Tata Main Hospital certified to the ISO 9001:2008 Quality Management Systems
The Tata Main Hospital (TMH), Jamshedpur has been awarded the ISO 9001:2008 Certification by the Indian Registry of Quality Systems (IRQS), Mumbai.
The certification process is a culmination of the tireless effort of the entire staff of TMH over the past two years. A group of 37 internal auditors and the core quality team worked to put systems and processes in place. Customer satisfaction is a prime requirement of all quality management systems. The process of capturing customer complaints and obtaining unbiased patient feedback was initiated. Based on the patient needs identified, a number of initiatives were undertaken to improve satisfaction levels. These include the telephonic registration system, extended OPD timing, reduction in discharge times for patients and cycle times for diagnostic tests. The increase in OT availability through vertical OT system resulted in decreased waiting time for patients awaiting surgery. Behavioural training was given to doctors and nurses to improve patient satisfaction.
A robust review mechanism was set up to monitor the important operational parameters. Walk-through audits helped to identify issues related to workplace safety, cleanliness and 5-S.
With a dedicated and focused approach towards making a positive change in the hospital, the entire staff enthusiastically underwent a series of audits to ascertain their preparedness for the IRQS pre-certification and certification audits.
Ltgn. Retd. Dr. G . Ramdas (General Manager - Medical Services, Tata Steel) has encouraged TMH staff to gear up for the next goal - NABH accreditation which is under process.