اولویت‌بندی نقاط نیازمند بهبود در بیمارستان الزهرای (س) اصفهان بر اساس نظام خودارزیابی بر مبنای مدل کیفیت اروپایی (EFQM)

Abstract

Introduction: In today’s world, organizations are attempting to achieve advantages and competitive results. Understanding mutual interactions between organizations and using modern management techniques as well as modern management tools might have an influential effect on obtaining optimal organizational results. Nowadays, one of the competitive advantages is applying the excellence models. The present study aimed to evaluate the improvable areas in Al-Zahra Hospital, (Isfahan, Iran) using EFQM (European foundation for quality management) model. Methods: This was an applied, cross-sectional descriptive study. Data collection was performed using EFQM questionnaire through census method. Thirty-nine managers were involved in all the levels (junior, senior and operational management) of this study. Results: The results showed the Al-Zahra Hospital obtained total score of 502.78 (out of 1000 scores). The obtained score was 259.60 in enablers area and 243.08 in results area. Each of the nine EFQM-criteria score and percentages were as the following: Leadership 52 scores (52%) policy and strategy 43 (54%), human resources 42 (47%), resources and companies 50 (56%) and processes 70 (50.6%) for the enablers area. In the results area customer satisfaction score was 97 (48.8%), staff satisfaction 31.5 (35%), society results 30.7 (51%) and key performance results was 83.6 (55.7%). Conclusion: Implementation of the self-evaluation model in this hospital led to identification of strengths and areas in need of improvement. Out of enabler and results criteria, staff and costumer satisfaction were with lowest scores, respectively; which are considered as the areas with improvement prioritization. Therefore, further attention is required for improving these modification criteria in hospitals. Keywords: Hospitals; Self-Evaluation; Quality Management Model