title: Using the business excellence model to effectively manage change within clinical support services.
abstract: This article describes the journey of managing the change from seven separate health providing units to one overall team providing a range of services. To facilitate the change the Malcolm Baldrige National Quality Award self-assessment model was used. The benefits and limitations of the model are described as are the activities undertaken to achieve a goal of delivering quality care within a customer driven rather than service driven focus. Finally the learning gained from the change is shared in an attempt to help others undertaking a similar journey.
authors.affiliation: Huddersfield NHS Trust, Lindley, UK.
authors.forename: J
authors.initials: J
authors.lastname: Freer
authors.forename: S
authors.initials: S
authors.lastname: Jackson
mesh_terms: D000720:Ancillary Services, Hospital / Q000458:organization & administration* / Q000592:standards; D003258:Consumer Behavior; D006754:Hospital Restructuring / Q000592:standards; D006779:Hospitals, Public / Q000458:organization & administration / Q000592:standards; D006801:Humans; D007858:Learning; D017146:Models, Organizational; D009936:Organizational Innovation; D013222:State Medicine / Q000458:organization & administration / Q000592:standards; D017749:Total Quality Management / Q000379:methods*; D006113:United Kingdom; D000078329:Workforce