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<p><strong>Joan Ramón Villalbí</strong>, Director de Calidad de la <a href="https://www.aspb.cat/" target="_blank">Agència de Salut Pública de Barcelona (ASPB)</a>, socia del Club Excelencia en Gestión que cuenta con el <a href="https://www.clubexcelencia.org/reconocimiento/presentacion" target="_blank">Sello de Excelencia EFQM 300+</a>, nos cuenta los retos que ha ido superando la Agència a lo largo de los años y como se han apoyado en un modelo de gestión para conseguirlo. </p>\r\n
\r\n
<p><strong><em>“</em><em>Para nosotros que hemos ido trabajando con humildad pero de forma persistente a lo largo de los años, con cambios en la dirección política y el equipo de gestión, es un referente”,</em> explica Joan Ramón Villalbí sobre el Sello de Excelencia EFQM 300+ que posee la ASPB</strong></p>\r\n
\r\n
<p><strong>¿Cómo aplica la </strong><strong>Agència de Salut Pública de Barcelona (</strong><strong>ASPB)</strong><strong> su apuesta por la gestión excelente?</strong></p>\r\n
\r\n
<p>En la Agencia hemos ido desarrollando un modelo de gestión que tiene muy en cuenta a todas las partes interesadas, y que al mismo tiempo va permeando en toda la organización, de la dirección y los mandos a todas las personas, a las que conferimos mucha autonomía profesional. Para un organismo de la administración pública esto ha sido todo un reto. Y sin embargo creemos que hemos conseguido ir progresando en esta dirección, definiendo objetivos que respondan a las necesidades y que se vayan concretando en cada dependencia y para cada persona. Al final para nosotros lo más importante es prestar los servicios que nos han encomendado, de forma que satisfaga a nuestra clientela, con una gestión económica equilibrada, manteniendo a personas comprometidas, y velando por el consenso institucional entre las administraciones local y autonómica que nos han creado.</p>\r\n
\r\n
<p><strong>Como organización pública aplican las normativas y protocolos vigentes, poseen unas peculiaridades y características en sus sistemas organizativos… ¿Cómo estructuran sus productos y servicios e introducen mejoras e innovaciones en paralelo? </strong></p>\r\n
\r\n
<p>Para nosotros fue muy importante en su día definir un catálogo de servicios que fuera más allá de la definición más genérica que contienen nuestros estatutos legales. Lo hemos ido revisando periódicamente, y abarca lo que tenemos que hacer de forma muy clara.</p>\r\n
\r\n
<p>Pero si el catálogo de servicios define de manera estable lo que hacemos, no excluye cambios en como lo hacemos. Debemos estar siempre pendientes de cómo mejorar, y aquí nos es muy valiosa la inserción de personas clave de la Agencia en organismos asesores o de coordinación de las administraciones (donde tenemos una nutrida presencia, tanto con el Ayuntamiento como con la administración de la Generalitat o del gobierno central) así como en organizaciones profesionales o científicas de salud pública y de las diversas disciplinas que abarcamos, tanto en sus órganos de gobierno como en sus revistas o sus grupos de trabajo. Además de mediante la reflexión de los profesionales sobre su trabajo diario, es en estos espacios donde detectamos problemas de salud emergentes, cambios potenciales, o formas alternativas de abordar los servicios con mayor efectividad o eficiencia. Esto nos permite pensar y probar cosas nuevas y evaluarlas, para adoptarlas en función de los resultados. De aquí nuestro interés por mantener investigación aplicada a los servicios que prestamos, estableciendo alianzas con organismos de investigación y académicos.</p>\r\n
\r\n
<p><strong>Con su mirada puesta en el cliente, ¿En qué proyectos están trabajando para satisfacer sus demandas?</strong></p>\r\n
\r\n
<p>Entender quién es el cliente de una organización ejecutiva de salud pública como la nuestra fue un reto. Hace años, en el momento de nuestra fundación, hicimos un gran esfuerzo por clarificar y definir por un lado nuestro catálogo de servicios y por otro lado quién era nuestra clientela, separándola de las administraciones que nos fundaron. En buena parte, nuestra clientela está formada por responsables y directivos de diversos servicios públicos, que necesitan de nuestra aportación para poder funcionar. Pero también por los titulares de establecimientos o empresas que sometemos a vigilancia o control sanitario, especialmente en el campo alimentario. Y en parte por algunas organizaciones o personas que nos piden un servicio concreto. Pero en esencia es la ciudadanía quien se beneficia de nuestra actividad, aunque sea sin saber muy bien quienes somos y qué hacemos y sin solicitar un servicio concreto.</p>\r\n
\r\n
<p>Escuchar a nuestra clientela es por tanto todo un reto. Por supuesto que disponemos de las encuestas de opinión más clásicas y del sistema QSF, pero en nuestro caso esto no siempre es suficiente. Pedir su opinión a personas a las que puedes sancionar suele dar poco de sí… por ello hemos tenido que buscar mecanismos alternativos para dar voz a la clientela, por ejemplo grupos focales de donde extraer ideas de mejora en un contexto no intimidante. Nos han dado buenos resultados, de hecho los tenemos reconocidos como ejemplo de buena práctica.</p>\r\n
\r\n
<p><strong>¿Cómo </strong><strong>es la relación de la ASPB con el Club Excelencia en Gestión?</strong></p>\r\n
\r\n
<p>Es cordial y se ve muy facilitada por la Delegación en Cataluña del Club. Miquel Romero es un puntal, siempre dispuesto y asequible. Además sabe catalizar actividades y personas que configuran una red valiosa.</p>\r\n
\r\n
<p><strong>¿Qué destacaría de su Sello de Excelencia EFQM?</strong></p>\r\n
\r\n
<p>Bueno, para nosotros que hemos ido trabajando con humildad pero de forma persistente a lo largo de los años, con cambios en la dirección política y el equipo de gestión, es un referente. La evaluación externa nos ha permitido ir viendo nuestras mejoras y también los ámbitos donde nos cuesta más avanzar. Mirando atrás, vemos que obtenemos resultados buenos de forma sostenida, capeando períodos complejos como los años de fuertes restricciones en el gasto público. Ahora aspiramos a dar un salto cuantitativo con la nueva evaluación.</p>\r\n
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