Purpose – The purpose of this paper is to analyze whether the order or the strategy of management system standards (MSSs) implementation in an organization determines the level of integration of its standardized MSSs. Design/methodology/approach – Groups of organizations that follow...

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...