Quality target State to define surveys, quality letterbox and conversations that determine expectations of patients regarding the quality current match with target State and quality gaps target patient complaints: the practice team understands and uses complaints as opportunities and suggestions to improve quality. The team makes it to the patient so as easily as possible, complaints to communicate Qualitatsverbessernde implement which processes measures and actions need to be improved from patient point of view? Which quality objectives are we pursuing? What does this mean for our processes? “Acceptance by team meeting quality orientation” create KN literature letter, Karin: 30 minutes of quality management. GABAL Verlag 2012 letter, Karin; Evening glow, Jurgen: SMART-QM Cornelsen Verlag 2011 letter, Karin; “Letter, Michael and others: the nest be logbook”. Down by the ice blast for your business success. BR publishing 2008 letter, Karin; Letter, Michael: The practice Manager. A Business novel about professional practice management in turbulent times. Thieme Verlag 2006 letter, Michael; Dispute, Volker (hrsg.): Marketing for medical practices. Springer Verlag 2005 CN Vita Michael letter is smart Executive and management coach, specialist on the topics of leadership and Commitmenttraining, as well as Managing Director of letter Consulting GmbH in Neuss, Germany. The letter Consulting GmbH conducts seminars for managers, executives and sales staff. Karin letter is certified quality management representative (education TuV Sud) and supervisor. The Managing Director of the company 5medical management GmbH (Neuss) provides small and medium-sized enterprises certified quality management in health care. Quality Manager completed their work at the point of sales”: after it has created detailed business analyses, she trains executives and employees on site in the workplace on the basis of the analysis results and accompanied the team in the immediate implementation of the Quality management.