Implementing QA programs in managed care health plans: factors contributing to success

Abstract

Purpose

The purpose of this paper is to identify the factors that contribute to the success or failure of quality assurance programs implemented by Israeli managed care health plans.

Design/methodology/approach

An in‐depth study of seven quality assurance programs was conducted, comparing successful with unsuccessful ones using the comparative “case study” method. Employing a semi‐structured questionnaire, 42 program directors and professionals in the field were interviewed.

Findings

A number of factors associated with the programs' success emerged. Those external to the program included: ongoing management support, resource allocation, information system support and perceived financial benefit for the organization. Internal factors included: leadership, perceived problem's importance, laying the groundwork in the field, involving field staff in planning and implementation and staff motivation.

Originality/value

The study provides insights into ways to encourage the implementation of successful quality assurance programs in the special organizational context of managed care health plans. As the implementation relies heavily on data, one important precondition is the development of computerized information systems to facilitate ongoing data collection. It is also necessary from the planning stage to take into account organizational factors that affect success.

Citation

Gross, R., Ashkenazi, Y., Tabenkin, H., Porath, A. and Aviram, A. (2008), "Implementing QA programs in managed care health plans: factors contributing to success", International Journal of Health Care Quality Assurance, Vol. 21 No. 3, pp. 308-324. https://doi.org/10.1108/09526860810868247