Quality management (QM) is not just a recent strategy for management tasks such as resource management, personnel management, marketing management, risk management, knowledge management or innovation management, but it has become part of a quality movement. It is currently a firm element of scientific and public discussion on quality standards and a widely accepted requirement in the provision of social and health care services. For example, Total Quality Management (TQM) has become a comprehensive management philosophy, and an approach to management encompassing all tasks within a single framework. Although the concepts and strategies of TQM are proliferating, the discussion of central concepts of quality is still proceeding without a general agreement of terms and ideas, any agreed theoretical framework or consistent body of empirical findings. The TQM approach has been developed in the manufacturing industry, transformed for use with commercial services and has in the last 10 or 15 years become pervasive within public administrations and the health care and social services (Evers, Haverinen, Leichsenring, & Wistow, 1997; Görres, 1999; Øvretveit, 1998; Peterander & Speck, 2004). The movement has generated institutions and organisations on national and international levels that define quality for different realms of production, develop systematic standards, strategies and methods for quality development and certify their successful implementation. The certification of QM procedures can also be utilised in the competition in the marketplace for consumers. Quality becomes itself a product (certification) and a sales pitch, but at the same time the independently attested quality of products and service also provides consumer protection, since the consumer often has to rely on evaluations that he or she is not in a position to make himself or herself. Clearly, not all producers compete in the marketplace with similar levels of quality; it may be only the best quality for a given low price. Therefore, it is important to keep in mind that QM does not necessarily strive for the highest quality, but for a quality standard for given costs or prices. Moreover, since quality has a price, clients may have preferences for certain levels of quality, considering the trade-off between care outcomes and other consumption alternatives (Cangialose, Cary, Hoffmann, & Ballard, 1977).
This is a preview of subscription content, log in via an institution to check access.
Access this chapter
Tax calculation will be finalised at checkout
Purchases are for personal use only
Preview
Unable to display preview. Download preview PDF.
References
Adams, T., & Gardiner, P. (2005). Communication and interaction within dementia care triads. Developing a theory for relationship-centred care. Dementia, 4, 185–205.
Beckmann, Ch., Otto, H.-U., Richter, M., & Schrödter, M. (Eds.) (2004). Qualität in der Sozialen Arbeit. Wiesbaden: Verlag für Sozialwissenschaften.
Beresford, P. (2004). Qualität sozialer Dienstleistungen. Zur zunehmenden Bedeutung von Nutzerbeteiligung. In Beckmann et al. (Eds.). (2004). Qualität in der Sozialen Arbeit. Wiesbaden: Verlag für Sozialwissenschaften.
Berger, P. L., & Luckmann, T. (1966). The social construction of reality. New York: Anchor Books.
Blonski, H., & Stausberg, M. (Eds.) (2003). Prozessmanagement in Pflegeorganisationen. Hannover: Schlüterser Verlag.
Böhle, F. (2004). Die Bewältigung des Unplanbaren als neue Herausforderung für die Arbeitswelt. Die Unplanbarkeit betrieblicher Prozesse und erfahrungsgebiteten Arbeitens. In F. Böhle, S. Pfeiffer, & N. Sevsay-Tegethoff (Eds.) (2004). Die Bewältigung des Unplanbaren. Wiesbaden: Verlag für Sozialwissenschaften, pp. 12–54.
Bruhn, M. (2003). Qualitätsmanagement für Dienstleistungen (Quality management for services). Berlin: Springer Publisher.
Cangialose, C. B., Cary, S. J., Hoffmann, L. H., & Ballard, D. J. (1977). Impact of managed care on quality of health care: Theory and evidence. American Journal of Managed Care, 3, 1153–1170.
Currie, V., Harvey, G., West, E., McKenna, H., & Keeney, S. (2005). Relationships between quality of care, staffing levels, skill mix and nurse autonomy: Literature review. Journal of Advanced Nursing, 51, 73–82.
Davies, B., & Knapp, M. (1981). Old people’s homes and the production of welfare. London: Routledge and Kegan Paul.
Ellis, A., & Kauferstein, M. (2004). Dienstleistungsmanagement. Berlin: Springer.
Evers, A., Haverinen, R., Leichsenring, K., & Wistow, G. (Eds.). (1997). Developing quality in personal social services. Aldershot: Ashgate.
Fernandez, J.-L., & Knapp, M. (2004). Production relations in social care. In M., Knapp, D., Challis, J. L., Fernandez, & A. Netten (Eds.). (2004). Long-term care: Matching resources and needs. Aldershot: Ashgate.
Freidson, E. (1961). Dilemmas in the doctor–patient relationship. In A. M. Rose, (Ed.), Human behaviour and social processes. An interactional approach (pp. 207–224). Boston: Houghton Miffling.
Friedag, H. R., & Schmidt, W. (2004). Balanced scorecard. Planegg bei München: Haufe.
Görres, S. T. (1999). Qualitätssicherung in Pflege und Medizin. Bern: Huber Publisher.
Grand, J. L. (1991). Equity and choice. London: Harper Collins Academic.
Hardy, B., Young, R., & Wistow, G. (1999). Dimensions of choice on the assessment and care management process: The views of older people, carers and care managers. Health and Social Care in the Community, 7, 483–491.
Haubrock, M., & Gohlke, S. (2001). Benchmarking in der Pflege (Benchmarking in care. A benchmarking study of home care services). Bern: Huber Publisher.
Jochimsen, M. A. (2003). Careful economics. Integrating caring activities and economic science. Boston: Kluwer Academic Press.
Knapp, M., Challis, D., Fernandez, J. L., & Netten, A. (Eds.). (2004). Long-term care: Matching resources and needs. Aldershot: Ashgate.
Lachhammer, J. (2004). Total-value-management–Mittelpunkt einer Qualitätsoffensive in sozialen Einrichtungen. In Peterander, F., & Speck, O. (Eds.). (2004). Qualitätsmanagement in sozialen Einrichtungen. München: Reinhardt.
Luhmann, N. (1984). Soziale Systeme. Grundriß einer allgemeinen Theorie. Frankfurt: Suhrkamp (Social Systems).
Maines, D. R., & Charlton, J. C. (1985). The negotiated order approach to the analysis of social organisation. Studies in Symbolic Interaction, Supplement 1, 271–308.
McGuire, A., Henderson, J., & Mooney, G. (1988). The economics of health care. London: Routledge & Kegan Paul.
Mead, G. H. (1934). Mind, self and society, Chicago: University of Chicago Press.
Netten, A. (2004). The social production of welfare. In M. Knapp, D. Challis, J.-L. Fernandez, & A. Netten (Eds.) (2004), Long-term care: Matching resources and needs. Aldershot: Ashgate.
Nies, H., & Berman, P. C. (Eds.). (2004). Integrating services for older people: A source book for managers. Dublin: EHMA.
Niven, P. R. (2003). Balanced Scorecard–Schritt für Schritt. Weinheim: Wiley.
Øvretveit, J. (1998). Evaluating health interventions. An introduction to evaluation of health treatments, services, policies and organizational interventions. Buckingham, Philadelphia, PA: Open University Press.
Owen, T., & NCHRDF (Eds.). (2006). My home life–quality of life in care homes. London: Help the Aged.
Parsons, T. (1951). The social system. New York: Routledge and Kegan Paul.
Parsons, T. (1978). Action theory and the human condition. New York: Free Press.
Peterander, F., & Speck, O. (Eds.). (2004). Qualitätsmanagement in sozialen Einrichtungen. München: Reinhardt.
Pieper, R. (1979). Wissensformen und Rechtfertigungsstrategien. Ein Beitrag zum Vermittlungsproblem zwischen Wissenschaft, Technik und Alltag, Soziale Welt, Heft 1, 50–69.
Pieper, R. (1997). Technology and the social triangle of home care: Ethical issues in the application of technology to dementia care. In S. Björneby & A. van Berlo (Eds.), Ethical issues in the use of technology for dementia care. Knegsel: AKONTES Publishing.
Pieper, R. (2005a). Integrated care: Concepts and theoretical approaches. In M. Vaarama & R. Pieper (Eds.) (2005). Managing integrated care. European perspectives and good practices. Stakes and the European Health Management Association. Saarijärvi: Gummerrus Printing Oy. pp. 26–53.
Pieper, R. (2005b). Strategies for organisational and network integration. In M. Vaarama & R. Pieper (Eds.) (2005). Managing integrated care. European perspectives and good practices. Stakes and the European Health Management Association. Saarijärvi: Gummerrus Printing Oy. pp. 113–131.
Reichwald, R., & Schaller, Ch. (2006). Innovationsmanagement von Dienstleistungen–Herausforderungen und Erfolgfaktoren in der Praxis. In H.-J. Bullinger & A.-W. Scheer (Eds.), Service engineering, Berlin: Springer.
Simmel, G. (edited and translated by K. H. Wolff). (1950). The sociology of Georg Simmel. Glencoe, IL: The Free Press.
Strauss, A. L., Schatzmann, L., Bucher, R., Erlich, D., & Sabshin, M. (1963). The hospital and its negotiated order. In E. Freidson (Ed.), The hospital in modern society (pp. 147–169). New York: The Free Press (pp. 147–168).
Strauss, A. L. (1978). Negotiations: Varieties, contexts, processes and social order. San Francisco, CA: Jossey-Bass.
Twigg, J. (2004). The medical-social boundary and rival discourses of the body. In Knapp, M., Challis, D., Fernandez, J.L., & Netten, A. (Eds.). (2004). Long-term care: Matching resources and needs. Aldershot: Ashgate.
Vaarama, M. (2005). Evaluating and managing quality of integrated care. In M. Vaarama & R. Pieper (Eds.) (2005), Managing integrated care for older persons. Saarijärvi: Gummerus Printing, Stakes and the European Health Management Association.
Vaarama, M., & Pieper, R. (Eds.). (2005). Managing integrated care. European perspectives and good practices.Stakes and European Health Management Association. Saarijärvi: Gummerrus Printing Oy. (pp. 64–88).
Valvanne, J. (2005). Integrating social and health care in practice–A Finnish project. In Vaarama & Pieper (Eds.) (2005). Managing integrated care for older persons. Stakes and the European Health Management Association. Saarijärvi: Gummerrus Printing. pp. 64–88.
Wilkinson, H., Kerr, D., & Cunningham, C. (2005). Equipping staff to support people with an intellectual disability and dementia in care home settings. Dementia, 4(3), 387–400.
Author information
Authors and Affiliations
Editor information
Editors and Affiliations
Rights and permissions
Copyright information
© 2008 Springer Science+Business Media, LLC
About this chapter
Cite this chapter
Pieper, R., Frommelt, M., Heislbetz, C., Vaarama, M. (2008). Quality Management in Long-Term Care. In: Vaarama, M., Pieper, R., Sixsmith, A. (eds) Care-Related Quality of Life in Old Age. Springer, New York, NY. https://doi.org/10.1007/978-0-387-72169-9_6
Download citation
DOI: https://doi.org/10.1007/978-0-387-72169-9_6
Publisher Name: Springer, New York, NY
Print ISBN: 978-0-387-72168-2
Online ISBN: 978-0-387-72169-9
eBook Packages: MedicineMedicine (R0)