ABSTRACT
This chapter focuses on clinical services and operating systems that must be enhanced to meet consumers' needs and desires. Changes should be based upon what it will take to define and to meet expectations in clinical and other services. The chapter aims to change the focus of practices in health care toward the consumer. The chapter is intended to equip physicians and other decision makers in health care with the necessary tools to meet the growing demand for consumer satisfaction in medical practices. It designs clinical and operating services and systems to address consumers' needs. It also aligns the resources of your system to attain high-quality service, good price, and satisfaction for the consumer. Physicians need to take the lead in being committed to consumer-oriented medical care, for it offers the greatest potential for attaining consumer satisfaction. Providers of health care must therefore emphasize individualized, patient-oriented service to keep their current patients, and to enjoy success in recruiting new ones.
