The purpose of this paper is to study the appropriateness of applying “manufacturing sector” quality management strategies to residential care homes sector and to analyze its influence on the quality of care.
Observation and in‐depth interviews were conducted with 41 Spanish care home top and middle managers, consultants and employees.
The quality management paradigm based on ISO 9001 has certain shortcomings in the elderly residential care home sector. There is a need to fit general quality management models to the sector's specific characteristics and to integrate generic quality management with specialized models.
Research findings should be noted by different agents involved in the process of improving services.
Useful, up‐to‐date conceptual overview for different agents interested in the sector (managers, consultants, academics, etc.) as well as interesting evidence for reflection.
