Culture Change for Total Quality An Action Guide for Managers in Social and Health Care Services

Many managers will be aware that culture is a vital ingredient of a successful quality programme, but may have concerns over whether they can actually achieve it. This book aims to provide the answers. Written in the form of a practical action guide, it takes the reader through a series of steps which will begin the process of developing a total quality culture throughout any care sector organisation. The book addresses cultural issues which can all too readily cause a quality programme to fail. In addition to factors such as organisational structure, teamwork and management style which are relevant in any organisation, issues central to the culture of a care service are dealt with prominently, including empowerment of service users, relationships with governing bodies, and the effects of bureaucracy. Emphasis is on practical guidance throughout, drawing on actual examples with supporting theory where appropriate. The book’s guidance is presented in a form that is simple, concise and readily useable, with numerous action plans and exercises to be carried out by managers and staff engaged in a quality programme. The authors have many years of experience as consultants to care service organisations, undertaking quality programmes, including small voluntary agencies and private services, numerous Social Services Departments and other public authorities, and some of the largest providers of social health care in the country. The structure of the book enables it to be applied by anyone with responsibility for a quality programme. It is particularly relevant for professionals in social and health care services, and those in public, private or voluntary sector organisations.