Kantonsspital Luzern believes that total quality management philosophy is the main methodology for integrating all organisational processes and branches: “We try to follow and continuously adapt for the changing needs of our patients, doctors and other stakeholders. Due to the permanent changes we have to face, our hospital was looking for a patient and employee survey tool. Luckily, GOA-WorkBench® in a very user-friendly and flexible way allows to carry out the satisfaction surveys, analyse them and proceed with the self-assessment.”

 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.”