This book, written by an internationally recognized expert in quality management, provides your guide to planning and implementing a successful quality measurement program in your health care facility. It begins with an overview of the context of quality measurement, the forces that influence the demand for quality reform, how to listen to the voice of the customer, and the quality characteristics that customers value most.

You'll also learn how to identify and select indicators to collect data and how to organize data in the control panel that can provide feedback about your progress toward quality measurement. Finally, this book shows you how to analyze your data by explaining how your data changes, whether this format is acceptable or not.

Case studies are provided to demonstrate how quality measurement can be applied to the clinical and operational aspects of health care delivery.

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