Resumo

JARAMILLO MEJIA, MARTHA CECILIA; ARTEAGA MONTERO, ALEJANDRO  e  MACIA MEJIA, CARMENZA. CAMINO A LA EXCELENCIA . estud.gerenc. [online]. 2005, vol.21, n.94, pp.107-147. ISSN 0123-5923.

This paper describes how, after 5 years of operation and based on continuous improvement, a health service institution which was originally established to serve patients with highly complex medical conditions, decided to implement a Quality Management System under ISO 9000:2000. The institution intended to guarantee an excellent quality service an ongoing basis and become more competitive on the market by meeting international standards, thus positioning itself as an alternative for the delivery of academically oriented health services. Having achieved the ISO certification, this institution is faced with current legal regulations and new challenges.

Palavras-chave : Accreditation of a Health Service Institution; Continuous Improvement; Quality; Competitiveness; Healt Indicators; ISO 9000 Certification; Processes; Implementation of a Quality Health Management System.

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