文章基本信息
- 标题：Development of a new Balanced Evaluation Framework for Service Improvement
- 本地全文：下载
- 作者：Susannah Cook ; Gordon Weller
- 期刊名称：Work Based Learning e-Journal
- 电子版ISSN：2044-7868
- 出版年度：2013
- 卷号：3
- 期号：1
- 页码：122-155
- 出版社：Middlesex University
- 摘要：Thedrivetoimproveservicesandproductsandtoachieve"improvement"inorganisationsthatdeliverthemisrelentlessandpermeatesallwalksoflife.Sincethemid1990s,bothintheUnitedStatesofAmerica(USA)andtheUnitedKingdom(UK)therehasbeenincreasinginterestinserviceimprovementwithinthehealthcaresector.Followingitsintroduction,theiterativecomponentsofimprovementtheory(Deming,1994)havebeenadaptedforuseinhealthcare.Earlyimprovementframeworksweredevelopedfrommanufacturing,forexample,EuropeanFoundationQualityManagement(EFQM,1999)andProcessRedesign(HammerandChampey,1993),whichfocuseduponmechanisticprocessesmoresuitedtoindustrialsettings.Theadaptationofsuchframeworksexcludedthehumanisticaspectofchange,therefore,lackedevaluation.Thishighlightsthedeficiencyof"fit -for -purpose"evaluationframeworksthatmaynotfullyrecognisethehumanelementsofimprovement.Thisresearchaddressesthesedeficienciesthroughtheinclusionofamorehumanrelationsorientedcorecomponenttothepracticeofserviceevaluation.Thestudyinvolvedexpertparticipantsaswellaspractitionerclinicianswhowereinvolvedinchangeprojects.Thefindingshavebeenusedtodevelopabalancedevaluationframeworkwhichhasapplicabilitytoawiderangeofhealthandsocialcaresettings
