Best practice Cases of the 4th Quality Conference for Public Administration in the EU

Identifying organizational deficits and designing administrative improvements. The case of Cardiac Surgery Unit, Evangelismos Hospital, Athens

Country:	Greece
Organisation:	Cardiac surgery department Evangelismos general hospital of Athens
www homepage:
Contact person:	Mihalis Argiriou
Address:	41, Aetideon Str 15561 Athens Greece
E-mail:	mihalisargiriou@ath. forthnet.gr
Phone:	00306947892131
Fax:	00302106545155
Level:	Federal
Sector:	Health sector

Short description of the case:

Evangelismos General Hospital is a tertiary hospital in Athens, Greece and is a part of the Greek National Health System. The Cardiac Surgery Department serves the necessities of a population of 5,000,000 persons. Annually 580 open heart surgery and 180 other cardiac procedures are performed. One of the hospital’s main goals is the continuous effort to improve its functioning methods and facilities and to upgrade its services provided to the patient population. For this reason, the 2nd Department of Cardiac Surgery, decided the implementation of a Common Assessment Framework (C.A.F.) which is a simple useful and an appropriate mean to evaluate our services. Moreover, it helps to locate our strong and weak points and to improve our performances and can accommodate the comparative performances among public organizations. Having finished the procedure of self-evaluation using the C.A.F, three efficiencies have been developed in order to improve the weak points of the Department. 1. To calculate the extent of the patients’ and their relatives satisfaction, from the services applied, so that any new necessities be detected and applied 2. To determine and calculate crucial indicators in the attendances of patients in the Intensive Care Unit. 3. To improve communication and cooperation with the Hospital’s administration so that the effectiveness of the Department’s function can be ameliorated. To conclude, the goal of the Hospital is to expand the application of simple and practical measures that will increase the quality of rendering services.

Main feature of the case:

- The satisfaction of customers and citizens

- Evidence-based performance improvements

Key words:

CAF,customer satisfaction measurement,performance indicators, self-assessment, hospital

Further information:

Long case description (PDF-form)
Case presentation (PDF-form)