COPE Handbook: a Process for Improving Quality in Health Services, Revised Edition
English
EngenderHealth
EngenderHealth’s Quality Improvement Series
2003
164
COPE, which stands for “client-oriented, provider-efficient” services, is a process that helps health care staff continuously improve the quality and efficiency of services provided at their facility and make services more responsive to clients’ needs. COPE provides staff with practical, easy-to-use tools to identify problems and develop solutions using local resources, and it encourages all levels of staff and supervisors to work together as a team and to involve clients in assessing services. Through COPE, staff develop a customer focus, learning to define quality in concrete terms by putting themselves in their clients’ shoes. The process also enables staff to explore the strengths of their work site. [publisher’s description]
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