ISO Quality Management Certificate ISO stands for International Organisation for Standardization. ISO 9001: 2000 represents the code for international standardization for quality management. An organisation possessing this certificate is generally recognized worldwide as one which boasts a considerable degree of standard in the quality of its management. This is an honour in the field of management. An organisation's efficient functioning depends on a completely effective system of management, which clearly states the organization structure and hierarchy, each department’s jobs and responsibilities, and reasonable and stable methods of operations. These will prevent shortages of manpower or decline in operational capability due to personnel changes. As a medical service provider for fifty years, Chung Hwa Free Clinic strives to integrate modern management techniques to raise the overall service level and provide more complete TCM services, so as to handle the rising needs of patients. Such is the intention for applying the ISO 9001: 2000. After various discussions by the previous committee, it was decided in August 2001 to formally begin the application process. The original goal of achieving the ISO status within 4 months was delayed due to the election of the new executive committee of the SCPA, and the expansion cum renovation of Chung Hwa Free Clinic building which caused a halt to outpatient services. The application process resumed after the new Chung Hwa Free Clinic committee was elected this March. The quality management system, based on the ISO 9001: 2000 International Standardisation, is evaluated using “Quality Manual”, “Quality Procedures” and other documents like forms and documentations. Thus the first step to forming a quality management system is to set about formulating the quality manual and a set of quality procedures. To ensure the feasibility and suitability of the quality manual and quality procedures, it is important not to damage the completeness of the treatment system. After numerous discussions, verification, standardization and addition on existing forms and records to ensure that all documents conform to the actual operation of Chung Hwa Free Clinic and satisfy the requirement of ISO, the finalized copies of the quality manuals were distributed to various department heads and staff. At the same time, focal training is given to department heads to ensure they are thoroughly conversant with all procedures and requirements of the department they are in charge of. They will then train the staff under their charge. The training for physicians is much easier due to the computerization of the whole outpatient consultation process, from verifying the patient’s identity, consultation with physicians, recording of medical cases, consumption of medicine to saving all information into the database. With the help of the computer, other information like safety amount for drug consumption can also be altered as and when needed. Thus on a physicians’ meeting on 16 June, Chung Hwa Free Clinic’s aim and procedure for applying the ISO 9001: 2000 were explicitly expounded, with the standardized consultation processes and other important matters clearly presented in written form for all to refer. With the completion of the documentation system, the quality system went on trail with the aim of testing the effectiveness and cohesiveness of the new documents, and revising unsatisfactory parts. Under the assistance of a consultant firm, a complete internal systems check was done. Corrections were made to problems discovered during an assessment by the management level. After changes supervised by the department heads, further checks were done by internal rectification groups. On July 30th and 31st, an attestation firm, the European Quality Assurance Private Limited was invited to carry out an assessment of the quality management system at Chung Hwa Free Clinic. After a day and a half of relaxed but stringent assessment, the long-awaited result was announced: the assessment passed! That afternoon, the working committee celebrated the fruits of months of preparations and hard work at the staff lounge with 2 bottles of champagne sponsored by the clinic’s director. Chung Hwa Free Clinic’s ISO 9001: 2000 quality management system is the marriage of the current work practices in Chung Hwa Free Clinic and the requirements of the ISO 9001: 2000. Basically, it consists of 3 major procedures, divided into smaller ones for easy implementation and revision: 1. Medical treatment services:  This is a crucial procedure, from getting the queue number, allocation of physician, physician’s diagnosis, prescription of drugs, payment to dispensing of drugs. This whole procedure has been standardized by the computer system. 2. Resources management:  This is to ensure all essential resources to supplement our medical treatment services are available. These include a safe, comfortable and clean working and consultation environment; all medical equipment and tools are readily available, dependable and adhere to safety and health standards; staff are fully competent and have been through specialized training; all purchases of drugs, equipment and tools are done stringently to ensure their quality etc. 3. Assess, analyze and improve:  This section deals with how the management discovers problems through surveying patients, internal checks etc so as to establish preventive measures and make changes. Chung Hwa Free Clinic’s quality policy has been revised after numerous discussions: promote TCM and Chinese drugs, raise the level of Chinese medical studies, enhance Chinese medical research, provide comprehensive medical treatment. “Sincere and charitable service” is also adopted as the staff’s working motto. ISO 9001: 2000 quality management system is a “policy-implementation-assessment-improvement” periodical cycle. Its usage allows us to utilize resources more effectively and increase work efficiency. With personnel in charge at various levels and positions, there will be no confusion of duties. Assessments, inquiries and analysis will help the management discover problems early, solve them and adopt preventive measures. A clear goal will also gear the whole system towards achieving greater heights. The ISO quality management system has to be able to self-appraise and satisfy the needs of consumers, namely the patients. Thus, being warded the ISO certificate at the clinic’s 50th anniversary is very meaningful and marks a new chapter in the clinic’s history. This honour is also our promise to the public. We are confident of realizing our status as an effectively managed organization!