Delivering excellence in health and social care : quality, excellence and performance measurement / Max Moullin.

Includes bibliographical references and index.

1.Quality --What is quality in health and social care?--Why quality? --Importance for patients and service users--Importance for staff --Importance for reducing costs--Implications of poor quality in a hospital--pproaches to defining quality --Transcendent--Product-based --Manufacturing-based-- Consumer-based --Value-based --Hybrid definitions --Defining quality in health and social care-- Quality in primary care--Dimensions of quality: identifying the needs of service users and other stakeholders--Quality for users of an artificial limb centre --Dimensions of quality for carers-- What customers want--Perceptions and expectations --Moments of truth--Quality and equity-- Quality and cost --The prevention, appraisal, failure (PAF) model --Missing reports in outpatients --2. Bridging the quality gap --Quality management --Quality control, assurance and management --Total quality management (TQM) --Oakland\'s model --Core concepts of TQM --Quality initiatives in health and social care --The NHS Plan --Clinical Governance--Best Value --Modernising Social Services--A Quality Strategy for Social Care --Investors in People --Charter Mark--The philosophies of Deming, Juran and Crosby --W. Edwards Deming--Joseph Juran --Philip Crosby --The three gurus compared --3. Quality standards and quality systems --Setting service standards-- What is a standard? --Hard and soft standards --Good practice in developing standards --Quality standards at Centrepoint --Quality standards at Capital Carers --Structure, process, outcome-- Monitoring service standards -- Monitoring standards in child protection --Monitoring standards in contracts and partnership arrangements--Quality systems --Quality systems in mental health --IS09000---.Requirements of ISO9001 --Benefits of ISO9000 --Guidelines for implementation --ISO9000 and TQM --Part 2: Excellence --4. The Excellence Model --What is excellence? --The EFQM Excellence Model --Underlying concepts of the Excellence Model --The Excellence Model and TQM -- Death by 100 initiatives --Model criteria and sub-criteria --Self-assessment using the Excellence Model-- Using RADAR --Scoring and self-assessment --Carrying out self-assessment --Self-assessment and business planning --Implementing the Excellence Model in social care --Case studies-- South Tees Acute Hospitals NHS Trust colposcopy clinic --Cheshire social services--Thames Reach-- Using the model if limited time is available--5. Leadership, policy and strategy--Total quality leadership (TQL) --Characteristics of effective leaders --Leadership styles--Leadership competencies --Leadership of change --Developing a learning culture --Visions, missions and core values --Implementing policy and strategy --Policy deployment --Going beyond the mission statement: requirements for effective policy deployment --Policy deployment at Center Parcs-- Policy deployment at Kingston upon Hull City Council --6. People development and involvement-- People involvement and empowerment --Empowerment --Developing effective teams --Teams for quality improvement --Clear performance objectives --Improving working lives--Developing a service culture --Twelve steps to a service culture --7. Partnerships and user involvement-- Managing quality across organizational boundaries --Partnerships in intermediate care -- North East Derbyshire Community Mental Health Service-- Principles of partnership working --User involvement --Involving carers --The three Cs of user involvement --Responding to user views--8. Process improvement --Redesigning the process --Defining the process --Achieving breakthrough improvements -- Making sure all activities add value --Designing customized processes for particular groups --Scheduling activities --Identifying bottlenecks and constraints --Communication --Goldratt\'s theory of constraints (TOC) --Lean thinking --Process improvement and business process re-engineering (BPR) --Part 3. Performance measurement --9. Measuring performance --What is performance measurement? --Aims of performance measurement-- Benchmarking -- Why benchmark?--Carrying out a benchmarking study --The performance prism --Use of the prism at London Youth --Measuring the effectiveness of a taskforce --The balanced scorecard --A balanced scorecard for public sector organizations--Measuring performance using the Excellence Model-- Perception measures, performance indicators and outcomes --Using the Excellence Model to measure performance in a mental health unit --Quality performance indicators --Developing quality performance indicators --Performance Indicators for TSB Homeloans --Best Value performance indicators--Measuring user perceptions --Qualitative methods --Questionnaires --Measuring perceptions and expectations --10. Delivering excellence: a final word.

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. This text provides a clear explanation of the whole area.