EFQM Excellence Model: the framework for quality development in the PSI

PSI recognised for excellencePSI Recognised for Excellence- 4 Stars

The PSI recognises the importance of quality in our work, both in terms of how we carry out our functions as well as how we formulate our strategies and how we interact with our stakeholders. With this in mind, we began our journey to achieve recognition under the European Foundation for Quality Management (EFQM).

We believe that the public has the right to expect, and to receive, a high standard of care from pharmacists, and to know that pharmacies are operated to high standards. We believe that the public should always be able to trust pharmacists and pharmacies to deliver this standard of care and service. As part of our ongoing development, and in seeking to provide continued assurance in an evolving healthcare, regulatory and public sphere, we committed to adopt the EFQM Excellence Model as the framework for quality development within the PSI, so we too can be held accountable for our work.

The EFQM Excellence Model is a non-prescriptive framework, created by a team of experts from industry and academia, that can be used to gain a holistic view of any organisation. Since its inception, the EFQM Excellence Model has been a blueprint for EFQM members and organisations to develop a culture of excellence, drive innovation, and improve results. Excellent organisations achieve and sustain outstanding levels of performance that meet or exceed the expectations of all their stakeholders.

Our journey to recognition began in late 2016 when we decided to explore achieving recognition under the EFQM Excellence Model. During 2017 and 2018 we did significant work in looking at the EFQM Model and assessing our organisation against the EFQM criteria. This assessment allowed us to take a step back and critically look at how we function as an organisation. It gave us the opportunity to identify our strengths, weaknesses and areas for improvement. It also opened up the opportunity to meet with and learn from other organisations who have achieved EFQM Excellence. We made our submission to EFQM for external assessment in June 2019. This covered everything from business processes and strategy development to customer and staff engagement. EFQM assessors visited the PSI for two days in July 2019. During the on-site visit, the assessors interviewed and held focus groups with staff to validate and confirm the information in the submission document, following which we received our four-star recognition and value-adding strategic feedback.

We are an organisation that seeks to achieve and sustain results that meet the needs of the organisation, its stakeholders and society, and we will continue to do so as we continue on our EFQM journey.

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