Delivering excellence in health and social care: quality, excellence, and performance measurement
Gespeichert in:
| 1. Verfasser: | |
|---|---|
| Format: | Buch |
| Sprache: | English |
| Veröffentlicht: |
Buckingham [u.a.]
Open University Press
2010
|
| Ausgabe: | 1. publ., repr. |
| Schlagworte: | |
| Online-Zugang: | Inhaltsverzeichnis |
| Beschreibung: | Includes bibliographical references and index |
| Beschreibung: | XII, 237 S. graph. Darst. |
| ISBN: | 9780335208883 0335208886 0335208894 |
Internformat
MARC
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| 245 | 1 | 0 | |a Delivering excellence in health and social care |b quality, excellence, and performance measurement |c Max Moullin |
| 250 | |a 1. publ., repr. | ||
| 264 | 1 | |a Buckingham [u.a.] |b Open University Press |c 2010 | |
| 300 | |a XII, 237 S. |b graph. Darst. | ||
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| 500 | |a Includes bibliographical references and index | ||
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| 650 | 4 | |a Social services | |
| 650 | 4 | |a Medical policy | |
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Datensatz im Suchindex
| _version_ | 1804143900126871552 |
|---|---|
| adam_text | Contents
Foreword xi
Introduction 1
Part One: Quality 3
1 What is quality in health and social care? 5
Why quality? 5
Importance for patients and service users 5
Importance for staff 6
Importance for reducing costs 6
Implications of poor quality in a hospital 7
Approaches to defining quality 7
Transcendent 9
Product-based 9
Manufacturing-based 9
Consumer-based 12
Value-based 13
Hybrid definitions 13
Defining quality in health and social care 13
Quality in primary care 15
Dimensions of quality: identifying the needs of service
users and other stakeholders 16
Quality for users of an artificial limb centre 21
Dimensions of quality for carers 22
What customers want 22
Perceptions and expectations 24
vi Contents
Moments of truth 25
Quality and equity 26
Quality and cost 28
The prevention, appraisal, failure (PAF) model 28
Missing reports in outpatients 31
Bridging the quality gap 32
2 Quality management 36
Quality control, assurance and management 36
Total quality management (TQM) 38
Oakland s model 39
Core concepts of TQM 40
Quality initiatives in health and social care 43
The NHS Plan 45
Clinical Governance 47
Best Value 48
Modernising Social Services 49
A Quality Strategy for Social Care 50
Investors in People 50
Charter Mark 51
The philosophies of Deming, Juran and Crosby 52
W. Edwards Deming 52
Joseph Juran 57
Philip Crosby 59
The three gurus compared 62
3 Quality standards and quality systems 64
Setting service standards 64
What is a standard? 65
Hard and soft standards 67
Good practice in developing standards 69
Quality standards at Centrepoint 70
Quality standards at Capital Carers 71
Structure, process, outcome 71
Monitoring service standards 74
Monitoring standards in child protection 77
Monitoring standards in contracts and partnership
arrangements 77
Quality systems 80
Quality systems in mental health 83
ISO9000 83
Requirements of ISO9001 85
Benefits of ISO9000 87
Guidelines for implementation 88
ISO9000 and TQM 91
Contents vii
Part Two: Excellence 93
4 The Excellence Model 95
What is excellence? 95
The EFQM Excellence Model 96
Underlying concepts of the Excellence Model 98
The Excellence Model and TQM 100
Death by 100 initiatives 101
Model criteria and sub-criteria 102
Self-assessment using the Excellence Model 106
Using RADAR 107
Scoring and self-assessment 108
Carrying out self-assessment 111
Self-assessment and business planning 113
Implementing the Excellence Model in social care 117
Case studies 117
South Tees Acute Hospitals NHS Trust colposcopy clinic 117
Cheshire social services 119
Thames Reach 119
Using the model if limited time is available 121
5 Leadership, policy and strategy 122
Total quality leadership (TQL) 124
Characteristics of effective leaders 125
Leadership styles 127
Leadership competencies 128
Leadership of change 129
Developing a learning culture 132
Visions, missions and core values 135
Implementing policy and strategy 137
Policy deployment 139
Going beyond the mission statement: requirements
for effective policy deployment 139
Policy deployment at Center Pares 141
Policy deployment at Kingston upon Hull City Council 141
6 People development and involvement 143
People involvement and empowerment 145
Empowerment 146
Developing effective teams 147
Teams for quality improvement 149
Clear performance objectives 152
Improving working lives 154
Developing a service culture 154
Twelve steps to a service culture 156
vili Contents
7 Partnerships and user involvement 159
Managing quality across organizational boundaries 159
Partnerships in intermediate care 161
North East Derbyshire Community Mental Health Service 162
Principles of partnership working 164
User involvement 165
Involving carers 167
The three Cs of user involvement 168
Responding to user views 169
8 Process improvement 170
Redesigning the process 171
Defining the process 171
Achieving breakthrough improvements 173
Making sure all activities add value 173
Designing customized processes for particular groups 174
Scheduling activities 175
Identifying bottlenecks and constraints 176
Communication 177
Goldratt s theory of constraints (TOC) 177
Lean thinking 180
Process improvement and business process
re-engineering (BPR) 182
Part Three: Performance measurement 185
9 Measuring performance 187
What is performance measurement? 188
Aims of performance measurement 189
Benchmarking 190
Why benchmark? 191
Carrying out a benchmarking study 192
The performance prism 193
Use of the prism at London Youth 194
Measuring the effectiveness of a taskforce 197
The balanced scorecard 197
A balanced scorecard for public sector organizations 199
Measuring performance using the Excellence Model 200
Perception measures, performance indicators
and outcomes 201
Using the Excellence Model to measure performance in a
mental health unit 203
Quality performance indicators 203
Developing quality performance indicators 204
Performance Indicators for TSB Homeloans 205
Contents ix
Best Value performance indicators 207
Measuring user perceptions 207
Qualitative methods 209
Questionnaires 211
Measuring perceptions and expectations 215
10 Delivering excellence: a final word 217
References 219
Index 227
|
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| dewey-hundreds | 300 - Social sciences |
| dewey-ones | 362 - Social problems and services to groups |
| dewey-raw | 362.1/068/5 |
| dewey-search | 362.1/068/5 |
| dewey-sort | 3362.1 268 15 |
| dewey-tens | 360 - Social problems and services; associations |
| discipline | Pädagogik Soziologie Soziale Arbeit |
| edition | 1. publ., repr. |
| format | Book |
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| indexdate | 2024-07-09T22:55:00Z |
| institution | BVB |
| isbn | 9780335208883 0335208886 0335208894 |
| language | English |
| lccn | 2002022792 |
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| spelling | Moullin, Max 1953- Verfasser (DE-588)173584063 aut Delivering excellence in health and social care quality, excellence, and performance measurement Max Moullin 1. publ., repr. Buckingham [u.a.] Open University Press 2010 XII, 237 S. graph. Darst. txt rdacontent n rdamedia nc rdacarrier Includes bibliographical references and index Medical care / Quality control Social services Medical policy Qualitätsmanagement (DE-588)4219057-5 gnd rswk-swf Sozialeinrichtung (DE-588)4077579-3 gnd rswk-swf Krankenpflege (DE-588)4032813-2 gnd rswk-swf Sozialeinrichtung (DE-588)4077579-3 s Qualitätsmanagement (DE-588)4219057-5 s DE-604 Krankenpflege (DE-588)4032813-2 s HBZ Datenaustausch application/pdf http://bvbr.bib-bvb.de:8991/F?func=service&doc_library=BVB01&local_base=BVB01&doc_number=021187544&sequence=000002&line_number=0001&func_code=DB_RECORDS&service_type=MEDIA Inhaltsverzeichnis |
| spellingShingle | Moullin, Max 1953- Delivering excellence in health and social care quality, excellence, and performance measurement Medical care / Quality control Social services Medical policy Qualitätsmanagement (DE-588)4219057-5 gnd Sozialeinrichtung (DE-588)4077579-3 gnd Krankenpflege (DE-588)4032813-2 gnd |
| subject_GND | (DE-588)4219057-5 (DE-588)4077579-3 (DE-588)4032813-2 |
| title | Delivering excellence in health and social care quality, excellence, and performance measurement |
| title_auth | Delivering excellence in health and social care quality, excellence, and performance measurement |
| title_exact_search | Delivering excellence in health and social care quality, excellence, and performance measurement |
| title_full | Delivering excellence in health and social care quality, excellence, and performance measurement Max Moullin |
| title_fullStr | Delivering excellence in health and social care quality, excellence, and performance measurement Max Moullin |
| title_full_unstemmed | Delivering excellence in health and social care quality, excellence, and performance measurement Max Moullin |
| title_short | Delivering excellence in health and social care |
| title_sort | delivering excellence in health and social care quality excellence and performance measurement |
| title_sub | quality, excellence, and performance measurement |
| topic | Medical care / Quality control Social services Medical policy Qualitätsmanagement (DE-588)4219057-5 gnd Sozialeinrichtung (DE-588)4077579-3 gnd Krankenpflege (DE-588)4032813-2 gnd |
| topic_facet | Medical care / Quality control Social services Medical policy Qualitätsmanagement Sozialeinrichtung Krankenpflege |
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