ABSTRACT
Quality management (QM) in the health-care industry has not become a household term, although recent laws in some countries (for example, Germany) are changing this. The primary concern of any healthcare system is, and will continue to be, medical performance. However, if we regard health-care systems as “service corporations” dealing with patients, referring doctors, and employees, in addition to medical performance, then other qualities will have to be taken into consideration. More and more hospitals as well as independent medical practices will have to document the quality of their services to their customers and cost-bearers. Firm procedures for documentation of results will be needed. Furthermore, medical institutions will have to answer the question of whether or not they provide their services in a cost-effective way.
