Quality assurance system using ISO 9000 series standards to improve the effectiveness and efficacy of the Headache Centre

The need to improve the quality of patient care is becoming extremely important considering the high prevalence, social and personal impact of headache disorders in the population at large. We describe implementation of International Organization for Standardization (ISO) 9000 quality assurance standards to improve the organization and the quality of medical care provided by an Italian Headache Center. Standards of care have been defined and explicitated to patients, general pratictioners and consultant collegues. Adherence to standards was monitored. The process of care provided by the headache center were evaluated and riorganized within the multispecialty department of the hospital and between general pratictioners who generally refer patients. Most risky activities were procedured. Criteria for shortening waiting list were defined in such a way that a general pratictioner should be able to refer a patients accordingly a priority of different urgency. Availability and convenience of specialists for consultations and facilities for diagnostic testing were planned also for outpatients. Teaching course for general pratictioners dedicated to the main issues in headache diagnosis and treatment had been programmed. Patients satisfaction was periodically monitored by a self report questionairre.