Delivering Excellence in Health and Social Care: Quality, Excellence, and Performance Measurement

Delivering Excellence in Health and Social Care: Quality, Excellence, and Performance Measurement

Delivering Excellence in Health and Social Care: Quality, Excellence, and Performance Measurement

Delivering Excellence in Health and Social Care: Quality, Excellence, and Performance Measurement

Synopsis

"...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 Consultant, formerly Assistant Director of Social Services at the Royal Borough of Kingston upon Thames

"...the author's wealth of knowledge of the public sector is drawn upon to provide an array of interesting and apposite case studies which illustrate his main themes. As a consequence the book will be useful, not only to those who want an academic perspective, but to anyone concerned with improving the service that they provide". - David Fillingham, Director of NHS Modernisation Agency 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 health and social care, including the Voluntary Sector. The book gives extensive guidance on the use of the Excellence Model, but it does much more than just describe how to use the Model. It provides practical guidance on how to deliver services focussed on patients and service users, on how organizations can lead, motivate and involve their staff, on partnerships and user involvement, and the vital area of process improvement. There is also a major section on performance measurement. Written by a senior lecturer at Sheffield Hallam University, who is also a Director of South Yorkshire Excellence, and a member of Trent Regional Health Authority's Modernisation Board, Delivering Excellence in Health and Social Care will be of considerable value to managers at all levels in health and social care.

Excerpt

My position fortunately affords me the opportunity to visit a great many nhs organizations and to speak with both front-line staff and patients. in the course of these visits, I invariably ask everyone I meet to tell me of their greatest concern or worry in relation to the nhs. Although the reply is expressed in a variety of ways, there is inevitably a common theme. For staff it will be to ensure that we are always providing the best possible 'quality' care for our patients, and for the patients themselves it will be that they always receive the highest standard of care and treatment.

It is without doubt true that quality matters. That conclusion leads us on to a whole new set of questions. What do we really mean by a quality service? Is it seen differently by those who provide the services and by those patients, clients and citizens for whom the services are provided? Just as importantly, once we know how to measure quality, how can we work to improve it? All too often, busy workers in the caring professions simply don't have the time or the tools to consider these issues properly.

Max Moullin goes a long way towards providing professionals with the kind of insight which they most urgently require. Mis review of the different approaches to measuring quality and to promoting excellence in health and social care is comprehensive and thorough. Just as importantly, it is rooted in practical reality. His published competitors in this field usually draw heavily upon private sector examples — examples which those working in the nhs, social services and the voluntary sector find hard to relate to their daily experience. Max makes no such mistake. He draws upon his wealth of public sector knowledge to provide an array of interesting and apposite case studies which illuminate his main themes. As a consequence, his book will be useful not only to those who want an academic perspective, but to anyone who is concerned with improving the service they provide.

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