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Volumn 9, Issue 2, 1996, Pages 20-27

Improving the quality of NHS out-patient clinics: The applications and misapplications of TQM

Author keywords

[No Author keywords available]

Indexed keywords

ARTICLE; ECOLOGY; EVALUATION; HEALTH CARE QUALITY; HOSPITAL MANAGEMENT; NATIONAL HEALTH SERVICE; ORGANIZATION AND MANAGEMENT; OUTPATIENT DEPARTMENT; PATIENT ADVOCACY; PUBLIC HOSPITAL; STANDARD; TIME MANAGEMENT; TOTAL QUALITY MANAGEMENT; UNITED KINGDOM;

EID: 0029688117     PISSN: 09526862     EISSN: None     Source Type: Journal    
DOI: 10.1108/09526869610112725     Document Type: Article
Times cited : (6)

References (22)
  • 1
    • 84986167431 scopus 로고    scopus 로고
    • National Audit Office, NHS Out-patient Services, HMSO, London, 1991.
    • National Audit Office, NHS Out-patient Services, HMSO, London, 1991.
  • 3
    • 84986066561 scopus 로고    scopus 로고
    • Department of Health, The Patient's Charter, HMSO, London, 1991.
    • Department of Health, The Patient's Charter, HMSO, London, 1991.
  • 4
    • 84986019025 scopus 로고    scopus 로고
    • Department of Health, The Patient's Charter and You, HMSO, London, 1995.
    • Department of Health, The Patient's Charter and You, HMSO, London, 1995.
  • 6
    • 84986166313 scopus 로고
    • Implementing monitoring systems for out-patient clinics: the contribution from IT
    • in Richards, B. (Ed.), BJHC, Weybridge
    • Hart, M.C. and Dyson, S., “Implementing monitoring systems for out-patient clinics: the contribution from IT”, in Richards, B. (Ed.), Current Perspectives in Healthcare Computing, BJHC, Weybridge, 1995.
    • (1995) Current Perspectives in Healthcare Computing
    • Hart, M.C.1    Dyson, S.2
  • 7
    • 0029420308 scopus 로고
    • Improving out-patient clinic waiting times: methodological and substantive issues
    • Hart, M.C., “Improving out-patient clinic waiting times: methodological and substantive issues”, International Journal of Health Care Quality Assurance, Vol. 8 No. 6, 1995, pp. 14-22.
    • (1995) International Journal of Health Care Quality Assurance , vol.8 , Issue.6 , pp. 14-22
    • Hart, M.C.1
  • 8
    • 0004076711 scopus 로고
    • University of Chicago Press, Chicago, IL
    • Blau, P., The Dynamics of Bureaucracy, University of Chicago Press, Chicago, IL, 1963.
    • (1963) The Dynamics of Bureaucracy
    • Blau, P.1
  • 10
    • 84986164643 scopus 로고
    • Oxford University Press, Oxford and New York, NY
    • Nuffield Hospitals Trust, A Survey of Out-patient Appointment Systems, Oxford University Press, Oxford and New York, NY, 1965.
    • (1965) A Survey of Out-patient Appointment Systems
  • 12
    • 84986091506 scopus 로고
    • Patient-centred care: reinventing the hospital
    • Anderson Consulting, “Patient-centred care: reinventing the hospital”, Financial Times, 24 June 1992.
    • (1992) Financial Times, 24 June
  • 14
    • 84986047156 scopus 로고
    • The struggle for quality: the case of the NHS
    • paper given to the UK Political Studies Association, Queens University, Belfast
    • Pollitt, C., “The struggle for quality: the case of the NHS”, paper given to the UK Political Studies Association, Queens University, Belfast, 1992.
    • (1992)
    • Pollitt, C.1
  • 17
    • 84986035925 scopus 로고
    • What do patients really think?
    • 435
    • Wedderburn Tate, C., “What do patients really think?”, The Health Service Journal, Vol. 105 No. 5,435, 1995, pp. 18-20.
    • (1995) The Health Service Journal , vol.105 , Issue.5 , pp. 18-20
    • Wedderburn Tate, C.1
  • 18
    • 84986149021 scopus 로고
    • SERVQUAL: a multiple-item scale for measuring customer perceptions of service quality
    • Parasuraman, A., Zeithaml, V.A. and Berry, L.L., “SERVQUAL: a multiple-item scale for measuring customer perceptions of service quality”, Journal of Retailing, Vol. 6, 1988, pp. 12-40.
    • (1988) Journal of Retailing , vol.6 , pp. 12-40
    • Parasuraman, A.1    Zeithaml, V.A.2    Berry, L.L.3
  • 19
    • 0642325933 scopus 로고
    • Measuring service quality in local government
    • in Kanji, G.K. (Ed.), Chapman & Hall, London
    • Dalrymple, J., Donnelly, M., Wisniewski, M. and Curry, A.C., “Measuring service quality in local government”, in Kanji, G.K. (Ed.), Total Quality Management, Chapman & Hall, London, 1995.
    • (1995) Total Quality Management
    • Dalrymple, J.1    Donnelly, M.2    Wisniewski, M.3    Curry, A.C.4
  • 20
    • 0005276797 scopus 로고    scopus 로고
    • Measuring perceptions of quality in NHS clinics using the SERVQUAL methodology
    • in Richards, B. (Ed.), BJHC, Weybridge
    • Hart, M.C., “Measuring perceptions of quality in NHS clinics using the SERVQUAL methodology”, in Richards, B. (Ed.), Current Perspectives in Healthcare Computing, BJHC, Weybridge, 1996.
    • (1996) Current Perspectives in Healthcare Computing
    • Hart, M.C.1
  • 21
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    • Service quality in hospital care: the development of an in-patient questionnaire
    • Tomes, A. and Ng, S., “Service quality in hospital care: the development of an in-patient questionnaire”, International Journal of Health Care Quality Assurance, Vol. 8 No. 3, pp. 25-33.
    • International Journal of Health Care Quality Assurance , vol.8 , Issue.3 , pp. 25-33
    • Tomes, A.1    Ng, S.2
  • 22
    • 1842432483 scopus 로고
    • An ‘ecological’ critique of total quality management - a case study from NHS out-patient clinics
    • in Kanji, G.K. (Ed.), Chapman & Hall, London
    • Hart, M.C., “An ‘ecological’ critique of total quality management - a case study from NHS out-patient clinics”, in Kanji, G.K. (Ed.), Total Quality Management, Chapman & Hall, London, 1995.
    • (1995) Total Quality Management
    • Hart, M.C.1


* 이 정보는 Elsevier사의 SCOPUS DB에서 KISTI가 분석하여 추출한 것입니다.