Transcript No Slide Title

Self Assessment Using
EFQM Excellence MODEL
Down Lisburn Trust’s Experience of
Continuous Improvement
John Simpson
Down Lisburn Trust
CLINICAL
EFFECTIVENESS
Accountability
‘Developing Better Services’
The ‘Quality Triangle’ Model
Charter Mark
Customers
Processes
ISO 9000
People
Investors In People
Charter Mark
1.
2.
3.
Set Standards &
Perform Well.
Actively engage with
your Customers,
Partners and Staff.
Be fair and Accessible
to Everyone and
Promote Choice
4 Continuously Develop
and Improve.
5. Use Your Resources
Effectively &
Imaginatively.
6. Contribute to Improving
Opportunities and
Quality of Life in the
Communities You Serve
Appreciation of our People
Reward
Development
Recognition
Opportunity
“Thank you culture”
OBJECTIVE
Enable Staff to feel: Competent
 Confident
 At Ease
 Valued
 Counter “Corrosion”
Enable Staff to:-
work SMARTER
Not HARDER
Patient / Client
‘Journey’…….
Service Delivery Process …...
Entry
Assessment Intervention
Review
Exit
Post Exit
ISO 9001
International Standard for the Quality Of
Management
• Say what you do
• Challenge it
• Do what you say
• Prove it
QUESTION?
How .. GOOD …… BAD
or
INDIFFERENT ….. are we ..
and …….
HOW DO WE FIND OUT?
------ SELF ASSESS
Self Assessment Focuses on ...
•
•
•
•
•
•
How our organisation works
How good we are
How we compare with others
How good we need (want) to be
What needs to be improved
How to get started
The EFQM have taken a
simple model ...
People
Processes
Results
Organisations achieve better results
through the involvement of all
employees ( people) in the continuous
improvement of their processes
The purpose of Self Assessment
is ...
• To review the organisation against a worldclass standard and to identify resultant
opportunities for improvement.
• To establish an improvement plan to address
the priority improvement opportunities.
• To establish a base line and measure progress
towards becoming a leading organisation.
The Self Assessment process ...
Develop
Commitment
Plan Self
Assessment
REVIEW PROGRESS
Establish Teams to Perform
Self - Assessment & Educate
Communicate Plans &
Conduct Self Assessment
Establish Action
Plans
Implement Action Plan
The European Excellence Model
Driving
Achieves
People
Results
People
Management
Leadership
Policy &
Strategy
Processes
Partnerships &
Resources
Through
Customer
Results
Business
Results
Society Results
Leading Ultimately
to Excellence in ...
How good are we at…?
Satisfying
our Staff
Managing Staff
Leadership
Planning our
Services
Managing
Resources
& Partnerships
Managing the
Delivery of
our Services
Satisfying
all our Patients
Clients or
Customers
Satisfying the
Local
Community
Achieving
all that we
planned or
needed to
achieve
D.L.T. :- JOURNEY
ORGANISATIONAL SELF ASSESSMENT:1998 -- (300-350 pts) --- No site visit
2000 -- (350-400 pts) --- Gold Award
2001 -- (450-500 pts) --- Mark of Excellence
2003 -- (500-550 pts) --- Northern Ireland
Quality Award.
- Northern Ireland Quality Award
Scores 1998 - 2001
60
2003
50
40
1998
30
2000
2001
20
10
0
Leadership
Policy &
Strategy
People
Partneships &
Resources
Processes
Customer
Results
People Results
Society
Results
Key
Performance
Results
What can we do to improve?
Satisfying
Satisfying
our
our Staff
Staff
Managing
Managing Staff
Staff
Leadership
Leadership
Planning
Planning our
our
Services
Services
Managing
Managing
Resources
Resources
Managing
Managing the
the
Delivery
Delivery of
of
our
our Services
Services
Satisfying
Satisfying
all
all our
our Patients
Patients
Clients
Clients or
or
Customers
Customers
Satisfying
Satisfying the
the
Local
Local
Community
Community
Achieving
Achieving
all
all that
that we
we
planned
planned or
or
needed
needed to
to
achieve
achieve
Strengths & A.F.I’s
YEAR
STRENGTHS
AFI’s
1998
246
205
2000
174
127
2001
226
144
2003
121
97
Some Key Areas for Improvement
(2003)
•
•
•
•
•
•
•
Target-setting across the USDP
Succession plans
Strategic rationale regarding Trust partnerships.
Reviewing targets to create greater challenge.
Absenteeism
Internal benchmarking
Review of Performance Management Framework
Benefits ...
• An objective assessment based on factual
information against a set of criteria which is seen as
best practice and which is widely accepted across
Europe.
• A means of measuring our progress over time
through periodic Self Assessment.
• A link between what the organisation needs to
achieve and how we put into place strategies and
processes to deliver our objectives.
• Reinforces link between enabling activities and
excellence in Key Performance Results
Benefits .. ctd…
• Provides a structure to integrate initiatives.
• Enables the organisation to co-ordinate
improvement activities through a
structured approach.
• Gives the organisation an impartial
external assessment.
• Provides a benchmark for organisational
excellence.
Self Assessment Using
EFQM Excellence MODEL
Down Lisburn Trust’s Experience of
Continuous Improvement
John Simpson
Down Lisburn Trust