Applying the model of excellence in dental healthcare

Abstract

Introduction Models of excellence are considered a practical tool in the field of management that should help a variety of organizations, including dental, to carry out the measurement of the quality of provided services, and so define their position in relation to excellence. The quality of healthcare implies the degree within which the system of healthcare and health services increases the likelihood of positive treatment outcome. Objective The aim of the present study was to define a model of excellence in the field of dental healthcare (DHC) in the Republic of Serbia and suggest the model of DHC whose services will have the characteristics of outstanding service in the dental practice. Methods In this study a specially designed questionnaire was used for the assessment of the maturity level of applied management regarding quality in healthcare organizations of the Republic of Serbia. The questionnaire consists of 13 units and a total of 240 questions. Results The results of the study were discussed involving four areas: (1) defining the main criteria and sub-criteria, (2) the elements of excellence of DHC in the Republic of Serbia, (3) the quality of DHC in the Republic of Serbia, and (4) defining the framework of the model of excellence for the DHC in the Republic of Serbia. The main criteria which defined the framework and implementation model of excellence in the field of DHC in Serbia were: leadership, management, human resources, policy and strategy, other resources, processes, patients' satisfaction, employee's satisfaction, impact on society and business results. The model had two main parts: the possibilities for the first five criteria and options for the other four criteria. Conclusion Excellence in DHC business as well as the excellence of provided dental services are increasingly becoming the norm and good practice, and progressively less the exception.

Uvod Modeli izvrsnosti se smatraju praktičnim alatom u oblasti upravljanja koji treba da pomogne različitim organizacijama, pa i stomatološkim, da same izvrše merenje nivoa kvaliteta pruženih usluga i tako definišu gde se nalaze u odnosu na izvrsnost. Kvalitetna zdravstvena zaštita podrazumeva stepen u kojem sistem zdravstvene zaštite i zdravstvena usluga povećavaju verovatnoću pozitivnog ishoda lečenja. Cilj rada Cilj istraživanja bio je da se definiše model izvrsnosti za oblast stomatološke zdravstvene zaštite (SZZ) u Republici Srbiji i predloži model organizacije SZZ čija će usluga imati odlike izvrsne usluge u stomatološkoj praksi. Metode rada Za ovo istraživanje korišćen je posebno sačinjen upitnik za ocenu nivoa zrelosti primenjenog upravljanja kvalitetom u zdravstvenim organizacijama u Republici Srbiji. Upitnik se sastojao od 13 celina i 240 pitanja. Rezultati Rezultati istraživanja su razmatrani u četiri oblasti: 1) definisanje glavnih kriterijuma i podkriterijuma; 2) elementi izvrsnosti za SZZ u Republici Srbiji; 3) kvalitet u SZZ Republike Srbije; i 4) definisanje okvira modela izvrsnosti za SZZ u Republici Srbiji. Glavni kriterijumi koji su definisali okvir i primenu modela izvrsnosti u oblasti SZZ u Srbiji bili su: liderstvo, upravljanje ljudskim resursima, politika i strategija, ostali resursi, procesi, zadovoljstvo pacijenata, zadovoljstvo zaposlenih, uticaj na društvo i poslovni rezultati. Model je imao dve osnovne celine: mogućnosti za prvih pet kriterijuma i mogućnosti za ostala četiri kriterijuma. Zaključak Izvrsnost u poslovanju SZZ, kao i izvrsnost pruženih stomatoloških usluga, sve više postaje pravilo i dobra praksa, a sve manje izuzetak.