Методология совершенствования деятельности санаторно-курортной организации на основе критериев глобальной модели EFQM 2020: представление методики самооценки.

Abstract

Improving the quality of health resort services through effective management is one of the key tools to increase their competitiveness, which increases the demand, ensures year-round occupancy and increases their financial results. An independent assessment of the management system in a health resort and the publication of the results build the trust of guests as well as authorities and investors, which contributes to attracting investment in the resort and its sustainable development. Purpose of the study. This study develops a methodology for managing changes in accordance with standardized international criteria to improve the results and ensure the development of a health resort. Materials and methods. An express self-assessment of the health resort's management system was carried out by means of a questionnaire, which reveals the development level according to the most effective approaches within each criterion of the global model EFQM 2020. These criteria emphasize consumer priorities, sustainable values, the satisfaction of stakeholder needs, and the environment. The approaches characterizing the health resort’s activity, help to estimate the level of its maturity in accordance with the principles of sustainable development. The results were used to plan improvements in the health resort's operations. In comparison with the results of past self-assessments, these results record the current state of the management system and demonstrate the levels of development and tendencies in work practices, showing possibilities for the development of the resort. To assess the activities of the health resort organization for each element of the model, four options for assessing the levels of maturity were selected. Conclusions. Express self-assessment gives a rapid assessment of the activities of health resorts based on the questionnaire and information supplied verbally. The results can be obtained within one day and can represent graphically the evaluation profile of the health resort. The method can be used in any health resort, regardless of its organization, ownership, or medical specialization. Indirectly, the methodology develops patient- and risk-oriented thinking among management, which forms a culture of quality and innovation in the health resort itself and in the professional community of organizations in order to contribute to the growth and prosperity of the spa industry in Russia as a whole. Improving the methodology of express self-assessment includes clarifying and adding statements to the questionnaire in relation to the best management practices of health resorts, new goals, objectives, and business technologies, as well as challenges at the regional and global levels.