Neil Lilford's Books

Operations and Management Principles for Contact Centres

By: Esther Hoffmann,Dennis Farrell,Neil Lilford,Mariaan Ellis

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Operations and Management Principles for Contact Centres

By: Esther Hoffmann,Dennis Farrell,Neil Lilford,Mariaan Ellis

Several South African agencies, institutes, organizations, and professional bodies are promoting and developing contact-center operations in order to satisfy international and national market demands. Accordingly, additional information, knowledge, and experience are needed to improve on how organizations integrate core business processes into these contact-centers. Responding to this need, the industry is now being represented in higher education. Featuring sections on managing contact-center performance, recruiting, training, and motivating staff- and customer-relations management, this comprehensive course guide, cowritten by several experts in the field, is ideal for institutions offering courses for contact-center agents and anyone working in the contact-center industry.

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Page Count

476

Publisher

Juta and Company Ltd

Published Date

ISBN 10

0702177040

ISBN 13

9780702177040

Too Ill to Talk?

User Involvement in Palliative Care

By: Penny Rhodes,Neil Small

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Too Ill to Talk?

User Involvement in Palliative Care

By: Penny Rhodes,Neil Small

User involvement has become an important part of health policy initiatives during the last decade, but how realistic is the concept and do all users want to be involved? This book brings the voices of people with serious illness, and those caring for them, into debate about how far health and social care services can reflect the views of users. Providing an overview of the literature on user involvement, the book looks at the policy and professional context within which user involvement is undertaken, in particular user involvement in pallative care. The authors discuss two key concepts - palliative care and empowerment - and analyse the role of self-help groups and new information and communication technologies in this context. The book focuses on the detailed narratives of people coping with three life-threatening illnesses - cystic fibrosis, multiple sclerosis and motor neurone disease - and in this way the views and experiences of the 'user' are brought into play to critique current policy and practice. Addressing a current health services issue in a refreshingly critical manner the text challenges the assumption that user involvement is either easy to achieve or that it is necessarily welcomed by all parties. It will be valuable reading for students on health studies courses, health professionals and policy makers in health and social care.

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Page Count

318

Publisher

Routledge

Published Date

ISBN 10

1136363483

ISBN 13

9781136363481

Failures in Health and Social Care

Governance and Culture Change

By: Neil Small

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Failures in Health and Social Care

Governance and Culture Change

By: Neil Small

This thought-provoking book examines breakdowns in the quality of health and social care over the past decade, exploring governance failures and the challenges of achieving lasting change. Failures in care have been manifest across many different settings. Drawing on examples from care of older people and end-of-life care, as well as from learning disabilities, mental health, maternity care and services for vulnerable children, Neil Small shows that the same sorts of problems are evident across these settings and that they are occurring up to the present day. Discussing culture change alongside levels of funding and the impact of prevailing political and economic orthodoxies, and through the lens of shifts of trust in society, this book argues that the concept of culture must be cast much wider than organisational and professional cultures if change is to be secured. This book engages with how to improve quality of care in the NHS and welfare systems more generally. Its case examples are from the UK but the issues of governance, culture change and shifts in the social contract that failures illuminate have an international relevance. It is important reading for those with an interest in health, social care, political science, and sociology.

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Page Count

274

Publisher

Taylor & Francis

Published Date

ISBN 10

1000900304

ISBN 13

9781000900309

Volpe's Neurology of the Newborn E-Book

By: Joseph J. Volpe,Terrie E. Inder,Basil T. Darras,Linda S. de Vries,Adre J du Plessis,Jeffrey Neil,Jeffrey M Perlman

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Volpe's Neurology of the Newborn E-Book

By: Joseph J. Volpe,Terrie E. Inder,Basil T. Darras,Linda S. de Vries,Adre J du Plessis,Jeffrey Neil,Jeffrey M Perlman

A clear, engaging writing style, hundreds of full-color images, and new information throughout make Volpe's Neurology of the Newborn, 6th Edition, an indispensable resource for those who provide care for neonates with neurological conditions. World authority Dr. Joseph Volpe, along with Dr. Terrie E. Inder and other distinguished editors, continue the unparalleled clarity and guidance you've come to expect from the leading reference in the field – keeping you up to date with today's latest advances in diagnosis and management, as well as the many scientific and technological advances that are revolutionizing neonatal neurology. - Provides comprehensive coverage of neonatal neurology, solely written by the field's founding expert, Dr. Joseph Volpe - for a masterful, cohesive source of answers to any question that arises in your practice. - Focuses on clinical evaluation and management, while also examining the many scientific and technological advances that are revolutionizing neonatal neurology. - Organizes disease-focused chapters by affected body region for ease of reference. - Features a brand new, full-color design with hundreds of new figures, tables, algorithms, and micrographs. - Includes two entirely new chapters: Neurodevelopmental Follow-Up and Stroke in the Newborn; a new section on Neonatal Seizures; and an extensively expanded section on Hypoxic-Ischemia and Other Disorders. - Showcases the experience and knowledge of a new editorial team, led by Dr. Joseph Volpe and Dr. Terrie E. Inder, Chair of the Department of Pediatric Newborn Medicine at Brigham and Women's Hospital, all of whom bring a wealth of insight to this classic text. - Offers comprehensive updates from cover to cover to reflect all of the latest information regarding the development of the neural tube; prosencephalic development; congenital hydrocephalus; cerebellar hemorrhage; neuromuscular disorders and genetic testing; and much more. - Uses an improved organization to enhance navigation. - Expert ConsultTM eBook version included with purchase. This enhanced eBook experience allows you to search all of the text, figures, Q&As, and references from the book on a variety of devices.

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Page Count

1526

Publisher

Elsevier Health Sciences

Published Date

ISBN 10

0323508650

ISBN 13

9780323508650

Pathology of the Placenta

By: Harold Fox,Neil Sebire, MB, BS, FRCPath

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Pathology of the Placenta

By: Harold Fox,Neil Sebire, MB, BS, FRCPath

Now in its third edition, this "benchside" reference provides you with a structured diagnostic approach to the features of the placenta most commonly encountered in the investigation of adverse fetal outcomes. Inside, you'll find detailed disussions on cytogenetics and molecular biology as well as the latest developments in coagulopathy, infections, chorioamnionitis, preeclampsia, trophoblastic disease, and twin pregnancies among others. Plus, a new format facilitates information retrieval and new color clinical and pathologic images help you recognize and disagnose lesions better than ever. Access the most authoritative and effective diagnostic help with step-by-step guidance on placental examination techniques. Get the clinical information you need without superfluous details. Create better reports or prepare for exams with comprehensive coverage of all benign and malignant disorders of placental abnormalities. Increase your diagnostic acumen with new and expanded topics such as apoptosis in the normal and pathological placenta, pathogenesis of miscarrage, placental infections (especially malaria and HIV), chorioanmionitis with special reference to its role in cerebral palsy, preeclampsia, gestational trophoblastic disease, medico-legal aspects of the placenta, and much more. Perform a complete diagnostic workup with detailed coverage of molecular biology, immunohistochemisrty, and cytogenetics. Diagnose confidently with the addition of full-color images throughout. Find the the information you need quickly thanks to a new user-friendly format, including bullet points, summary tables, and take-home messages.

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Page Count

585

Publisher

Elsevier Health Sciences

Published Date

ISBN 10

1416025928

ISBN 13

9781416025924

Fetal Medicine E-Book

Basic Science and Clinical Practice

By: Pranav P Pandya,Ronald Wapner,Dick Oepkes,Neil Sebire

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Fetal Medicine E-Book

Basic Science and Clinical Practice

By: Pranav P Pandya,Ronald Wapner,Dick Oepkes,Neil Sebire

Covering pertinent basic science and offering today's most authoritative guidance on clinical management, Fetal Medicine, 3rd Edition, is a must-have resource for obstetricians and other healthcare professionals involved in care of the fetus. An international team of expert contributors delivers the knowledge and background you need to effectively diagnose and treat fetal disorders – everything from prenatal screening and diagnostic tests to common and rare prenatal conditions, early pregnancy loss, ethical issues, and much more. - Focuses on fetal medicine throughout, bringing you today's most reliable information in both basic science and clinical topics. - Offers updated information from cover to cover, including new coverage of genetics, embryology, and clinical management. - Features new self-assessment questions and new images throughout – for a total of nearly 1,000 photographs and line drawings, as well as more than 150 quick-reference tables. - Details fast-changing developments in fetal medicine, including advances in ultrasound imaging, cytogenetics, molecular biology, and biochemistry. - Helps you learn and retrieve complex information quickly thanks to succinct, highly structured text; key points at the beginning of each chapter; and concise chapter summaries. New editor team – 3 new editors with an international approach – they will select qualified authors who can discuss the basic science as well as the clinical aspects of perinatal problems Updated knowledge content – major areas of change are non-invasive prenatal testing (NIPT) and genetic testing – Ron Wapner is one of the leaders in these fields Expert Consult access – individual electronic access for the first time 4-color design – current design is b&w so will update with new colors and colorize the drawings.

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Page Count

796

Publisher

Elsevier Health Sciences

Published Date

ISBN 10

0702072877

ISBN 13

9780702072871

Book's by Neil Lilford

Operations and Management Principles for Contact Centres

Operations and Management Principles for Contact Centres

Too Ill to Talk?

Too Ill to Talk?

Failures in Health and Social Care

Failures in Health and Social Care

Volpe's Neurology of the Newborn E-Book

Volpe's Neurology of the Newborn E-Book

Pathology of the Placenta

Pathology of the Placenta

Fetal Medicine E-Book

Fetal Medicine E-Book

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