Enhancing Customer Satisfaction through Systematic Management of Safety and Service First Medical Institution in the World with over 2,000 Beds to be Accredited by JCI Severance Hospital has become the first medical institution in Korea to be accredited by the JCI (Joint Commission International), which is known for its rigorously high standards in evaluating medical service providers throughout the world. Through this accreditation, Severance has now joined the ranks of the world's best medical service providers. JCI's announcement came after a series of field surveys that began last March, from which it concluded that Severance has achieved considerable growth in the areas of patient safety and medical service, owing to its outstanding facilities and the dedication of its staff. JCI accreditation is the world’s important in determining whether a medical service provider systematically manages the quality of its medical service as well as the safety of its patients by preventing risk factors and enhancing the examination process. JCI evaluation is based solely on medical aspects. A close examination of all sectors is done in order to insure that all efforts are being made to prevent medical accidents such as medication prescription errors or mistakes. The evaluation team gives a short presentation on what the day’s evaluations will be on, and then immediately moves to the evaluation scene. A patient is selected and every single step the patient takes is monitored in order to evaluate the medical and administrative staff. The JCI is an international organization established in 1994 by JCAHO (Joint Commission on Accreditation of Healthcare Organizations), a non-profit organization that evaluates medical institutions in the U.S. JCAHO accreditation is highly trusted in the U.S. and is the first factor that is considered by private medical insurance companies when signing contracts with hospitals. General Director Park Chang-il of Severance Hospital explained, Added to the fact that we have our origins from the first modern hospital in Korea is the pride that we are the first institution in Korea to be accredited globally. Following this accreditation of our patient safety and medical service, we will strive to provide an even better environment for our patients. As of July 2007, a total of 125 institutions from 25 countries have received JCI accreditation: 49 in Europe, two in Africa, nine in South America, and 65 in Asia. In the Asia, only the leading hospitals of each country have been selected by JCI. Severance Hospital aims to become the best provider of medical service in Asia. It seems that Severance has moved one step closer to its goal through the JCI accreditation. What the JCI Accreditation Means for Severance 1. Korea’ s First Global Standard Hospital, Only Hospital with over 2,000 Beds Among JCI Accredited Institutions Severance is not only the first global standard hospital in Korea but also the first hospital in the world with over 2,000 beds which has received JCI accreditation. Because large hospitals generally find it more difficult to change and reform their systems, the JCI evaluation teams were extremely impressed during their evaluation of Severance. 2. Strong Global Standards Lead to Strong Reliability Many patients worldwide look for JCI accreditation when selecting medical institutions. The JCI standards are comprised of 368 sections in 11 areas including accessibility of services, rights of patients and family members, preventing and managing infection, safe facilities, and staff qualifications. Of these 368 sections, the conditions of the basic 197 must be met in order to be accredited. Under the 368 sections are 1,033 items each. If the conditions of even one item are not met, accreditation is not given. Severance successfully passed this rigorous examination. 3. Safety of Patients and Medical Staff Zero hospital infections, zero medical accidents. Severance created 76 new regulations in preparation for the JCI evaluation. Efforts to prevent medical accidents and infections that put the lives of patients at risk were made, including marking areas for surgery, surgery-room time-outs, mandatory use of protective equipment, and a new central sterilization system. 4. 24-hour Medical Emergency Service Severance opened a CPR Education Center and all faculty and staff were given CPR training. To those that completed a training program, an official certificate of completion and a red CPR sticker were given. Throughout the hospital, AED (Automated External Defibrilator) systems have been set up and marked with a red heart. New emergency carts which allow all emergency treatments to be performed with the help of an E-box in emergency situations are also available in various locations. 5. Preparing for Accidents or Natural Disasters/ Communicating with Patients Severance Hospital provides simulation training in preparation for emergency situations including major accidents, natural disasters, or hospital fires. For example, in the new-born room, there are kangaroo pouches which allow one nurse to carry four babies in case of emergency evacuations. Also, the hospital sign system was reestablished so that two emergency exit signs are visible from any location in the hospital. The communication system has been improved to facilitate communication with the disabled, elderly, or other patients with special needs.