Three‐level quality assessment of a dental hospital using EFQM

Abstract

Purpose

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).

Findings

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.

Citation

Vakani, F., Fatmi, Z. and Naqvi, K. (2011), "Three‐level quality assessment of a dental hospital using EFQM", International Journal of Health Care Quality Assurance, Vol. 24 No. 8, pp. 582-591. https://doi.org/10.1108/09526861111174152