Quality design is the systematic creation of new services or processes or the redesign of existing ones. It incorporates features that meet the needs of internal and external clients while taking into account the resources available. In healthcare, external clients include the individuals who use specific services, their caretakers, and their families, but may also include members of the larger community. Internal clients could include healthcare providers, community-based workers, support staff, supervisors, or managers. Quality design is undertaken by a team that can include both internal and external clients of the service to be designed. The Quality Assurance Project has developed a quality design methodology that teams can use to select a process and then: Identify all clients and their needs; Clearly set objectives for the design; Create a design that addresses those needs; Implement and monitor the new design. This case study describes how quality design principles were used to design the Salt Family Health Model Center, the first such center developed in Jordan. (excerpt)