The PPA has designed its operational systems in order to ensure tasks are carried out to the highest possible standard.

Levels of performance are detailed in a service level agreement between the National Health Service Executive and the PPA. Similar agreements are in place within the various directorates of the PPA. Performance targets and standards are constantly
monitored.

There are a number of ways in which the quality of work across the PPA is assured:

processing and Low Income Scheme staff receive specialised modular training. Standards are set which must be achieved before they can move from a training post to a substantive post

continual monitoring of staff performance in terms of accuracy, output and on-going development training

controls built into computer systems to provide validation of data capture

internal quality assurance checks to monitor and report accuracy, output and to identify opportunities for improvement

independent checking of prescription processing by the National Prescription Research Centre

all processes of the PPA are subject to checks by internal and external auditors

As it can be seen there are a number of systems and checks in place to help ensure the maximum possible level of accuracy and consistency in the work across the PPA.

In order to demonstrate the Authority's commitment to quality management and continuous improvement the majority of the Authority's Directorates have achieved accreditation under International Standards Organisation (ISO) 9000.

The following directorates are accredited to these Quality Management Standards:

	Operations	ISO9001:2000
	Operations Health Benefits Division	ISO9001:2000
	Information Technology	ISO9001:2000 with TickIT
	Compliance	ISO9001:2000
	Human Resources	ISO9001:1994
	Pharmaceutical	ISO9001:2000
	Finance and Administration Services	ISO9001:2000

Finance and Administration Services have achieved ISO9001:2000. Where it has already achieved accreditation the Authority will retain it and remaining Directorates will achieve accreditation during the period of the plan. The Authority will also ensure that its quality systems are upgraded to meet any new requirements set by the International Standards Organisation.