Introduction. Quality is becoming one of the most important concepts in the contemporary world, including health care. Model creation of quality in health care is a dynamic model. Health care facility must constantly improve the system and adapt it to the needs and expectations of patients. For health care facility to properly manage the quality, it is necessary to introduce quality management system based on a system of continuous improvement. Aim. This study aims to show how to improve the quality, in an area as more seriously as health care, in which the priority is the health and human life, influences the level of satisfaction and customer satisfaction.

Key words: quality, health care facility, ISO standards.