CONTENTS 1. Introduction ... 1 2. Clinical governance : principles into practice ... 19 3. Core values in medicine ... 37 4. Clinical effectiveness and evidence-based practice ... 55 5. Lifelong learning ... 73 6. Monitoring quality of care : reducing errors and improving standards ... 89 7. Clinical guidelines and changing clinical practice ... 113 8. Communication, documentation and complaints ... 133 9. Health outcomes and monitoring performance ... 149 10. Team work ... 161 11. Working in a managed health service ... 181 Appendix ... 197 Glossary ... 207 Index ... 211