Quality Management through Self-Assessment (EFQM based): the Palestinian Dental Clinics as a Case

Yaqouta Othman Mohammed Kharma
ياقوتة عثمان محمد خرمة
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Al-Quds University
This study aimed to determine the impact that the Enablers of the Palestinian dental clinics have on the Results of these clinics. This cross-sectional study followed a descriptive-correlational approach that included quantitative descriptions. A non-Probability convenience sampling method was applied and data was obtained from the sum of (74) dentists of the West-Bank region. For data collection purposes, an e-questionnaire was designed by the researcher as a simplified adaptation of the European Foundation for Quality Management (EFQM) excellence model. The findings estimated; a moderate level of implementation of the EFQM model in the Palestinian dental clinics and centers, hence, moderate levels of self-assessment adoption and of performance in these clinics. In addition, moderate to strong positive correlations between the dental Enablers and the clinics' Results. The study concluded that the Palestinian Dental Clinics' Performance is positively impacted by the following Enablers; Processes, Partnerships & Resources, and Leadership, in a descending order. The most important recommendations of the study were those addressed to the following; the Palestinian dental clinics/centers to hold workshops and training courses that improve their teams' knowledge about leadership and clarify their understanding of its concepts, the Dentistry Faculties of Palestinian universities to include courses related to management in their curricula, the Ministry of Health to develop a more advanced external auditing system that monitors the performance and quality of the Palestinian dental clinics/centers, and to the Palestine Standards Institution (PSI) to establish a Quality Assessment Model derived from the EFQM model that is more specified for implementation within the Dental Care Sector.