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Health Care Management Case Studies

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  • When renewing medical equipment is necessary: a case report
    Health care is not as safe as it should be. A substantial body of evidence points to medical errors as a leading cause of death and injury among hospitalized patients (Rosner et al., 2000). Sizable numbers of patients are harmed as a result of medical errors. Preventable adverse events...
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  • Reviewing and improving a clinical effectiveness department's quality assurance model: Lessons learned
    Leeds North West (LNW) Primary Care Trust (PCT) was formed in April 2001 as part of the Department of Health's (DoH) National Health Service (NHS) reorganisation to meet strategic outcomes set out in a White Paper, The New NHS, Modern, Dependable (DoH, 1997). All PCTs are community-based organizations structured...
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  • A two-level EFQM self-assessment in an Italian hospital
    The authors thank M. Perides, Chairman, S. Jackson and other members of the EFQM Health Community and L. Battello, Quality and Accreditation Area Secretary, Udine Hospital for their contributions....
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  • Bridging the gap?: A critical analysis of the development of the Patient Advice and Liaison Service (PALS)
    This paper was informed by the author's involvement in a formative evaluation of a PALS Pathfinder service. The author would like to thank Angela Hamilton and Sylvia Tilford who both gave me the opportunity to discuss my early ideas and contributed some valuable insights....
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  • Evaluation of a smoking cessation club for young people
    This study was funded by a small grant made by the Health Promotion Unit of what was the North Staffordshire Health Authority....
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  • Cancer Care Ontario and integrated cancer programs: Portrait of a performance management system and lessons learned
    Following the Cancer System Integration Committee Report, Cancer Care Ontario (CCO), a provincial agency, assumed a new role and identity in the cancer care health system. It no longer provided direct patient care, but instead assumed a leadership and strategic advisory role to the Ministry of Health and Long Term...
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  • A management approach that drives actions strategically: Balanced scorecard in a mental health trust case study
    A literature search failed to identify a preferred definition of organisational excellence. Whilst many claim to know its meaning and may indeed profess to be working towards the achievement of excellence, few give the same definition. Despite this the term “excellence” is widely used within the UK health sector. In...
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  • Evaluating school-based health services to inform future practice: Lessons from “Teen Talk” at Kidbrooke School in Greenwich
    The authors give thanks to Greenwich Primary Care Trust who commissioned the evaluation; to all staff, pupils and parents at Kidbrooke School who supported the research; and to all the “Teen Talk” project staff, especially Yvette Jones, the project coordinator. The views expressed in this paper are those of the...
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  • An ISO 9001 quality management system in a hospital: Bureaucracy or just benefits?
    The authors Jennifer Dedrick and Annemarie Burger-Uiterwyk Winkel for their help in editing the text....
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  • The organisational response to patient complaints: a case study in Taiwan
    Patient complaints fall into two major categories. The first category, comprising complaints against private practitioners, generally constitutes the largest segment. The second category comprises complaints made against health institutions, particularly hospitals. This paper focuses on the second category. Although in absolute terms complaints about hospitals are fewer, they nonetheless not...
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  • Mapping care pathways for the elderly
    The authors express their deep gratitude to the staff of HSS for the time these very busy people were able to spare for this project. The statistical department provided much useful data, and staff were always happy to answer questions. A particular thank you to the PIAD sub-group – delayed...
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  • Organisational culture: pursuing a theoretical foundation within the Finnish public oral health-care context
    This study was financially supported by the Finnish Cultural Foundation and the Juho Vainio Foundation. The authors sincerely thank Professor Jaakko Lehtonen (Department of Communication, University of Jyväskylä) and Professor Hannu Hausen (Institute of Dentistry, University of Oulu) for their constructive comments on this paper....
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  • A performance improvement programme at a public hospital in Sri Lanka: an introduction
    Developing countries are initiating various system improvement projects in health institutions based on the continuous quality improvement (CQI) and total quality assurance (TQA) programmes (Counte and Meurer, 2001). Hospitals of developing countries have significant limitation of resources. Shortage of funds, lack of priority setting on quality of service, inadequacy...
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  • Multidisciplinary hospital antibiotic stewardship: a West London model
    The authors would like to acknowledge all members of the antibiotic steering group: Dr B. Azadian, Professor T. Rogers, Dr K. Bamford, Dr S. Barrett, Ms E. Bayerkoehler, Ms A. Cotton, Mr G. Miller, and the Specialist Registrars in Microbiology and Infectious Diseases....
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  • Evaluation of RDDirect: an innovative telephone research advisory service
    The RDDirect telephone help line was established in response to national imperatives to increase both research consciousness and research capacity in the NHS workforce. Successive reports from the Department of Health have stressed the importance of increasing the number of NHS staff with R&D expertise, in particular in primary care...
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  • Downsizing in the public sector: Metro-Toronto's hospitals
    The purpose of this study was twofold. First, since the medical system in Canada is a public one, I wanted to devise a means of measuring the success or failure of a public sector downsizing. Second, the situation involving the downsizing of the Metro-Toronto hospital system provided a unique opportunity...
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  • Six Sigma in health care
    In recent years, there has been much interest in the applications of Six Sigma statistical techniques to process improvement (Breyfogle, 1999). Traditional manufacturing firms embrace Six Sigma as a vital process improvement mechanism. By applying the same principles found in Six Sigma, many service focused companies obtain similar improvements, including...
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  • Developing the effectiveness of primary care organisations in the UK National Health Service: A case study
    Improving organisational effectiveness (performance) is central to the UK Labour Government's modernisation programme, particularly with regard to policy reform in the National Health Service (DOH, 2000, 2002a). This poses two questions:How is this to be brought about?What are the key issues for practising managers?The quest for effectiveness...
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  • Assessment of facilities management process capability: a NHS facilities case study
    Rather than discuss definitions of a process, it is easier to discuss its essential features. Ould (1995) lists these to be as follows:...
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  • The processes and costs of local guideline development: experiences from the Path.Finder NHS consortium
    Clinical practice guidelines (CPGs) have been defined as “systematically developed statements to assist practitioner and patient decisions about appropriate health care for specific clinical circumstances” (Field and Lohr, 1992). The existing literature tends to focus on implementation and evaluation and mostly concerns guidelines developed for whole health systems or provider...
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