Using the business excellence model to effectively manage change within clinical support services

Jan Freer (General Manager, Directorate of Clinical Support, Huddersfield NHS Trust, Lindley, Huddersfield, UK. Sue Jackson is a Lecturer in Healthcare Organisational Effectiveness, University of Bradford Management Centre, Bradford, UK)
Sue Jackson (Lecturer in Healthcare Organisational Effectiveness, University of Bradford Management Centre, Bradford, UK)

Health Manpower Management

ISSN: 0955-2065

Publication date: 1 April 1998

Abstract

This article describes the journey of managing the change from seven separate health providing units to one overall team providing a range of services. To facilitate the change the Malcolm Baldrige National Quality Award self‐assessment model was used. The benefits and limitations of the model are described as are the activities undertaken to achieve a goal of delivering quality care within a customer driven rather than service driven focus. Finally the learning gained from the change is shared in an attempt to help others undertaking a similar journey.

Keywords

Citation

Freer, J. and Jackson, S. (1998), "Using the business excellence model to effectively manage change within clinical support services", Health Manpower Management, Vol. 24 No. 2, pp. 76-81. https://doi.org/10.1108/09552069810200030

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Publisher

:

MCB UP Ltd

Copyright © 1998, MCB UP Limited

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