Quality matters: from clinical care to customer service

  • R. Rattan
UK: Quintessence price £28.00; pp 176 ISBN 9781850971009 | ISBN: 978-1-8509-7100-9

This book is a new addition to the Quintessentials series aimed at those providing dental services who wish to gain an understanding of the principles of quality improvement.

The book begins by defining quality and illustrating what quality means for dental practice using source material such as key healthcare policies from the UK, Europe and beyond. The introductory chapters also provide an illustrated glossary of terminology used in this field, together with a brief résumé of the key influences of the quality movement over the last 50 or so years and how their experience, primarily developed in private industry, might be applied to the healthcare setting.

The chapter on frameworks which have been developed for use as the basis for quality improvement initiatives includes a description of the Donabedian approach of the 1960s to more contemporary methods such as Investors in People. This is followed by chapters on methods for measuring quality improvement, the development of a programme of activity, and the principles of clinical audit.

Clinical governance is covered in the longest section of the book where both a definition of clinical governance is given together with the regulatory framework within which NHS dental services must operate in England. Unfortunately, details of the variation across the countries of the UK as a result of devolution are not referred to.

Clinical effectiveness is covered in a chapter on evidence-based dentistry where the hierarchy of evidence, the development of clinical guidelines and the process of clinical decision making are explored. The final chapters cover service quality and the impact of implementing quality on the business of dentistry.

This slim volume covers a wide range of topics related to quality improvement, and makes extensive use of charts, graphics, tables and examples as applied to dental practice to illustrate the principles being discussed. Topics are not explored in much depth or detail, so practitioners would almost certainly have to draw on other sources of support if they wish to implement any of the described methods. However, this book succeeds in providing a comprehensive review which is easily accessible to those with little or no knowledge of the area and will be of considerable use to both those working in providing dental services and others with an interest in quality improvement in the healthcare setting.