A vision of 'quality based on trust' in which employee and patient are central; A method of action with clear guidelines on how employees can work on quality based on trust; A quality team that has lived through the vision, continues to live it and passes it on within the organization; A concrete action plan with initiatives per quarter so that actions become visible.
About UMC Utrecht
With over 12,000 employees, the University Medical Center Utrecht, of which the Wilhelmina Children's Hospital is a part, is one of the largest public healthcare institutions in the Netherlands. Within the UMC Utrecht, the quality team is responsible for quality and safety.
Challenge
UMC Utrecht has the ambition as a hospital to make the step from quality from control to quality from trust. This movement is necessary because quality has often been about systems and ticking lists (control). How can we empower employees to provide the quality needed in the moment? How can control and trust become more balanced?
Approach
Together with an enthusiastic quality team from UMC Utrecht, we set to work on shaping the vision. We involved healthcare professionals, patients and the quality council. We also drew inspiration from outside the healthcare sector, to see with fresh perspective what is needed for the vision.
Result
