Quality in healthcare means providing the care the patient needs when the patient needs it, in an affordable, safe, effective manner. In order to deliver quality in medical services, there are more things that happen in the back end of healthcare – a system of check and balance – that patients and their family members are not privy to but receive the benefits of. IJN’s Director of Quality Dr Farina Mohd Salleh gives us an insight into how quality standards in healthcare are regulated, reviewed and refined.