1. Quality of care from patients viewpoint @JP 2009

2. Patients satisfaction with the quality of care is based on: @JP 2009 Subjective observations/feelings: Patient-doctor relationship is built on trust. /A morose and cranky top notch specialist leaves patient unsure if the doctor cares enough to provide good care./ We are trying to achieve “partnerships in treatment” between doctors and patients. It is always an unequal partnership, but one which requires dialogue and exchange of information depending on the patient’s comprehension and interest. An informed patient can better cooperate and comply. Patients react to information depending on the age group, education and socioeconomic conditions. Younger patients expect more information and are more inclined to assume the role of clients, while the present generation of seniors is more passive, leaving the responsibility for their health and wellbeing to doctors. /providers, society, government/

3. Emotional condition/severity of diagnosis: Experienced chronically ill patients are already informed about the diagnosis, thus more attuned to the professionalism of providers. Patients belonging to patients’ organizations are usually well informed and better prepared to cooperate with their doctors and comply with treatment instructions. Chronic patients are more inclined to judge quality of care in reputation of staff, use of modern medicine, expediency, technical equipment, experiences of fellow patients. They have more realistic expectations than “first timers” who are trying to deal with the pain or discomfort of disease and anxiety about the treatment and outcome. Their complaints are usually about inadequate information or patronizing attitude of the staff. @JP 2009

4. Behavior of the medical staff: Attributes forming patients’ opinion on quality of provided care: Sympathy Empathy Understanding Good communications skills Pleasant and calming attitude @JP 2009

5. Comfort: Absence of pain /painkillers supply/ Number of patients in one room /ability to rest/ Access to the bathroom Access to ambulatory treatments, Food with at least a semblance of taste /no one goes to hospital for culinary experiences/ Visitors at their convenience as long as it doesn’t interfere with their or other patients treatment Objections: Absence of explanation of hospital rules when they don’t make sense to patients. @JP 2009