Use this book to translate quality management theory and knowledge into practice. It explains the basics of performance excellence and provides a set of tools for managing healthcare quality.

The text emphasizes improving the quality of the way healthcare organizations are managed. Exercises in the book allow you to test your understanding of the concepts you’ve learned by applying them to real-life management situations.

This second edition presents new and enhanced material, including:

• An expanded discussion of stakeholder requirements, including those of the Leapfrog Group and JCAHO’s National Patient Safety Goals
• Two patient safety tools—failure mode and effects analysis and root cause analysis
  
• A model that explains the system causes of medical errors