Thesis (MSc)--Stellenbosch University, 2005. / ENGLISH ABSTRACT: Introduction: Quality assurance in Nuclear Medicine is of utmost importance in order
to ensure optimal scintigraphic results and correct patient management. A customised
Quality Management System (QMS) should be documented and implemented by
following the international guidelines set by the International Standardisation
Organization (ISO).
Materials & Methods: A Quality Control Manual (QCM), defining the departmental
quality policy, mission, vision and objectives was customised following the framework
of a tried and tested design. As ISO focuses on client satisfaction and staff harmony, the
following departmental objectives were audited in working towards the accreditation of
the Nuclear Medicine Department of Tygerberg Hospital: referring physician
satisfaction, patient satisfaction as well as staff satisfaction and harmony. Information
was collected by means of questionnaires completed by referring physicians and staff
members. One-on-one interviews were executed on patients. An international ISO
accredited Nuclear Medicine department was visited to establish the suggested path to
follow en route to successful ISO accreditation and certification.
Results: Referring physicians indicated overall satisfaction with service provision, but a
need for electronic report and image transfers seemed too dominant. The patient
satisfaction survey resulted into overall satisfaction with personal service providing, but
the provision of written and understandable information, long waiting times and
t
equipment must receive attention. Staff questionnaires indicated a general lack of
communication between different professional groups and the need for interpersonal
loyalty and team building. Improvement measures were identified to ensure the
continuous improvement of the QMS by focusing on these quality parameters.
Conclusion: The department has QA procedures in place, but does not meet all criteria
for external accreditation. In order to ensure departmental harmony and sustainability of
client and staff satisfaction, the departmental objectives in measured and improved
where needed. The successful implementation and continuous improvement of a
customised QMS, following the guidelines outlined in the QCM will lead to successful
accreditation. / AFRIKAANSE OPSOMMING: Inleiding: Die belangrikheid van kwaliteit versekering in Kerngeneeskunde vir die
versekering van optimale flikkergrafiese resultate en korrekte pasient handtering kan nie
onderskat word me. 'n Klantgerigte Kwaliteitsbeheersisteem (KBS) moet
gedokumenteer en geimplimenteer word vir die Kerngeneeskunde Departement deur die
riglyne te volg soos uiteengesit deur die Internationale Standardiserings Organisasie
(ISO).
Materiale & Metodes: 'n Kwaliteitskontrol handleiding (KB), wat die departementele
kwaliteitsbeleid, die missie en visie asook die departementele doelwitte definieer is
ontwerp en saamgestel vir die Kerngeneeskunde departement van Tygerberg Hospitaal.
Hierdie ontwerp is gebaseer op die raamwerk van 'n aanvaarde kwalteitsbeheersisteem.
ISO fokus op klante tevredenheid asook personeel harmonie en tevredenheid. Vir
hierdie rede is daar 'n tevredenheidpeiling uitgevoer op die klante en personeel in die
strewe na ISO akkreditasie en sertifikasie. Inligting was versamel deur vraelyste wat
ingevul was deur die verwysende geneeshere, pasiente en personeel.
Resultate: 'n Kwaliteitskontrole handleiding was saamgestel VIr gebruik in die
Kerngeneeskunde department. Die interne audit resultate het aangedui dat die
verwysende geneeshere tevrede is met die algehele dienslewering. Die behoefde aan
elektronies versende verlae en beelde was dominerend. Die pasient tevredenheidspeiling
het bevestig dat die pasiente tevrede is met persoonlike dienslewering, maar 'n tekort
aan verstaanbare en geskrewe inligting was geidentifiseer. Die lang wagtye en
stukkende apparaat is ook gebiede wat verbertering benodig. Algemene gebrek aan
komminukasie tussen die verskillende beroepsgroepe, die behoefte aan interpersoonlike
lojaliteit en span werk was die hoof bevindinge van die personeel tevredenheidspeiling.
Verbeterings maatreels, gefokus op hierdie departementele doelwitte, was geidentifiseer
ten eide te verseker dat die KBS voordurend verbeter en in stand gehou word.
Samevatting: Alhoewel die departement wel KB prosedures in plek het, voldoen dit nie
aan al die criteria vir eksterne akkreditasie nie. Ten einde departementele harmonie en
kliente tevredenheid te verseker, met die oog op ISO sertifikasie, moet die
departmenteIe doelwitte deurlopend gemeet en verbeter word.
| Identifer | oai:union.ndltd.org:netd.ac.za/oai:union.ndltd.org:sun/oai:scholar.sun.ac.za:10019.1/50550 |
| Date | 04 1900 |
| Creators | Eiselen, Thea |
| Contributors | Ellmann, A., Stellenbosch University. Faculty of Medicine and Health Sciences. Dept. of Medical Imaging and Clinical Oncology. Nuclear Medicine. |
| Publisher | Stellenbosch : Stellenbosch University |
| Source Sets | South African National ETD Portal |
| Language | en_ZA |
| Detected Language | English |
| Type | Thesis |
| Format | 181 p. : ill. |
| Rights | Stellenbosch University |
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