This book focuses specifically on quality assurance in the social work and social care context. Designed for managers and practitioners responsible for quality assurance and performance management, it utilises traditional theories and seeks to adapt these to meet the social care environment. The history and background to the development of 'quality' are examined and the literature and research reviewed in order to develop a theory base. Common practical issues and dilemmas for managers are explored with a clear service user focus throughout. Using an accessible style, this book enables readers to transfer learning to their own unique settings and roles.
The development of quality assurance and performance management in social care – setting the context
Quality assurance – theoretical models
Leading and managing a culture for improvement
Managing outcomes for service users and the role of service users as arbiters of quality assurance
Using evidence and evaluation to improve services
Improving quality through supporting the workforce
Conclusion- twelve steps to designing your quality and performance management system