Vakani Farhan, Fatmi Zafar, Naqvi Kashif
Department of Community Health Sciences, Aga Khan University, Karachi, Pakistan.
Int J Health Care Qual Assur. 2011;24(8):582-91. doi: 10.1108/09526861111174152.
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.
DESIGN/METHODOLOGY/APPROACH: 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).
Continuous learning, innovation and improvement; partnership development; and corporate social responsibility were satisfactorily represented.
RESEARCH LIMITATIONS/IMPLICATIONS: The EFQM assessment was limited to a single university dental hospital, hence findings cannot be generalized.
ORIGINALITY/VALUE: 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.
本文旨在通过在卡拉奇一所教学型大学的牙科医院，在三个不同参与层面应用欧洲质量管理基金会（EFQM）卓越模型来衡量质量。
设计/方法/途径：该案例研究评估了EFQM模型的八个卓越概念，将其作为提供优质服务的基准：以结果为导向；关注客户；领导能力和目标的持续性；基于流程和事实的管理；人员发展与参与；持续学习、创新与改进；伙伴关系发展；以及企业社会责任。本研究在位于卡拉奇的哈姆达德大学牙科医院（HUDH）进行，该医院是巴基斯坦最大的私立大学的一部分。数据通过对三个层面（管理层、教职员工和学生）的内部利益相关者进行深入访谈收集。
持续学习、创新与改进；伙伴关系发展；以及企业社会责任得到了令人满意的体现。
研究局限/影响：EFQM评估仅限于一所大学牙科医院，因此研究结果无法推广。
原创性/价值：本文强调，预计这项活动将带来态度上的积极转变，并将激励机构工作人员启动自我评估过程，实施能带来更好质量实践的措施，从而建立一个持续质量改进循环。
