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.
Managing Service Quality – Emerald Publishing
Published: May 16, 2008
Keywords: ISO 9001 series; Nursing homes; Elderly people; Spain