Quality Approach Model Implementation in Public Hospitals - The National Institute of Oncology (Morocco) as a Case Study

Abstract

Introduction: The quality approach implementation in Moroccan public hospitals (MPH) is a major challenge for improving access, safety, quality, and performance in health care provision. Faced with the increasingly demanding expectations of the health system users and the universal health recommendations, the development of a national health system in accordance with international quality standards is becoming a challenge for the Moroccan health system, hence the importance of implementing a quality approach adapted to each hospital’s context. Design and Methods: This is a cross-sectional study that occurred from January 01, 2018, to March 31, 2021, at the National Institute of oncology (NIO), 12 resource persons participated in the focus group; the documents used included the NIO establishment project, quality activity reports, and the service quality manual. They were chosen using the non-probability sampling method with the conventional technique for resource persons. Results: The results propose a new framework for the implementation of a sustainable and continuous quality approach in MPH. The latter was tested in the NIO and gave convincing results; such as the reduction in infection rates by (30% in 2018 to 04% in 2020), the reduction of the time taken to receive chemotherapy preparations from (between 1 and 2 hours in 2019) to (less than an hour in 2020) and the improvement in group dynamics and communication with users. Conclusion: In this article, we have highlighted the quality governance model, the conceptual framework, the inputs, and the expected results of such an approach. The generalization of this approach in MPH requires another large-scale validation study