Augmenting Management Systems in Health Care: Auditing, Integration, and Assessment

• Author / Creator

  Fernandez Ruiz, Enrique

• The lack of literature reporting on the use of customer-satisfaction-augmenting Management System Standards (MSS) in health care provided an opportunity to explore the use of one such augmenting (AUG) MSS, namely ISO 10002, for managing feedback in a Canadian provincial health care organization (i.e., the Case Study Organization, CSO) and to identify subsequent research components, one of which was the development of an interdepartmental process audit. After examining literature on interdepartmental audits, and determining the opportunity to develop a method that would enable the auditing of interdepartmental processes through a focus on ‘interactions’, the “Boundary Audit Method” (BAM) was developed, verified and validated. Lastly, exploratory research was undertaken regarding the potential use of Financial Statements (FS) and Financial Ratio Analysis (FRA) with MSSs. The anticipated academic value of this research includes: a) The study was the first to examine the use of an AUG MSS such as ISO 10002 (2014) in a provincial health care organization for handling not only concerns but also commendations and suggestions. b) To my knowledge, the BAM is the first method for auditing interdepartmental processes through a focus on interactions. The designation “1.5-party audit” (first-and-a-half or one-and-a-half party audit) is another contribution, used to reflect the examination of a department’s own involvement in a process in addition to that of any other process partners. c) A novel model was proposed for structuring and integrating MSSs requirements. The model is the result of abstracting the Income Statement and Balance Sheet components and their interrelationships and using such a framework to organize (and integrate when multiple) MSSs requirements. d) A novel assessment technique was proposed for examining SMS-component interrelationships. The assessment technique adapts FRA and substitutes the numbers in the ratios with the juxtaposed SMS components, questions are then prepared to examine how SMS-components interrelate amongst each other, answers to the questions are found by examining documentation, interviewing personnel or observing the SMS, and recommendations for improvement are ultimately provided to management of the organization.

• Subjects / Keywords

  • ISO 10002
  • Standardization
  • Integrated Management Systems
  • Interdepartmental
  • Commendations
  • Customer satisfaction
  • ISO 10003
  • Assessments
  • ISO 19011
  • Integration
  • Process Auditing
  • Quality
  • Complaints
  • Financial Statements

• Graduation date

  Spring 2017

• Type of Item

  Thesis

• Degree

  Doctor of Philosophy

• DOI

  https://doi.org/10.7939/R33T9DJ8G

• License

  This thesis is made available by the University of Alberta Libraries with permission of the copyright owner solely for non-commercial purposes. This thesis, or any portion thereof, may not otherwise be copied or reproduced without the written consent of the copyright owner, except to the extent permitted by Canadian copyright law.