Quality management seeks to improve effectiveness of treatments and increase patient satisfaction with the service. With an aging population and rising health care costs, quality management in health care is gaining increased attention. A health care system comprises small and large entities, such as pharmacies, medical clinics and hospitals, and all components need to provide quality service for the system to work properly.
Zens Medical Centre (ZMC) Quality management System principles highlighted below shows a comprehensive, fundamental rules by which the healthcare organizations are governed and managed,with the aim of continuously improving the performance relevant to our patients and/or clients and other stakeholders and interested parties.
Customer focus: ZMC, when providing healthcare services, respect and have customer (patient/client) centered approach. This approach is an important objective in the development of its services as it constitutes one of the main drivers for its healthcare services reforms. Customers are the ones for
whom such organizations exist and their needs, demands and expectations must be paid special attention as everything starts and ends with the customer. ZMC also slowly adhered to international patients safety goals ensuring and addressing specific areas of concern in some of the most problematic
areas of patients safety with the implementation of infection control and risk management policies.
Stakeholder involvement: Customers are not the only group whose needs and requirements should be met. Moreover, adequate worth must also be provided to employees, local and global community, investors and society in general, in terms of both financial and non-financial aspects of a company performance. Therefore, defining the healthcare service, often, requires the identification of needs, expectations and requirements of all stakeholders and interested parties that, in addition to the service provider and health insurance, include customer as well as the physician and doctor.