اثر تطبيق المعيار iso.15189 لجودة وكفاءة المختبرات الطبية...

8/18/2019 لجودة وكفاءة المختبرات الطبية في رضا المرضى في المختبرات الطبية األردنية الخاصة Iso.15189 اثر تطبيق المعيار

1/107

ISO.15189

The Impact of Applying ISO.15189 Standard of Quality and

Competence of Medical Laboratories on Patients Satisfaction

in the Jordanian Private Medical Laboratories

2013


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ABSTRACT

The Impact of Applying ISO.15189 Standard of Total Quality

Management on Patients Satisfaction

(A comparative Study among Staff's and Patients' View in The

Jordanian Private Laboratories)

Prepared By

Rania Ismail Al- Sharawneh

Supervised By

Dr. KamelMagrabi

The purpose of this study is to show the effect of the applying of

ISO.15189 in the Jordanian medical laboratories on patients' satisfaction.The

study population consisted of the all patients in (Specialist hospital and

Isteshari hospital) laboratories in the Jordanian, Amman. The study sample

consist of (178) patients in these laboratories. It has been using many

statistical methods, such as mean, standards deviation, the correlation,

simple and multiple regressions.

Findings: the study findings presence a significant effect of the

applying of ISO.15189 standard of Quality and Competence of Medical

Laboratories on patients' satisfaction in Jordanian private laboratories. The

study shows a significant effect for each of (the technical competence of the

staff, the appropriate environment for testing, methods of taking and

transporting and handling of samples) on patients' satisfaction in Jordanian

private laboratories. The results of statistical analysis showed the presence of

patients' satisfaction from the performance of Jordanian private laboratories.


15/107

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Accordingly, the researcher recommended: The need for senior management

commitment and its support, to implement ISO.15189 standard in medical

laboratories by appointment of a highly experienced staff, and the provision

of appropriate test environment and the use of the latest methods in the

transfer of samples. Labs must enhance the quality culture among staff

working in laboratories by putting some key concepts such as, responsibility,

reliability in work, attention to the patients and show affection to them. The

need to instill the requirements of ISO.15189 standard in medical labs to

become a part of the organizational culture in private medical labs.


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98/107

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study of hospitals in a developing country.Social Science & Medicine, 52(1):

1359-1370.

2. Brancroft, J.D., (2008). Theory and Practice of Histological Techniques,(6th

Ed)London: Churchill Livingstone.

3. Cagnazzo, L., Taticchi, P., Fuiano, F. (2010) Benefits, barriers and pitfalls

coming from the ISO 9000 implementation: the impact on business

performance. WSEAS Transactions on Business and Economics, 4(7); 311-

321.

4. Cochran, C., (2011). ISO 9001 in plain English, New York: Paton

Professional.

5. Deen, M.E., (2010) Quality manual and quality procedures for

ANSI/ISO/IEC 17025, New York: Create Space.

6. Franacio, L. (2010). ISO 15189.2007 Quality management systems for

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7. Gad, S.C. (2008). Preclinical development handbook , New Jersey: John

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8. GreenHill, B. (2012). Implementation of a Quality Management System in

Public Health Laboratories in the Republic of Georgia, (Unpublished

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9. Heras, I., Casadesús, M., Ochao, C., (2001) Effects of ISO 9000 certification

on companies’ profitability: an empirical study, Integrated Management:

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60-65.

10. Hong, J.W., Phitayawejwiwat, S., (2005). The impact of ISO 9000

certification on quality management practices in Thailand. Journal of

Industrial Technology, 21(1); 2-6.

11. Kristoffersson, U., Schmidtke, J., Cassiman, J.J. (2010). Quality Issues in

Clinical Genetic Services, (1st Ed). London: Springer Science + Business

Media.

12. Lam, P.C., Tang, N. K. (2000).A Study of Patients' Expectations and

Satisfaction in Singapore. International Journal of Health Care Quality

Assurance, 13(7): 290-299

13. Levett, J.M., Burney, R.G., (2011).Using ISO 9001 in healthcare, (1st Ed)

Milwaukee: American Society for Quality Press.

14. Mehta, B., (2013) Implementing ISO/IEC 17025:2005 a practical guide,

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15. Mukhrajee, P.N. (2006). Total Quality Management, (1st Ed). NewDelhi:

Prentice Hall of India private limited.

16. Mustafa, A. (2011).Total Quality Management, (1stEd). Delhi: Manglam

Publishers & Distributors.

17. Naagarazan, R.S., Arivalagar, A.A. (2009). Total Quality Management,

(2nd

Ed). Newdelhi: New Age International (P) LTD. Puplishers.

18. Nazig lia, C., Mozayani, A., (2011). The forensic laboratory handbook

procedures, and practice, New York: Springer Science Business Media.

19. Patrinos, G., Ansorge, W. (2010). Molecular diagnostic, (2nd Ed), London:

Academic Press.

20. Piskar, F. (2007). The impact of the quality management system ISO 9000 on

customer satisfaction of solvenian companies. Solvenia Managing Global

Transitions, 5(1); 45-61.

21. Quinn, J. (2004) Real Satisfaction for Patients in Cancer Specialized

Hospitals, Hospital Accreditation Magazine, 2(1), PP13.

22. Sack, C., Scherag A., GüntherP.L., Jöckel,W. W., Holtmann,K.H.(2011 )Is

there an association between hospital accreditation and patient satisfaction

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23. Saukko, P.J, Siegel, J.A. (2012). Encyclopedia of forensic sciences, (2nd Ed),

Waltham: Academic Press.

24. Seear, D.J., (2012). ISO 9001 audit trail a practical guide to process auditing

following an audit trail , (2nd

Ed) Bloomington: Aurther House.

25. Tigani, O.A. (2011) The impact of the implementation of the ISO 9000 quality

management System upon the perception of the performance of the

organization's worker. Global Journal of Management and Buisness

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Satisfaction and Marketing Effectiveness in Selected Large Hospitals in

India, Berhampur, India: Padhy, P.K., Padhy, P. K.

28. White, B. (2002). The impact of ISO 15189 and ISO 9001 quality

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1. )2012(www.ilac.org

2. )2013(/http://www.iso.org

3. )2012(/http://www.enhancequality.com

4. )2013(http://www.shatharat.net/


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