The future of health care will depend on the ability of providers to produce health services that satisfy the needs of all customers at prices they can afford. This implies both innovation and improvement of quality. Quality has to start with the provider. The patients do not know what they want, although they are fast learners and can judge what they have received. Patient feedback is important, but it is only a small part of the many facets of transformation needed in health care. Improvement involves prediction and prediction depends on theory. This article describes some theories for improvement based on a patient's hospital experience.
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