International Journal of Health Care Quality Assurance: Volume 28 Issue 2

Establishing an ISO 10001-based promise in inpatients care

Mohammad Ashiqur Rahman Khan, Stanislav Karapetrovic

– The purpose of this paper is to explore ISO 10001:2007 in planning, designing and developing a customer satisfaction promise (CSP) intended for inpatients care.

HoNOS – their utility for payment by results in mental health

Barry L Speak, Paula Hay, Steven J Muncer

The purpose of this paper is to present findings from two studies exploring the Health of the Nation Outcome Scale’s (HoNOS) utility within a new payment by results (PbR) system…

Impact of hospital atmosphere on perceived health care outcome

Ritu Narang, Pia Polsa, Alabi Soneye, Wei Fuxiang

Healthcare service quality studies primarily examine the relationships between patients ' perceived quality and satisfaction with healthcare services, clinical…

Developing and evaluating guidelines for patient and public involvement (PPI) in research

Katherine Pollard, Anne-Laure Donskoy, Pamela Moule, Christine Donald, Michelle Lima, Cathy Rice

A growing literature reports the benefits and challenges of patient and public involvement (PPI) in research; nevertheless, understanding PPI in research design remains…

An EFQM excellence model for integrated healthcare governance

Carlo Favaretti, Paolo De Pieri, Emanuele Torri, Giovanni Guarrera, Fabrizio Fontana, Franco Debiasi, Luciano Flor

The purpose of this paper is to account for a ten-year experience with the European Foundation for Quality Management (EFQM) Excellence Model implemented in the Trento Healthcare…

Steering healthcare service delivery: a regulatory perspective

Gyan Prakash

– The purpose of this paper is to explore regulation in India’s healthcare sector and makes recommendations needed for enhancing the healthcare service.

Inter-organizational cooperation in community health organizations: A competence-based perspective

Mário Franco, Heiko Haase

– The purpose of this paper is to examine various aspects related to inter-organizational cooperation and how this phenomenon can be applied to healthcare institutions.

A stronger voice: Action research in mental health services using carers and people with experience as co-researchers

Sherrie Anne Hitchen, Graham R Williamson

The purpose of this paper is to discuss learning about service-user and carer involvement from an action research (AR) study into self-directed support implementation in one…

Editorial

Keith Hurst