To provide students with the opportunity to develop a critical understanding of the theory and practice related to the management of quality of services; analyse and develop their own practice in relation to the management of quality; develop and sustain service improvement; develop a critical understanding of policy and change within their area of service delivery; analyse and apply policy and change within their area of service delivery.
Outline Syllabus
Definitions of quality and the development of quality theory and approaches
The policy context in health and social care in relation to quality and service improvement
Managing systems: systems theory, analysis of service delivery processes, process redesign, capacity and demand analysis
Stakeholder analysis and customers/service users: Identifying stakeholders, customers/service users' needs and wants; involving service users
Managing complaints. Managing quality, the 'quality gap' model, setting and monitoring standards, performance indicators
Quality and service improvement and re-design tools and techniques, including Continuous Quality Improvement and Total Quality Management, the Excellence Model; balanced scorecard, Plan - Do - Study - Act; Six Sigma, Lean