Managing quality : strategic issues in health care management

Part 1 Scene setting: is health care a business? an analysis of health care, and its considerations as a business, John L. Deffenbaugh managing the design of health care services, Moira Fischbacher and Arthur Francis. Part 2 Quality in health care: towards critical quality, Mike Walsh whose quality? different interest groups' perspectives on health care quality, Juan I. Baeza and Michael Calnan the quantification of patient satisfaction, Mike Hart managing clinical audit - diagnozing the problems and designing solutions, Gail Johnston et al improving child dental health in Scotland - an audit in primary care, Chris Southwick et al human resource management audits - contributions to quality, Sandra Nutley. Part 3 Using performance indicators: what are we counting with hospital episode statistics (HES)?, Richard Wilson clinical outcomes indicators in Scotland - lessons and prospects, Steve Kendrick et al what do managers and physicians prefer as indicators of clinical outcome?, Regis Blais et al performance indicators - a patient-centred approach, Anne Ludbrook and Colin Gordon is indicator use for quality improvement and performance measurement compatible?, Joanne Lally and Richard Thomson published health outcomes - guiding lights or wreckers' lanterns?, Huw T.O. Davies et al.