The TQM Magazine
The TQM Magazine
II. GENERAL INFORMATION
Course Title: Principles of Business Excellence
Article Title: Evaluation of health services organizations-German experiences with the EFQM excellence approach in healthcare.
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III. SUMMARY (100-200 words)
The analysis of the evaluation of health service organization has revealed that most countries within Europe follow the directives of the excellence model. This model is particularly helpful in organizing and streamlining the activities of hospitals. The analysis of the quality management system in UAE was done to show the difference between the two countries. The German case had the history of various health organizations analyzed to reveal the success factors as well as the barrier, limitations and improvements made when implementation stages. The critical analysis section of the logbook displays how the quality management is practiced in another country, specifically UAE. The last section is concerned with the critical results that arise from the study. This section illustrates the different aspects that have been learnt in the course of the analysis.
IV. KEY LEARNING POINTS
1. The European Foundation for Quality Management excellence model
2. Healthcare standards in UAE
3. Importance of quality healthcare services
4. Quality of health care in non-European countries vis-a-vis Europe
5. Practical implications
6. Any new aspects that have been derived from the analysis
VI. CRITICAL ANALYSIS
The healthcare standards in UAE are high because of increased government expenditure in the sector. The citizens in UAE enjoy free health care services. However, the UAE central health body has not satisfactorily executed the coordination, planning and evaluation of health issues. Hospital administration (employees, resources, patient security and risk management) and independence are still fragile due to lack of experienced and well-informed directors and absence of national policies. The medical insurance industry within UAE has also overtaken all other sectors in healthcare and thereby creating a catastrophe that started with compulsory medical cover for expatriates. The compulsion reached a national level where it was a requirement before one could enter the country. The commercialization level of the healthcare sector is also high in UAE meaning that the pressure by profit-making entities burdens the delivery of affordable medical services.
The UAE is also part of the Middle East Health Leadership Program that is an organization designed to equip individuals with the necessary techniques, tools, concepts and strategies to lead the ever-changing environment of health care. This program is unique to the Middle East and has had the benefit of improving leadership skills and abilities among the staff. The program also uses recognized techniques that have confirmed to be helpful for innovating in health care delivery. The different health organizations in UAE are very established, specialized and well staffed. These organizations work hand in hand with government agencies such as Dubai Health Authority (DHA) to ensure that the country’s needs are met. However, in UAE, the private sector has a much larger share of the health sector than the government and other public entities. The private organizations therefore work under close supervision of the state. Dubai serves as an excellent example of successful quality management of healthcare in UAE where medical services are affordable, high employment of skilled health professionals, rigorous vetting, and verification policies for health practitioners.
VII. PRACTICAL IMPLICATIONS
Health organizations within the UAE stand to benefit greatly from the experiences of implementing the European Foundation for Quality Management excellence model in Germany. Adopting the excellence model in the UAE health care sector will result in improved service delivery. The first criteria all have important elements that could streamline the leadership, policy and resources. The rest of the criteria will specifically help the UAE health sector to gauge their outcomes. This is to say that although the healthcare services in UAE are top-class, they however lack an established system of evaluating their progress and measuring their outcomes. If adopted, the RADAR evaluation system will be of great benefit to the UAE healthcare system as it will analyze the benchmarks against the performance scores and find out whether they occurred because of the approach taken by the organization. The combination of these recommendations and the solid healthcare foundation exhibited in UAE region will ensure that their health standard improve significantly.
VIII. LEARNING REFLECTIONS
From the analysis of the UAE and German case, various deductions and conclusion can be derived from the quality management of the healthcare systems in the two countries. The significance of an evaluation system within any health organization has been stressed from the results of the analysis. Without constant evaluation, the health organization could be running at a loss or be underproductive and no manager would notice it. The analysis exposed the different international healthcare systems that are normally not present in the school curriculum. The knowledge that most of Europe had already adopted the European Foundation for Quality Management (EFQM) was relatively new and led to a further inquiry into the degree of implementation of the system. The study of the UAE evaluation system was specifically educative.