Health Service Quality. An Introduction to Quality Methods for Health Services
This book introduces quality methods and outlines an approach to quality developed for health services. Although it is written primarily for people who work in the British NHS, the concepts and ideas are also relevant to private health services and health systems in Europe, the USA, Australia and other countries. Few recognized that quality is not a purchaser requirement to be met, but a philosophy, a set of methods, and an organizational revolution essential to the competitive position and survival of a service; that quality improves customer service, cuts costs and raises productivity. Fewer still recognized that continuous quality improvement must be driven by the service provider, not the purchaser.
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