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ISO 9001 and residential homes for the elderly: a Delphi study

ISO 9001 and residential homes for the elderly: a Delphi study Purpose – The purpose of this study is to assess the appropriateness of applying the ISO 9001 quality standard to the residential aged‐care sector. Design/methodology/approach – The study undertakes a prospective qualitative survey using the Delphi methodology. A panel of 14 experts in the field constitutes the panel. Findings – ISO 9001 has certain shortcomings in the context of the residential aged‐care sector. There is a need to fit generic quality‐management models to the specific characteristics of the sector, and to integrate those generic quality management models with specialised models. Practical implications – Managers of residential aged‐care services should ensure: that they have sufficient resources to implement quality‐management models; that all personnel are involved in the implementation; and that generic models are appropriately adapted to the specific needs of the aged‐care sector. Originality/value – The paper provides an original conceptual overview of the application of a generic quality‐management system to a specific services sector. http://www.deepdyve.com/assets/images/DeepDyve-Logo-lg.png Managing Service Quality Emerald Publishing

ISO 9001 and residential homes for the elderly: a Delphi study

Managing Service Quality , Volume 18 (3): 17 – May 16, 2008

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Publisher
Emerald Publishing
Copyright
Copyright © 2008 Emerald Group Publishing Limited. All rights reserved.
ISSN
0960-4529
DOI
10.1108/09604520810871883
Publisher site
See Article on Publisher Site

Abstract

Purpose – The purpose of this study is to assess the appropriateness of applying the ISO 9001 quality standard to the residential aged‐care sector. Design/methodology/approach – The study undertakes a prospective qualitative survey using the Delphi methodology. A panel of 14 experts in the field constitutes the panel. Findings – ISO 9001 has certain shortcomings in the context of the residential aged‐care sector. There is a need to fit generic quality‐management models to the specific characteristics of the sector, and to integrate those generic quality management models with specialised models. Practical implications – Managers of residential aged‐care services should ensure: that they have sufficient resources to implement quality‐management models; that all personnel are involved in the implementation; and that generic models are appropriately adapted to the specific needs of the aged‐care sector. Originality/value – The paper provides an original conceptual overview of the application of a generic quality‐management system to a specific services sector.

Journal

Managing Service QualityEmerald Publishing

Published: May 16, 2008

Keywords: ISO 9001 series; Nursing homes; Elderly people; Spain

References