How Our Hospitals and Corporate Headquarters Earned the World’s Most Widely Recognized Quality Management Standard–and Why It Matters

Yesterday, we shared the great news that University Hospitals has earned ISO 9001 Quality Management System certification across all our hospitals — as well as our corporate headquarters. We’re the first health system in the United States to achieve this rigorous certification for its corporate headquarters and the first system in Ohio to have all hospitals — and its headquarters — ISO 9001-certified. This is a monumental feat. All UH caregivers who’ve worked so diligently to make this happen – in every corner of our system -- should be tremendously proud of a job well done.

But what does it mean? In short, ISO 9001 is the world’s most widely recognized quality management standard. Organizations like ours who seek it are evaluated by on-site surveyors who drill down and find out whether we’re doing what we say we’ll do -- and whether we have strong systems in place to identify risks and mitigate them – probing whether we learn, improve and adapt over time. And with our recent ISO 9001 survey results, the answer is unequivocally ‘yes.’ They show that we at UH operate with discipline, consistency and measurable accountability – all values and processes that translate into the highest-quality care for our patients. In fact, during the survey process, it became crystal clear that we already had structures in place that drive compliance with ISO 9001 standards – and had been laying that foundation for years.

Surveyors’ visits to UH

I want to take just a moment to share a behind‑the‑scenes look at what went into this ISO 9001 milestone. This recognition wasn’t about getting a plaque for the wall or furiously preparing for an audit. In fact, all the caregivers involved in the ISO 9001 process just continued with the great work they were already doing. And our results show it. They are a testament to how we work every day to constantly improve the care we provide for our patients, through standardizing best practices, reducing variation and empowering frontline teams.

So let’s dig in.

The ISO 9001 process included two formal visits: a readiness review (Stage 1) and the certification audit (Stage 2). During both, surveyors interviewed UH caregivers across roles and functions, observed real‑time work and reviewed how decisions are made and acted upon. We were unusual at UH in that our two surveys were just weeks apart – in part because our teams were so confident that the evaluation would go well.

The surveyors evaluated 23 UH service line partners, including quality, nursing, pharmacy, ED network, OB network, surgery network, human resources, infection prevention, emergency management, population health and patient experience, among many others. The big headline? Across both surveys, zero non‑conformities were issued — no major and no minor findings. The surveyors recommended University Hospitals for certification with no follow‑up audit required. For an organization of our size and complexity, that outcome is both rare and meaningful.

Even more important than the result was what they observed along the way.

Surveyors repeatedly commented on the engagement and visible support from senior leadership, describing it as a meaningful culture shift that empowers caregivers to solve complex problems and drives unity and performance.

The reviewers also observed a strong culture of speaking up. From Good Catch reporting to pause moments that empower caregivers to “stop the line” in real time, the surveyors saw a system where safety concerns are raised, addressed, and learned from — not ignored.

They also recognized the role of our Systems Operations Center, which provides coordination, visibility and support for care delivery, logistics and virtual services across the system — reinforcing consistency and safety at scale.

Investing in people and innovation

The surveyors also spent time understanding how UH supports caregivers and patients beyond process design.

They described our Connected Care model as an impressive and innovative approach to virtual care, highlighting the hybrid nursing model that allows nurses to care for patients both in person and virtually. This model was recognized as an evolution of nursing practice that supports flexibility, access and continuity of care.

They also recognized our commitment to caregiver recruitment, development, and retention, calling out programs such as the RN Intern Program, Earn to Learn, Funding Healthcare Futures, and Faculty Boot Camp.

Results that matter

Surveyors also highlighted our progress in sepsis care, noting that in 2025, we at UH achieved our lowest observed‑to‑expected sepsis mortality on record.

What comes next

These are just a handful of the positive findings on the ISO 9001 survey; your colleagues on the different service lines can likely share many more. At the end of the day, each department at UH is striving to deliver a consistent process or outcome.

So we’re left with this: ISO 9001 certification is a living document. In our day-to-day care of patients, it provides the structure and the foundation, reminding us that with every act, every decision, every procedure, we must work intentionally and with the goal of highest quality.

Though this survey is complete for now, another is right around the corner. We welcome it. We’ll never stop looking for opportunities to enhance our quality of care. It’s in our DNA at UH as a high-performing organization. Our ongoing mission is to provide a consistent, high-quality care experience for every patient, every time -- no matter where you are in the UH system.

I am incredibly proud of everyone across our system who made this achievement possible. Thank you for your dedication, your compassion, for sweating the details. This certification shows our patients — and our community — that when we say quality and safety matter, we mean it, measure it, and constantly work to make it better. They deserve nothing less.