A descriptive study of the implementation of the EFQM excellence model and underlying tools in the Basque Health Service.
OBJECTIVE
To describe the implementation of the European Foundation for Quality Management (EFQM) excellence model as a common framework for quality management in a regional health care service.


METHODS
Prospective, descriptive observational study.


METHODS
Thirty-one organizations (hospitals, primary care organizations, mental health institutions, and emergency services) of the Basque Health Service (serving a population of 2200000 inhabitants) in Basque Country, Spain.


METHODS
Since 1995, the experiences with the EFQM excellence model were initiated by training, the design of quality tools and application guidelines, and actions related to criteria of the EFQM model.


RESULTS
Four assessment cycles in which most of the organizations have participated were completed. Scores for most of the criteria improved, particularly in 'processes'. The overall patients' satisfaction was higher than 89% in all settings, in most of the cases higher than 95%. Ten organizations (32%) exceeded 400 points in an external evaluation with the EFQM excellence model, and 2 (6%) 500 points. Eighty-three percent of hospitals have some ISO-certified areas of activity. In the primary care setting, 40% of people were attended in a certified center.


CONCLUSIONS
Stimulating actions towards quality have resulted in progressive implementation of the EFQM model, this approach being possibly related to positive evolution of some outcomes. Key factors identified have been pursuing the objective of total quality management during several years and the assignment of the resources for training and implementation of quality systems.
Sánchez
Elena
E
Osakidetza/Basque Health Service, Hospital Basurto, Bilbao, Spain. esanchez@hbas.osakidetza.net
Letona
Jon
J
González
Rosa
R
García
Marbella
M
Darpón
Jon
J
Garay
Josu I
JI
D019985:Benchmarking; D004632:Emergency Medical Services / Q000592:standards / Q000706:statistics & numerical data; D006284:Health Plan Implementation; D006293:Health Promotion / Q000592:standards*; D006761:Hospitals / Q000592:standards / Q000706:statistics & numerical data; D006801:Humans; D008605:Mental Health Services / Q000592:standards / Q000706:statistics & numerical data; D017146:Models, Organizational; D017060:Patient Satisfaction; D011320:Primary Health Care / Q000592:standards / Q000706:statistics & numerical data; D015397:Program Evaluation / Q000379:methods; D012041:Regional Medical Programs / Q000592:standards*; D013030:Spain; D017749:Total Quality Management