ISO 9001 in a neonatal intensive care unit (NICU)

Purpose - The aim of this paper is to present the process for approving and certifying a neonatal intensive care unit to ISO 9001 standards. Design/methodology/approach - The process started with the department head's decision to improve services quality before deciding to achieve ISO 9001 certification. Department processes were mapped and quality management mechanisms were developed. Process control and performance measurements were defined and implemented to monitor the daily work. A service satisfaction review was conducted to get feedback from families. Findings - In total, 28 processes and related work instructions were defined. Process yields showed service improvements. Family satisfaction improved. Research limitations/implications - The paper is based on preparing only one neonatal intensive care unit to the ISO 9001 standard. Practical implications - The case study should act as an incentive for hospital managers aiming to improve service quality based on the ISO 9001 standard. Originality/value - ISO 9001 is becoming a recommended tool to improve clinical service quality.