Integración del Modelo EFQM y el despliegue Hoshin Kanri en un área de atención primaria

Abstract

IntroductionThe experience of Area 11 (Primary Care, Madrid public health service) has been directed toward the integration of selfevaluation with the EFQM Excellence Model and policy deployment (Hoshin Kanri model) by systematically applying a strategic plan. MethodologyAt the heart of the process of designing a strategic plan was the integration of benchmarking tools (EFQM Excellence Model and GIB Model for the internal and external environment, respectively), as well as techniques relating strategic and operational features (Hoshin Kanri Model) for policy deployment. In each phase, methodological rigor was guaranteed by using classical and advanced quality techniques (brainstorming, affinity diagrams, tree diagrams, DAFO), as well as prioritization techniques (Saaty’s prioritization matrix or Analytical Hierarchy Process, Hanlon’s matrix). ConclusionsStrategically, the opportunity to integrate institutional policies with the normal operational planning of the primary care area was strengthened by directing it toward integrated quality improvement.The application of a policy management system (Hoshin Kanri) and policy deployment after self-evaluation with the EFQM Excellence Model allowed greater participation among management and health professionals, thus directing the health area toward integrated quality improvement.