Implementing and Sustaining Total Quality Management in Health Care
This book will address ten of the major thrusts of TQM within health care in an ordered and practical way. The text will vary from the simple example (car parking!; your desk; telephone behaviour) to the complex, or diverse example (comprehensive standard setting). The simpler the example, perhaps the better the message. The book addresses the following issues in its subsequent chapters: Staff commitment and developing a strategy; Management and organisation of TQM; Measuring quality; Designing health care; Controlling health care processes; Empowering staff and problem solving; Customer responsiveness; Training for quality improvement; Sustaining commitment and momentum.
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Contents Chapter 1 Quality and Health Care and Total Quality Management TQM
developing a strategy
12 other sections not shown
Access achieve action activity admission analysis appointment approach appropriate areas Assessment awareness Aylesbury Vale business planning car parking checklist clinical and non-clinical clinical audit clinical director commitment communication consultant cont'd contracts culture Day Surgery disabled discharge endoscopy ensure environment European Quality Award feedback high quality hospital identified implementation initiatives involvement issues Koch managers and clinicians measurement medical audit meeting Northwick Park Hospital Nurse Manager nursing operational organisation outcomes outpatient Pareto analysis patient trail performance Poka-yoke procedures programme provider unit purchasers Quality Assurance quality costs Quality Improvement Teams Quality Indicators quality management system Quality Planning quality strategy questionnaire referral requirements responsibility satisfaction senior managers setting and monitoring shown in Figure skills Specialty specific staff standard setting structure techniques Total Quality Management waiting ward