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An EFQM excellence model for integrated healthcare governance

Carlo Favaretti (Centre for Leadership in Medicine, Institute of Public Health, Udine, Italy, AND, Autonomous Province of Trento Healthcare Trust, Catholic University of the Sacred Heart, Rome, Italy)
Paolo De Pieri (General Directorate, Rovigo Local Healthcare Trust, Rovigo, Italy)
Emanuele Torri (Department of Health and Social Solidarity, Autonomous Province of Trento, Trento, Italy)
Giovanni Guarrera (Board of Directors, Autonomous Province of Trento Healthcare Trust, Trento, Italy)
Fabrizio Fontana (Department of Public Health, Local Healthcare Trust of Bassano del Grappa, Bassano del Grappa, Italy)
Franco Debiasi (Board of Directors, Autonomous Province of Trento Healthcare Trust, Trento, Italy)
Luciano Flor (Board of Directors, Autonomous Province of Trento Healthcare Trust, Trento, Italy)

International Journal of Health Care Quality Assurance

ISSN: 0952-6862

Article publication date: 9 March 2015

Abstract

Purpose

The purpose of this paper is to account for a ten-year experience with the European Foundation for Quality Management (EFQM) Excellence Model implemented in the Trento Healthcare Trust.

Design/methodology/approach

Since 2000, the EFQM Excellence Model provided an overarching framework to streamline business process governance, to support and improve its enablers and results. From 2000 to 2009, staff performed four internal (self) and four external EFQM-based assessments that provided guidance for an integrated management system. Over the years, key controls and assurances improved service quality through business planning, learning and practice cycles.

Findings

Rising assessment ratings and improving results characterized the journey. The average self-assessment score (on a 1,000 points scale) was 290 in 2001, which increased to 610 in 2008. Since 2006, the Trust has been Recognized for Excellence (four stars). The organization improved significantly on customer satisfaction, people results and key service delivery and outcomes.

Practical implications

The EFQM Model can act as an effective tool to meet governance demands and promote system-level results. The approach to integrated governance discussed here may support similar change processes in comparable organizations.

Originality/value

The paper describes a unique experience when implementing EFQM within a large Italian healthcare system, which had a broader reach and lasted longer than any experience in Italian healthcare.

Keywords

Citation

Favaretti, C., De Pieri, P., Torri, E., Guarrera, G., Fontana, F., Debiasi, F. and Flor, L. (2015), "An EFQM excellence model for integrated healthcare governance", International Journal of Health Care Quality Assurance, Vol. 28 No. 2, pp. 156-172. https://doi.org/10.1108/IJHCQA-02-2014-0022

Publisher

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Emerald Group Publishing Limited

Copyright © 2015, Emerald Group Publishing Limited