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'Developing, testing and implementing QA instruments'

'Developing, testing and implementing QA instruments'

In this ebook we explore state-of-the-art quality assurance (QA) instruments, notably how they’re constructed, tested and used. What’s especially refreshing about the articles described in this collection is their customer-centred focus and how thorough authors test their data collection and modelling instrument’s psychometric properties. Customer-focused QA measures, understandably, are foremost in our readers’ minds not least because healthcare has two customers: (i) internal; i.e., our employee colleagues and (ii) external; i.e., the patient. Although patients are the paramount customer, we’d be hard pressed to separate and ignore the internal customer not least because there’s an old saying in all large organisations: culture eats strategy for breakfast, which is particularly true when implementing continuous quality improvement (CQI) projects. Involving front-line staff in CQI initiatives, therefore, is imperative if projects are to succeed.


Developing, testing and implementing customer-focused, service-quality instruments,Healthcare quality maturity assessment model based on quality drivers,Measuring healthcare productivity – from unit to system level,Measuring patient satisfaction in complex continuing care/rehabilitation care,Measuring patient-perceived hospital service quality: a conceptual framework,Measuring quality in community based housing support - the QPC-H instrument,Monitoring operating room turnaround time: a retrospective analysis,Reduced time from diagnosis to stone-free status in patients with ureteral calculi – a quantitative study,Seizing opportunities for change at the operational level

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