Table 2 Identification of key components of three models of quality in qualitative interviews: frequent (++), occasional (+), absent (−)
Dimensions of quality of healthcare19Respondents’ commentsFundamental concepts of excellence(European Foundation for Quality Management)13Respondents’ commentsQuality management principles (International Organization for Standardization)22Respondents’ comments
Safety+Results orientation+Customer focus++
Effectiveness+Customer focus++Leadership−
Appropriateness++Leadership and constancy of purpose−Involvement of people+
Efficiency−Management by processes and facts+Process approach−
Patient-centredness++People development and involvement+System approach to management−
Timeliness+Continuous learning, innovation and improvement+Continual improvement++
Accessibility−Partnership development−Factual approach to decision making+
Equity−Corporate social responsibility−Mutually beneficial supplier relationships−
Coordination++