The Crisis of Authority – Workforce Tensions

About the Book

The public service in South Africa faces an enormous challenge in improving service delivery not only to meet the citizens’ expectations but to ensure quality life for the nation. The urgent need exists to establish what went wrong and how can the situation be turned around. The book established the root causes and the link between two key challenges identified by the government; management weaknesses and the absence of a strong performance culture. It offers critical approaches to cleanse and humanise the workplace, restore sanity, level-headedness. Reflection, Introspection, Self-Interrogation and Self - therapy are key in this whole equation.

About the Author

She is a Quality Assurance Specialist and employed by the National Department of Health and holds Bachelor of Arts in Nursing Science, Honours Bachelor of Arts in Nursing Science and Master of Arts in Nursing Science : University of South Africa. Her Dissertation focused on Quality Improvement Initiatives in Primary Health Care Settings in South Africa, 2002. Her international experience includes a Learning Programme at the Kings Fund College: London, UK on Norms and Standards, Accreditation System for health service delivery, Satisfaction Surveys, Complaints handling for health Users, Health Service Ombudsman, Call Centres, Public participation and Patients Rights’ Charter.