THE INFLUENCE OF EFQM PRACTICE ON HEALTH CARE WORKERS’ PERCEPTIONS: INITIAL ANALYSIS

Abstract

The role of organizational justice has not been frequently explored on health care services but it might play a key role in explaining organizational results. In this work we compared two kinds of primary health care centers: those that did not apply any explicit quality model and one that has been developing the EFQM (European Foundation Quality Model) for several years. We did so including workers from all professional categories at the health care center (physicians, nurses, management personnel, administrative staff, social workers, psychologists, etc.) since each role has a central importance in the delivery of a result with high quality. We expected significant differences among the workers’ fairness perceptions, levels of satisfaction and levels of emotional commitment in both kinds of centers (with and without EFQM application). Here we present the relationship of the organizational fairness judgments of health care workers with several variables as emotional commitment and job satisfaction related with their professional group and their quality management policy

Keywords

• EFQM, Health Care Service Workers, Organizational Justice, Job Satisfaction

Kaynakça

1. Anton, Concepcion, (1999), Las tres dimensiones del compromiso organizacional: un modelo causal, Salamanca: USAL.
2. Aranaz, Jose Antonio, and Mira, Jose Joaquin, (1988), “Cuestionario Font Roja. Un instrumento de medida de la satisfacción en el medio hospitalario”, Todo Hospital, Vol. 47, pp: 53-60.
3. Bies, Robert., and Moag, J., (1986), Interactional Justice: Communication crietria of fairness. (in: R. J. Lewicki, B. H. Sheppard and M. H. Bazerman- Eds., Research on negotiations in organizations, Vol.1,), Greenwich, CT: JAI Press, pp. 43-55.
4. Brooks, Andrea, and Zeit, Gerald, (1999), Effects of Total Quality Management and perceived justice on organizational commitment of hospital nursing staff, Journal of quality management, Vol.4, No.1, pp. 69-93.
5. Cohen, Jacob, (1988), Statistical power analysis for the behavioral sciences, Hillsdale, NJ: Erlbaum.
6. Colquitt, Jason, (2001), “On the dimensionality of organizational justice: A construct validation of a measure”, Journal of Applied Psychology, Vol. 86, No. 3, pp. 386-400.
7. Colquitt, Jason, Colon, Donald, Wesson, Michael, Porter, Christopher, and Ng, Yee, (2001),
8. “Justice at the Millennium: A Meta-Analytic Review of 25 Years of Organizational Justice Research”, Journal of Applied Psychology, Vol. 86, No.3, pp. 425-445. Greenberg, Jerald, (1990), “Organizational Justice: Yesterday, Today and Tomorrow”. Journal of Management, Vol. 16, pp. 399-432.

9. Greenberg, Jerald, and Colquitt, Jason, (2005), Handbook of organizational justice, Mahwah, NJ:
10. Lawrence Erlbaum Associates. Leventhal, Gerald, (1980), “What should be done with equity theory? New approaches to the study of fairness in social relationships” (in K. Gergen, M. Greenberg and R. Willis-Eds., Social exchange: Advances in theory and research,), New York: Plenum, pp. 27-55.
11. Lleras, Siro, (2003), Guía de autoevaluación en atención primaria: Cuestionario adaptado para la aplicación del Modelo Europeo de Excelencia, Valladolid: Gerencia Regional de Salud.
12. Mattila, Anna, (2004), “The impact of service failures on customer loyalty. The moderating role of affective commitment”, International Journal of Service Industry Management, Vol.15, No.2, pp.134-149.
13. Meyer, John, and Allen, Natalie, (1991), “A three-component conceptualization of organizational commitment”, Human Resource Management Review, Vol. 1, No. 1, pp. 61-89.
14. Meyer, John, Stanley, David, Herscovitch, Lynne, and Topolnytsky, Laryssa, (2002), “Affective,
15. Continuance, and Normative Commitment to the Organization: A Meta/analysis of Antecedents, Correlates and Consequences”, Journal of Vocational Behaviour, Vol. 61, pp. 20-52. Nabitz, Udo, Klazinga, Niek, and Walburg, Jan, (2000), “The EFQM excellence model: European and Dutch experiences with the EFQM approach in health care”, International Journal for Quality in Health Care, Vol.12, No.3, pp.191-201.
16. Pérez-Arechaederra, Diana, Herrero,Carmen, Lind, Allan, and Masip, Jaume, (2010), “Exploration of fairness in health services: A qualitative analysis”, Health Marketing Quarterly, Vol.27, No.3.
17. Rodríguez, Carmela., Alonso, Manuela, Ballesteros, Carmen, Gómez, Miguel, Morán, Maria Jesus, Moreno, Pilar, (2004), “Implantación del Modelo EFQM de Autoevaluación en el Centro de
18. Salud”, IV Congreso de Atención Primaria de Castilla-León, Zamora. Thibaut, John, and Walker, Laurence, (1975), Procedural Justice: A psychological analysis.
19. Hillsdale, NJ: Erlbaum. Van den Bos, Kees, (1999), “What are we talking about when we talk about no-voice procedures?
20. On the psychology of the Fair Outcome Effect”, Journal of Experimental Social Psychology, Vol. , pp. 560-577.