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In its first edition, Practice Development in Nursing made an important contribution to understanding practice development and its core components. Now fully updated to take into account the many developments in the field, the second edition continues to fill an important gap in the market for an accessible, practical text on what remains a key issue for all members of the healthcare team globally. Practice Development in Nursing and Healthcare explores the basis of practice development and its aims, implementation and impact on healthcare, to enable readers to be confident in their approaches to practice development. It is aimed at healthcare professionals in a variety of roles (for example clinical practice, education, research and quality improvement) and students, as well as those with a primary practice development role, in order to enable them to effectively and knowledgeably develop practice and the practice of others. Key features: New updated edition of a seminal text in the field, including significant new material Relevance to the entire healthcare team Accessible and practical in style, with case studies, scenarios and examples throughout Edited by and with contributions from experts in the field Fully updated to include the latest research Supported by a strong evidence base

H.R. 4332

United States. Congress. House. Committee on Financial Services. Subcommittee on Financial Institutions and Consumer Credit

Published: 2008

Total Pages: 112


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This practice- and research-based book caters to the needs of executive managers who see customer satisfaction as their primary goal. The authors identify the need for an effective complaint management strategy that prevents the loss of dissatisfied customers. Dissatisfied customers are at risk of migrating; accordingly, neglecting professional complaint management poses a considerable threat to customer relationships, sales and profits. The book offers a comprehensive management concept, which emphasizes direct contact with the complainant by employing complaint stimulation, acceptance, processing and reaction. Further, it discusses the relevant ‘backstage’ tasks involved in using complaint information to achieve quality improvements and cost reductions through complaint analysis, controlling and reporting.
Are you managing other people? If so, you will find this an indispensable guide to situations and problems faced by ward managers, sisters and charge nurses today. This new edition retains the book’s practical approach, providing hints and tips on cutting through bureaucracy to ensure patient care remains uppermost on your agenda. This book will help you to Manage your time Create a positive work environment Ensure care is patient-centred Manage your budget Be politically aware Manage difficult staff and situations This book will help you to • Organise yourself and your workload • Manage staff, people and difficult situations • Make sure care is patient-centred • Manage your budget • Deal with complaints • Handle staff recruitment • Be a good role model. This new edition retains the book’s practical approach, providing hints and tips on cutting through bureaucracy to ensure patient care remains uppermost on your agenda. Reflects the most recent developments affecting ward management, including the current national focus on quality indicators and working within tighter budgets. Updated guidance on pertinent issues such as ‘whistle-blowing’ and ‘safeguarding’. A new chapter on ‘Improving Quality and Safety’ explains the national quality initiatives and their impact, as well as taking you through the practical processes of handling complaints and incidents.