Quality and performance improvement in healthcare : theory, practice, and management / Patricia L. Shaw and Darcy Carter.

Includes bibliographical references and index.

Part I.A performance improvement model 1.Introduction and history of performance improvement 2.Defining a performance improvement model 3.Identifying improvement opportunities based on performance measurement 4.Using teamwork in performance improvement 5.Aggregating and analyzing performance improvement data 6.Communicating performance improvement activities and recommendations Part II.Continuous monitoring and improvement functions 7.Measuring customer satisfaction 8.Refining the continum of care 9.Improving the provision of care, treatment, and services 10.Preventing and controlling infectious disease 11.Decreasing risk exposure 12.Building a safe medication management system 13.Managing, the environment of care 14.Developing staff and human resources Part III.Management of performance improvement programs 15.Organizing and evaluating performance improvement 16.Navigating the accreditation, certification, or licensure process 17.Implementing effective information management tools for performance improvement 18.Managing healthcare performance improvement projects 19.Managing the human side of change 20.Understanding the legal implications of performance improvements