The EFQM Model as a framework for total quality management in healthcare

Schoten, S. van; Blok, C.; Spreeuwenberg, Peter; Groenewegen, P.P.; Wagner, Cordula

doi:10.1108/ijopm-03-2015-0139

Cited by 49 publications

(33 citation statements)

References 54 publications

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“…The enablers and factors were grouped according to the European Foundation for Quality Management (EFQM) model, which can be employed in healthcare settings. Implementing EFQM in hospitals leads to improved organisation performance over time, and helps detect areas requiring further improvement (van Schoten et al 2016). EFQM can be used in a certain subsector in healthcare settings, in this case, the hospital supply chain.…”

Section: Case Study Organization (A)mentioning

confidence: 99%

Assessing the leanness of a supply chain using multi-grade fuzzy logic: a health-care case study

Almutairi

Salonitis

Al-Ashaab

2019

IJLSS

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Purpose Numerous and diverse organizations have implemented lean principles and practices, which concentrate on improving the efficiency of business processes by reducing cost, waste, consumptions and effort. However, previous assessments have not focused on the leanness of the supply chain in a health-care setting. This paper aims to introduce a method for assessing the successful implementation of lean principles and tools in a supply chain. Furthermore, this paper validates the method in a health-care organization. Design/methodology/approach This paper starts with an extensive literature review on assessing leanness and using multi-grade fuzzy logic. Then, a conceptual model was developed to measure leanness. The conceptual model was validated by discussing the initial version with select academic experts, especially those who deal with leanness in health-care organizations. After responding to the experts’ valuable comments, the health-care organization that is the focus of this case study was chosen based on two criteria. The first criterion was the organization’s ability to participate in the study, and the second was the organization’s commitment to implementing lean principles. These criteria were important to ensure the organization had the necessary foundation for implementing change initiatives such as lean process improvements. Next, a multi-grade (multi-attributes) fuzzy logic was used for leanness measurement. A leanness index was calculated, and the results were validated using experts from the case study organization. Finally, the weaker areas of the organization’s processes were identified to point the way for further improvements. Findings The assessment indicated that the case study organization is not lean. The organization’s weaker attributes were identified, and improvements have been suggested. Research limitations/implications This study focused on a single health-care organization, which was selected from a limited pool of potential organizations, namely, organizations which are accredited by both the Saudi Central Board for Accreditation of Healthcare Institutions and the Joint Commission International. The scope of future research should be extended to multi-case studies to enhance the findings presented in this paper. This paper’s findings can be used to help decision-makers at health-care providers to implement lean thinking in supply chain processes. Practical implications This research may be interest to practicing supply chain managers, as it proposes what enablers, factors and attributes should be emphasized in lean implementation. The proposed model can work as an assessment tool to identify the gap between the present level of leanness and the desired leanness state so the health-care organization can identify what can be improved. This model enables decision-makers in hospital supply chain to take suitable actions for improving lean implementation level. Originality/value This study makes an original contribution to the body of research concerning lean principles; the study developed a conceptual model for leanness assessment that can be applied to the supply chain of health-care organizations. Indeed, the conceptual model is likely to be useful for assessing leanness outside of the health-care field, which suggests avenues for future research.

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Section: Case Study Organization (A)mentioning

confidence: 99%

Assessing the leanness of a supply chain using multi-grade fuzzy logic: a health-care case study

Almutairi

Salonitis

Al-Ashaab

2019

IJLSS

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“…Henrique et al (2016) apply value stream mapping to identify operational bottlenecks and waste that impact patient treatment time. Vissers et al (2001) present a conceptual framework for achieving a balance between service and There has, however, been growing recognition that the patient is an important factor to consider for SDS design and improvement (WHO, 2016;van Schoten et al, 2016). Patient centricity is increasingly engendered in a number of quality management initiatives found in healthcare contexts (Lagrosen et al, 2007;Ho Voon et al, 2014).…”

Section: Recent Om Studies In a Healthcare Contextmentioning

confidence: 99%

A customer journey perspective on service delivery system design: insights from healthcare

Ponsignon

Smart

Phillips

2018

IJQRM

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The purpose of this paper is to provide novel theoretical insight into service delivery system (SDS) design. To do so, this paper adopts a customer journey perspective, using it as a frame to explore dimensions of experience quality that inform design requirements. Methodology This study utilises UK Patient Opinion data to analyse the stories of 200 cancer patients. Using a critical incident technique, 1,207 attributes of experience quality are generated and classified into 17 quality dimensions across five stages of the customer (patient) journey. Findings Analysis reveals both similarity and difference in dimensions of experience quality across the patient journey: seven dimensions are common to all five journey stages, from receiving diagnosis to end of life care; ten dimensions were found to vary, present in one or several of the stages but not in all. Limitations Limitations include a lack of representativity of the story sample and the impossibility to verify the factual occurrence of the stories. Practical implications Adopting a patient journey perspective can improve practitioner understanding of the design requirements of SDS in healthcare. The results of the study can be applied by managers to configure SDS that achieve higher quality of patient care throughout the patient journey.

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“…Furthermore, most of the literature focus on cross-sectoral Excellence Models like the MBNQA and the EFQM models. There are a few studies that investigate the internal consistency of Excellence Models in healthcare (Meyer and Collier, 2001;Sabella et al, 2014;van Schoten et al, 2016), higher education (Badri et al, 2006;Calvo-Mora et al, 2005;Winn and Cameron, 1998) and local government (Peng and Prybutok, 2015;Prybutok et al, 2011), but they are based on survey data (a proxy to independent assessment scores) and/or on cross-sectoral Excellence Models.…”

Section: Literature Reviewmentioning

confidence: 99%

Assessing a quality model for the social sector: an empirical study of the EQUASS model

Melão

Bastida

Marimón

2017

Total Quality Management & Business Excellence

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It is widely recognised that there is a shortage of empirical studies on quality management about the social sector. This research contributes to address this gap by (i) empirically analysing the fitness of the model underlying European Quality in Social Services (EQUASS), a quality management and excellence programme for social services across Europe, and (ii) proposing a model with an improved fit. It uses a structural equation modelling approach on a sample of 339 external audits from 32 European organisations that were awarded an EQUASS recognition or certification between 2012 and 2015. Results reveal that the EQUASS model (2012 version) does not fit with the sample collected. An improved model with seven constructs is proposed, which shows excellent psychometric properties and good fit indexes. Leadership and result orientation play a significant role as antecedents of the orientation to persons, while staff plays a mediator role. This research provides a better understanding of the causal relationships between quality management practices embedded in the EQUASS model, as well as a simpler alternative model that is especially suited to small and medium-sized social service providers, which represent the majority of the organisations in social sector.

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The EFQM Model as a framework for total quality management in healthcare

Cited by 49 publications

References 54 publications

Assessing the leanness of a supply chain using multi-grade fuzzy logic: a health-care case study

Assessing the leanness of a supply chain using multi-grade fuzzy logic: a health-care case study

A customer journey perspective on service delivery system design: insights from healthcare

Assessing a quality model for the social sector: an empirical study of the EQUASS model

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