Health Management Strategies

Contents

UNIT 1

  1. WHAT DO YOUR SERVICE USERS WANT?
  2. DIFFERENT KINDS OF CUSTOMER
  3. ACTIVITY 6.1
  4. ACTIVITY 6.2
  5. Customer chains
  6. The taxi
  7. The chain of benefit
  8. ACTIVITY 6.3
  9. The specification chain
  10. ACTIVITY 6.4
  11. SERVICE USERS’ REQUIREMENTS
  12. Jim Matthews’ back
  13. Outcomes and means
  14. Tightness of definition of requirements
  15. ACTIVITY 6.5
  16. Service user involvement
  17. Service user expectations
  18. ACTIVITY 6.6
  19. GETTING FEEDBACK FROM SERVICE USERS
  20. Working with children and young people
  21. Specialist palliative care social work
  22. HANDLING COMPLAINTS
  23. A typical complaints procedure
  24. Stage 1: the informal stage
  25. Stage 3: the complaints manager
  26. Ways in which complaints are resolved

UNIT 2

  1. MAPPING THE SERVICE ENVIRONMENT
  2. COMPONENTS OF THE SERVICE ENVIRONMENT
  3. oughtfully, quickly and successfully than others.
  4. The boundaries of an organisation
  5. Table 7.1 Advantages and disadvantages of in-house provision and outsourcing
  6. ACTIVITY 7.1
  7. STAKEHOLDERS AND THEIR INTERESTS
  8. Identifying stakeholder groups in your near environment
  9. INFLUENCING THE NEAR ENVIRONMENT
  10. NEEDS AND DEMANDS
  11. Meeting need and demand in health services
  12. Meeting need and demand in social care
  13. WORKING WITH YOUR ENVIRONMENTAL MAP

UNIT 3

  1. ENGAGING WITH SERVICE USERS
  2. SERVICE USER PARTICIPATION
  3. ACTIVITY 8.1
  4. Mapping relationships
  5. ACTIVITY 8.2
  6. THE NATURE OF EVIDENCE
  7. ACTIVITY 8.3
  8. Sufficient evidence
  9. Authentic evidence
  10. Valid evidence
  11. Current evidence
  12. PLANNING AN INVESTIGATION
  13. ACTIVITY 8.4
  14. Attitudes to consultation
  15. ACTIVITY 8.6
  16. ACTIVITY 8.7
  17. Postal surveys
  18. ACTIVITY 8.8
  19. Face-to-face interviews
  20. Focus groups
  21. ACTIVITY 8.9
  22. Asking questions
  23. Open and closed questions
  24. Consistency of approach
  25. The meaning of words
  26. Ask simple direct questions
  27. Avoiding defensiveness
  28. ACTIVITY 8.10

UNIT 4

  1. MANAGING OUTCOMES WITH SERVICE USERS
  2. PURPOSE AND OUTCOMES
  3. Outcomes for cancer treatment
  4. Outcomes for children’s services
  5. ACTIVITY 9.1
  6. WORKING ACROSS BOUNDARIES
  7. ACTIVITY 9.2
  8. The story of Mr and Mrs Jones
  9. Phase 1
  10. Phase 2
  11. Phase 3
  12. Phase 4
  13. Phase 5
  14. Phase 6
  15. Phase 1
  16. Phase 2
  17. Phase 3
  18. Phase 4
  19. Phase 5
  20. Phase 6
  21. ACTIVITY 9.3
  22. Phase 2
  23. Phase 3
  24. Phase 4
  25. Phase 5
  26. Phase 6
  27. Measuring successful outcomes in partnership and integration
  28. ACTIVITY 9.4

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