Self Assessment Using EFQM Excellence MODEL Down Lisburn Trust’s Experience of Continuous...
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Self Assessment Using EFQM Excellence MODEL Down Lisburn Trust’s Experience of Continuous Improvement John Simpson Down Lisburn Trust
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Self Assessment UsingEFQM Excellence MODEL
Down Lisburn Trust’s Experience ofContinuous Improvement
John Simpson
Down Lisburn Trust
CONTINUOU
S
PROFESSIO
NA
LDEVE
LOPMEN
T
Controls
Assurance
Risk management
ComplaintsClinical & Social Care GovernanceMandatory
TrainingEVIDENCEBASED
PRACTICE
CLINICALEFFECTIVENESS PROFE
SSIONA
LSELF
REGULATION
Performance management
User
Involvement AccountabilityAgenda for Change
Equality
Competence Knowledge and Skills FrameworkResearch &
Development Health &
Safety
QUALITY
LITIGATION Procedures
Customer
SatisfactionStakeholder requirements‘Priorities for Action’
National Service Frameworks
‘Developing Better Services’
GOVERNANCE
The ‘Quality Triangle’ Model
Customers
Processes People
Charter Mark
ISO 9000 Investors In People
Charter Mark
1. Set Standards & Perform Well.
2. Actively engage with your Customers, Partners and Staff.
3. 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 PeopleReward Development
Recognition Opportunity
“Thank you culture”
OBJECTIVEEnable Staff to feel:- Competent Confident At Ease Valued Counter “Corrosion”
Enable Staff to:-
work SMARTER
Not HARDER
Entry Assessment Intervention Review Exit Post Exit
Patient / Client ‘Journey’…….Service Delivery Process …...
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 ...
Organisations achieve better results through the involvement of all
employees ( people) in the continuous improvement of their processes
People Processes Results
The purpose of Self Assessment is ...
• To review the organisation against a world-class 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
Establish Teams to Perform Self - Assessment & Educate
Communicate Plans & Conduct Self Assessment
Establish Action Plans
Implement Action Plan
REVIEW PROGRESS
The European Excellence Model
AchievesDriving
ThroughLeading Ultimatelyto Excellence in ...
Leadership ProcessesBusiness
Results
People Management
Policy & StrategyPolicy & Strategy
Partnerships &Resources
PeopleResults
CustomerResults
Society Results
LeadershipLeadership
Managing the Delivery of
our Services
Managing the Delivery of
our Services
Achievingall that we planned or needed to achieve
Achievingall that we planned or needed to achieve
Managing StaffManaging Staff
Planning our Services
Planning our Services
Managing Resources
& Partnerships
Managing Resources
& Partnerships
Satisfying our Staff
Satisfying our Staff
Satisfyingall our Patients
Clients or Customers
Satisfyingall our Patients
Clients or Customers
Satisfying the Local
Community
Satisfying the Local
Community
How good are we at…?
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 AwardScores 1998 - 2001
0
10
20
30
40
50
60
Leadership Policy &Strategy
People Partneships &Resources
Processes CustomerResults
People Results SocietyResults
KeyPerformance
Results
1998
2000
2001
2003
LeadershipLeadership
Managing theDelivery of
our Services
Managing theDelivery of
our Services
Achievingall that weplanned orneeded toachieve
Achievingall that weplanned orneeded to
achieve
Managing StaffManaging Staff
Planning ourServices
Planning ourServices
ManagingResources
ManagingResources
Satisfyingour Staff
Satisfyingour Staff
Satisfyingall our Patients
Clients or Customers
Satisfyingall our Patients
Clients or Customers
Satisfying the Local
Community
Satisfying the Local
Community
What can we do to improve?
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 UsingEFQM Excellence MODEL
Down Lisburn Trust’s Experience ofContinuous Improvement
John Simpson
Down Lisburn Trust
