ABSTRACT
Introduction So far we have discussed the issues facing healthcare and the concept of change and its e›ect on healthcare. In addition, we had a cursory view of the logistical concerns about the teams. In this chapter, our focus is customer satisfaction. ˜e issue is very important because, as we have said several times, satisfaction is dependent on whom we recognize as the customer. In healthcare, that is a dynamic de§nition since many are considered to be customers.
