Abstract
Patients realize how care was provided, but it is difficult for them to know when expectations were reasonable or when unwanted outcomes were caused by inadequate care or special circumstances. Research in the field shows that satisfaction is related to the perception of technical skills, intelligence and qualification of medical staff, but, in general, the perception of interpersonal communication skills of medical staff is more important. A number of studies have shown that patients tend to be more satisfied with the care provided if the behaviour of the service provider (doctor, nurse, etc.) “conforms” their expectations. Communication skills, empathy, the care offered, attention to personal issues influences how a patient will evaluate the care received.(1,2,3)