A well run service knows where it is going and what could derail it. It documents goals for improving its services, such as response times, practice reporting or clinician retention, and periodically checks progress. It keeps a register of business risks covering finances, workforce, vehicles and premises, equipment, information systems and reputation, with owners and controls, and reviews it. It has a process for receiving, acknowledging, investigating and resolving complaints, tells patients and the practices it serves how to complain, and uses complaints to improve.
The graph holds this control, the 0 it maps to, and the evidence behind each claim, over MCP and REST.