What physicians should know about consumer satisfaction

Physicians must recognize the contemporary role consumers play in the delivery process. Although it is common knowledge that without consumers there would be little need for the elaborate health systems in existence today, few physicians actively plan for, implement and systematically evaluate services delivered. The rising cost of malpractice insurance in this age of spiraling materials and equipment expense, is forcing more physicians to consider better ways of serving and keeping their patients. This article describes one approach, consumer satisfaction.