Quality management in health care : empirical studies in addiction treatment services aligned to the EFQM excellence model

Thesis

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Titlepage

Content

PART I General introduction and research questions

PART II Conceptualisation

Chapter 1 A quality framework for addiction treatment programmes: Results of a Concept Mapping strategy

Chapter 2 Using Concept Mapping to design an indicator framework for addiction treatment centres

Chapter 3 Improving the EFQM Model: An empirical study on model development and theory building using Concept Mapping

Chapter 4 The EFQM Excellence Model: European and Dutch experiences with the EFQM approach in health care

PART III Performance

Chapter 5 Consumer satisfaction as a quality indicator for mental health and addiction treatment services in the Netherlands

Chapter 6 Psychosocial work conditions and work stress in an innovating addiction treatment centre. Consequences for the EFQM Excellence Model.

Chapter 7 Trends 1996-2005 in the opinion of Dutch citizens on addiction treatment services

Chapter 8 Development and use of an indicator system for an addiction treatment centre

PART IV Implementation

Chapter 9 EFQM quality management: A single-case study of an outpatient addiction treatment service

Chapter 10 Evaluating treatment process redesign by applying the EFQM Excellence Model

PART V General discussion and summary

Appendix

Samenvatting

Zusammenfassung

List of publications 1995-2005

Dankwoord

Curriculum vitae

Translations of the humoristic drawings

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