Reforming Public Administration
The Main Subsystems Involved in
Defining the Quality Management System in a Hospital
Dobrea Valentina Alina
Abstract: The hospital is t he most important organization in health field, so they ha ve to improve the quality
in all the activities deployed. A very suitable way to show the hospita l’s preoccupation for quality of health
services is the quality management system c ertificate according ISO 9001/2000. In un derstanding the
architecture of the hospital quality management system is neces sary to decompose this system in subsystems
and analyze each separately: the managerial subsystem, the human subsystem, the social subsystem, the
technical subsystem, the infor mative subsystem. The relationship between those s ubsystems leads to the
continuous improvement of quality in health services.
Keywords: quality; management; hospital; health services.
If we are to take organization as an open system, which function as a cell, in its entire complexity, we may
say that at quality’s execution participate all the actors, activities and hierarchies. In order to understand the
architecture of the quality management system in a hospital, it is necessary to decompose it in subsystems
and analyze them separately: the managerial subsystem, the human subsystem, the social subsystem, the
technical subsystem, the informative subsystem, the computerized subsystem.
The Human Subsystem
The success of an organization in the competitive field of market economy is greatly determined by the
human factor. The human subsystem consists of all the employees of the sanitary organization, no matter
their hierarchic level, because they use procedures in the development of their activities and it is very
important for them to be involved in the assurance of the quality. The adequate mentality regarding quality
must be internalized by all the employees, no matter their hierarchic level, from the top management to the
operative one. This is possible only if the staff is properly motivated.
Identifying the sources for staff motivation involves for the manager to know the level on which, at a
certain moment and from the point of view of satisfying certain types of needs, its employees/subordinators
stand. The way which to be taken by the manager can be successful only if he systematically combines two
• the method based on the material component – refers to the pecuniary aspect, which is the
• the method based on the moral component – it is based on the appliance of some moral stimulus
(such as: the celebration of a personal event, with the participation of the entire collective, results’
appreciation by the manager).