Rahma K. Andamen

Cotabato Regional And Medical Center, Philippines

Abstract Title: Compliance and performance benefits of the iso 9001:2008 quality management system in cotabato regional and medical center

Biography:

Research Interest:

Quality in healthcare is a concept that has only recently gained significant attention in the public health sector in our country. The importance of maintaining high standards of care and operational efficiency in healthcare organizations has led to the widespread adoption of quality management frameworks, such as the ISO 9001:2008 Quality Management System (QMS). This study was conducted with the goal of examining the relationship between the extent of compliance with the ISO 9001:2008 QMS and the performance benefits it generates across various areas of the Cotabato Regional and Medical Center. Specifically, the study focused on key components of the QMS, including process management, documentation and control, quality policies and objectives, customer orientation, feedback mechanisms, and continuous improvement. The study aimed to assess how these QMS elements contribute to improvements in operations, employee performance, and customer satisfaction within the hospital. To achieve this, a descriptive-survey research design was employed. The data collection process involved using a survey questionnaire, which was developed by the researcher and distributed to 100 participants. These participants included members of the Quality Management Council (QMC), such as the Quality Management Representative (QMR), Document Control Custodian (DCC), and Internal Quality Auditors (IQA). Additionally, the remaining respondents were medical and non-medical personnel employed by the Cotabato Regional and Medical Center. The data gathered from these respondents were analyzed using statistical tools, including mean scores and Pearsons correlation coefficient, to explore the relationships between ISO 9001:2008 QMS compliance and the performance outcomes in terms of operations, employee engagement, and customer service quality. This research aims to provide insights into how the implementation of a structured quality management system can lead to measurable improvements in healthcare service delivery.