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

By Max Moullin | Go to book overview
Contents
Forewordxi
Introduction1
Part One: Quality3
1What is quality in health and social care?5
Why quality?5
Importance for patients and service users5
Importance for staff6
Importance for reducing costs6
Implications of poor quality in a hospital7
Approaches to defining quality7
Transcendent9
Product-based9
Manufacturing-based9
Consumer-based12
Value-based13
Hybrid definitions13
Defining quality in health and social care13
Quality in primary care15
Dimensions of quality: identifying the needs of service users and other stakeholders16
Quality for users of an artificial limb centre21
Dimensions of quality for carers22
What customers want22
Perceptions and expectations24

-v-

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