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PurposeThe purpose of this paper is to describe and understand the effects of the accreditation process on organizational control and quality management practices in two Quebec primary‐care health... more
PurposeThe purpose of this paper is to describe and understand the effects of the accreditation process on organizational control and quality management practices in two Quebec primary‐care health organizations.Design/methodology/approachA multiple‐case longitudinal study was conducted taking a mixed qualitative/quantitative approach. An analytical model was developed of the effects of the accreditation process on the type of organizational control exercised and the quality management practices implemented. The data were collected through group interviews, semi‐directed interviews of key informers, non‐participant observations, a review of the literature, and structured questionnaires distributed to all the employees working in both institutions.FindingsThe accreditation process has fostered the implementation of consultation mechanisms in self‐assessment teams. Improving assessments of client satisfaction was identified as a prime objective but, in terms of the values promoted in o...