The evaluation of the introduction of a quality management system: a process-oriented case study in a large rehabilitation hospital.
OBJECTIVE
So far, there is limited proof concerning the effects of the introduction of quality management systems (QMS) on organisational level. This study concerns the introduction of a QMS in a large rehabilitation hospital.


METHODS
Using an observational framework, a process-analysis is performed. The effects were analysed with repeated analyses using the Dutch version of the EFQM-model.


RESULTS
The introduction of a QMS can be seen as a change process; the pre-change diagnosis proved to be essential. Although many change-related aspects are vital, training and communication, in particular, seemed to be underestimated. Outcomes are a positive correlation between participation in quality activities and work satisfaction and a repeatedly favourable EFQM-score (compared to national levels).


CONCLUSIONS
Through a process-analysis, information could be generated to guide organisations in introducing a QMS. An outcome analysis revealed positive effects both in the EFQM-score and the staff's work satisfaction.
van Harten
Willem H
WH
Rehabilitation Centre Het Roessingh, Enschede, The Netherlands. w.h.vanharten@sms.utwente.nl
Casparie
Ton F
TF
Fisscher
Olaf A M
OA
D003142:Communication; D006801:Humans; D007318:Inservice Training; D007857:Leadership; D017146:Models, Organizational; D009042:Motivation; D009426:Netherlands; D019982:Organizational Case Studies; D015279:Organizational Culture; D009936:Organizational Innovation; D010043:Outcome and Process Assessment, Health Care; D010865:Pilot Projects; D016730:Program Development / Q000379:methods*; D012047:Rehabilitation Centers / Q000458:organization & administration / Q000592:standards*; D017749:Total Quality Management / Q000379:methods / Q000458:organization & administration*