ABSTRACT
This chapter briefly explains the four factors required to maintain quality of health care. It analyses how quality assessment and performance improvement (QAPI) programs affect quality improvement. Quality of care involves methods such as quality assurance and quality control, which use continued monitoring of care to provide quality improvement. Collectively, these various methods combine to provide customer satisfaction, which results in high levels of excellent customer service. Quality can be evaluated in both "micro" and "macro" approaches. Micro quality concerns the point at which health care services are delivered, the effects of these services, and the performance of individuals and organizations. Macro quality is concerned with populations, and the performance of the entire health care system. Quality improvement organizations are run by physicians and other health care professionals, and focus on Medicaid and Medicare. Patient satisfaction is an essential component of quality of care. Constructive criticism is optimistic in nature.
