Quality of Care in the Social Services: Research Agenda and Methods

Abstract

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Exploring the impacts of ISO 9001 on small- and medium-sized social service institutions: a multiple case study

“…Quality has been an ongoing concern throughout the history of social services (McMillen et al, 2005), but it was with the New Public Management and Total Quality Management movements that this area first received more attention. Despite growing interest, the concept of quality in social services is still shrouded in complexity and ambiguity given its multidimensional, multi-level nature.…”

Quality-Directed Activities and Barriers to Quality in Social Service Organizations

“…However, little is known about how social service agencies have responded to the increased pressures to demonstrate that consumers benefit from the services delivered (McMillen et al, 2005). Academics have called for increased program-evaluation research (e.g., Smith, 1990), outcomes-management systems (e.g., Neuman, 2003), and an increased reliance on practice guidelines based on evidence (e.g., Howard & Jenson, 1999), but we do not know to what degree social service agencies have implemented this advice.…”

The Pursuit of Quality for Social Work Practice: Three Generations and Counting

“…Although social work as a field lacks a strong tradition of measuring and assessing quality (Megivern et al, 2007; McMillen et al, 2005; Proctor, Powell, & McMillen, 2012), social work’s role in the quality workforce is becoming better understood (McMillen & Raffol, 2016). The small number of established and endorsed quality measures reflects both limitations in the evidence for effective interventions and challenges in obtaining the detailed information necessary to support quality measurement (IOM, 2015).…”