[Basic principles of quality management in public health service]

Philosophy, objectives and tools of Total Quality Management are applicable in Public Health services as in every other business. However, they need special adaptation. In Public Health offices requirements of an effective Total Quality Management are the commitment of the top management, an appropriate structure of the quality management system, customer orientation and quality awareness of the personnel, quality indicators and the existence of procedures for problem recognition, good command of the tools of quality management, and the knowledge of the effectiveness of implemented traditional quality assurance measures. Certification procedures following the European Quality Award seem to be appropriate for a global evaluation of quality and quality management of a Public Health office.