The Impact and Implications of ISO Certification on Patient Satisfaction-A Single-Centre Study.

Abstract

Objective: To examine the impact of the international organization for standardization (ISO), the challenges faced in its implementation and the implications of the process on patient care in the long-term accreditation in a tertiary care hospital in Kharian. Study Design: Cross-Sectional Study Place and Duration of Study: Combined Military Hospital, Kharian Pakistan, from Jan to Dec 2019. Methodology: Patient satisfaction questionnaires were given to 1600 patients presenting to the Indoor, Outdoor, Accidents & Emergency, Pharmacy, Radiology Department and Laboratory of Combined Military Hospital, Kharian Pakistan, as a part of a routine ISO audit annually for 2019. Responses were analyzed and tabulated. Results: The upward trend in patient satisfaction was attributed to administrative intervention policies based on patient complaints and suggestions incorporated into the questionnaires’ comment boxes. There was a significant difference between the response rates of patients in departments (p=0.016). It indicates that the satisfaction rate was higher among different departments. Conclusion: Patient satisfaction is directly proportional to interventional measures based on patient feedback. When utilised positively, these feedback loops can lead to an increase in the hospital's overall efficiency index and the standard of care.

Keywords

• Global health
• Internal audit
• ISO certification
• Patient care
• Quality management
• Standardization