Three-level quality assessment of a dental hospital using EFQM.

Document Type



Community Health Sciences


Purpose: This article aims to measure quality by applying the European Foundation for Quality Management (EFQM) excellence model at three different participation levels, in a Karachi teaching university dental hospital. Design/Methodology/Approach: The case study assessed the eight EFQM model excellence concepts as benchmarks for providing quality services: results orientation, customer focus, leadership and constancy of Purpose, management by processes and facts, people development and involvement, continuous learning, innovation and improvement, partnership development, and corporate social responsibility. This study was conducted at Hamdard University Dental Hospital (HUDH), located in Karachi - part of the largest privately-owned university in Pakistan. Data were collected through in-depth interviews with internal stakeholders at three levels (management, faculty and student). FINDINGS: Continuous learning, innovation and improvement, partnership development, and corporate social responsibility were satisfactorily represented. Research Limitations/Implications: The EFQM assessment was limited to a single university dental hospital, hence findings cannot be generalized. Originality/Value: The article highlights that it is envisaged that this exercise will bring about a positive change in attitude and will stimulate institute staff to kick start the self assessment process and implement measures leading to better quality practices, thus establishing a continuous quality improvement cycle.


International Journal of Health Care Quality Assurance