Outlines key aspects of quality management in the National Health Service and how basic changes to health care, through ′contracting′ processes, will lead to distinct improvements for both patient care and organizational efficiency and productivity.
Koch, H. (1991), "Quality of care and service", Managing Service Quality: An International Journal, Vol. 1 No. 5. https://doi.org/10.1108/09604529110028788Download as .RIS
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