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Inicio Revista Española de Medicina Nuclear e Imagen Molecular (English Edition) Implementation of a Quality Management System according to the UNE-UN-ISO 9001:2...
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Vol. 32. Issue 1.
Pages 1-7 (January - February 2013)
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Vol. 32. Issue 1.
Pages 1-7 (January - February 2013)
Original Article
Implementation of a Quality Management System according to the UNE-UN-ISO 9001:2008 standard in a Nuclear Medicine Department
Implantación de un sistema de gestión de calidad según norma UNE-UN-ISO 9001:2008 en un servicio de medicina nuclear
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V.M. Poblete Garcíaa,
Corresponding author
vm_poblete@yahoo.es

Corresponding author.
, M.P. Talavera Rubioa, A. Palomar Muñoza, J.P. Pilkington Wolla, J.M. Cordero Garcíaa, A.M. García Vicentea, M. Bellón Guardiaa, B. González Garcíaa, T. Cañuelo Merinob, A. Núñez Garcíaa, V. Peiró Valgañóna, A.M. Soriano Castrejóna
a Servicios de Medicina Nuclear, Hospital General Universitario de Ciudad Real, Ciudad Real, Spain
b Servicios de Radiodiagnóstico, Hospital General Universitario de Ciudad Real, Ciudad Real, Spain
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Table 1. Processes constituting the Quality Management System of the Department of Nuclear Medicine.
Abstract
Objective

To describe the process of implementing a Quality Management System according to UNE-EN-ISO 9001:2008 standard in a Nuclear Medicine Department.

Material and method

In February 2008, the committee on internal quality of the department was established, naming a responsible physician. The general operating plan was drawn up, following the requirements established by the ISO 9001:2008 standard. It defined the scope of the standard, defining, preparing and transcribing the various activities of our department. Four training sessions were carried out.

Results

A total of nine general and two specific procedures were documented in which all the activities performed in our department were included. Personnel records of each worker were created, including their profiles and training plan. A record of the equipment and service providers was created, as well as issues with the latter. Satisfaction surveys were obtained from external (patients) and internal customers (faculty applicants). Targets for improvement and activity markers were established. Two audits were performed to complete the process, one internal and one external. The department was accredited in April 2010.

Conclusion

The quality accreditation process is a tool that requires reflection on how we do things and how they can be improved. It makes it possible to measure what we do, to analyze and introduce improvement measures, and therefore, to achieve a higher level of quality in the service we provide our customers. The involvement of the department workers with a commitment to team performance was essential.

Keywords:
Quality
ISO 9001:2008 standard
Certification
Activity
Resumen
Objetivo

Describir el proceso de implantación de un sistema de gestión de calidad según norma UNE-EN-ISO 9001:2008 en un Servicio de Medicina Nuclear.

Material y método

En febrero de 2009 se creó la comisión de calidad del servicio, nombrando un facultativo responsable. Se confeccionó el plan general de trabajo, siguiendo los requisitos que marca la propia norma ISO 9001:2008. Se definió el alcance del sistema, definiendo, acondicionando y transcribiendo los distintos procesos del Servicio. Se realizaron sesiones formativas.

Resultados

Se documentaron un total de 9 procedimientos generales y 2 específicos, donde quedó recogida la totalidad de actividades que se realizan en nuestro Servicio. Se crearon registros de perfiles y del plan de formación de cada trabajador. Se crearon registros de los equipos y de proveedores del Servicio, así como de incidencias con estos últimos. Se obtuvieron encuestas de satisfacción de clientes externos (pacientes) e internos (facultativos solicitantes). Se establecieron objetivos de mejora e indicadores de actividad. Para finalizar el proceso, se realizaron 2 auditorías, una interna y otra externa. El Servicio quedó acreditado en abril de 2010.

Conclusión

El proceso de acreditación de calidad es una herramienta que obliga a la reflexión sobre cómo hacemos las cosas y cómo pueden ser mejoradas. Permite la posibilidad de medir lo que hacemos, analizar e introducir acciones de mejora, y así, lograr un mayor nivel de calidad en el servicio que prestamos a nuestros clientes. Resultó imprescindible la implicación del personal del servicio con compromiso de actuación en equipo.

Palabras clave:
Calidad
Norma ISO 9001:2008
Certificación
Proceso

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