategic improvement opportunities...
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Tesis inédita de la Universidad Complutense de Madrid, Facultad de Farmacia, Departamento de Farmacología (Farmacognosia y Farmacología Experimental), leída el 26-06-2017