A CQI System for Healthcare [Hardcover]

Tim Mannello (Author)

Book Description

Publication Date: April 11, 1995 | ISBN-10: 0527762903 | ISBN-13: 978-0527762902 | Edition: 1

The Williamsport Hospital and Medical Center (now part of the Susquehanna Health System [SHS]) created a thriving organization-wide continuous improvement (CQI) system and was the recipient of the 1993 Commitment to Quality Award. Williamsport's success story is shared in this book, told engagingly by the champion of the initiative.

Many of the resources contributing to that success are included to give readers a practical foundation for their own CQI development. These include:

* The content listing of The Williamsport Hospital's CQI Reference Manual. ,BR> * Curriculum outlines for the managerial leadership and other quality-related courses.
* A matrix of training showing quality outcomes, required capability, and frequency and length of course.
* Guidelines for Cycle of Service teams, Departmental CQI teams, CQI Swat Teams, and Spin-off CQI teams.
* Human resources climate assessment.
* Sample patient management guidelines.

Readers will learn how the system works on a daily basis and how it has allowed the facility to adapt in today's turbulent healthcare environment.

Editorial Reviews

About the Author

Tim Mannello is senior vice-president of management and organizational development for SHS. From 1984 to 1994 he was vice-president of human resources at The Williamsport Hospital.

Product Details

• Hardcover: 318 pages
• Publisher: Productivity Press; 1 edition (April 11, 1995)
• Language: English
• ISBN-10: 0527762903
• ISBN-13: 978-0527762902
• Product Dimensions: 9.2 x 6.2 x 1.2 inches
• Shipping Weight: 1.6 pounds
• Average Customer Review: 5.0 out of 5 stars  See all reviews (9 customer reviews)
• Amazon Best Sellers Rank: #3,440,490 in Books (See Top 100 in Books)

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Customer Reviews

Most Helpful Customer Reviews

1 of 1 people found the following review helpful:

5.0 out of 5 stars A CQI System for Healthcare by Tim Mannello, April 14, 2004

By 

Maureen Karstetter (State College, PA) - See all my reviews

This review is from: A CQI System for Healthcare (Hardcover)

As a healthcare professional in the field for 17 years, I have found this book to be a wonderful resource in guiding my current hospital's efforts to improve quality and patient satisfaction. We, along with most institutions, strive every day to improve our systems and the delivery of care. In addition, we asked the author to spend time with our management team to share advice and help us to focus more specifically on the relationship of the employer/employee relationship and it's effect on the employee/patient relationship. [...]

1 of 1 people found the following review helpful:

5.0 out of 5 stars Invaluable resource for cultural transformation, April 13, 2004

By A Customer

This review is from: A CQI System for Healthcare (Hardcover)

As a senior executive in a health care facility intent on improving patient care quality and customer satisfaction, Tim Mannello's chronicle of Susquehanna's initiatives effectively instructs and inspires. I have used this as a text in conjunction with leadership interventions focused on engaging staff. Results have been rewarding and Mannello's anecdotes and guidelines contribute to positive, effective culture change.

2 of 3 people found the following review helpful:

5.0 out of 5 stars How to be among the best nationally in customer service., May 21, 1998

By 

Timothy A Mannello (Williamsport, Pa USA) - See all my reviews
(REAL NAME)   

This review is from: A CQI System for Healthcare (Hardcover)

A national research firm, Press Ganey rated the Susquehanna Health System (SHS) in Williamsport, Pa. among the top 2% in nursing care and among the top 5% overall in overall patient satisfaction compared to the best hospitals in the country. How does SHS consistently earn such ratings? This book will give you the complete story.