The first quality management handbook developed specifically for the h ome health care industry, this book provides a comprehensive program w ith step-by-step guidelines, ready-to-use models, charts, sample forms, questionnaires, surveys, letters, and reports everything needed to d esign, implement, and maintain an effective program. It includes vital information regarding OSHA and Joint Commission requirements and inte rnational standards, as well as auditing and statistical data collecti on and evaluation techniques. This book provides the framework for tra nsforming a home care company into a customer driven organization. Too ls and techniques are provided to establish unparalleled service excel lence throughout the delivery of care and subsequent business transact ions.