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Delivering excellence in health and social care : quality, excellence, and performance measurement

Author: Max Moullin
Publisher: Buckingham [England] ; Philadelphia : Open University Press, 2002.
Edition/Format:   Print book : EnglishView all editions and formats
Summary:
"Many organizations in health and social care are striving to implement the ideas of organizational excellence, performance measurement and process improvement, in the context of a large number of government initiatives including the NHS Plan, Best Value, Clinical Governance and Quality Protects. This book provides a clear explanation of the whole area and includes a wide variety of case studies and examples within  Read more...
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Material Type: Internet resource
Document Type: Book, Internet Resource
All Authors / Contributors: Max Moullin
ISBN: 9780335208890 0335208894 9780335208883 0335208886
OCLC Number: 49305666
Description: xii, 237 pages : illustrations ; 24 cm
Contents: Quality --
What is quality in health and social care? --
Why quality? --
Importance for patients and service users --
Importance for staff --
Importance for reducing costs --
Implications of poor quality in a hospital --
Approaches to defining quality --
Transcendent --
Product-based --
Manufacturing-based --
Consumer-based --
Value-based --
Hybrid definitions --
Defining quality in health and social care --
Quality in primary care --
Dimensions of quality: identifying the needs of service users and other stakeholders --
Quality for users of an artificial limb centre --
Dimensions of quality for carers --
What customers want --
Perceptions and expectations --
Moments of truth --
Quality and equity --
Quality and cost --
The prevention, appraisal, failure (PAF) model --
Missing reports in outpatients --
Bridging the quality gap --
Quality management --
Quality control, assurance and management --
Total quality management (TQM) --
Oakland's model --
Core concepts of TQM --
Quality initiatives in health and social care --
The NHS Plan --
Clinical Governance --
Best Value --
Modernising Social Services --
A Quality Strategy for Social Care --
Investors in People --
Charter Mark --
The philosophies of Deming, Juran and Crosby --
W. Edwards Deming --
Joseph Juran --
Philip Crosby --
The three gurus compared --
Quality standards and quality systems --
Setting service standards --
What is a standard? --
Hard and soft standards --
Good practice in developing standards --
Quality standards at Centrepoint.
Responsibility: Max Moullin.
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Abstract:

Many organizations in health and social care are striving to implement the ideas of organizational excellence, performance measurement and process improvement, in the context of a large number of  Read more...

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"...this is going to be a very useful book. It provides an authoritative overview of approaches to quality management contextualised to health and social care." - Joe Walsh, Independent Management Read more...

 
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