Introduction

Quality Improvement (QI) has its greatest impact when it is at the heart of an organisation’s activity. QI has a long history in health and social care. A quality service also pays close attention to areas which may be invisible to users, such as medicines management or workforce development. The three constants in the definitions of quality were effectiveness, safety and person-centred care. Several national surveys provide information on experience of services. The national Primary Care Survey found that 87% of people were positive about primary care. People particularly valued time spent with doctors and nurses, and rated many aspects of care from nurses and doctors in primary care very highly. No matter the level of income, it makes sense for any health and social care system to make the best possible use of its available resources by focusing on value, and by decreasing waste.