This means: the orthodontist defines what characteristics distinguish a high-quality patient contact. He can between the different phases of a patient talk about appointment on the telephone, greeting, confidence building, conversation with the orthodontist, treatment and therapy, different adoption and individual quality criteria set. These should be as far as possible measurable and verifiable. Because only so an accurate assessment about can be done, what kind of quality for example the appointments currently have, so carried out an assessment of the actual. Some contend that PCRM shows great expertise in this. This safe analysis based on the orthodontist matches the quality criteria with the previously defined target condition. One important question is: How can the qualitative state of is possible without a doubt determine? One option is to make the quality test in the practice itself, for example by an external quality management consultant who analyzes the actual state of quality and improvement proposals. These consultants can look at ease neutral practice processes and in particular on the competences of the employees. A decisive factor in determining the quality standards should have the perception of the patient complaints as a source for quality improvements. Certainly:, The orthodontist will have its own, very specific ideas, what he would like to offer the patient. But what wishes the patient? Usually the criticisms or the patient complaints give specific reason for improving the quality. This requires a climate in the practice, in which the team doesn’t understand criticism and complaints as attacks, but as opportunities to improve. Orthodontist and staff must work out the appropriate attitude towards it: Hooray, a complaint, thank you. that you help us to be better!” The employee first dispel the complaint a complaint and then asks: thanks for taking the hardship on themselves, to submit your complaint to us. We gladly take it as a suggestion to improve our quality. There more vulnerabilities with us in your opinion?” This offensive and active way, the complaint management become innovative quality management.