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Challenges in Measuring and Managing Quality in Health and Human Services Organizations

The issue of quality management within health and human services has drawn considerable attention over the past few years. The move to managed care has increased demands for outcome-based accountability, cost containment, and attention to customer-focused quality in order to remain competitive in a rapidly changing environment. This article examines the challenges in moving to a quality focus under the emergence of a managed care system, describes a model for measuring and managing quality in health and human services, and provides an overview of an empirical examination of this model in 20 health and human services programs.