Purpose – This paper seeks to describe an integrated management systems (IMS) approach for the integration of corporate sustainability into business processes. Design/methodology/approach – An extensive review of published literature was conducted. Building on existing research, the paper...

The development of an ISO 10002:2004-based system for handling unsolicited patient feedback within a continuum of care in a Canadian hospital is presented. Through interviews of registered nurses, unit managers and experts, patient encounters and existing feedback-handling activities were...