Quality standard | Requirement | Score | |||||
---|---|---|---|---|---|---|---|
Total maturity | Realisation | Measurement | Suitability | Relevance | |||
RQPH 40 items scored* | Rights and respect of patients | 1.1 | 4 | 1 | 0 | 1 | 2 |
Security and risk concept | 1.3 | 8 | 2 | 2 | 2 | 2 | |
1.3 a) | 7 | 2 | 1 | 2 | 2 | ||
1.3 b) | 10 | 3 | 3 | 1 | 3 | ||
Drug list | 1.5.1 | 9 | 3 | 3 | 2 | 1 | |
1.5.1 b) | 10 | 3 | 3 | 3 | 1 | ||
1.5.1 c) | 9 | 3 | 3 | 2 | 1 | ||
Drug manufacturing | 1.5.2 d) | 9 | 3 | 3 | 1 | 2 | |
Information and advice | 1.5.4 c) | 4 | 1 | 1 | 1 | 1 | |
Concept of continuous improvement | 1.8.1 | 10 | 3 | 3 | 2 | 2 | |
1.8.1 a) | 9 | 2 | 3 | 2 | 2 | ||
Complaint management | 1.8.2 | 2 | 1 | 1 | 0 | 0 | |
1.8.2 a) | 2 | 1 | 1 | 0 | 0 | ||
1.8.2 b) | 2 | 1 | 1 | 0 | 0 | ||
1.8.2 c) | 2 | 1 | 1 | 0 | 0 | ||
1.8.2 d) | 2 | 1 | 1 | 0 | 0 | ||
Improvement suggestions | 1.8.3† | 11 6 | 3 2 | 3 2 | 3 1 | 3 1 | |
1.8.3 a) | 11 | 3 | 3 | 3 | 2 | ||
1.8.3 b) | 11 | 3 | 3 | 3 | 2 | ||
1.8.3 c) | 8 | 3 | 3 | 1 | 1 | ||
1.8.3 d) | 4 | 1 | 0 | 2 | 1 | ||
Pharmacy policy | 3.2.1 | 7 | 3 | 0 | 3 | 1 | |
Management commitment | 3.2.2 | 11 | 3 | 2 | 3 | 3 | |
3.2.2 c) | 12 | 3 | 3 | 3 | 3 | ||
Customer requirements | 3.2.3 | 5 | 1 | 1 | 2 | 1 | |
Management of change | 3.2.6 b) | 4 | 1 | 0 | 3 | 0 | |
Management review | 3.3.2 | 7 | 2 | 3 | 1 | 1 | |
Measurement of customer and staff satisfaction | 3.3.3 | 9 | 3 | 3 | 2 | 1 | |
3.3.3 a) | 6 | 3 | 3 | 0 | 0 | ||
3.3.3 b) | 10 | 3 | 3 | 2 | 2 | ||
3.3.3 c) | 10 | 3 | 3 | 3 | 1 | ||
3.3.3 d) | 9 | 2 | 3 | 3 | 1 | ||
Management of non-conformities | 3.3.5 | 9 | 2 | 3 | 2 | 2 | |
3.3.5 a) | 9 | 2 | 3 | 3 | 1 | ||
3.3.5 b) | 7 | 2 | 3 | 1 | 1 | ||
Preventive and corrective actions | 3.3.6 | 8 | 2 | 3 | 2 | 1 | |
3.3.6 a) | 2 | 1 | 0 | 1 | 0 | ||
3.3.6 b) | 2 | 1 | 0 | 1 | 0 | ||
Measurement of improvement in the quality management system | 3.4 | 8 | 3 | 3 | 1 | 1 | |
3.4 d) | 3 | 1 | 1 | 1 | 0 | ||
Mean RQPH score | 7 | 2.12 | 2.05 | 1.66 | 1.17 | ||
ISO 9001 14 items scored | Management commitment | 5.1 | 9 | 2 | 3 | 2 | 2 |
Customer focus | 5.2 | 6 | 1 | 2 | 2 | 1 | |
Management representative | 5.5.2 | 12 | 3 | 3 | 3 | 3 | |
Management review input | 5.6.2 | 6 | 1 | 3 | 1 | 1 | |
Management review output | 5.6.3 | 6 | 1 | 3 | 1 | 1 | |
Provision of resources | 6.1 | 6 | 2 | 1 | 2 | 1 | |
Determination of requirements related to products | 7.2.1 | 5 | 1 | 1 | 1 | 2 | |
Customer communication | 7.2.3 | 5 | 2 | 1 | 1 | 1 | |
General | 8.1 | 8 | 3 | 3 | 1 | 1 | |
Customer satisfaction | 8.2.1 | 9 | 3 | 3 | 2 | 1 | |
Data analysis | 8.4 | 7 | 2 | 2 | 2 | 1 | |
Continuous improvement | 8.5.1 | 10 | 3 | 3 | 2 | 2 | |
Corrective actions | 8.5.2 | 8 | 2 | 3 | 2 | 1 | |
Preventive actions | 8.5.3 | 8 | 2 | 3 | 2 | 1 | |
Mean ISO 9001 score | 7.5 | 2 | 2.43 | 1.71 | 1.36 | ||
Mean global score | 7.25 | 2.06 | 2.24 | 1.69 | 1.26 |
The requirements selected for improvement suggestions are shown in bold type.
*General requirements (14) and specific requirements were analysed separately (26).
†The internal functioning (employees) and the outside functioning (customers) were scored separately because they were too different and no other agreement could be found within the working group.
RQPH, Référentiel Qualité pour la Pharmacie Hospitalière.