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Three‐level quality assessment of a dental hospital using EFQM

Three‐level quality assessment of a dental hospital using EFQM Purpose – This article aims to measure quality by applying the European Foundation for Quality Management (EFQM) excellence model at three different participation levels, in a Karachi teaching university dental hospital. Design/methodology/approach – The case study assessed the eight EFQM model excellence concepts as benchmarks for providing quality services: results orientation; customer focus; leadership and constancy of purpose; management by processes and facts; people development and involvement; continuous learning, innovation and improvement; partnership development; and corporate social responsibility. This study was conducted at Hamdard University Dental Hospital (HUDH), located in Karachi – part of the largest privately‐owned university in Pakistan. Data were collected through in‐depth interviews with internal stakeholders at three levels (management, faculty and student). Findings – Continuous learning, innovation and improvement; partnership development; and corporate social responsibility were satisfactorily represented. Research limitations/implications – The EFQM assessment was limited to a single university dental hospital, hence findings cannot be generalized. Originality/value – The article highlights that it is envisaged that this exercise will bring about a positive change in attitude and will stimulate institute staff to kick start the self assessment process and implement measures leading to better quality practices, thus establishing a continuous quality improvement cycle. http://www.deepdyve.com/assets/images/DeepDyve-Logo-lg.png International Journal of Health Care Quality Assurance Emerald Publishing

Three‐level quality assessment of a dental hospital using EFQM

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Publisher
Emerald Publishing
Copyright
Copyright © 2011 Emerald Group Publishing Limited. All rights reserved.
ISSN
0952-6862
DOI
10.1108/09526861111174152
pmid
22204263
Publisher site
See Article on Publisher Site

Abstract

Purpose – This article aims to measure quality by applying the European Foundation for Quality Management (EFQM) excellence model at three different participation levels, in a Karachi teaching university dental hospital. Design/methodology/approach – The case study assessed the eight EFQM model excellence concepts as benchmarks for providing quality services: results orientation; customer focus; leadership and constancy of purpose; management by processes and facts; people development and involvement; continuous learning, innovation and improvement; partnership development; and corporate social responsibility. This study was conducted at Hamdard University Dental Hospital (HUDH), located in Karachi – part of the largest privately‐owned university in Pakistan. Data were collected through in‐depth interviews with internal stakeholders at three levels (management, faculty and student). Findings – Continuous learning, innovation and improvement; partnership development; and corporate social responsibility were satisfactorily represented. Research limitations/implications – The EFQM assessment was limited to a single university dental hospital, hence findings cannot be generalized. Originality/value – The article highlights that it is envisaged that this exercise will bring about a positive change in attitude and will stimulate institute staff to kick start the self assessment process and implement measures leading to better quality practices, thus establishing a continuous quality improvement cycle.

Journal

International Journal of Health Care Quality AssuranceEmerald Publishing

Published: Oct 4, 2011

Keywords: Self assessment; European Foundation for Quality Management; University dental hospital; Pakistan; Quality improvement; Hospitals; Health services

References