This book will provide anyone with an interest in the clinic with a basic guide on those things that are not taught during medical school or any other pre-clinical trainings. The line-up of authors was carefully assembled to include experts in all respective fields to give this volume the authority it requires to be a relevant text for many.
This textbook covers all general areas of knowledge required for a trainee, generalist medical administrator, and doctor undergoing training to be a medical administrator specialist. Chapters cover all the key topics on medical administration and leadership. Some of the key topics included are: health systems and policy, health law, private health and insurance, health disaster planning, population and public health, health information and technology, and health economics and financial management. Medical practitioners of today are part of huge changes in medical practice as continuing developments are happening in biomedical sciences and clinical practice with new health priorities, rising expectations among patients and the public, and changing societal attitudes. Consequently, basic knowledge and skills, while fundamentally important are not enough today on their own and doctors thus need to demonstrate leadership combined with sound management skills to drive the necessary changes required to meet the challenges head. This book serve as an invaluable resource for a wide spectrum of physicians including specialists, clinician managers and other health professionals, as well as non-clinical managers working in health. This is a gateway text for trainees in medical administration, specialist medical administrators, aspiring medical managers, health service managers, and heads of service and departments in various medical specialties.
Across the global economy, customers' expectations are continually rising - but many companies fail to deliver against those expectations. With the rise in social media, customers are becoming more vocal in expressing any dissatisfaction, which can both lose existing customers and alienate potential new ones. Complaint Management Excellence provides practical advice, tools and techniques for managers to adopt when managing any complaints that come into their organisation. In order to arrive at a culture where complaints are welcomed, the underlying values, processes, structure, strategy and people within an organization all need to be aligned with, and respect, customer needs. Not only does this improve the long-terms prospects for the company itself, but can have a tremendous knock-on effect in terms of boosting employee morale and engagement. With case studies from companies as diverse as John Lewis, Waitrose, DHL, Hilton Hotels, the Starwood group (including Four Seasons and Ritz Carlton hotels) and BT, Complaint Management Excellence explains what customers are really looking for when they make a complaint, how to avoid conflict and how managers can lead culture change to ensure the best experience for all customers and clients.
Conciliation is the term used in the National Health Service to describe a particular form of dispute resolution that is used in relation to the complaints process. Conciliation has uses beyond the resolution of complaints. It can be of value in any situation where the clinical relationship has broken down. Equally, it may be used in an attempt to restore relationships as part of conflict management, either within the NHS or in other organisations where conflict or disagreement exists. This concise, practical guide clearly sets out the role of conciliation, and dispels the many misconceptions surrounding procedures and expectations. Conciliation in Healthcare provides invaluable resources for all healthcare staff involved in complaints, either from an operational, strategic or academic perspective. This includes conciliators themselves and those involved in their training, and staff with specific responsibilities for implementing complaints procedures, both in the public and private sectors. It's also highly recommended for those who provide advocacy and support for complainants, as well as those against whom complaints have been made.
This essential guide provides a lifeline to authoritative, reliable information on medical management, giving you all the skills you need whether managing a junior colleague as a lead doctor, or running multidisciplinary consortia in the NHS or private sectors.Learn key skills from leadership, managing change, quality control, and project managemen
In this brand-new 11th edition of the original, best-selling book, Levison's Textbook for Dental Nurses gives you the same great comprehensive coverage of everything students preparing for their dental nurse qualification need to know, and also includes for the first time: A new look and feel, packed with illustrations and diagrams to make visual learning easy Key Learning Points in every chapter help you master essential information An accompanying website designed to help you test your knowledge with self-assessment exercises, case-studies and downloadable images Fully in line with the most recent developments in dental nursing practice and education, Levison's Textbook for Dental Nurses is the only dental nursing book written specifically to cater to the new NEBDN Diploma in Dental Nursing. Written by Carole Hollins, the former Chair of the National Examining Board for Dental Nurses, the new edition of Levison's classic textbook is the only companion you need to get you through to qualification as a successful and accomplished dental nurse.
This concise book provides readers with practical guidance to help them to both avoid errors and develop robust processes to protect themselves and their patients, as well as dealing appropriately with complaints and litigation, when things do go wrong. Free of complex legal terminology, the book outlines key concepts in medical law and how these may be applied to clinical situations in both hospital and community settings. Key Features · Accessible text addressing these specific areas of concern for all health care students and practitioners – error and harm, complaints, negligence claims and litigation · Supported throughout with case examples, accompanied by commentaries from experienced clinical specialists · Both medical and legal perspectives are reflected in the experienced editor team Incorporating case law with practical studies, legal information is supplemented by clinical commentaries from a range of specialists representing the perspective of the health care practitioner. The book is essential reading for medical and health students, practising clinicians and allied health care professionals at all levels.
Performance management, often referred to as process management, is a strategy that can be used to achieve an optimum mix of quality, safety, patient satisfaction and solvency. The basis of performance management is the effective use of resources, as measured by quantifying processes and outcomes using key performance indicators (KPIs) – core measures that gauge the performance of an organization in particular areas. There is more to performance management than selecting a few KPIs from a list and feeding them into a graphical dashboard system. It’s about behavior change, leadership, and vision. Written for administrators, clinical staff, process improvement managers and information technology personnel of healthcare organizations, this second edition provides the knowledge necessary to provide the leadership and vision for a performance measurement initiative. This practical resource provides a high-level review of the quality/safety initiatives in healthcare, describes the implementation process from an IT perspective, and offers high-level clinical, financial and cultural details. It features an extensive listing of clinical and non-clinical KPIs: a glossary including financial, medical, and operational terms; and appendices of organizations and sources of indicators and benchmarks.
