Making the Reality Match the Image

Abstract

Considers how the quality of Naval Hospital San Diego was improved to meet its reputation. Shows how the interest began which led to the setting up of a quality council and, in turn, mission and vision statements. A number of other institutes and organizations became involved in the training and, what is now known as the Southern California Coalition for Improving Health Care Quality was set up. Explains that the key to improved quality is empowerment and enthusiasm of the staff. Discusses the problems which had to be tackled and solutions found, and outlines a few examples of success.

Citation

Halder, R.B. (1994), "Making the Reality Match the Image", Managing Service Quality: An International Journal, Vol. 4 No. 1, pp. 31-34. https://doi.org/10.1108/09604529410796035