The Impact of ISO Standards on the Performance of Healthcare Institutions in Dolenjska

Abstract

Quality is a broad and comprehensive concept that individuals and organisations come across all the time. It is an indispensable modern mindset promoting better results, enhanced competitiveness, improved relations, the introduction of changes and improvements, as well as timely identification of risks. Quality levels are, inter alia, defined, directed and determined by different models and standards, including ISO standards. Public healthcare institutions belong to a group of service activities which are extremely specific. Healthcare organisations have been introducing different standards to meet the users’ needs and satisfaction, which are often subjective. The research focuses on public healthcare institutions in the Dolenjska region, as well as on the importance and role of the ISO standard in these institutions. The ISO standard is the most recognised and widespread among the standards introduced in the institutions studied. The introduction of the standard demonstrates the desire for progress and innovative leadership, and puts quality and safety in all areas of operation at the forefront. The research showed that the introduced standard significantly impacts the performance of the institutions and thus enhances their added value.