Maintaining Quality in Human Services

Abstract

ABSTRACT In the 1980s there was a new emphasis on the achievement of clear standards of Quality in public services in Britain. This has been accompanied by a wide ranging discussion of how Quality is most effectively promoted and maintained. This paper begins by setting out the key elements of a Quality service — accessibility, acceptability, effectiveness and openness. It then analyses and evaluates four elements in the maintenance of Quality. First it examines the role of management in setting standards and monitoring performance and in promoting a culture of Quality. Then it analyses the importance of organizational structures in generating staff commitment to the goal of Quality. Third, it assesses the role and potential or user involvement. Finally it looks at legalistic approaches — the promulgation of guidelines and procedures, the setting of explicit standards with clear complaints systems and guaranteed redress if standards are not maintained. The discussion draws primarily on British material but the argument clearly has a wider relevance. Many of the issues are universal rather than peculiar to one particular society. The conclusion is that Quality is only achieved by a balance between these various mechanisms.

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