Written by an internationally-recognized expert in the field of quality
management, this text is an essential guide for understanding how to
plan and implement a successful quality measurement program in your
healthcare facility. It begins by presenting an overview of the context
for quality measurement, the forces influencing the demand for quality
reform, how to listen to the voice of the customer, and the
characteristics of quality that customers value most. Students will also
learn how to select and define indicators to collect data and how to
organize data into a dashboard that can provide feedback on progress
toward quality measurement. Finally, this book explores how to analyze
the data by detailing how variation lives in your data, and whether this
variation is acceptable. Case studies are provided to demonstrate how
quality measurement can be applied to clinical as well as operational
aspects of healthcare delivery.