Healthcare quality maturity assessment model based on quality drivers.
Purpose - Healthcare providers differ in their readiness and maturity levels regarding quality and quality management systems applications. The purpose of this paper is to serve as a useful quantitative quality maturity-level assessment tool for healthcare organizations. Design/methodology/approach - The model proposes five quality maturity levels (chaotic, primitive, structured, mature and proficient) based on six quality drivers: top management, people, operations, culture, quality focus and accreditation. Findings - Healthcare managers can apply the model to identify the status quo, quality shortcomings and evaluating ongoing progress. Practical implications - The model has been incorporated in an interactive Excel worksheet that visually displays the quality maturity-level risk meter. The tool has been applied successfully to local hospitals. Originality/value - The proposed six quality driver scales appear to measure healthcare provider maturity levels on a single quality meter.
Department of Industrial Engineering, The University of Jordan, Amman, Jordan.
Nadia
N
Ramadan
Department of Industrial Engineering, The University of Jordan, Amman, Jordan.
Mazen
M
Arafeh
D000068:Accreditation; D006270:Health Facility Administrators / Q000458:organization & administration; D006282:Health Personnel / Q000458:organization & administration; D006298:Health Services Administration / Q000592:standards*; D006801:Humans; D008962:Models, Theoretical; D015279:Organizational Culture; D011785:Quality Assurance, Health Care / Q000458:organization & administration* / Q000592:standards; D019984:Quality Indicators, Health Care / Q000458:organization & administration*
Healthcare quality drivers; Healthcare quality management; Maturity level; Model; Quality assessment; Quality meter