20 years of ISO 9001 certification: a sustained commitment to quality and the pursuit of excellence

The Foundation obtained this certification for the first time in February 2006 and has maintained it uninterruptedly ever since through annual audits and periodic recertification processes.

What is ISO 9001 certification?

ISO 9001 is an international standard that sets out the requirements for implementing a quality management system. In the case of the Foundation, this system makes it possible to:

• Properly manage organisational risks, with strong commitment from senior management.
• Work systematically towards continuous improvement, with ongoing monitoring and evaluation throughout the year.
• Ensure the satisfaction of patients, users and other interested parties.
• Operate based on clearly defined processes (strategic, operational and support), using standardised procedures, protocols and documentation.
• A system that brings structure, improvement and prestige

Holding ISO 9001 certification is a tangible demonstration of the Foundation’s commitment to quality and, at the same time, enhances its credibility and prestige, both institutionally and among patients, collaborators and donors.

The quality system requires regular analysis and review of the organisation’s context, using tools such as SWOT analysis, risk assessment and the identification of interested parties, as well as the definition and evaluation of annual plans. In addition, it fosters a culture of continuous improvement through annual audits, quality reports, monitoring of strategic indicators and the definition of shared quality objectives.

All of this translates into standardised procedures and protocols that are applied transversally across all areas of the Foundation: healthcare, research, finance, communication, education, systems, talent management and stakeholder satisfaction.

From theory to practice: clear and documented processes

The application of ISO 9001 is based on a very clear principle: doing what has been defined and leaving evidence of it. All processes are documented, kept up to date and audited.

One example is the experience of a professional at the Foundation, from onboarding to departure. The process includes everything from the publication of the job vacancy and recruitment, to induction, initial training, participation in surveys and internal training, incident management and, finally, offboarding with a final evaluation survey. All stages follow established and traceable protocols.

Indicators to measure effectiveness

The effectiveness of the quality management system is measured using multiple indicators, as any aspect can be assessed and improved. These include, among others:

• Annual quality objectives
• Process indicators
• Internal and external audits
• Internal incidents
• Patient complaints and suggestions
• Satisfaction surveys for professionals, patients, suppliers, course attendees and other groups

This continuous monitoring makes it possible to identify opportunities for improvement and to strengthen what is already working well.

20 years of shared effort

Reaching 20 years of ISO 9001 certification — and doing so with excellent results — is not the result of chance, but of the constant and coordinated work of all the people who make up the Foundation.

Like an orchestra, each area and each professional plays a key role in ensuring the whole works in harmony. When all processes are aligned, the result is a solid, efficient organisation oriented towards excellence. On this occasion once again, the auditors continue to recognise the good work carried out.