Bernie Dana, former chair of AHCA’s Quality Improvement Subcommittee, draws on his years with Vetter Health Services as well as his academic training and research for this practical guide to creating a quality management system in your facility. He begins with the crucial role of leadership, discusses customer service and staffing, and concludes with how to set up a process to continuously improve quality, not just solve isolated problems. This is a companion book to Continuous Quality Improvement: Using the Regulatory Framework.