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Analysing the Manager's Role in Initiating and / or Maintaining Service Quality, in a Chose Health Care Setting for a Chosen Service User Group.

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Analysing the manager's role in initiating and / or maintaining service quality, in a chose health care setting for a chosen service user group.

Service line management is one of the most common ways in which modern health care services are defined and delivered, but "there remains a lack of consensus regarding the best way in which service line management should be designed and delivered" (Berry & Seltman, 2008, p.93). In general, service line management is taken to mean "the way in which different disciplines are organised in order to provide an integrated system of service (or output) delivery" (Schermerhorn, 2006, p.19). For the manager, this means focusing on three core areas: procedures and interventions; disease management; and care for specific sections of the popular such as children, the elderly etc. The manager's role in initiating and maintaining service quality in respect of service line management is therefore focused on finding ways to manage specific disciplines, and then also ways in which these can be drawn together and fully integrated. This essay will consider the manager's role in initiating and maintaining service quality in terms of service line management for a user group comprising elderly patients. The essay considers key theories in relation to service line management, looks at the gaps between theory and practice, considers ways in which improvements can be made to current approaches, and presents a series of recommendations regarding ways in which changes could be made that would result in delivery of a better and more efficient service to this particular service user group as well as to service user groups in general.

Any service user group will necessarily contain a very wide range of needs and demands, sometimes based on objective needs (e.g. a user who cannot use his or her legs) and sometimes based on subjective needs (e.g. a

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