Part 1. Scene Setting. 1. Is Health Care a Business? An Analysis of Health Care, and its Consideration as a Business. John L. Deffenbaugh . 2. Managing the Design of Health Care Services.

Moira Fischbacher and Arthur Francis . Part 2. Quality in Health Care. 3. Towards Critical Quality. Mike Walsh . 4. Whose Quality? Different Interest Groups' Perspectives on Health Care Quality.

Juan I. Baeza and Michael Calnan . 5. The Quantification of Patient Satisfaction. Mike Hart . 6. Managing Clinical Audit: Diagnosing the Problems and Designing Solutions. Gail Johnston, Huw T.

O. Davies, Iain K. Crombie, Elizabeth M. Alder and Andrew R. Millard . 7. Improving Child Dental Health in Scotland: An Audit in Primary Care. Chris Southwick, Dafydd Evans and Huw T.

O. Davies . 8. Human Resource Management Audits: Contributions to Quality. Sandra Nutley . Part 3. Using Performance Indicators. 9.

What Are We Counting with Hospital Episode Statistics (HES)? Richard Wilson . 10. Clinical Outcomes Indicators in Scotland: Lessons and Prospects. Steve Kendrick, David Cline and Alan Finlayson . 11. What do Managers and Physicians Prefer as Indicators of Clinical Outcome? Régis Blais, Danielle Larouche, Pierre Boyle, Raynald Pineault and Serge Dubé. 12. Performance Indicators: A Patient-Centred Approach.

Anne Ludbrook and Colin Gordon. 13. Is Indicator Use for Quality Improvement and Performance Measurement Compatible? Joanne Lally and Richard Thomson . 14. Published Health Outcomes: Guiding Lights or Wreckers' Lanterns? Huw T.O. Davies, Iain K. Crombie and Russell Mannion .