Patient satisfaction—what people think of us

Abstract

While there are some ways of behaving that we may assume acceptable to most people, any attempt to establish and maintain good relations with our patients and clients must grapple with the knotty problem of what people actually want. In a world where our services must of necessity be rationed, we have to try to find out what kinds of services people would like before we can go on to refine, and make more acceptable, the way that those services are made available.