The International Society for
Quality in Health Care (ISQua) –
Guidelines
ISQua
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(ISQua) launched its International Accreditation
Program in 1999. The program provides:
Accreditation of healthcare external evaluation
organisations
Accreditation of healthcare standards that meet
its international principles for such standards
Accreditation of training programs for training
surveyors/assessors/auditors.
Framework for Standards
The standards have been grouped into
functions
 The functions are:
A) Leadership
B) Support Services
C) Service Delivery
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Guidance
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Guidance is provided to help interpret the criteria in
the Standards and is not intended to specify
requirements that must be complied with.
It provides examples that could meet the criteria
and could be adapted locally.
Achievement of a criterion is assessed on the basis
of local relevance and whether the organisation has
taken steps that conform to the intent of the
criterion.
FUNCTION A: LEADERSHIP
1.0 Governance
The organisation is responsibly governed to meet its defined
purposes and objectives.
2.0 Strategic, Operational and Financial Management
The organisation is effectively managed to meet its strategic
operational and financial objectives.
3.0 Risk Management and Performance Improvement
Risks and opportunities to improve are identified and
managed to deliver safe quality services.
FUNCTION B: SUPPORT SERVICES
4.0 Human Resources Management
Staff planning and management support the organisation’s
objectives and staff are supported to deliver quality
services.
5.0 Information Management
Information management supports the business objectives
FUNCTION C: SERVICE DELIVERY
6.0 Assessor Management
Assessor planning, selection and management support the
delivery of a high quality assessment service to participating
organisations.
7.0 Assessment Management The external evaluation
programs are consistent with the organisation’s objectives,
facilitate objective and consistent decision making and meet the
needs of participating organisations and other stakeholders.
8.0 Accreditation or Certification Awards
The processes for determination, awarding and maintenance of
Accreditation are objective, consistent and meet the
organisation’s objectives.
Governance Criteria
1.1 A clear vision and purpose or mission
1.2 A defined set of values
1.3 All decision-making and behaviour are guided by
an explicit set of ethical principles
1.4 Governing body responsibilities.
1.5 Legal entity, impartiality
1.6 Role description.
1.7 Terms of reference, appointment and Authority
1.8 Governing body orientation, education
1.9 Relationships with stakeholders
1.10 Governance evaluation
Strategic, Operational and Financial
Management Criteria
2.1 Chief executive responsabilites, objectives
2.2 Management arrangements
2.3 Contracting
2.4 Strategic planning
2.5 Operating plan
2.6 Financial and resource planning
2.7 Financial system
2.8 Financial & asset control
2.9 Evaluation
Risk Management & Performance
Improvement Criteria
3.1 Risk management planning
3.2 Risk reporting
3.3 Performance improvement system
3.4 Performance monitoring processes
3.5 Quality cycle
3.6 Policies and procedures
3.7 Document control
3.8 Complaints procedures
3.9 Evaluation
Human Resources Management Criteria
4.1 Staff planning
4.2 Recruitment and selection
4.3 Orientation and training
4.4 Training and development
4.5 Performance appraisal
4.6 Workplace issues
4.7 Personnel records
4.8 Health work procedures
4.9 Staff health and safety
4.10 Evaluation
Information Management Criteria
5.1 Planning
5.2 Data management
5.3 Technology management systems
5.4 Data recovery
5.5 Design of information/education materials
5.6 Resource material accuracy
5.7 Defined production standards for information
& education materials
5.8 Feedback from users of materials
5.9 Evaluation
Assessor Management Criteria
6.1 Assessor planning
6.2 Selection and appointment
6.3 Assessor contract or agreement
6.4 Orientation
6.5 New assessor competence
6.6 Skill development
6.7 Performance review
6.8 Assessor records
6.9 Evaluation
Assessment Management Criteria
7.1 Program development
7.2 Entry into program
7.3 Participating organisation relationships
7.4 Client education and information
7.5 Selection of assessment team
7.6 Assessment planning
7.7 Timetable of assessment
7.8 Conduct of assessment
7.9 Assessment reporting
7.10 Review processes and guidelines
7.11 Evaluation
Accreditation or Certification Awards Criteria
8.1 Entry into the program
8.2 Outcome of assessment, accreditation/ certification
award
8.3 Accreditation certificate
8.4 Review and appeals process
8.5 Monitoring of outcomes
8.6 Maintenance of standards
8.7 Follow-up of concerns, issues
8.8 Use of certificate, logo
8.9 Public information, certificate
8.10 Assessment records
8.11 Evaluation