A glossary of terms encountered in quality and customer service.
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Biomedical subjects
Publications and source records attributed to B Moores.
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Explores the history of quality management, commenting on the work of many of the quality "gurus". Considers the relationship between quality management and the management science of operational research.
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The United Kingdom Central Council for Nursing, Midwifery and Health Visiting (UKCC) recently undertook a major project aimed at identifying the most appropriate future nurse staffing patterns. The results presented here were produced at the request of the UKCC in order that the recommendations stemming from their deliberations could be set against a wider backcloth. It proved possible to secure nurse staffing data from three of the countries of the United Kingdom, namely, England, Wales and Scotland. Most were secured from government publications but the appropriate government agencies also provided valuable assistance. The main trends emerging from a processing of the data are a steadily falling ratio of student nurses and midwives to their qualified counterparts and a steadily increasing contribution by state enrolled nurses. A number of other ratios are presented pictorially accompanied, where appropriate, by a commentary. The actual growth in whole time equivalent nurses is seen to be somewhat less than many people imagine when account is taken of the reduction in both the number of weeks and the number of hours per week worked. Indeed, there has been a levelling off of this last figure over the past few years.
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Following on a long series of interviews and pilot studies a substantial questionnaire was devised for soliciting the reactions of patients to their stay in hospital. With the cooperation of health authorities it was distributed to ex-patients in seven acute hospitals. A total of 1357 respondents returned a completed questionnaire. In this paper the responses to some 17% of the questions are presented. Most of these particular questions have been selected because they are concerned with nursing issues but a few others are included on account of their relevance. What comes across very clearly from the pattern of responses are the wide disparities between hospitals. Given that the questions were deliberately intended to be very specific a comparison of the results obtained in one institution with the overall averages does enable attention to be focused on areas where improvements are called for. In fact a number of health authorities, recognizing this feature, have since commissioned studies.
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As part of a wider study concerned with the changing nurse employment patterns a detailed questionnaire was completed by a total of 2325 qualified female nurses, 841 of whom were working fulltime in nursing, 634 were inactive, 678 were offering their services on a part-time basis and 172 were working in some other occupation. In a previous article the results of the analysis conducted on the responses to the attitude questions were presented. In this paper the replies to those questions aimed at soliciting the reasons felt to have impacted on the respondent's decision to take up nursing, to stay or to leave the profession and to re-enter the profession are analysed. As the questionnaires were distributed in the course of two projects separated by 4 years, what is of particular interest is the similarity of the two sets of results. These indicate that there is still a very high level of job satisfaction as evidenced by the extent to which nursing would be recommended to a friend or relative. The primary obvious reason for inactivity is the existence of a young child but when further intentions are explored it is clear that there is a large pool of qualified nurses keen to resume a career the main obstacle being the lack of sufficient flexibility of hours of working.
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As a part of an ongoing larger study concerned with nurse manpower planning, an attempt has been made to investigate the reasons for the non-participation in the labour force of such a large proportion of qualified nurses. In an attempt to collect information on this topic a questionnaire was developed and distributed to a sample of nurses. The article describes in some detail the two different ways in which the names and addresses of the sample were generated. The first method involved making contact by the simple expedient of dropping leaflets through letterboxes while the second involved tracing respondents through their last known address when they originally qualified. The success of these two approaches is contrasted which should be of value to anyone contemplating a similar name-capturing exercise. A total of 2325 questionnaires were returned and computer analysed. This article presents the results of one part of that analysis i.e. the factor analysis conducted on the attitudinal questions contained in the document. A five-factor solution yielded highly interpretable results and the factor loadings are presented along with the pattern of responses. The factor scores are then contrasted for three different groups of respondents: the grouping being based on whether the respondent was working full-time, part-time or not at all.
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It is particularly appropriate in 'International Health Record Year' that Dr Brian Moores, of Manchester University Institute of Science, should examine what professional activity studies have to offer. Here he looks at this American system of monitoring and compares it with HAA, which in contrast he describes as 'clinically impoverished'
Resource needs for patients with renal failure change as policies vary and survival improves. Thus a model was developed to estimate the facilities (number of beds) needed for such patients in the North-west Region; national resource needs could be obtained by multiplying the regional needs by eleven. The model predicted an unforeseen demand for hospital and satellite unit facilities and for unit back-up beds. The increasing survival of transplants is an important determinant of resource needs, and the model readily indicates the impact of changes in this factor.