ABSTRACT
Meeting patient expectations enables patients to play a more active role in defining the outcomes that are important to them, deciding the treatment and support that is best for them, and managing their health and care actively. Effective clinics and hospitals need multiple tools and must have skilled personnel to use each one of them to match frames to new or old situations. They need to be capable of reframing and allocating responsibility to participate and let staff understand what the strategies and points of view are. A commitment to the patient is not only a contract based on the clinical scenario, but is also for building a relationship. A particularly crucial aspect of good patient service is ensuring patient satisfaction. The goal is to create success stories with positive patient outcomes including pleasant experiences in the clinic and the hospital.
