Carol Mathewson has a problem. Lots of them, in fact. As the new CEO of Kinsley Valley Health Service, she's taken the helm of an organization that ranks last in the state for both consumer and staff satisfaction. She loves a challenge-but having just six months to get those results out of the basement is more of a challenge than she bargained for. Her Executive Team is divided, many staff are resistant to change and there are players inside and outside of the organisation willing her to fail. In The Point of Care, Cathy Balding takes organisational improvement from the dry and technical topic it can be and embeds it in the story of a CEO trying to make a difference against the odds. It's fiction - but very much based in the real world. Creating consistently high-quality care for the consumers of health and human services is a constant challenge. This book is designed to help those charged with leading high quality care in their teams, services and organisations to deepen their own understanding of how it's done and how to bring their staff and colleagues along with them. The Point of Care integrates research and real-world experience from the fields of health and human services' quality improvement, clinical governance, change, leadership and management to present a simple yet comprehensive approach to evolving an organisation from ordinary to extraordinary. Balding weaves powerful tools, tips, and approaches for achieving consistently high-quality care throughout the tale, making it easy to absorb and apply the lessons in your own service.Anyone with an improvement, management, governance or leadership role in a health or human service organisation will relate to, enjoy, and learn from the Kinsley Valley Health Service's struggles and successes.