From Clinical Care to Customer Service
Author/Editor: Raj Rattan
Серия: QuintEssentials of Dental Practice, Vol. 31
Издадена: 1-st edition 2007
Издателство: Quintessence Publishing Co. Ltd.
Book, Hardcover, 176 pages, 71 images (colored)
Раздели: General Dentistry; Other
This unique book considers the concept of quality as it relates to the provision of dental care. For the author's purposes, quality is defined in relation to the process of care, the service given, the people delivering the care, and the environment in which the care is provided. In each of these various facets of dental care, the author considers the process of measuring, assessing, improving, and monitoring quality and its impact on the way we work and live.
One of the primary concerns of patients is quality of care. Today, quality of care, as considered in this most welcome addition to the now substantial Quintessentials series, is a broad concept, embracing all aspects of the patient experience. In this carefully crafted book, Dr Rattan aims to help colleagues better understand how to satisfy, and wherever possible exceed, patients’ ever increasing expectations of quality of care. The aims and objectives of the book have been surpassed through Dr Rattan’s skilful consideration of the relevant theory and his authoritative approach to the necessary attitudes towards quality and quality improvement to optimise the delivery of care in the clinical practice of dentistry. Quality Matters: From Clinical Care to Customer Service is an engaging, easy-to-read text, peppered with advice and guidance of immediate practical relevance. Understanding and applying the many interrelated aspects of quality of care should be considered an integral element of professional ethics and professionalism, as viewed in our changing society. As such, Quality Matters: From Clinical Care to Customer Service should be essential reading for all those with limited knowledge of quality issues in oral healthcare provision. Moreover, and in common with Dr Rattan’s other books in the Quintessentials series, this book includes numerous pearls of wisdom for even the most experienced of practitioners. The few hours necessary to read and digest this concise, thought-provoking book, will be time well spent. What good is care that lacks quality?
Chapter 01: Introduction
Chapter 02: The meaning of quality
Chapter 03: Quality Concepts
Chapter 04: The challenge of measurement
Chapter 05: Continuous Quality Improvement
Chapter 06: Clinical Audit
Chapter 07: Clinical Governance
Chapter 08: Evidence-based dentistry
Chapter 09: Service Quality
Chapter 10: Business Implications