Introducing Quality Assurance into the NHS

1. Front Matter

   Pages i-ix

   PDF

2. Introduction

   • Terry Gould, Hilary Merrett

   Pages 1-2

3. Putting quality into practice

   • Terry Gould, Hilary Merrett

   Pages 3-7

4. Clinical standards—the work we do

   • Terry Gould, Hilary Merrett

   Pages 8-16

5. Customer relations—dealing with people

   • Terry Gould, Hilary Merrett

   Pages 17-27

6. Patient satisfaction—what people think of us

   • Terry Gould, Hilary Merrett

   Pages 28-41

7. Staff satisfaction and development—looking after ourselves

   • Terry Gould, Hilary Merrett

   Pages 42-51

8. Physical environment—creating the right atmosphere

   • Terry Gould, Hilary Merrett

   Pages 52-61

9. Information—everybody’s business

   • Terry Gould, Hilary Merrett

   Pages 62-69

10. The internal market—can quality stand the competition?

    • Terry Gould, Hilary Merrett

    Pages 70-72

11. Back Matter

    Pages 73-75

    PDF

Theories on quality assurance are never in short supply in the health service today, but what managers and health professionals need now are practical examples of how health services can be improved and enhanced within limited resources. This book presents such examples from the real-life experience of a small health care unit in South London. It describes how a systematic approach to quality can be adopted to the realities of day to day management in such areas as clinical audit, customer relations and patient satisfaction.

• business
• care
• management
• quality assurance
• service

• Continuing Care Unit Wandsworth Health Authority, St George’s Hospital, London, UK

  Terry Gould

• Wandsworth Health Authority, Bolingbroke Hospital, London, UK

  Hilary Merrett

Policies and ethics