The evaluation of the introduction of a quality management system: A process-oriented case study in a large rehabilitation hospital

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Harten van, Willem H. and Casparie, Ton F. and Fisscher, Olaf A.M. (2002) The evaluation of the introduction of a quality management system: A process-oriented case study in a large rehabilitation hospital. Health Policy, 60 (1). pp. 17-37. ISSN 0168-8510

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Abstract:Objectives: So far, there is limited proof concerning the effects of the introduction of quality management systems (QMS) on organisational level. This study concerns the introduction of a QMS in a large rehabilitation hospital. Methods: Using an observational framework, a process-analysis is performed. The effects were analysed with repeated analyses using the Dutch version of the EFQM-model. Results: The introduction of a QMS can be seen as a change process; the pre-change diagnosis proved to be essential. Although many change-related aspects are vital, training and communication, in particular, seemed to be underestimated. Outcomes are a positive correlation between participation in quality activities and work satisfaction and a repeatedly favourable EFQM-score (compared to national levels). Conclusions: Through a process-analysis, information could be generated to guide organisations in introducing a QMS. An outcome analysis revealed positive effects both in the EFQM-score and the staff's work satisfaction.
Item Type:Article
Copyright:© 2002 Elsevier
Faculty:
Management and Governance (SMG)
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Link to this item:http://purl.utwente.nl/publications/74786
Official URL:http://dx.doi.org/10.1016/S0168-8510(01)00187-7
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