Improving the Quality of Service in an Out‐patient Department

Abstract

Describes two years of effort by over 150 staff using Total Quality Management techniques which completely overhauled the running of a major acute hospital out‐patient department. The changes in performance were measured and resulted in a substantially improved performance when measured in patient satisfaction, staff satisfaction, throughput and cost effectiveness. The project won the major UK and European Health Care Quality Awards of 1993.

Citation

Williams, D.M. and Williams, J.M. (1994), "Improving the Quality of Service in an Out‐patient Department", International Journal of Health Care Quality Assurance, Vol. 7 No. 2, pp. 16-18. https://doi.org/10.1108/09526869410055776