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

Willem H. van Harten, Ton F. Casparie, O.A.M. Fisscher

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    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.
    Original languageUndefined
    Pages (from-to)17-37
    Number of pages21
    JournalHealth policy
    Issue number1
    Publication statusPublished - 2002


    • ality management
    • Process-evaluation
    • METIS-124483
    • Rehabilitation hospital
    • IR-74786
    • Outcomes

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