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Seamless Service Maintaining Momentum

Seamless Service Maintaining Momentum Describes the process used by the Mater Infirmorum Hospital in Belfast in 1992‐1994 to achieve high quality care (Seamless Service), motivate staff to deliver and measure performance. Aims of the project include focusing the organization on the customer, improving teamwork and motivation at all levels. After comprehensive data collection from GPs, patients and staff management forums developed a full TQM strategy to gain support and maintain momentum including innovative staff events (every staff member was given the opportunity to attend) where multilevel, multidisciplinary workshops enabled staff to design customer care standards, develop teams and lead customer‐driven change. http://www.deepdyve.com/assets/images/DeepDyve-Logo-lg.png Health Manpower Management Emerald Publishing

Seamless Service Maintaining Momentum

Nigel Grinstead; R. Timoney
Health Manpower Management , Volume 20 (3): 2 – Aug 1, 1994
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Publisher
Emerald Publishing
Copyright
Copyright © 1994 MCB UP Ltd. All rights reserved.
ISSN
0955-2065
DOI
10.1108/09552069410064856
Publisher site
See Article on Publisher Site

Abstract

Describes the process used by the Mater Infirmorum Hospital in Belfast in 1992‐1994 to achieve high quality care (Seamless Service), motivate staff to deliver and measure performance. Aims of the project include focusing the organization on the customer, improving teamwork and motivation at all levels. After comprehensive data collection from GPs, patients and staff management forums developed a full TQM strategy to gain support and maintain momentum including innovative staff events (every staff member was given the opportunity to attend) where multilevel, multidisciplinary workshops enabled staff to design customer care standards, develop teams and lead customer‐driven change.

Journal

Health Manpower Management – Emerald Publishing

Published: Aug 1, 1994

Keywords: Customer-oriented performance measures; Information exchange; Interpersonal communications; National Health Service; Organizational development; Performance appraisal; Research; Teams

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