Comparative case study on the role of the European model of excellence in the sustainability of health organizations

Abstract

The situation of health organizations, as a result of the economic crisis and the need to face up to thechallenges posed by ageing, chronification and the implementation of new treatments and technologies,led to different responses to ensure their sustainability. One of the tools used, which seemed to work inother areas, was the implementation of the European model of excellence (EFQM). The aim of thisresearch was to understand the impact of the model on the sustainability of health organizations. The aimwas to identify the factors that differentiated the organizations and to study what changes the modelbrought about in order to support sustainability. This work was proposed as a case study using qualitativeand quantitative methodology. The aim was to compare two organizations with similar characteristics,but with different degrees of implementation of the model. At the quantitative level, significantdifferences were identified, but not only related to the implementation of the model. Patients from bothorganizations showed a high degree of satisfaction above the Spanish average. There were alsodifferences in perception and satisfaction among the people in the organizations. The most relevantcontribution of the EFQM model to the organizations was the support it provided to create anorganizational culture that favored the emergence of sustainable behaviors and a sense of pride inbelonging among people. In addition, it also generated a good image towards the rest of the stakeholders