title: Self-assessment of all the health centres of a public health service through the European Model of total quality management.
abstract: The Basque Country Public Health Service has moved in the last years from considering quality as an attribute of patient care to thinking that all management can be subject to improvement. Consequently, its general management team has promoted and supported a self-assessment experience of all their centres by means of the European Quality Model. This strategy has been facilitated by the Basque Country Government, which has strongly encouraged total quality management in companies, and has created the Basque Foundation for Quality Promotion, a key institution in this whole process. A total of 26 centres of the Public Health Service concluded a self-assessment process. As the main result of this, different improvement areas were detected, and various necessary actions were implemented in the centres assessed. Advantages, troubles and future work lines to extend and improve the use of the EFQM model in the health sector are discussed.
authors.affiliation: Basque Country Public Health Service (BCPHS)/Osakidetza, Vitoria, Spain.
authors.forename: A
authors.initials: A
authors.lastname: Arcelay
authors.forename: E
authors.initials: E
authors.lastname: Sánchez
authors.forename: L
authors.initials: L
authors.lastname: Hernández
authors.forename: G
authors.initials: G
authors.lastname: Inclán
authors.forename: M
authors.initials: M
authors.lastname: Bacigalupe
authors.forename: J
authors.initials: J
authors.lastname: Letona
authors.forename: R M
authors.initials: RM
authors.lastname: González
authors.forename: A E
authors.initials: AE
authors.lastname: Martínez-Conde
mesh_terms: D006305:Health Status Indicators; D006801:Humans; D008330:Management Audit; D017146:Models, Organizational; D010043:Outcome and Process Assessment, Health Care; D015397:Program Evaluation; D011635:Public Health Administration / Q000191:economics / Q000592:standards* / Q000706:statistics & numerical data; D012647:Self-Assessment; D013030:Spain / Q000453:epidemiology; D011795:Surveys and Questionnaires; D017749:Total Quality Management / Q000458:organization & administration*