EFQM qualitätsmanagement: Einzelfallstudie in einer beratungsstelle

Aim: To determine if the approach of the European Foundation for Quality Management (EFQM) is suitable for improving the level of quality of an outpatient addiction treatment service. Method: A single case study is described that included five years of total quality management that engaged all staff members. Assessment occurred in 1998, 2000 and 2003. Results: The level of quality of the addiction treatment service improved from Level Three to Level Four, according to the EFQM criteria. The 30 partial criteria of the EFQM were systematically implemented and evaluated. Of these, 12 partial criteria showed qualitative improvement. Conclusions: The EFQM approach led to qualitative improvement. The findings of the single case study need to be replicated in further studies.