Foreword
Preface
1 Managing the planning and construction process
Jim Wishart
2 Plant and systems
Jim Wishart
3 Floor plans, design and maintenance
Jim Wishart
4 IT and telecommunications
Chris Beesley and Wayne Smith-Gillard
5 Reception and client areas
Peter Hundepool and Alison Lambert
6 Consulting area
Pam Mosedale
7 Wards and in-patient areas
Debbie Roberts
8 Surgical and preparation areas
Amy Bowcott
9 Dentistry
Amy Bowcott
10 Endoscopy
Philip Lhermette
11 ECG
Stephen Collins
12 Ultrasonography
Philip Lhermette
13 Radiography
Victoria Johnson
14 Laboratory
Roger Powell
15 Managing the practice dispensary
Pam Mosedale
16 Offices and staff accommodation
Rita Dingwall
17 Communication
Christine McGrath and Geoff Little
18 Leadership and self-management
Caroline Bäck
19 Managing people
Maggie Shilcock
20 Employment law
Margaret Keane
21 Ethics of professional practice management
Bob Moore
22 Health and safety
Mark Enright and Alison Clark
23 Strategy and planning
Pippa Reffold
24 Finance
Andy Moore
25 Marketing and Branding
Helen Kington, Marion Chapman, Carole Clarke and Susan Beesley
26 Service quality
Caroline Back
27 The customer experience
Alison Lambert
28 Clinical effectiveness
Bradley Viner
Index