An EFQM excellence model for integrated healthcare governance.
OBJECTIVE
The purpose of this paper is to account for a ten-year experience with the European Foundation for Quality Management (EFQM) Excellence Model implemented in the Trento Healthcare Trust.


METHODS
Since 2000, the EFQM Excellence Model provided an overarching framework to streamline business process governance, to support and improve its enablers and results. From 2000 to 2009, staff performed four internal (self) and four external EFQM-based assessments that provided guidance for an integrated management system. Over the years, key controls and assurances improved service quality through business planning, learning and practice cycles.


RESULTS
Rising assessment ratings and improving results characterized the journey. The average self-assessment score (on a 1,000 points scale) was 290 in 2001, which increased to 610 in 2008. Since 2006, the Trust has been Recognized for Excellence (four stars). The organization improved significantly on customer satisfaction, people results and key service delivery and outcomes.


CONCLUSIONS
The EFQM Model can act as an effective tool to meet governance demands and promote system-level results. The approach to integrated governance discussed here may support similar change processes in comparable organizations.


CONCLUSIONS
The paper describes a unique experience when implementing EFQM within a large Italian healthcare system, which had a broader reach and lasted longer than any experience in Italian healthcare.
Centre for Leadership in Medicine, Institute of Public Health, Udine, Italy, AND, Autonomous Province of Trento Healthcare Trust, Catholic University of the Sacred Heart, Rome, Italy.
Carlo
C
Favaretti
Paolo
P
De Pieri
Emanuele
E
Torri
Giovanni
G
Guarrera
Fabrizio
F
Fontana
Franco
F
Debiasi
Luciano
L
Flor
D001291:Attitude of Health Personnel; D019985:Benchmarking / Q000458:organization & administration; D003299:Cooperative Behavior; D006801:Humans; D007558:Italy; D007857:Leadership; D017146:Models, Organizational; D017060:Patient Satisfaction; D057766:Policy; D011787:Quality of Health Care / Q000458:organization & administration*; D017749:Total Quality Management / Q000458:organization & administration*
European Foundation for Quality Management; Governance; Management; National Health Service; Quality frameworks; Self-assessment