This report presents the consensus recommendations of an international expert panel on indicators for patient safety. Using a structured review process, the panel set out to select indicators to cover the five key areas: areas hospital-acquired infections, sentinel events, operative and...

Medical practice variation is extensive and well documented, particularly for surgical interventions, and raises important questions for health policy. To date, however, little work has been carried out on interpractitioner variation in prescribing activity in the primary care setting. An...

Summary This paper analyses a strategic change implementation at call centre operations of an insurance company in Australia. The empirical findings illustrate how the macro-discourse of the culture change programme was in dialogue with alternative local discourses that organizational members...

This paper deals with the aftermath of the creation of a new governance structure in the UK National Health Service. We conceptualize this new governance structure as a 'Trust Hospital Archetype' in order to establish the promises and limitations of an archetype transition framework. We find...

This article draws on fieldwork conducted with nurses in two sites of NHS Direct, the English tele-nursing service.Theoretically it has two objectives. Firstly to examine a group of professional workers in order to show how the discourse of work transformation associated with the call centre...

In this article we aim to contribute to the 'strategy-as-practice' (SAP) field by studying organizational politics from an ethnomethodological perspective. We argue that it is important to study not only the 'politics of sensemaking', but also the 'sensemaking of politics'. Existing research has...