Three‐level quality assessment of a dental hospital using EFQM

Farhan Vakani (Department of Community Health Sciences, Aga Khan University, Karachi, Pakistan)
Zafar Fatmi (Division of Environmental Health Sciences, Aga Khan University, Karachi, Pakistan)
Kashif Naqvi (Department of Oral Surgery, Hamdard University Dental Hospital, Karachi, Pakistan)

International Journal of Health Care Quality Assurance

ISSN: 0952-6862

Publication date: 4 October 2011

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.

Keywords

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

Publisher

:

Emerald Group Publishing Limited

Copyright © 2011, Emerald Group Publishing Limited

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