International Journal of Health Care Quality Assurance: Volume 4 Issue 3
Addressing the issues of management and quality
Table of contents
The Customer Imperative
Vanessa BarrettMuch of the management effort in the National Health Service (NHS) over the last few years has been directed towards increasing the responsiveness of the service to the consumer…
Obstacles to Total Quality in Health Care
Hugh KochAs the pressure and concern for quality throughout all hospitals and community services develops, provider units are beginning to appreciate the relevance of management and…
What Makes Training Effective in an Organisation?
Paul GormanThe article looks at the links between training and organisational effectiveness. It argues that the pressures on training are increasing, but that most training that takes place…
Customers and the NHS
Geoffrey C. SageThe use of the term customer is new in the Health Service. Its use should be made clear and not be used interchangeably with consumer. Organisations have customer‐supplier chains…
The Ten Commandments of Customer Service
Stuart ReynoldsThe UK Government′s White Paper on the National Health Service, 1989, defined a programme of action aimed at achieving two objectives: give patients, wherever they live, better…
The Evaluation of Quality in a Mental Handicap Service
Simon HewsonA district‐wide evaluation of a residential service for mentally handicapped adults is described. The measures relate to the conditions for a reasonable quality of life for the…
ISSN:
0952-6862Online date, start – end:
1988Copyright Holder:
Emerald Publishing LimitedOpen Access:
hybridEditors:
- Professor Charu Chandra
- Professor Sameer Kumar