Healthcare organization management -- Vocabulary

This document defines terms used in healthcare organization management.

Gestion de l'organisation des soins de santé -- Vocabulaire

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Status
Published
Publication Date
16-Aug-2020
Current Stage
5060 - Close of voting Proof returned by Secretariat
Start Date
01-Jul-2020
Completion Date
01-Jul-2020
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INTERNATIONAL ISO
STANDARD 22886
First edition
2020-08
Healthcare organization
management — Vocabulary
Gestion de l'organisation des soins de santé — Vocabulaire
Reference number
ISO 22886:2020(E)
ISO 2020
---------------------- Page: 1 ----------------------
ISO 22886:2020(E)
COPYRIGHT PROTECTED DOCUMENT
© ISO 2020

All rights reserved. Unless otherwise specified, or required in the context of its implementation, no part of this publication may

be reproduced or utilized otherwise in any form or by any means, electronic or mechanical, including photocopying, or posting

on the internet or an intranet, without prior written permission. Permission can be requested from either ISO at the address

below or ISO’s member body in the country of the requester.
ISO copyright office
CP 401 • Ch. de Blandonnet 8
CH-1214 Vernier, Geneva
Phone: +41 22 749 01 11
Email: copyright@iso.org
Website: www.iso.org
Published in Switzerland
ii © ISO 2020 – All rights reserved
---------------------- Page: 2 ----------------------
ISO 22886:2020(E)
Contents Page

Foreword ........................................................................................................................................................................................................................................iv

Introduction ..................................................................................................................................................................................................................................v

1 Scope ................................................................................................................................................................................................................................. 1

2 Normative references ...................................................................................................................................................................................... 1

3 Terms and definitions ..................................................................................................................................................................................... 1

3.1 Terms related to people .................................................................................................................................................................. 1

3.2 Terms related to organization.................................................................................................................................................... 2

3.3 Terms related to activity ................................................................................................................................................................. 3

3.4 Terms related to process ................................................................................................................................................................ 3

3.5 Terms related to system .................................................................................................................................................................. 4

3.6 Terms related to requirement .................................................................................................................................................... 6

3.7 Terms related to result ..................................................................................................................................................................... 6

3.8 Terms related to information ..................................................................................................................................................... 7

3.9 Terms related to management................................................................................................................................................... 8

3.10 Terms related to monitoring, evaluation and review ............................................................................................ 8

3.11 Terms related to health and healthcare activity ......................................................................................................... 9

Bibliography .............................................................................................................................................................................................................................11

© ISO 2020 – All rights reserved iii
---------------------- Page: 3 ----------------------
ISO 22886:2020(E)
Foreword

ISO (the International Organization for Standardization) is a worldwide federation of national standards

bodies (ISO member bodies). The work of preparing International Standards is normally carried out

through ISO technical committees. Each member body interested in a subject for which a technical

committee has been established has the right to be represented on that committee. International

organizations, governmental and non-governmental, in liaison with ISO, also take part in the work.

ISO collaborates closely with the International Electrotechnical Commission (IEC) on all matters of

electrotechnical standardization.

The procedures used to develop this document and those intended for its further maintenance are

described in the ISO/IEC Directives, Part 1. In particular, the different approval criteria needed for the

different types of ISO documents should be noted. This document was drafted in accordance with the

editorial rules of the ISO/IEC Directives, Part 2 (see www .iso .org/ directives).

Attention is drawn to the possibility that some of the elements of this document may be the subject of

patent rights. ISO shall not be held responsible for identifying any or all such patent rights. Details of

any patent rights identified during the development of the document will be in the Introduction and/or

on the ISO list of patent declarations received (see www .iso .org/ patents).

Any trade name used in this document is information given for the convenience of users and does not

constitute an endorsement.

For an explanation of the voluntary nature of standards, the meaning of ISO specific terms and

expressions related to conformity assessment, as well as information about ISO's adherence to the

World Trade Organization (WTO) principles in the Technical Barriers to Trade (TBT), see www .iso .org/

iso/ foreword .html.

This document was prepared by Technical Committee ISO/TC 304, Healthcare organization management.

Any feedback or questions on this document should be directed to the user’s national standards body. A

complete listing of these bodies can be found at www .iso .org/ members .html.
iv © ISO 2020 – All rights reserved
---------------------- Page: 4 ----------------------
ISO 22886:2020(E)
Introduction

This document has been developed to help facilitate a common understanding of and maintain

consistency in fundamental vocabulary in healthcare organization management standards.

This document is intended to be used by:
— healthcare management practitioners;
— academic professionals and students;
— developers of related standards;
— stakeholders in organizations, regardless of organizational size and type;
— others interested in the management of healthcare organizations.
© ISO 2020 – All rights reserved v
---------------------- Page: 5 ----------------------
INTERNATIONAL STANDARD ISO 22886:2020(E)
Healthcare organization management — Vocabulary
1 Scope
This document defines terms used in healthcare organization management.
2 Normative references
There are no normative references in this document.
3 Terms and definitions

ISO and IEC maintain terminological databases for use in standardization at the following addresses:

— ISO Online browsing platform: available at https:// www .iso .org/ obp
— IEC Electropedia: available at http:// www .electropedia .org/
3.1 Terms related to people
3.1.1
top management

person or group of people who directs and controls an organization (3.2.1) at the highest level

Note 1 to entry: Top management has the power to delegate authority and provide resources within the

organization.

Note 2 to entry: If the scope of the management system covers only part of an organization, then top management

refers to those who direct and control that part of the organization.
3.1.2
involvement
taking part in an activity, event or situation
3.1.3
engagement

involvement (3.1.2) in, and contribution to, activities to achieve shared objectives (3.5.13)

3.1.4
patient
person seeking to receive or receiving healthcare (3.11.2)
Note 1 to entry: A patient is a healthcare customer.
3.1.5
inpatient
patient (3.1.4) admitted to a hospital
3.1.6
outpatient
patient (3.1.4) not admitted to a hospital

Note 1 to entry: to entry. This definition also includes patients attending an outpatient clinic.

© ISO 2020 – All rights reserved 1
---------------------- Page: 6 ----------------------
ISO 22886:2020(E)
3.1.7
patient need

essential element of patient (3.1.4) care resulting from the condition of the patient, requiring medical

attention
3.1.8
patient expectation

belief of what will happen before, during and after a healthcare (3.11.2) experience

3.1.9
patient perception
patient (3.1.4) belief or opinion
3.1.10
clinician
person providing clinical (3.11.6) care
Note 1 to entry: Providers can be authorized or unauthorized.
3.1.11
human factor
physical or cognitive characteristics, or social behaviour, of a person
3.1.12
staff
persons who work for and within an organization (3.2.1)

Note 1 to entry: Representatives can include family members, friends, mental health advocate, guardian, etc.

3.1.13
interested party
stakeholder

person or organization (3.2.1) that can affect, be affected by, or perceive itself to be affected by a

decision or activity
3.1.14
customer

person or organization (3.2.1) that could or does receive a product (3.5.14) or a service (3.5.15) that is

intended for or required by this person or organization
Note 1 to entry: A customer can be internal or external to the organization
3.1.15
provider
supplier
organization (3.2.1) that provides a product (3.5.14) or a service (3.5.15)
Note 1 to entry: A provider can be internal or external to the organization.

Note 2 to entry: In a contractual situation, a provider is sometimes called “contractor.”

3.2 Terms related to organization
3.2.1
organization

person or group of people that has its own functions with responsibilities, authorities and relationships

to achieve its objectives (3.5.13)

Note 1 to entry: The concept of organization includes, but is not limited to, sole-trader, company, corporation,

firm, enterprise, authority, partnership, association, charity or institution, or part or combination thereof,

whether incorporated or not, public or private.
2 © ISO 2020 – All rights reserved
---------------------- Page: 7 ----------------------
ISO 22886:2020(E)
3.2.2
healthcare organization

organization (3.2.1) involved in the direct or indirect provision of healthcare (3.11.2)

3.3 Terms related to activity
3.3.1
improvement
activity to enhance performance
Note 1 to entry: The activity can be recurring or singular.
3.3.2
project

unique process (3.4.1), consisting of a set of coordinated and controlled activities with start and finish

dates, undertaken to achieve an objective (3.5.13) conforming to specific requirements (3.6.1), including

the constraints of time, cost and resources
3.3.3
procedure
specified way to carry out an activity or a process (3.4.1)
3.3.4
outsource (verb)

make an arrangement where an external organization (3.2.1) performs part of an organization’s

function or process (3.4.1)
3.4 Terms related to process
3.4.1
process

set of interrelated or interacting activities that use inputs to deliver an intended result

Note 1 to entry: Process to deliver healthcare service to, or on behalf of, a patient based on evidence of

effectiveness.
3.4.2
object
entity
item
anything perceivable or conceivable
Note 1 to entry: an object can be a service, a thing, a person or anything else.
3.4.3
quality

degree to which a set of inherent characteristics of an object (3.4.2) fulfils requirements (3.6.1)

Note 1 to entry: The term “quality” can be used with adjectives such as poor, good or excellent.

Note 2 to entry: “Inherent”, as opposed to “assigned”, means existing in the object.

Note 3 to entry: Quality healthcare is the fulfilment of indicated healthcare requirements and the achievement of

intended results.
3.4.5
grade
category or rank given to different requirements (3.6.1)
© ISO 2020 – All rights reserved 3
---------------------- Page: 8 ----------------------
ISO 22886:2020(E)
3.4.6
good practice in healthcare
method that has proven to be effective and produce satisfactory results
3.4.7
staffing
process (3.4.1) that assigns people to
...

INTERNATIONAL ISO
STANDARD 22886
First edition
Healthcare organization
management — Vocabulary
Gestion de l'organisation des soins de santé — Vocabulaire
PROOF/ÉPREUVE
Reference number
ISO 22886:2020(E)
ISO 2020
---------------------- Page: 1 ----------------------
ISO 22886:2020(E)
COPYRIGHT PROTECTED DOCUMENT
© ISO 2020

All rights reserved. Unless otherwise specified, or required in the context of its implementation, no part of this publication may

be reproduced or utilized otherwise in any form or by any means, electronic or mechanical, including photocopying, or posting

on the internet or an intranet, without prior written permission. Permission can be requested from either ISO at the address

below or ISO’s member body in the country of the requester.
ISO copyright office
CP 401 • Ch. de Blandonnet 8
CH-1214 Vernier, Geneva
Phone: +41 22 749 01 11
Email: copyright@iso.org
Website: www.iso.org
Published in Switzerland
ii PROOF/ÉPREUVE © ISO 2020 – All rights reserved
---------------------- Page: 2 ----------------------
ISO 22886:2020(E)
Contents Page

Foreword ........................................................................................................................................................................................................................................iv

Introduction ..................................................................................................................................................................................................................................v

1 Scope ................................................................................................................................................................................................................................. 1

2 Normative references ...................................................................................................................................................................................... 1

3 Terms and definitions ..................................................................................................................................................................................... 1

3.1 Terms related to people .................................................................................................................................................................. 1

3.2 Terms related to organization.................................................................................................................................................... 2

3.3 Terms related to activity ................................................................................................................................................................. 3

3.4 Terms related to process ................................................................................................................................................................ 3

3.5 Terms related to system .................................................................................................................................................................. 4

3.6 Terms related to requirement .................................................................................................................................................... 6

3.7 Terms related to result ..................................................................................................................................................................... 6

3.8 Terms related to information ..................................................................................................................................................... 7

3.9 Terms related to management................................................................................................................................................... 8

3.10 Terms related to monitoring, evaluation and review ............................................................................................ 8

3.11 Terms related to health and healthcare activity ......................................................................................................... 9

Bibliography .............................................................................................................................................................................................................................11

© ISO 2020 – All rights reserved PROOF/ÉPREUVE iii
---------------------- Page: 3 ----------------------
ISO 22886:2020(E)
Foreword

ISO (the International Organization for Standardization) is a worldwide federation of national standards

bodies (ISO member bodies). The work of preparing International Standards is normally carried out

through ISO technical committees. Each member body interested in a subject for which a technical

committee has been established has the right to be represented on that committee. International

organizations, governmental and non-governmental, in liaison with ISO, also take part in the work.

ISO collaborates closely with the International Electrotechnical Commission (IEC) on all matters of

electrotechnical standardization.

The procedures used to develop this document and those intended for its further maintenance are

described in the ISO/IEC Directives, Part 1. In particular, the different approval criteria needed for the

different types of ISO documents should be noted. This document was drafted in accordance with the

editorial rules of the ISO/IEC Directives, Part 2 (see www .iso .org/ directives).

Attention is drawn to the possibility that some of the elements of this document may be the subject of

patent rights. ISO shall not be held responsible for identifying any or all such patent rights. Details of

any patent rights identified during the development of the document will be in the Introduction and/or

on the ISO list of patent declarations received (see www .iso .org/ patents).

Any trade name used in this document is information given for the convenience of users and does not

constitute an endorsement.

For an explanation of the voluntary nature of standards, the meaning of ISO specific terms and

expressions related to conformity assessment, as well as information about ISO's adherence to the

World Trade Organization (WTO) principles in the Technical Barriers to Trade (TBT) see www .iso .org/

iso/ foreword .html.

This document was prepared by Technical Committee ISO/TC 304, Healthcare organization management.

Any feedback or questions on this document should be directed to the user’s national standards body. A

complete listing of these bodies can be found at www .iso .org/ members .html.
iv PROOF/ÉPREUVE © ISO 2020 – All rights reserved
---------------------- Page: 4 ----------------------
ISO 22886:2020(E)
Introduction

This document has been developed to help facilitate a common understanding of and maintain

consistency in fundamental vocabulary in healthcare organization management standards.

This document is intended to be used by:
— healthcare management practitioners;
— academic professionals and students;
— developers of related standards;
— stakeholders in organizations, regardless of organizational size and type;
— others interested in the management of healthcare organizations.
© ISO 2020 – All rights reserved PROOF/ÉPREUVE v
---------------------- Page: 5 ----------------------
INTERNATIONAL STANDARD ISO 22886:2020(E)
Healthcare organization management — Vocabulary
1 Scope
This document defines terms used in healthcare organization management.
2 Normative references
There are no normative references in this document.
3 Terms and definitions
For the purposes of this document, the following terms and definitions apply.

ISO and IEC maintain terminological databases for use in standardization at the following addresses:

— ISO Online browsing platform: available at https:// www .iso .org/ obp
— IEC Electropedia: available at http:// www .electropedia .org/
3.1 Terms related to people
3.1.1
top management

person or group of people who directs and controls an organization (3.2.1) at the highest level

Note 1 to entry: Top management has the power to delegate authority and provide resources within the

organization.

Note 2 to entry: If the scope of the management system covers only part of an organization, then top management

refers to those who direct and control that part of the organization.
3.1.2
involvement
taking part in an activity, event or situation
3.1.3
engagement

involvement (3.1.2) in, and contribution to, activities to achieve shared objectives (3.5.13)

3.1.4
patient
person seeking to receive or receiving healthcare (3.11.2)
Note 1 to entry: A patient is a healthcare customer.
3.1.5
inpatient
patient (3.1.4) admitted to a hospital
3.1.6
outpatient
patient (3.1.4) not admitted to a hospital

Note 1 to entry: to entry. This definition also includes patients attending an outpatient clinic.

© ISO 2020 – All rights reserved PROOF/ÉPREUVE 1
---------------------- Page: 6 ----------------------
ISO 22886:2020(E)
3.1.7
patient need

essential element of patient (3.1.4) care resulting from the condition of the patient, requiring medical

attention
3.1.8
patient expectation

belief of what will happen before, during and after a healthcare (3.11.2) experience

3.1.9
patient perception
patient (3.1.4) belief or opinion
3.1.10
clinician
person providing clinical (3.11.6) care
Note 1 to entry: Providers can be authorized or unauthorized.
3.1.11
human factor
physical or cognitive characteristics, or social behaviour, of a person
3.1.12
staff
persons who work for and within an organization (3.2.1)

Note 1 to entry: Representatives can include family members, friends, mental health advocate, guardian, etc.

3.1.13
interested party
stakeholder

person or organization (3.2.1) that can affect, be affected by, or perceive itself to be affected by a

decision or activity
3.1.14
customer

person or organization (3.2.1) that could or does receive a product (3.5.14) or a service (3.5.15) that is

intended for or required by this person or organization
Note 1 to entry: A customer can be internal or external to the organization
3.1.15
provider
supplier
organization (3.2.1) that provides a product (3.5.14) or a service (3.5.15)
Note 1 to entry: A provider can be internal or external to the organization.

Note 2 to entry: In a contractual situation, a provider is sometimes called “contractor.”

3.2 Terms related to organization
3.2.1
organization

person or group of people that has its own functions with responsibilities, authorities and relationships

to achieve its objectives (3.5.13)

Note 1 to entry: The concept of organization includes, but is not limited to, sole-trader, company, corporation,

firm, enterprise, authority, partnership, association, charity or institution, or part or combination thereof,

whether incorporated or not, public or private.
2 PROOF/ÉPREUVE © ISO 2020 – All rights reserved
---------------------- Page: 7 ----------------------
ISO 22886:2020(E)
3.2.2
healthcare organization

organization (3.2.1) involved in the direct or indirect provision of healthcare (3.11.2)

3.3 Terms related to activity
3.3.1
improvement
activity to enhance performance
Note 1 to entry: The activity can be recurring or singular.
3.3.2
project

unique process (3.4.1), consisting of a set of coordinated and controlled activities with start and finish

dates, undertaken to achieve an objective (3.5.13) conforming to specific requirements (3.6.1), including

the constraints of time, cost and resources
3.3.3
procedure
specified way to carry out an activity or a process (3.4.1)
3.3.4
outsource (verb)

make an arrangement where an external organization (3.2.1) performs part of an organization’s

function or process (3.4.1)
3.4 Terms related to process
3.4.1
process

set of interrelated or interacting activities that use inputs to deliver an intended result

Note 1 to entry: Process to deliver healthcare service to, or on behalf of, a patient based on evidence of

effectiveness.
3.4.2
object
entity
item
anything perceivable or conceivable
Note 1 to entry: an object can be a service, a thing, a person or anything else.
3.4.3
quality

degree to which a set of inherent characteristics of an object (3.4.2) fulfils requirements (3.6.1)

Note 1 to entry: The term “quality” can be used with adjectives such as poor, good or excellent.

Note 2 to entry: “Inherent”, as opposed to “assigned”, means existing in the object.

Note 3 to entry: Quality healthcare is the fulfilment of indicated healthcare requirements and the achievement of

intended results.
3.4.5
grade
category or rank given to different requirements (3.6.1)
© ISO 2020 – All rights reserved PROOF/ÉPREUVE 3
---------------------- Page: 8 ----------------------
ISO 22886:2020(E)
3.4.6
good practice in healthcare
method that has proven to be effective and produce satisfactory results
3.4.7
staffing
process (3
...

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