Quality Improvement
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Benchmarking in Health Care: A Collaborative Approach
Robert G. Gift and Doug Mosel
AHA Publishing
1994
211 pages
Paperback

A practical, step-by-step buide to using a unique four phase collaborative approach to conduct benchmarking studies and continuously improve quality and care.

The Health Care Manager's Guide to Continuous Quality Improvement
Wendy Leebox and Carla Jean Ersoz
AHA Publishing
1991
233 pages
Paperback

An informative, practical, and simple reference for managers as a guide for planning and implementing a quality improvement philosophy.

Managing the Risks of Organizational Accidents
J.T. Reason
Ashgate Pub Ltd.
1997
252 pages
Paperback

Presents a set of principles related to the causes of major accidents in high technology systems and describes tools and techniques for managing risks of such organizational accidents that go beyond those currently available to system managers and safety professionals. Deals with prevention of major accidents arising from human and organizational causes in many different domains, from banks and insurance companies to nuclear power plants and transport.

Measuring and Managing Patient Satisfaction, 2nd Edition
William J. Krowinski and Steven R. Steiber
AHA Publishing
1996
278 pages
Paperback

This book shows how to plan and conduct each step of patient satisfaction studies within the context of today's regulatory environment.

Measuring Quality Improvement in Healthcare: A Guide to Statisical Process Control Applications
Raymond G. Carey and Robert C. Lloyd
AHA Publishing
1997
200 pages
Hardcover

Addresses the critical growing need among healthcare administrators and practitioners to measure the effectiveness of quality improvement efforts. The authors‰ straightforward disucssions of data collection, variation, and process improvement set the context for the use and interpretation of control charts.

Service Quality Improvement: The Customer Satisfaction Strategy for Health Care
Wendy Lebov and Gail Scott
AHA Publishing
1994
378 pages
Paperback

Contains a variety of tools, including self-tests, policy examples, worksheets, flowcharts, skill-building modules for staff development, and sample tools for reward and recognition, demonstrate how to build and maintain an organizational culture of service quality improvement.

Strategic Planning in Healthcare: Building a Quality-Based Plan Step-by-Step
Bernard J. Horak
AHA Publishing
1997
175 pages
Hardcover

Explains how to fully integrate such quality principles as customer focus, empowerment, systems approach, measurement, and continuous improvement.