Scientific journal NRU ITMO
Series "Economics and Environmental Management"
Registration certificate ЭЛ № ФС 77 – 55411 от 17.09.2013
registered by the Federal Inspectorate Service for Communication, Information Technologies and Communication Media

September 2021 (published: 22.09.2021)

Number 3(46)

Home > Issue > Improvement of the quality management system in healthcare organizations

UDC 334.012

Improvement of the quality management system in healthcare organizations

Vasilenok V.L., Negreeva V.V., Kochegarova T.S., Aleksashkina E.I.

The subject of this article is research related to the provision of high-quality medical care, which in the future can lead to effective management of the entire healthcare system. The relevance of studying this issue and conducting research using lean technologies indicates the great importance of the healthcare industry for the state and society. The purpose of the study is to develop an algorithm for the introduction of lean technologies in the activities of medical organizations. The subject of research in the article is represented by a quality management system in the healthcare system, created on the basis of lean technologies. The concept of lean manufacturing has been implemented in the healthcare industry for more than 20 years. During this time, patterns were identified. Thus, there is an increase in the level of patient satisfaction from the implemented technologies, which was revealed through the analysis of opinions and reviews of consumers of services. There is also a reduction in the waiting time of patients by minimizing time losses, reducing the number of errors in the provision of medical care and reducing costs. However, there is a decrease in the level of staff motivation, which in the future may negatively affect the quality of services provided. The system is implemented in stages: starting with an analysis of the current situation and ending with obtaining a certificate. The implemented quality management system must meet all the requirements of the GOST R ISO 9001-2015 standard. Also, quality management tools can be used in the implementation process: the Ishikawa diagram, tools 5W1H and 5 "Why?". The main difficulties in implementing lean technologies in the activities of a healthcare organization are the lack of proper training, a low percentage of staff involvement and motivation, incorrect selection of working group participants and the reluctance of staff to give up old habits. Therefore, you should use a clear algorithm that will take into account all the problems.
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Keywords: quality management system, lean manufacturing, healthcare, medical services.

DOI 10.17586/2310-1172-2021-14-3-209-217

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