The present study investigates how it can be assessed and checked at any time the quality of the health services provided. With the utilization, KPIs identified in the literature and frameworks that operate worldwide, it is tried to create a multidimensional but easy-to-use evaluation and control framework. Its approach is mainly patient centered, but it is not overlooked the need for the sustainability of health service structures, as well as the importance of giving to policy makers the

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... t feedback in order to take the proper decisions. As far as the methodology applied is concerned, this is a bibliographical search in international scientific databases, with emphasis on scientific journals dealing with issues of health service provision and quality in health. In addition, relevant writings and material from the internet are also used, mainly from websites of bodies dealing with such issues. We are going to create a multidimensional framework, consisted of a combination of 151 KPIs, which we can control by 6 division, per each subcategory of each model. Thus, every Customer/Patient, or Health Service Structure Manager, or the one who makes political decisions about the functioning of the health system, has a plethora of options, in tool form, and depending on where he wants to focus on, can make the appropriate decisions. The creation of this useful tool is the purpose of this study. v AKNOLEDGEMENTS I extend my deepest gratitude and appreciation to my advisor, Assoc. Professor Bersimis Sotiris, for his precious guidance and advice. His valuable insights, knowledge and encouragement have been a strong motivating force. I thank my committee, Professor Georgakellos Dimitrios, for the whole precious experience of the program of E-MBA, and Professor Sfakianakis Michael who accepted to be examiner of this thesis. Special thanks to my colleagues Antonis Chalkiadakis, Grigorios Dimokrassas and Thanasis Papadimitriou for all the works and presentations we carried through always with the best outcome and for their profitable and selfless cooperation. Last but not least my thanks go to my family for their unlimited support and understanding, through the whole period of this postgraduate program.