ABSTRACT
Introduction: The literature and the experiences of different countries, introduces the implementation of organizational excellence models in health care sector as a way to achieve a developed health care system. This study focused on the process of re-conceptualization of Customer Results criterion in organizational excellence model
Methods: The first edition of the criterion was designed through library studies and synthesizing method. Then, two questionnaires were designed and Delphi Method was used to collect experts' ideas on the criterion. Cronbach's Alpha was used to test the reliability of the questionnaires. Content Validity was also used to test its validity. The second edition of Customer Results criterion was prepared using Focus Groups and in the third stage, the second edition was reviewed in National Productivity and Excellence Award committee. For the fourth stage the criterion was uploaded to the website of Award then the health and treatment committee of award, as well as the managers and experts in the field of organization excellence and award assessors were asked to give their opinions on the criterion which was then revised according to the collected opinions. In the final stage, the model was implemented in 23 hospitals to test its validity and then necessary modifications were applied
Results: There are more than 200 points for a better understanding of general organizational excellence model in health and treatment sector. They are categorized into two groups: 156 guide points for sub criterion of organizational excellence model and 95 complementary points which are supplement guide points
Conclusion: The re-conceptualization process of Customer Results criterion in the European Foundation for Quality Management Excellence Model for the Health Care Sector covers different aspects of the criterion. Therefore, it can be used by many users and when implemented can help them achieve the most developed health care system