Contents:

Part 1: Quality in Healthcare

1. QUALITY

Part 2: Improvement of Quality of Services in Hospitals

2. HOW TO IMPROVE THE QUALITY OF SERVICES IN HOSPITALS

Part 3: Certification/Accreditation of Hospitals

3. ISO CERTIFICATION

4. NABH ACCREDITATION

5. JOINT COMMISSION ON ACCREDITATION OF HEALTHCARE ORGANIZATIONS (JCAHO)

JCI Accreditation Program

6. IDEAL APPROACH TO QUALITY

Part 4: Quality Management at Departmental Level

7. PATIENT FRIENDLY HOSPITAL

8. FRONT OFFICE

9. OUTPATIENT DEPARTMENT

10. EMERGENCY SERVICE

11. DEPARTMENT OF DENTAL SURGERY

12. PATHOLOGY DEPARTMENT

13. RADIOLOGY DEPARTMENT

14. OPERATION THEATER (OT) DEPARTMENT

15. BLOOD BANK

16. PHYSIOTHERAPY AND REHABILITATION DEPARTMENT

17. MATERNITY SERVICES

18. INPATIENT AREAS (WARD UNIT)

19. INTENSIVE CARE UNIT (ICU)

20. NEONATAL INTENSIVE CARE

22. PHARMACY SERVICE

23. MEDICAL RECORDS DEPARTMENT

24. CENTRAL STERILE SUPPLY DEPARTMENT (CSSD)

25. DIETARY SERVICE

26. LAUNDRY SERVICE

27. HOUSEKEEPING SERVICE

29. CENTRALIZED GAS AND VACUUM SUPPLY SERVICE

30. HOSPITAL INFORMATION SYSTEM (HIS)

31. SECURITY SERVICE

32. FIRE SAFETY SERVICE

33. ACCOUNTS DEPARTMENT

34. MARKETING AND PUBLIC RELATIONS

35. NURSING SERVICE

36. HUMAN RESOURCE DEPARTMENT (HRD)

37. MORTUARY SERVICE

38. OUTREACH SERVICES

Part 5: Important Programs for Hospitalwide Improvement of Services

39. STATUTORY COMPLIANCE IN HOSPITALS.

41. DISASTER MANAGEMENT PROGRAM IN A HOSPITAL

42. INFECTION CONTROL PROGRAM

43. BIOMEDICAL WASTE MANAGEMENT PROGRAM

44. EQUIPMENT MANAGEMENT PROGRAM

45. TRAINING PROGRAM IN A HOSPITAL

46. PATIENTS' INFORMATION AND EDUCATION PROGRAM

47. RIGHTS AND RESPONSIBILITIES OF PATIENTS

Part 6: Evaluation of Performance

48. APPROACHES TO EVALUATION OF THE SUCCESS OF QMS 339

49. EVALUATION THROUGH STATISTICAL APPROACH

50. EVALUATION THROUGH MEDICAL AUDIT

51. EVALUATION THROUGH NURSING AUDIT

52. EVALUATION THROUGH EQUIPMENT AUDIT

53. EVALUATION THROUGH PATIENT SATISFACTION SURVEY.Part 7: Annexures.ANNEXURE

INDEX