SAŽETAK

Sistem menadžmenta kvalitetom je (QMS) JUS ISO 9000:2001 i zahtevi standarda sistema menadžmenta kvalitetom JUS ISO 9001:2001 namenjeni su nama i korisnicima naših usluga radi uspostavljanja maksimalnog kvaliteta rada u medicinskom i nemedicinskom delu naše delatnosti, saradnje sa drugim zdravstvenim ustanovama u zemlji i inostranstvu i ostvarivanja prednosti kroz primenu QMS-a. Takođe je cilj ovih standarda postizanje i stalno povećavanje zadovoljstva korisnika naših usluga i sticanje poverenja u korisnike naših usluga, kao i naše isporučioce. Primenjen je procesni pristup sistemu menadžmenta kvalitetom. Sve aktivnosti su prikazane kroz 25 glavnih procedura i odgovarajućih uputstava. Uvođenje QMS-a je proces koji je trajao 18 meseci i rezultirao je sticanjem sertifikata od strane Instituta za standardizaciju Srbije i Crne Gore.

Ključne reči: sistem menadžmenta kvalitetom, zadovoljstva korisnika usluga, efektivnost i efikasnost rada

SUMMARY

The Quality Management System (QMS) includes JUS ISO 9000:2001 standards. The JUS ISO 9000:2001 requirements are intended to us and the users of our services with the purpose of achieving the maximum quality of work in both medical and non-medical activities within our scope of work, cooperation with other health-care institutions in the country and abroad and the advantages arising from the QMS implementation. Additionally, the QMS standards are aimed at reaching and constantly improving satisfaction of the users of our services, getting confidence in them, as well as in our suppliers. The procedure approach to the QMS was applied, i.e. all the activities of the Institute are presented through 25 major and adequate instructions. The MS implementation was a process which took 18 month and has resulted in the QMS certificate awarded to us by the Institution for Standardization.

Key words: quality management system, service users' satisfaction, efficacy and efficiency of work

Prim. mr sci. med. dr Jaroslava Hovan Somborac,
Centar za epidemiologiju i statistiku, Zajednički medicinski poslovi,
Institut za plućne bolesti, Sremska Kamenica