International Journal of Health Care Quality Assurance: Volume 11 Issue 2

Preliminary evaluation of the efficacy and implementation of the new NHS complaints procedure

J. McCrindle, R.K. Jones

The increase (28.8 per cent) in the number of complaints from pre‐New NHS Complaints Procedure to the implementation of the new procedures in 1996 is a matter of concern because…

Health care utilization by the elderly in HMOs: comparing risk and cost contracts

Kris Siddharthan, W. Michael Reid

Data are utilized collected from the American Association of Health Plans, a trade association representing HMOs, to study differences in utilization patterns between Medicare…

The development of a quality model: measuring effective midwifery services (MEMS)

Julie Martin‐Hirsch, Gillian Wright

In a wider debate on defining and measuring quality in health care, there is a particular need for frameworks for understanding and managing quality in specific specialties. This…

What is adequate health care and how can quality of care be improved?

Jochanan Benbassat, Mark Taragin

Attempts to improve patient care, its increasing cost and the aggressive malpractice environment have highlighted the need for standards of professional accountability. However…

Quality systems in health care: a situational approach

J.D. van der Bij, T. Vollmar, M.C.D.P. Weggeman

Many views on quality management in professional service firms derived from ideas of industrial quality management. It seems that in the area of professional services these ideas…