Estudio comparativo de casos sobre el papel del modelo europeo de excelencia en la sostenibilidad de las organizaciones sanitarias

The situation of health organizations, as a result of the economic crisis and the need to face up to the challenges posed by ageing, chronification and the implementation of new treatments and technologies, led to different responses to ensure their sustainability. One of the tools used, which seemed to work in other areas, was the implementation of the European model of excellence (EFQM). The aim of this research was to understand the impact of the model on the sustainability of health organizations. The aim was to identify the factors that differentiated the organizations and to study what changes the model brought about in order to support sustainability. This work was proposed as a case study using qualitative and quantitative methodology. The aim was to compare two organizations with similar characteristics, but with different degrees of implementation of the model. At the quantitative level, significant differences were identified, but not only related to the implementation of the model. Patients from both organizations showed a high degree of satisfaction above the Spanish average. There were also differences in perception and satisfaction among the people in the organizations. The most relevant contribution of the EFQM model to the organizations was the support it provided to create anorganizational culture that favored the emergence of sustainable behaviors and a sense of pride in belonging among people. In addition, it also generated a good image towards the rest of the stakeholders.