Ale, J. B. (2002). Risk assessment practices in The Netherlands. Safety Science , 105–
126.
Badri, M. A., Attia, S., & Ustadi, A. M. (2009). Healthcare quality and moderators of
patient satisfaction. International Journal of Health Care Quality Assurance , 382-410.
Beersen, N., Kallewaard, M., van Croonenborg, J. J., van Everdingen, J. J., &
Barneveld, T. A. (2007). Handleiding indicatorontwikkeling. Den Haag: ZonMw.
Bosch, M., Van der Weijden, T., Wensing, M., & Grol, R. (2007). Tailoring quality
improvement interventions to identiefied barriers: a multiple case analysis. Journal of
evaluation in clinical practice , 161-168.
Carrigan, M. (2011). Quality Management: An Overview. In T. Pawlicki, P. B.
Dunscombe, A. J. Mundt, & P. Scalliet, Quality and Safety in Radiotherapy (pp. 11-13).
New York: Taylor & Francis.
Casparie, A. F., Sluijs, M. E., Wagner, C., & De Bakker, D. H. (1997). Quality systems
in Dutch health care institutions. Health Policy , 255-267.
CBO. (2007, december). handleiding patiëntenenquêtes. Opgeroepen op februari 29,
2012, van
http://www.cbo.nl/Downloads/408/Handleiding%20pati%C3%ABntenenqu%C3%AAte
s07.pdf
Chang, C., Chiu, C., & Chen, C. (2010). The effect of TQM practices on employee
satisfaction and loyalty in government. Total Quality Management , 1299-1314.
Chiozza, M. L., & Ponzetti, C. (2009). FMEA: A model for reducing medical errors.
Clinica Chimica Acta , 75–78.
Conway, J., Federico, F., Stewart, K., & Campbell, M. (2011). Respectful Management
of Serious Clinical Adverse Events (Second Edition). IHI Innovation Series white paper
.
Cunliffe, M., & Johnston, R. (2008). Complaint management and the role of the chief
executive. Service Business , 47-63.
Cyvers, G. (2009). Zorgen voor kwaliteit: handboek kwaliteitsontwikkeling voor nonprofit
organisaties. Leuven: Lannoo.
73
Damelio, R. (2011). The Basics of Process Mapping. New York: CRC Press.
Davis, D., O'Brien, M. T., Freemantle, N., Wolf, F. M., Mazmanian, P., & Taylor-
Vaisey, A. (1999). Impact of formal continuing medical education: Do conferences,
workshops, rounds, and other traditional continuing education activities change
physician behavior of health care outcomes? JAMA , 867-874.
De Voght, A. (2009). Basishandboek SPSS 17. Utrecht: Bijleveld Press.
de Vos, M. L., van der Veer, S. N., Graafmans, W. C., de Keizer, N. f., Jager, K. J.,
Westert, P. G., et al. (2010). Implementing quality indicators in intensive care units:
exploring barriers to and facilitators of behaviour change. Opgeroepen op 2011, van
BioMed Central Ltd.: www.implementationscience.com/content/5/1/52
de Vos, M., Graafmans, W., Kooistra, M., Meijboom, B., van der Voort, P., & Westert,
G. (2009). Using quality indicators to improve hospital care: a review of the literature.
International Journal for Quality in Health Care , 119–129.
Desmet, N. (2006). Kwaliteitszorg in de social profit sector en de sociale economie.
Kortrijk: Mentor consult.
Dilrukshi, W., & Amrik, S. S. (2008). Total Quality Management and employees'
involvement: A case study of an Australian organisation. Total Quality Management ,
627-642.
Dückers, M., Makai , P., Vos, L., Groenewegen, P., & Wagner, C. (2009). Longitudinal
analysis on the development of hospital quality management systems in the
Netherlands. International Journal for Quality in Health Care , 330-340.
Dunscombe, P. B., & Cooke, D. L. (2011). Perspective on Quality and Safety in
Radiotherapy. In T. Pawlicki, P. B. Dunscombe, A. J. Mundt, & P. Scalliet, Quality and
Safety in radiotherapy (pp. 3-6). New York: Taylor & Francis.
Ellis, J. (2006). All inclusive benchmarking. Journal of Nursing Management , 377–
383.
Evans, S. M., Smith, B. J., Esterman, A., Runciman, W. B., Maddern, G., Stead, K., et
al. (2007). Evaluation of an intervention aimed at improving voluntary incident
reporting in hospitals. Qual Saf Health Care , 169–175.
François, P., Vinck, D., Labarère, J., Reverdy, T., & Peyrin, J.-C. (2005). Assessment of
an intervention to train teaching hospital care providers in quality management. Qual
Saf Health Care , 234-239.
74
Gagliardi, A. R., Majewski, C., Victor, J., & Baker, G. R. (2011). Quality improvement
capacity: a survey of hospital quality managers. BMJ Quality and Safety of Health Care
, 27-30.
Gemmel, P., & Verleye, K. (2010). Service Management voor Zorgorganisaties.
Brugge: die Keure.
Greenfield, D., & Braithwaite, J. (2008). Health sector accreditation research: a
systematic review. International Journal for Quality in Health Care , 20 (3), 172–183.
Greenfield, D., Pawsey, M., & Braithwaite, J. (2011). What motivates professionals to
engage in accreditation of healthcare organisations. international Journal for Quality in
Health Care , 8-14.
Hammond, J. J. (2001). Protocols and guidelines in critical care: development and
implementation. Current Opinion in Critical Care , 464–468.
Harteloh, P. (2003). Quality systems in health care: a sociotechnical approach. Health
Policy , 391-398.
Hekkert, K. D., Cihangir, S., Kleefstra, S. M., van den Berg, B., & Kool, R. B. (2009).
Patient satisfaction revisited: A multilevel approach. Social Science & Medicine , 68-75.
Homburg, C., & Fürst, A. (2007). See no evil, hear no evil, speak no evil: a study of
defensive organizational behavior towards customer complaints. Journal of the
academy of marketing science , 523-536.
Hsu, S.-H., & Wang, Y.-C. (2008). The development and empirical validation of the
Employee Satisfaction Index model. Total Quality Management , 353-366.
International Standardisation Organisation. (2008). Geregistreerde Belgische norm -
kwaliteitsmanagementsystemen: 9001-2008. Brussel: Bureau voor Normalisatie.
ISO. (2011). Discover ISO . Opgeroepen op februari 2012, van International
Organisation for Standardisation: http://www.iso.org/iso/about/discover-iso_isosorigins.
htm
Juran, J. (1997). Kwaliteitsmanagement: plannen-besturen-verbeteren. New York: The
free press.
Kay, J. F. (2007). Health Care Benchmarking. Medical Bulletin , 22-27.
Kingston, M. A., Krumberger, J. M., Peruzzi, W. T., & Von Rueden, K. T. (2000). May
be a protocol, or it may be a less specific description of how to accomplish a particular
task. AACN Clinical Issues: Advanced Practice in Acute & Critical Care , 363-374.
75
Kleefstra, S., Kool, R., Veldkamp, C., Winters-van der Meer, A., Mens, M., Blijham,
G., et al. (2010). A core questionnaire for the assessment of patient satisfaction in
academic hospitals in The Netherlands: development and first results in a nationwide
study. Qual Saf Health Care , 19-24.
Mainz, J. (2003). Defining and classifying clinical indicators for quality improvement.
International Journal for Quality in Health Care , 523-530.
Mersel, E. P., Mor-Yosef, S., & Shapira, S. C. (2005). Internal and External Auditing in
Health Systems: An Integrative Approach. Health care management review , 168-173.
Ministerie van Volksgezondheid, Welzijn en Sport. (1996). de Kwaliteitswet
Zorginstellingen. Opgeroepen op maart 2012, van Infectiepreventie:
http://infectiepreventie.nl/pdf/1996%20kwaliteitswet.pdf
Ministerie van Volksgezondheid, Welzijn en Sport. (2010). Model kwaliteitsjaarverslag
Ziekenhuiszorg. Opgeroepen op maart 2012, van Jaarverslagen Zorg:
https://www.jaarverslagenzorg.nl/documentatie/modelkwaliteitsjaarversla…
liteitsjaarverslagen/
Motwani, J. G., Frahm, M. L., & Kathawala, Y. (1994). Quality training: The Key to
Quality Improvement. Training for Quality , 7-12.
Open Universiteit. (2011). Open Universiteit. Opgeroepen op december 2011, van
Leereenheid 1: Inleiding kwaliteitszorg:
ou.nl/Docs/Opener/MW/Kwaliteitszorg/leereenheid_1.pdf
Pohly, P. (2009). Glossary of Terms in Managed Health Care. Opgeroepen op
november 2011, van Pam Pohly's Net Guide: http://www.pohly.com/terms.html
Reason, J. (1995). Understanding adverse events: human factors. Quality in Health
Care , 80-89.
Restuccia, J. D., Shwartz, M., Cohen, A. B., Drake, J. E., Kang, R., Kralovec, P., et al.
(2008). A Survey of Hospital Quality Improvement Activities. Medical Care Research
and Review , 571-595.
Riley, W., & Brewer, R. (2009). Review and analysis of quality improvement
techniques in police departments: Application for public health. Journal of Puplic
Health Management Practice , 141-151.
Schneider, E. C., & Epstein, A. M. (1998). Use of Public Performance Reports, A
Survey of Patients Undergoing Cardiac Surgery. Journal of the American Medical
Association , 1638-1642.
76
Sluijs, E. M., & Wagner, C. (2003). Progress in the Implementation of Quality
Management in Dutch Health care: 1995-2000. International Journal for Quality in
Health Care , 223-234.
Soltani, E., Gennard, J., van der Meer, R., & Williams, T. (2004). HR performance
evaluation in the context of TQM. International Journal of Quality & Reliability
Management , 377-396.
Ten Have, P. (2004). Handleiding - Indicatoren voor Verbeterprojecten. Alphen aan
den Rijn: Van Zuiden.
Throckmorton, T., & Etchegaray, J. (2007). Factors Affecting Incident Reporting by
Registered Nurses: The Relationship of Perceptions of the Environment for Reporting
Errors, Knowledge of the Nursing Practice Act, and Demographics Nursing Practice
Act, and Demographics. American Society of PeriAnesthesia Nurses , 400-412.
Van Harten, W. H., Casparie, T. F., & Fisscher, O. A. (2002). The evaluation of the
introduction of a quality management system. A process-oriented case study in a large
rehabilitation hospital. Health Policy , 17–37.
Verberk, J. (2008). Management Kennisbank. Opgeroepen op maart 2012, van
Geschiedenis van kwaliteitsmanagement en streven naar kwaliteitszorg.:
www.managementkennisbank.nl
Vincent, C. A., & Coulter, A. (2002). Patiënt safety: what about the patiënt? Qaulity
and Safety in Health Care , 76-80.
Vlaams Agentschap Zorg en Gezondheid. (2010, september 21). inspectie en audit van
algemene ziekenhuizen. Opgeroepen op maart 14, 2012, van zorg en gezondheid:
http://www.zorg-en-gezondheid.be/Beleid/Procedures/Ziekenhuizen/Inspect…-
algemene-ziekenhuizen/
Vlaams Agentschap Zorg en Gezondheid. (2003, oktober). Kwaliteitszorg in algemene
ziekenhuizen. Opgeroepen op december 2011, van Vlaams Agentschap Zorg en
Gezondheid: www.zorg-en-gezondheid.be
Vlaamse Overheid. (2012, januari 25). Omzendbrief. Nieuw toezichtmodel algemene,
categorale en universitaire ziekenhuizen . Brussel, België.
VMS Veiligheidsprogramma. (2009). Praktijkgids Veilig Incident Melden. Opgeroepen
op januari 2011, van www.vmszorg.nl
Vuk, T. (2010). Skills and tasks of quality manager at a blood establishment. ISBT
Science Series , 179–183.
77
Wait, S., & Nolte, E. (2005). Benchmarking health systems: trends, conceptual issues
and future perspectives. Benchmarking: An International Journal , 436-448.
Wardhani, V., Utarini, A., Van Dijk, P. J., Post, D., & Groothoff, J. W. (2009).
Determinants of quality management systems implementation in hospitals. Health
Policy , 239-251.
Weeghmans, I., & Lemmens, L. (2012). De plaats van patiënten bij kwaliteitsprojecten.
Leuven: Vlaams Patiëntenplatform.
Weiner, B. J., Alexander, A. J., Shortell, S. M., Baker, L. C., Becker, M., & Geppert, J.
J. (2006). Quality Improvement Implementation and Hospital Performance on Quality
Indicators. Health Services Research , 307-334.
Wensing, M., & Elwyn, G. (2003). Methods for incorperating patients' views in health
care. bmj , 877-879.
Zorginspectie. (2010). onze folders. Opgeroepen op maart 14, 2012, van zorginspectie:
http://www4wvg.vlaanderen.be/wvg/zorginspectie/publicaties/Documents/Fo…
dit%20AZ.pdf
Zorgsector, S. H. (2002). Centra/afdelingen voor Radiotherapie. Utrecht: Stichting
HKZ.
Zulnaidi , Y. (2009). The Impact of Employee Awareness Toward Quality Management
Thrust on Its Implementation. European Journal of Economics, Finance and
Administrative Sciences , 106-115.