Providing Quality in the Public Sector : A Practical Approach to Improving Public Services

Squires, Amanda, Gaster, Lucy

ISBN 10: 0335209556 / ISBN 13: 9780335209552

Edité par McGraw-Hill Education, 2003

A propos de cet article

Ships from the UK. Former library book; may include library markings. Used book that is in excellent condition. May show signs of wear or have minor defects.

N° de réf. du vendeur GRP72244680

Détails bibliographiques

• Titre: Providing Quality in the Public Sector : A Practical Approach to Improving Public Services
• Éditeur: McGraw-Hill Education
• Date de parution: 2003
• Langue: anglais
• ISBN à 10 chiffres: 0335209556
• ISBN à 13 chiffres: 9780335209552
• Reliure: Couverture souple
• Édition: 1st Edition.
• État de l'article: Very Good

A propos de ce titre

Synopsis

This work argues that if public services are to be reformed or improved, achieving the best possible quality of service is essential. It starts from the premise that citizens and users are the key stakeholders. They need to be consulted and involved at every stage. With inevitable resource constraints, it is their needs, balanced with those of society, which must be met. Service providers need to change their culture and behaviour to make this happen. The book presents a straightforward and comprehensive model for understanding quality and putting it into practice. Existing quality philosophies and approaches are examined. Overviews of recent policy on quality in central and local government, in the health service, and in public service partnerships are included. Finally, five practitioners present practical vignettes of citizen involvement, local partnerships, and quality improvement in health, housing and local government.

À propos de l?auteur

Lucy Gaster retired from the Institute of Local Government Studies, University of Birmingham, and she is now an Honarary Senior Research Fellow there. She has had years of experience as a local government officer and 'community activist'.

Amanda Squires is a Clinical Governance Review Manager at the Commission for Health Improvement. She trained as a Chartered Physiotherapist working in South London in the highly interdisciplinary/multi-agency area of rehabilitation of older people. She has held health authority and academic quality improvement posts.

John Crawley, Michael Greenwood, Tessa Harding, Carol Hayden and Pat Scrutton contribute a chapter each to the book.