Contributors | |
Preface | |
Acknowledgments | |
Introduction | p. 1 |
Defining Quality Improvement: Past, Present, and Future | p. 3 |
Does TQM/CQI Work in Health Care? | p. 34 |
Basics | p. 57 |
The Outcome Model of Quality | p. 59 |
Measurement and Statistical Analysis in CQI | p. 93 |
Measuring Consumer Satisfaction | p. 129 |
Teams at the Core of Continuous Learning | p. 147 |
Implementation | p. 169 |
CQI, Transformation, and the "Learning" Organization | p. 171 |
The Process of Implementation | p. 191 |
Information Management and Technology for CQI | p. 208 |
Collaborating for Improvement in Health Professions Education | p. 249 |
Why Focus on Health Professional Development? | p. 266 |
Application | p. 279 |
CQI in Primary Care | p. 281 |
CQI in Managed Care | p. 298 |
CQI in Contract Research Organizations | p. 323 |
CQI in Public Health Organizations | p. 360 |
Applying and Supporting CQI in Academic Health Centers | p. 404 |
CQI and Patient-Centered Care | p. 420 |
Illustration | p. 431 |
CQI Principles for a Personnel Problem | p. 433 |
The Family Practice Center | p. 443 |
Holston Valley Hospital and Medical Center | p. 464 |
West Florida Regional Medical Center | p. 494 |
Rex Healthcare and Service Line Teams | p. 520 |
Dr. Johnson, Network Medical Director | p. 533 |
The Patient Transportation Project at University Hospitals | p. 551 |
Malcolm Baldrige Award 1999 Health Care Criteria for Performance Excellence | p. 587 |
Bibliography | p. 595 |
List of Sources | p. 631 |
Index | p. 639 |
About the Editors | p. 657 |
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