Abedsaeedi Z¹ (PhD), Mozafari M * 1 (MSN), Pazargadi M¹ (PhD), Alavi majd H² (PhD)

  ¹ Department of nursing, Faculty of Nursing & Midwifery, Shahid Beheshti University of Medical Sciences, Tehran, Iran.

  ² Department of Biostatistics. School of Allied Medical Sciences, Shahid Beheshti University of Medical Sciences, Tehran, Iran.

  Received: 15 Sep 2010, Accepted: 27 Dec 2010

  Abstract

  Introduction: Successful implementation of total quality management (TQM) needs committed leadership, customer-based approaches, process management, efficient communication, knowledge management, staff sharing and continuous improvement culture. European Foundation for Quality Management is the appropriate framework for introducing or assessing TQM in organizations. The aim of this study was to assess five enabler criteria including leadership, strategy, people, resources-partnerships and processes in Center for Management of Medical Emergencies and Accidents using European Foundation for Quality Management (EFQM) as framework.

  Methods: 399 road and urban emergency medicine services (EMS) stations and all official units in Ilam, Bushehr, Mazandaran, Ardebil, West Azerbaijan, Yazd, Tehran, Sistan – Baluchestan, Khorasan-razavi and Isfahan centers along with their managers (328) and personnel (1576) were selected. The research was conducted in 14 months by a 189-item rating scale to evaluate organization, and two questionnaires to determine leadership style and status of organization empowering.

  Results: Overall, t he mean enabler criteria score was 168.4±34.6 out of 500 therefore, the selected divisions were labeled as drifter organizations which were in early stage of quality improvement road. In comparison, the Tehran, Isfahan and Khorasan- razavi centers with higher score were labeled as improver organizations. The leadership criterion obtained the minimum score (26.6±9.4) and people criterion obtained the maximum score (35.1±5.6).

  Conclusion: To provide the capability for TQM implementation, it is essential to enhance the knowledge and attitude of managers and personnel about quality and its requirements. In addition, EFQM is a proper framework for evaluation and monitoring of EMS performance and determining areas and plans for improvement.

  Key words: European Foundation for Quality Management Total Quality Management Emergency Medical Services Enabler criteria Iran

  Hakim Research Journal 2011 13(4): 257- 266.

  * Corresponding Author: Department of Nursing. Faculty of Nursing & Midwifery, Shahid Beheshti University of Medical Sciences, Valiasr St, Tehran, Iran. Tel: +98- 21- 22257572, Fax: +98- 841- 2227123. Email: Mozafaric@yahoo.com