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ABSTRACT We are in the middle of a revolution in the way we provide behavioral health services in the United States. Is this hyperbole or a frank statement about the reality of healthcare today? The individuals and organizations that provide these services will argue that the environment is changing dramatically, and that we will need to revolutionize the way we provide service. This article will address the forces driving this revolution and the role of quality management in responding to these forces. It is the position of this author that total quality management (TQM) provides the most potent set of tools available for creating the organizational change necessary to survive and thrive in this new environment. We are experiencing five basic challenges to the way we do business: (1) Changing funding systems, (2) Changing information management needs, (3) Demands to redesign service delivery systems, (4) A changing human resource environment, and (5) Changing customer requirements.
Cozens et al. (Sat,) studied this question.