Has outpatient quality assurance improved performance?

A prospective study of the outpatient department was undertaken as part of a quality assurance initiative to improve patient care. Senior managers and clinicians set realistic performance targets for attendances, availability of records, waiting times and delay in correspondence to general practitioners. From February 1989 to January 1990, performance was analysed each month, and data and subsequent management changes publicised. The results show improvements in all areas studied, which supports the generally held belief that clinicians wish to improve the care offered to patients.