Adding Value for Customers

8 July 2013

Hospital Galdakao-Usandolo Ospitalea (Osakidetza) - Spain

EFQM's 2012 Awards Finalist.

"There's a huge difference between a hospital managed with the EFQM Model and a hospital that isn't. The Model involves a thorough analysis of your organisation, including aspects that other management systems would probably overlook."
Santiago Rabanal, Chief Executive Officer


The Hospital Galdakao-Usansolo (HGU), from Osakidetza, is a Health Services organisation that provides health care coverage to a population of around 300,000 inhabitants in the Interior Region of Bizkaia. An average of 3,000 people per day visit to the hospital to receive specialised care. In the HGU "We work to improve the health of our population" (Mission), and support all our work in the values of Innovation, Professionalism, Teamwork, Proximity and Commitment.

Benefits of implementing the EFQM Excellence Model

  • In the current economic climate, using the EFQM Model enables Hospital Galdakao-Usandolo to successfully address the crisis regarding the results of the company.
  • One of their targets is to adjust expenditure to the income level, with a maximum deviation of +/- 1%. Targets have been met every year since 2006. Even in 2010 they were under the budget provided by the Department of Health. This is due to the level of efficiency the hospital has reached.
  • The number of active improvement teams has risen from 14 in 2006 to 124 in 2011. Last year, around 25% of all HGU people (a total of around 1,600, counting both permanent and temporary staff) took part in one or more of these teams.
  • Patient satisfaction stands at close to 100%. These results are directly attributable to the hospital's customer focus.

Hospital Galdakao-Usandolo Ospitalea (Osakidetza) was a Finalist in the EFQM's 2012 Excellence Awards.

"Driving Excellence with a specific focus on innovation is the most important part of the culture of the organisation."
Karin Walter, EFQM Assessment Team Leader