The EFQM ExcellenceModel for Health CareOrganisations -- Reading and assessment instructions -- Contents -- Introduction -- Many thanks -- Purpose of the book -- What does self-assessment mean for an organisation? -- What can you gain? -- Fundamental Concepts of Excellence - 2013 -- Assessment instructions -- You can learn from those who have better or just different ways of working -- Model Criteria and Sub-criteria -- 1.Leadership -- 2.Strategy -- 3.People -- 4.Partnerships and Resources -- 5.Processes, products and services -- 6.Patient, Citizen andOther Customer Results -- 7.P eople Results -- 8.Society Results -- 9.Key Results -- EFQM Scoring Summary Sheet -- About the Authors -- Development training -- Improvement Guides.