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Volunteers in hospice and palliative careA resource for voluntary service managers$
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Rosalind Scott and Steven Howlett

Print publication date: 2009

Print ISBN-13: 9780199545827

Published to Oxford Scholarship Online: November 2011

DOI: 10.1093/acprof:oso/9780199545827.001.0001

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Considering quality and measuring impact

Considering quality and measuring impact

(p.33) Chapter 4 Considering quality and measuring impact
Volunteers in hospice and palliative care

Steven Howlett (Contributor Webpage)

Oxford University Press

This chapter discusses volunteers and volunteer management, while considering quality as well. Quality in this context will mean achieving some sort of standard of volunteer involvement through having some indicators or measures that are clear and explicit enough for organizations to be able to compare performance against and to work towards implementing. There is a body of work that does suggest that quality is something VSMs ignore at their peril, even if it does not draw clear cut cause and effect lines between quality of experience and retention. As such, the discussion in this chapter highlights the key role for the VSM in terms of being the focal point to manage volunteers and enhance quality.

Keywords:   volunteers, volunteer management, quality, standard, indicators, performance

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