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About NKTI » Total Quality Management (TQM)


Total Quality Management (TQM)

For several years now, National Kidney and Transplant Institute has taken a trailblazing and mounting role in renal healthcare and organ transplantation in the Philippines and the rest of Asia with this, the Institute has constantly walked the path of service quality.

The Institute’s Total Quality Management advocacy was formally launched on March 28, 2001, a defining milestone in our delivery of quality healthcare. As supported by the Institute’s Quality Policy and Quality Objectives, we maintain service quality in all areas of the hospital. Quality Management is seen in all aspects of our daily operations: from the Medical, Para-Medical, Patient Safety, Infection Control and to the Nursing Services, quality permeates all activities. Incorporating the five pillars of Total Quality Management – 5S, Suggestion Scheme, Quality Circles, ISO - to our Institute has allowed us to be more responsive to the needs of our patients and their families, visitors, and express genuine concern for their utmost comfort, welfare and self-esteem.

NKTI acquired its ISO 9001 : 2000 Certification (Comprehensive Specialty Healthcare Services) in April 25, 2002, and was able to sustain its ISO certification. The Institute was able to acquire its re-certification on August 10, 2009 and has been upgraded to 9001 : 2008; and up until now, we remain the only Tertiary Government Hospital in the Philippines to attain the ISO global seal of quality standard. And just recently, NKTI achieved the “Certificate of Excellence” from the Philhealth Inc., again as a testament to NKTI’s dedication to providing quality healthcare to its patients.

As a result, we have embraced and actualized the concept of Continual Quality Improvement in our services; and we acknowledge that it is through a competent workforce with selfless teamwork, dedication, and sense of accountability that quality improvement and services quality can be achieved.

At NKTI, we make sure that your expectations from us are met and our commitment to Quality also guarantees that we will exceed your expectations.
  
 
Quality Policy

 
To fulfill the Vision-Mission of National Kidney and Transplant Institute, we shall provide the most appropriate, comprehensive, effective health care services to exceed our customers’ expectations.

Our success will be achieved through full participation of our employees at all levels of the organization guided by our Quality Objectives.

National Kidney and Transplant Institute shall commit to ensure compliance to all regulatory, statutory, environmental, and health / safety requirements of the government and other recognized world organizations like the WHO, etc.

The Quality Policy shall be communicated to and made understood by all employees through orientations, meetings, circulars, posters and other related means.

This Quality Policy shall be reviewed annually or as necessary by management to adapt to current developments / requirements through continual improvement.
 

Quality Objectives

 
The objectives of the Quality Assurance Program of National Kidney and Transplant Institute is the preservation and enhancement of the high quality patient-centered care by ensuring that :

  • HUMAN RESOURCES have optimum skills and competencies.
  • TECHNOLOGY and FACILITIES are state-of-the-art and properly maintained.
  • SERVICES are delivered in the safest and most efficient manner.
  • SYSTEMS are effective, well-defined and continually improved to meet customer requirements.
  • AFFORDABILITY shall not compromise the cost of QUALITY.
  • REQUIREMENTS OF INTERESTED PARTIES shall be observed with maximum compliance at all times.


 Above-mentioned Quality Objectives are inspired by the following CORE VALUES of TOTAL QUALITY MANAGEMENT :

  • “Customer-First” Attitude
  • Commitment and participation by everyone
  • Competence Development
  • Prevention
  • Continuous Improvement
  • Fast Response
  • Management by Fact