Main criteria for models of excellence in health care

Abstract

Business excellence models have a long history of development of sixty years. Today, the business excellence model can be essentially classified as world's most famous models/awards for excellence (Japanese, American and European), the most popular national models of excellence (the Australian, British, German, French), as well as models of excellence companies (Siemens, Philips, Toyota). In the world today there are about 120 models of excellence. The best way to improve quality of health organizations that have systems of quality management is by application of the concept of total quality (TQM). This approach ensures the improvement of overall performance of health organizations, primarily the internal organization including management, resources, processes and human resources, health services and performance of business results. The market requires high quality products and services to improve the quality of life, or TQM excellence models in all areas of social subjects operations. It is a process that never ends, and knowing the nature of man who was never satisfied with achieved, that is main driving force for social development. We are witnesses today that some countries are introducing awards to organizations which succeeded in implementation of TQM and models of excellence for quality achievement. The development of a model of business excellence (BE) for dental health care is the main subject of the current study. The aim of this study is to present and analyze the existing criteria for product excellence and based on that, to define criteria for models of excellence for dental health care in Serbia.

Istorija razvoja modela poslovne izvrsnosti duga je šezdeset godina. Oni se u osnovi mogu klasifikovati na: najpoznatije svetske modele - nagrade za izvrsnost (japanski, američki i evropski), najpoznatije nacionalne modele izvrsnosti (australijski, britanski, nemački, francuski) i kompanijske modele izvrsnosti (Siemens, Philips, Toyota). Danas u svetu postoji oko 120 modela izvrsnosti. Najbolji način za unapređenje kvaliteta zdravstvene organizacije jeste primena koncepta 'upravljanja ukupnim kvalitetom'. Ovaj pristup obezbeđuje unapređenje celokupnog poslovanja zdravstvene organizacije, prvenstveno interne organizacije, koja uključuje rukovodstvo, resurse, procese, kadrove, zdravstvene usluge i primenu poslovnih rezultata. Na tržištu se zahteva visok kvalitet proizvoda i usluga radi poboljšanja kvaliteta življenja, odnosno koncepta upravljanja ukupnim kvalitetom preko modela izvrsnosti poslovanja svih subjekata društva. To je proces bez kraja, poznavajući prirodu čoveka, koji nikada nije zadovoljan postignutim, što je osnovna pokretačka snaga razvoja društva. Svedoci smo da neke države uvode priznanja za organizacije koje su u određenom periodu napravile relevantan uspeh u primeni koncepta upravljanja ukupnim kvalitetom, odnosno u ostvarivanju modela izvrsnosti u postizanju kvaliteta. Ovde se istražuje razvoj modela poslovne izvrsnosti za oblast stomatološke zdravstvene zaštite. Cilj rada bio je da se predstave i analiziraju kriterijumi za model izvrsnosti, te na osnovu toga definišu kriterijumi modela izvrsnosti za stomatološku zdravstvenu zaštitu u Republici Srbiji.