Quality and lean health care: a system for assessing and improving the health of healthcare organisations

Summary, in English

The purpose of this article is to present and discuss the development of a system for assessing and improving healthcare organisations. The system components comprise (1) a framework or model for assessing, measuring, diagnosing and improving healthcare organisations, (2) a simple methodology for data collection, data analysis and prioritising improvement areas and (3) an index named ILL (innovativeness, learning and lean) for measuring the level of excellence (the 'health level of the organization') and the potentials to increase that level. The system has been based on a simplified excellence model called the '4P Excellence Model' which contains both intangible systemic factors (Leadership, People Management and Partnerships) and more logical tangible factors (Processes and Product/Service Results). The suggested system can be used for assessing the existing organisational culture in relation to ILL and for identifying necessary improvement areas. The suggested system has originally been developed for healthcare organisations, but also been used within other types of organisations such as manufacturing and service companies. This article will only show and discuss the use of the suggested system within healthcare organisations.

• Author: Jens J. Dahlgaard; Jostein Pettersen; Su Mi Dahlgaard-Park
• Department/s: Department of Service Studies
• Publishing year: 2011
• Language: English
• Pages: 673-689
• Publication/Series: Total Quality Management & Business Excellence
• Volume: 22
• Issue: 6
• Links: http://dx.doi.org/10.1080/14783363.2011.580651
• Document type: Journal article
• Publisher: Routledge
• Topic: Social Sciences Interdisciplinary
• Keywords: health care; excellence; KPI; assessment; diagnosing; improvements; prioritisation; innovativeness; learning; lean
• Status: Published
• ISBN/ISSN/Other: ISSN: 1478-3363