Resumo

MADERUELO FERNANDEZ, J. A.. Total quality management: The EFQM excellence model. Medifam [online]. 2002, vol.12, n.10, pp.41-54. ISSN 1131-5768.

The ability to adjust to the changing necessities is an essential requirement for any organization in order to achieve the highest degree of performance and competitiveness. In the health care setting, the more frequently demanded changes need to go beyond clinical practice, as they should also consider many other aspects, including the way to manage, the client-centered services or the involvement of the health care providers in the decision-taking process, which are essential in order to improve the quality of both services and results.  One of the most widespread methods for the achievement of this organizational change in the health-care setting is that proposed by the European Foundation for Quality Management (EFQM). The EFQM Excellence model is founded in the principles of the Total Quality Management. It is based on the self-assessment of each organization, as a method of continuous improvement. The purpose of the model is to check of all the aspects which could have an influence on the final result, in order to identify those areas which should be promoted and those areas in which improvement actions need to be introduced.  In recent years, the development of some experiences in both the Primary and the Specialized Health Care settings gave advice about the prerequisites needed to obtain successful results. Remarkable achievements were obtained with their application, especially regarding some areas such as the self-organization learning and the compromise with the Total Quality Management. 

Palavras-chave : Total Quality Management; EFQM; Evaluation studies.