Excellence Implementation

Swiss Federal Law on Compulsory Health Care (1996) defines systematic and scientific quality assurance controls. It also declares that the health care service providers shall define programmes and concepts for promoting and improving health-care service quality. Thus the service quality depends on the procedures delivered by the service providers. Total Quality Management (TQM) principles provide a significantly broader content than the standard quality management system requirements. At the Spital TQM is an integral part of the overall management concept, reflected in the organisations philosophy an culture.

In cooperation with the hospital’s management group, a GOA-WorkBench® survey was developed to reveal the gaps in health care services provided. In addition, it allowed to compare results of different aspects among hospital departments.

Achievements and continuous improvement

Theo Smits, Quality manager of Kantonsspital Luzern, appreciates the easy and intuitive use of GOA-WorkBench® software: “The main benefit for our clinic from using the software and implementing the Excellence approach is the fast option to discover the needs and expectations of our patients. In addition, it allows to summarise and analyse patient complaints and suggestions. It has proved to be a precise and great management support tool. Our clinic strives to discover the areas for improvement as soon as possible so that the necessary measures can be taken during the quality-target setting period.”