Continuous Quality Improvement in an Acute Hospital: A Report of an Action Research Project in Three Hospital Departments

Describes an action research project to improve quality in three hospital departments including operating theatres, X‐ray, and medical records. The approach combined quality assurance (QA) or audit methods with those of continuous quality improvement (CQI) or TQM. The intention was to bring about improved organizational performance through an emphasis on bottom‐up rather than top‐down methodology, and to assess the relative effectiveness of different quality strategies being used within the hospital. Baseline studies of organizational climate and of patient perceptions enabled evaluation of effectiveness. Provides a description of the background to various health‐care quality strategies,and argues that several perspectives are required if all stakeholders(e.g. policy makers, professionals, patients, and managers) are to be satisfied. Describes the responses of staff, superiors and professionals and recommendations offered for more effective quality strategy implementation.