Identification of barriers and facilitators in the development and implementation of the ISO 9001:2015 standard in a Child and Adolescent Psychiatry Unit

Abstract

Introduction and objective: The interest in improving the quality of care has led to the implementation of the International Organization for Standardization (ISO) 9001:2015 standard in the Child and Adolescent Psychiatry Unit of the Santiago de Compostela University Clinical Hospital (A Coruña, Spain). The objective of this work is to describe the methodology developed to obtain it, as well as the perceived experience of the process. Method: The steps carried out were: creation of a multidisciplinary quality work group and a work schedule; preparation of the Quality Manual, Process Map and definition of the scope of the Quality Management System; preparation and planning of satisfaction surveys; definition of operational and care processes; context and stakeholder analysis; definition of the risks and opportunities of the quality system; establishment of quality measurement indicators; establishment of actions to promote continued training; review of the quality system by the hospital management; and planning of the improvement objectives. Results: The agreed schedule was met, completing all the established tasks in a period of approximately 15 months. Finally, an evaluation of compliance with requirements/results was carried out through an internal and external audit, after which certification of the Unit was achieved according to the ISO 9001:2015 standard. Discussion and Conclusions: The implementation of the ISO standard should be considered the beginning of a working method that ensures continuous improvement, teamwork and establishes a culture of quality in the Unit through continuous monitoring of its activity.