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COMPOSITION OF THIS
DOCUMENT
COMPOSITION OF THIS
DOCUMENT
The EFQM-model1 is a valuable resource for healthcare institutions and professionals
and gains increased popularity in healthcare. The model provides a structure to
combine the interests of patients with the organisational goals in a balanced manner.
Moreover, the model turns out to function as means of communication between Board
of Directors, healthcare professionals, managers, department heads, and employees,
due to the unambiguous method and classifications into 9 fields and the improvement
cycle; as illustrated in the figure below:
The model contains five coherent fields of organisation:
plan
do
Employees
Leadership
Strategy
&
policy
Processes
Resources
Em ployee
satisfaction
Customer
satisfaction
action
Innovation
&
learning
Final
results
check
PLAN:
Leadership
Strategy & Policy
DO:
Employees
Resources
Processes
In addition to this, four fields of
results are defined:
CHECK:
Customer satisfaction
Employee satisfaction
Impact on society
Final results
Impact on
society
Figure 1 –The EFQM model with the Plan-Do-CheckAct cycle, as applied in this SFERD handbook
Testing and improving of processes
is shown in the last field:
ACT:
Innovation & learning
The SFERD has made good use of this model while striving for the development of a
guaranteed quality system. The PDCA cycle of the EFQM model is addressed in the
following chapters:
PLAN:
chapter 1
Leadership: Vision and Organisation
chapter 2
Strategy & Policy
DO:
chapter 3
Human Resource Management
chapter 4
Resource Management
chapter 5
Process Management
CHECK:
chapter 6
Appreciation by Customers
chapter 7
Appreciation by Healthcare staff
chapter 8
Appreciation by Society
chapter 9
Results
ACT:
chapter 10
Improvement and Innovation by Audit & Control
1
The EFQM is an independent foundation, established in 1991 at the initiative of the
Ministry of Economic Affairs under the name Dutch Quality Institute.
8
Professional Standard Handbook Flexible Endoscopes Cleaning and Disinfection
freely provided the SFERD is listed as the author