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A Life in the Day     Hybrid Journal   (Followers: 9)
Accounting Auditing & Accountability J.     Hybrid Journal   (Followers: 18)
Accounting Research J.     Hybrid Journal   (Followers: 23, SJR: 0.148, h-index: 3)
Accounting, Auditing and Accountability J.     Hybrid Journal   (Followers: 5, SJR: 0.972, h-index: 30)
Advances in Accounting Education     Hybrid Journal   (Followers: 11)
Advances in Appreciative Inquiry     Hybrid Journal   (Followers: 2, SJR: 0.107, h-index: 4)
Advances in Dual Diagnosis     Hybrid Journal   (Followers: 39)
Advances in Gender Research     Full-text available via subscription  
Advances in Mental Health and Intellectual Disabilities     Hybrid Journal   (Followers: 46, SJR: 0.211, h-index: 3)
Advances in Mental Health and Learning Disabilities     Hybrid Journal   (Followers: 22)
African J. of Economic and Management Studies     Hybrid Journal   (Followers: 9)
Agricultural Finance Review     Hybrid Journal   (Followers: 1)
Aircraft Engineering and Aerospace Technology     Hybrid Journal   (Followers: 114, SJR: 0.339, h-index: 15)
American J. of Business     Hybrid Journal   (Followers: 11)
Anti-Corrosion Methods and Materials     Hybrid Journal   (Followers: 4, SJR: 0.309, h-index: 23)
Arts Marketing : An Intl. J.     Hybrid Journal   (Followers: 10)
Asia Pacific J. of Marketing and Logistics     Hybrid Journal   (Followers: 7)
Asia-Pacific J. of Business Administration     Hybrid Journal   (Followers: 2, SJR: 0.237, h-index: 4)
Asian Education and Development Studies     Hybrid Journal   (Followers: 6)
Asian J. on Quality     Hybrid Journal   (Followers: 2)
Asian Review of Accounting     Hybrid Journal   (Followers: 1, SJR: 0.174, h-index: 3)
Aslib J. of Information Management     Hybrid Journal   (Followers: 8)
Aslib Proceedings     Hybrid Journal   (Followers: 185, SJR: 0.558, h-index: 23)
Assembly Automation     Hybrid Journal   (Followers: 1, SJR: 0.439, h-index: 20)
Baltic J. of Management     Hybrid Journal   (Followers: 2, SJR: 0.2, h-index: 10)
Benchmarking : An Intl. J.     Hybrid Journal   (Followers: 6, SJR: 0.554, h-index: 28)
British Food J.     Hybrid Journal   (Followers: 11, SJR: 0.361, h-index: 25)
Built Environment Project and Asset Management     Hybrid Journal   (Followers: 16, SJR: 0.248, h-index: 3)
Business Process Management J.     Hybrid Journal   (Followers: 8, SJR: 0.841, h-index: 31)
Business Strategy Series     Hybrid Journal   (Followers: 6, SJR: 0.151, h-index: 3)
Campus-Wide Information Systems     Hybrid Journal   (Followers: 5, SJR: 0.246, h-index: 12)
Career Development Intl.     Hybrid Journal   (Followers: 9, SJR: 0.721, h-index: 22)
China Agricultural Economic Review     Hybrid Journal   (Followers: 1, SJR: 0.419, h-index: 6)
China Finance Review Intl.     Hybrid Journal   (Followers: 4)
Chinese Management Studies     Hybrid Journal   (Followers: 4, SJR: 0.424, h-index: 7)
Circuit World     Hybrid Journal   (Followers: 14, SJR: 0.297, h-index: 15)
Clinical Governance: An Intl. J.     Hybrid Journal   (Followers: 21, SJR: 0.176, h-index: 13)
Collection Building     Hybrid Journal   (Followers: 10, SJR: 0.461, h-index: 8)
COMPEL: The Intl. J. for Computation and Mathematics in Electrical and Electronic Engineering     Hybrid Journal   (Followers: 5, SJR: 0.224, h-index: 18)
Competitiveness Review : An Intl. Business J. incorporating J. of Global Competitiveness     Hybrid Journal   (Followers: 3)
Construction Innovation: Information, Process, Management     Hybrid Journal   (Followers: 15)
Corporate Communications An Intl. J.     Hybrid Journal   (Followers: 4, SJR: 0.394, h-index: 18)
Corporate Governance Intl. J. of Business in Society     Hybrid Journal   (Followers: 6, SJR: 0.345, h-index: 21)
Critical Perspectives on Intl. Business     Hybrid Journal   (SJR: 0.311, h-index: 11)
Cross Cultural Management An Intl. J.     Hybrid Journal   (Followers: 7, SJR: 0.648, h-index: 6)
Development and Learning in Organizations     Hybrid Journal   (Followers: 7, SJR: 0.123, h-index: 6)
Direct Marketing An Intl. J.     Hybrid Journal   (Followers: 6)
Disaster Prevention and Management     Hybrid Journal   (Followers: 15, SJR: 0.352, h-index: 24)
Drugs and Alcohol Today     Hybrid Journal   (Followers: 63, SJR: 0.129, h-index: 2)
Education + Training     Hybrid Journal   (Followers: 16, SJR: 0.39, h-index: 21)
Education, Business and Society : Contemporary Middle Eastern Issues     Hybrid Journal   (SJR: 0.243, h-index: 6)
Employee Relations     Hybrid Journal   (Followers: 6, SJR: 0.446, h-index: 16)
Engineering Computations     Hybrid Journal   (Followers: 4, SJR: 0.567, h-index: 36)
Engineering, Construction and Architectural Management     Hybrid Journal   (Followers: 16, SJR: 0.468, h-index: 20)
Equal Opportunities Intl.     Hybrid Journal   (Followers: 3)
Equality, Diversity and Inclusion : An Intl. J.     Hybrid Journal   (Followers: 14, SJR: 0.37, h-index: 4)
Ethnicity and Inequalities in Health and Social Care     Hybrid Journal   (Followers: 9, SJR: 0.109, h-index: 1)
EuroMed J. of Business     Hybrid Journal  
European Business Review     Hybrid Journal   (Followers: 5, SJR: 0.368, h-index: 15)
European J. of Innovation Management     Hybrid Journal   (Followers: 14, SJR: 0.442, h-index: 22)
European J. of Marketing     Hybrid Journal   (Followers: 21, SJR: 0.957, h-index: 38)
European J. of Training and Development     Hybrid Journal   (Followers: 8, SJR: 0.296, h-index: 18)
Evidence-based HRM     Hybrid Journal   (Followers: 7)
Facilities     Hybrid Journal   (Followers: 2, SJR: 0.34, h-index: 13)
foresight     Hybrid Journal   (Followers: 7, SJR: 0.62, h-index: 16)
Gender in Management : An Intl. J.     Hybrid Journal   (Followers: 11, SJR: 0.495, h-index: 17)
Grey Systems : Theory and Application     Hybrid Journal  
Health Education     Hybrid Journal   (Followers: 4, SJR: 0.345, h-index: 13)
Higher Education, Skills and Work-based Learning     Hybrid Journal   (Followers: 37, SJR: 0.121, h-index: 2)
History of Education Review     Hybrid Journal   (Followers: 8, SJR: 0.102, h-index: 1)
Housing, Care and Support     Hybrid Journal   (Followers: 9, SJR: 0.155, h-index: 3)
Human Resource Management Intl. Digest     Hybrid Journal   (Followers: 13, SJR: 0.105, h-index: 5)
Humanomics     Hybrid Journal   (Followers: 2, SJR: 0.104, h-index: 1)
Indian Growth and Development Review     Hybrid Journal   (SJR: 0.131, h-index: 1)
Industrial and Commercial Training     Hybrid Journal   (Followers: 5, SJR: 0.318, h-index: 10)
Industrial Lubrication and Tribology     Hybrid Journal   (Followers: 6, SJR: 0.46, h-index: 15)
Industrial Management & Data Systems     Hybrid Journal   (Followers: 3, SJR: 0.989, h-index: 54)
Industrial Robot An Intl. J.     Hybrid Journal   (Followers: 3, SJR: 0.421, h-index: 25)
Info     Hybrid Journal   (SJR: 0.337, h-index: 17)
Information and Computer Security     Hybrid Journal   (Followers: 15, SJR: 0.29, h-index: 28)
Information Technology & People     Hybrid Journal   (Followers: 57, SJR: 0.664, h-index: 21)
Interactive Technology and Smart Education     Hybrid Journal   (Followers: 13)
Interlending & Document Supply     Hybrid Journal   (Followers: 93, SJR: 0.593, h-index: 10)
Internet Research     Hybrid Journal   (Followers: 57, SJR: 0.846, h-index: 44)
Intl. J. for Lesson and Learning Studies     Hybrid Journal   (Followers: 2)
Intl. J. for Researcher Development     Hybrid Journal   (Followers: 8)
Intl. J. of Accounting and Information Management     Hybrid Journal   (Followers: 6, SJR: 0.265, h-index: 4)
Intl. J. of Bank Marketing     Hybrid Journal   (Followers: 4, SJR: 0.672, h-index: 26)
Intl. J. of Climate Change Strategies and Management     Hybrid Journal   (Followers: 9, SJR: 0.211, h-index: 3)
Intl. J. of Clothing Science and Technology     Hybrid Journal   (Followers: 4, SJR: 0.436, h-index: 20)
Intl. J. of Commerce and Management     Hybrid Journal  
Intl. J. of Conflict Management     Hybrid Journal   (Followers: 11, SJR: 0.322, h-index: 31)
Intl. J. of Contemporary Hospitality Management     Hybrid Journal   (Followers: 11, SJR: 1.2, h-index: 24)
Intl. J. of Culture Tourism and Hospitality Research     Hybrid Journal   (Followers: 14, SJR: 0.113, h-index: 1)
Intl. J. of Development Issues     Hybrid Journal   (Followers: 7)
Intl. J. of Disaster Resilience in the Built Environment     Hybrid Journal   (Followers: 5, SJR: 0.181, h-index: 5)
Intl. J. of Educational Management     Hybrid Journal   (Followers: 4, SJR: 0.508, h-index: 16)
Intl. J. of Emergency Services     Hybrid Journal   (Followers: 2)
Intl. J. of Emerging Markets     Hybrid Journal   (Followers: 2)
Intl. J. of Energy Sector Management     Hybrid Journal   (Followers: 4, SJR: 0.187, h-index: 7)

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Journal Cover   International Journal of Health Care Quality Assurance
  [SJR: 0.357]   [H-I: 25]   [6 followers]  Follow
   Hybrid Journal Hybrid journal (It can contain Open Access articles)
   ISSN (Print) 0952-6862
   Published by Emerald Homepage  [311 journals]
  • Corrigendum
    • Abstract: International Journal of Health Care Quality Assurance, Volume 28, Issue 8, October 2015.

      Citation: International Journal of Health Care Quality Assurance
      PubDate: 2015-10-06T10:14:22Z
      DOI: 10.1108/IJHCQA-10-2015-144
  • Editorial, Volume 28.8: Quality assurance frameworks; their nature and
    • Authors: Keith Hurst
      Abstract: International Journal of Health Care Quality Assurance, Volume 28, Issue 8, October 2015.

      Citation: International Journal of Health Care Quality Assurance
      PubDate: 2015-08-29T12:17:10Z
      DOI: 10.1108/IJHCQA-07-2015-0090
  • Evaluating the impact of accreditation and external peer review.
    • Authors: Melvin Kilsdonk, Sabine Siesling, Renee Otter, Wim van Harten
      First page: 757
      Abstract: International Journal of Health Care Quality Assurance, Volume 28, Issue 8, October 2015.
      Purpose Accreditation and external peer review play important roles in assessing and improving healthcare quality worldwide. Evidence on the impact on the quality of care remains indecisive because of programme features and methodological research challenges. Our objective is to create a general methodological research framework to design future studies in this field. Design/methodology/approach A literature search on effects of external peer review and accreditation was conducted using Pubmed/Medline, Embase and Web of Science. Three researchers independently screened the studies. Only original research papers that studied the impact on the quality of care were included. Studies were evaluated by their objectives and outcomes, study size and analysis entity (hospitals vs. patients), theoretical framework, focus of the studied programme, heterogeneity of the study population and presence of a control group. Findings After careful selection 50 articles were included out of an initial 2025 retrieved references. Analysis showed a wide variation in methodological characteristics. Most studies are performed cross-sectionally and results are not linked to the programme by a theoretical framework. Originality/value Based on the methodological characteristics of previous studies we propose a general research framework. This framework is intended to support the design of future research to evaluate the effects of accreditation and external peer review on the quality of care.
      Citation: International Journal of Health Care Quality Assurance
      PubDate: 2015-08-29T12:17:08Z
      DOI: 10.1108/IJHCQA-05-2014-0055
  • Service quality of hospital outpatient departments: patients’
    • Authors: Ehsan Zarei
      First page: 778
      Abstract: International Journal of Health Care Quality Assurance, Volume 28, Issue 8, October 2015.
      Purpose Assessment of patient perceptions of health service quality as an important element in quality assessments has attracted much attention in recent years. This study aimed at assessing the service quality of hospital outpatient departments affiliated to Shahid Beheshti University of Medical Sciences from the patients’ perspective. Design/methodology/approach This cross-sectional study was conducted in 2014 in Tehran, Iran. The study samples included 500 patients who were selected by multi-stage random sampling from four hospitals. The data collection instrument was a questionnaire consisting of 50 items, and the validity and reliability of the questionnaire were confirmed. For data analysis, exploratory and confirmatory factor analysis, Friedman test, and descriptive statistics were used through LISREL 8.54 and SPSS 18 applications. Findings Eight significant factors were extracted for outpatient service quality, which explained about 67% of the total variance. Physician consultation, information provided to the patient, and the physical environment of the clinic were the three determining factors of the quality of outpatient services. The highest and lowest perceptions were related to physician consultation and perceived waiting time dimension, respectively. The mean score of patients’ perception of outpatient service quality was 3.89 (±0.60). About 59.5% of patients assessed the quality of outpatient services as good, 38.2% as moderate, and 2.3% as poor. Originality/value Originality/value: The developed instrument in this study was found to be valid and reliable, and it can help hospital managers in identifying the areas that need improvement and correction measures. According to the findings of this study, the majority of patients had a positive experience with outpatient departments of teaching hospitals, and the services provided in these centers were of adequate quality, based on patient assessments.
      Citation: International Journal of Health Care Quality Assurance
      PubDate: 2015-08-29T12:17:04Z
      DOI: 10.1108/IJHCQA-09-2014-0097
  • Investigating the connections between health lean management and clinical
           risk management: insights from a systematic literature review
    • Authors: Maria Crema, Chiara Verbano
      First page: 791
      Abstract: International Journal of Health Care Quality Assurance, Volume 28, Issue 8, October 2015.
      Purpose The purpose is to investigate connections and overlaps between Health Lean Management (HLM) and Clinical Risk Management (CRM) understanding whether and how these two approaches can be combined together to pursue efficiency and patient safety improvements simultaneously. Design/methodology/approach A systematic literature review has been carried out. Searching in academic databases, papers that focus not only on health lean management, but also on clinical errors and risk reduction, were included. The general characteristics of the selected papers were analysed and a content analysis was conducted. Findings In most of the papers, pursing objectives of HLM and CRM and adopting tools and practices of both approaches, results of quality and, particularly, of safety improvements were obtained. A two-way arrow between HLM and CRM emerged but so far, none of the studies has been focused on the relationship between HLM and CRM. Originality/value Results highlight an emerging research stream, with many useful theoretical and practical implications and opportunities for further research.
      Citation: International Journal of Health Care Quality Assurance
      PubDate: 2015-08-29T12:17:07Z
      DOI: 10.1108/IJHCQA-03-2015-0029
  • Comparing choice and partnership approach assumptions to child and
           adolescent mental health services in NHS Greater Glasgow and Clyde
    • Authors: Scott Wilson, Julie Metcalfe, Stephen McLeod
      First page: 812
      Abstract: International Journal of Health Care Quality Assurance, Volume 28, Issue 8, October 2015.
      Purpose To compare NHSGGC CAMHS activity data over a 1 year period to the Choice and Partnership Approach (CAPA) demand and capacity model assumptions, providing an evaluation of CAPA model implementation and its affects on actual demand and capacity of the service. Design/methodology/approach Three assumptions within the CAPA Model are tested against activity data extracted from the patient management system. Analysis by patient record assesses the number of appointments the patient received and the patients’ journey from assessment to treatment. A combination of Community Child and Adolescent Mental Health Services (CAMHS) data are combined to compare actual activity against assumed capacity required to meet demand according to the CAPA model. Findings Tested against an audit of 2896 patient records, CAMHS average 7.76 core appointments per patient compared to the CAPA assumption of 7.5 appointments at a 0% DNA rate. The second CAPA assumption states that 66% of assessments will result in treatment, compared to 73.55% in NHSGGC CAMHS. Finally, the workforce model in CAMHS has clinical capacity to meet demand according to the CAPA assumption of weekly accepted referral rates not exceeding the number of clinical whole time equivalent. Originality/value The data allows for identification of inefficiencies within CAMHS and highlights how capacity can be increased, without increasing budgets, to meet a rising clinical demand. The results allow managers and clinicians to improve job planning to ensure more children and young people have quick access to services.
      Citation: International Journal of Health Care Quality Assurance
      PubDate: 2015-08-29T12:17:06Z
      DOI: 10.1108/IJHCQA-03-2015-0032
  • Applying importance-performance analysis to patient safety culture
    • Authors: Yii-Ching Lee, Hsin-Hung Wu, Wan-Lin Hsieh, Shao-Jen Weng, Liang-Po Hsieh, Chih-Hsuan Huang
      First page: 826
      Abstract: International Journal of Health Care Quality Assurance, Volume 28, Issue 8, October 2015.
      Purpose The Sexton et al.'s (2006) Safety Attitudes Questionnaire (SAQ) has been widely used to assess staff's attitudes toward patient safety in healthcare organizations. However, to date there have been few studies that discuss the perceptions of patient safety both from hospital staff and upper management. The current study attempts to improve and to develop better strategies regarding patient safety in healthcare organizations. Design/methodology/approach The Chinese version of SAQ based on the Taiwan Joint Commission on Hospital Accreditation is used to evaluate the perceptions of hospital staff. The current study then lies in applying importance-performance analysis (IPA) technique to identify the major strengths and weaknesses of the safety culture. Findings The results show that teamwork climate, safety climate, job satisfaction, stress recognition and working conditions are major strengths and should be maintained in order to provide a better patient safety culture. On the contrary, perception of management and hospital handoffs and transitions are important weaknesses and should be improved immediately. Research limitations/implications The research is restricted in generalizability. The assessment of hospital staff in patient safety culture is physicians and registered nurses. It would be interesting to further evaluate other staff’s (e.g. technicians, pharmacists and others) opinions regarding patient safety culture in the hospital. Originality/value Few studies have clearly evaluated the perceptions of healthcare organization management regarding patient safety culture. Healthcare managers enable to take more effective actions to improve the level of patient safety by investigating key characteristics (either strengths or weaknesses) that healthcare organizations should focus on.
      Citation: International Journal of Health Care Quality Assurance
      PubDate: 2015-08-29T12:17:01Z
      DOI: 10.1108/IJHCQA-03-2015-0039
  • Patient satisfaction constructs
    • Authors: Muhammad Sabbir Rahman, Aahad M Osmangani
      First page: 841
      Abstract: International Journal of Health Care Quality Assurance, Volume 28, Issue 8, October 2015.
      Purpose This research aims to examine the five-factor structure of patients’ satisfaction constructs toward private healthcare service providers. Design/methodology/approach This research is a cross-sectional study. A questionnaire-based survey was conducted with previous and current Bangladeshi patients. Exploratory factor analysis was employed to extract the underlying constructs. Findings Five underlying dimensions that play a significant role in structuring the satisfaction perceived by Bangladeshi private healthcare patients are identified in this study. Practical implications The main contribution of this study is identifying the dimensions of satisfaction perceived by Bangladeshi patients regarding private healthcare service providers. Originality/value Five underlying dimensions that play a significant role in structuring the satisfaction perceived by Bangladeshi private healthcare patients are identified in this study. Healthcare managers adopt the five identified underlying construct items in their business practices to improve their respective healthcare efficiency while ensuring overall customer satisfaction.
      Citation: International Journal of Health Care Quality Assurance
      PubDate: 2015-08-29T12:17:06Z
      DOI: 10.1108/IJHCQA-05-2015-0056
  • Lean Six Sigma implementation and organizational culture
    • Authors: Susan Knapp
      First page: 855
      Abstract: International Journal of Health Care Quality Assurance, Volume 28, Issue 8, October 2015.
      Purpose The study examined the relationship between four organizational cultural types defined by the Competing Values Framework and three Lean Six Sigma implementation components - management involvement, use of Lean Six Sigma methods and Lean Six Sigma infrastructure. Design/methodology/approach The study involved surveying 446 human resource and quality managers from 223 hospital located in Maine, New Hampshire, Vermont, Massachusetts, and Rhode Island using the Organizational Culture Assessment Instrument. Findings One hundred four completed responses were received and analyzed using MANOVA. Follow-up ANOVAs showed management support was significant, F(3,100) = 4.89, p <.01, η² = 1.28; infrastructure was not significant, F(3,100) = 1.55, p = .21, η² = .05; and using Lean Six Sigma methods was also not significant, F(3,100) = 1.34, p = .26, η² = .04. Post hoc analysis identified group and development cultures having significant interactions with management support. Practical implications The relationship between organizational culture and Lean Six Sigma in hospitals provides information on how specific cultural characteristics impact the Lean Six Sigma initiative key components. This information assists hospital staff who are considering implementing quality initiatives by providing an understanding of what cultural values correspond to effective Lean Six Sigma implementation. Originality/value Managers understanding the quality initiative cultural underpinnings, are attentive to the culture-shared values and norm’s influence can utilize strategies to better implement Lean Six Sigma.
      Citation: International Journal of Health Care Quality Assurance
      PubDate: 2015-08-29T12:17:05Z
      DOI: 10.1108/IJHCQA-06-2015-0079
  • Do clinical incidents, complaints and medicolegal claims overlap?
    • Authors: Paul Goldsmith, Jackie Moon, Paul Anderson, Steve Kirkup, Susan Williams, Margaret Gray
      First page: 864
      Abstract: International Journal of Health Care Quality Assurance, Volume 28, Issue 8, October 2015.
      Purpose Error reporting by healthcare staff, patient-derived complaints and patient-derived medicolegal claims are three separate processes present in most healthcare systems. It is generally assumed that all relate to the same cases. Given the high costs associated with these processes and strong desire to maximize quality and standards, we wanted to see whether it was indeed the case that most complaints and claims related to medical errors and the relative resource allocation to each group. Design/methodology/approach The electronic databases for clinical error recording, patient complaints and medico-legal claims in a large NHS healthcare provider organization were reviewed and case overlap analysed. Findings Most complaints and medicolegal claims do not associate with a prior clinical error. Disproportionate resource is required for a small number of complaints and the medicolegal claims process. Most complaints and claims are not upheld. Research limitations/implications We have only looked at data from one healthcare provider and for one period. It would be useful to analyse other healthcare organisations over a longer time period. We were unable to access data on secondary staffing costs, which would have been informative. As the medico-legal process can go on for many years, we do not know the ultimate outcomes for all cases. We also do not know how many medico-legal cases were settled out of court pragmatically to minimise costs. Practical implications The staff error reporting system and patient advisory services seem to be efficient and working well. However, the broader complaints and claims process is costing considerable time and money, yet may not be useful in driving up standards. System changes to maximize helpful complaints and claims, from a quality and standards perspective, and minimize unhelpful ones are recommended. Originality/value This study provides important data on the lack of overlap between errors, complaints and claims cases.
      Citation: International Journal of Health Care Quality Assurance
      PubDate: 2015-08-29T12:17:09Z
      DOI: 10.1108/IJHCQA-06-2015-0081
  • Early warning scores: unravelling detection and escalation
    • Authors: Gary Smith, David R Prytherch, Paul Meredith, Paul E Schmidt
      First page: 872
      Abstract: International Journal of Health Care Quality Assurance, Volume 28, Issue 8, October 2015.
      Purpose To increase understanding of how patient deterioration is detected and how clinical care escalates when early warning score (EWS) systems are used. Design/methodology/approach The authors critically review a recent NEWS (National Early Warning Score) article published in IJHCQA using personal experience and EWS-related publications, and debate the difference between detection and escalation. Findings Incorrect EWS-choice or poorly understood EWS escalation may result in unnecessary workloads for ward and responding staff. Practical implications The EWS system implementers may need to revisit their guidance materials; medical and nurse educators may need to expand the curriculum to improve EWS system understanding and use. Originality/value The article raises the EWS debate and alerts EWS users that scrutiny is required.
      Citation: International Journal of Health Care Quality Assurance
      PubDate: 2015-08-29T12:17:03Z
      DOI: 10.1108/IJHCQA-07-2015-0086
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