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BMC Health Services Research

, 14:468

Quality, performance, safety and outcomes


BackgroundTo determine whether there is greater employee satisfaction in organisations that have made more progress in implementation of the European Foundation for Quality Management EFQM model.

MethodsA series of cross-sectional studies one for each assessment cycle comparing staff satisfaction survey results between groups of healthcare organisations by degree of implementation of the EFQM model assessed in terms of external recognition of management quality in each organisation. Setting: 30 healthcare organisations including hospitals, primary care and mental health providers in Osakidetza, the Basque public health service. Participants: Employees of 30 Osakidetza organisations. Intervention: Progress in implementation of EFQM model. Main outcome measures: Scores in 9 dimensions of employee satisfaction from questionnaires administered in healthcare organisations in 4 assessment cycles between 2001 and 2010.

ResultsComparing satisfaction results in organisations granted Gold or Silver Q Awards and those without this type of external recognition, we found statistically significant differences in the dimensions of training and internal communication. Then, comparing recipients of Gold Q Awards with those with no Q Certification, differences in leadership style and in policy and strategy also emerged as significant.

ConclusionsProgress of healthcare organisations in the implementation of the EFQM Excellence Model is associated with increases in their employee satisfaction in dimensions that can be managed at the level of each organisation, while dimensions in which no statistically significant differences were found represent common organisational elements with little scope for self-management.

KeywordsEFQM model Total quality Professional satisfaction Quality improvement Excellence Electronic supplementary materialThe online version of this article doi:10.1186-1472-6963-14-468 contains supplementary material, which is available to authorized users.

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Autor: Carmen Matthies-Baraibar - Andoni Arcelay-Salazar - David Cantero-González - Alberto Colina-Alonso - Marbella García-Urbane


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