An EFQM excellence model for integrated healthcare governance

International Journal of Health Care Quality Assurance
Carlo FavarettiLuciano Flor

Abstract

The purpose of this paper is to account for a ten-year experience with the European Foundation for Quality Management (EFQM) Excellence Model implemented in the Trento Healthcare Trust. Since 2000, the EFQM Excellence Model provided an overarching framework to streamline business process governance, to support and improve its enablers and results. From 2000 to 2009, staff performed four internal (self) and four external EFQM-based assessments that provided guidance for an integrated management system. Over the years, key controls and assurances improved service quality through business planning, learning and practice cycles. Rising assessment ratings and improving results characterized the journey. The average self-assessment score (on a 1,000 points scale) was 290 in 2001, which increased to 610 in 2008. Since 2006, the Trust has been Recognized for Excellence (four stars). The organization improved significantly on customer satisfaction, people results and key service delivery and outcomes. The EFQM Model can act as an effective tool to meet governance demands and promote system-level results. The approach to integrated governance discussed here may support similar change processes in comparable organizations. The paper descr...Continue Reading

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Citations

Sep 28, 2016·International Journal of Health Care Quality Assurance·Päivi Huotari, Zuzana Havrdová
Mar 4, 2017·International Journal of Health Care Quality Assurance·Mohsen Sadegh Amalnick, Mansour Zarrin
Sep 30, 2016·Revista da Escola de Enfermagem da U S P·Fernando Tobal BerssanetiFelipe Araujo Calarge
Mar 5, 2019·International Journal of Integrated Care·Lucinda Cash-GibsonMagda Rosenmöller
May 21, 2021·International Journal for Quality in Health Care : Journal of the International Society for Quality in Health Care·Astrid Van WilderKris Vanhaecht

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