Three-level quality assessment of a dental hospital using EFQM.
OBJECTIVE
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.


METHODS
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).


RESULTS
Continuous learning, innovation and improvement; partnership development; and corporate social responsibility were satisfactorily represented.


CONCLUSIONS
The EFQM assessment was limited to a single university dental hospital, hence findings cannot be generalized.


CONCLUSIONS
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.
Department of Community Health Sciences, Aga Khan University, Karachi, Pakistan. farhan.vakani@aku.edu
Farhan
F
Vakani
Zafar
Z
Fatmi
Kashif
K
Naqvi
D001291:Attitude of Health Personnel; D003796:Dental Service, Hospital / Q000458:organization & administration*; D006302:Health Services Research; D006785:Hospitals, University / Q000458:organization & administration*; D006801:Humans; D007256:Information Systems; D007857:Leadership; D019982:Organizational Case Studies; D010154:Pakistan; D017060:Patient Satisfaction; D058996:Quality Improvement / Q000458:organization & administration; D013192:Staff Development