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Andrew M. Thomas, MD

JAMA. 1998;280:2127.

	Since this article does not have an abstract, we have provided the first 150 words of the full text and any section headings.

In business schools and corporate boardrooms across America, the terms customer satisfaction and demand management have become an integral part of the lexicon. Twenty years ago, most corporations were not focused on such external factors and for the most part did not design products or deliver services with much significant research into, or interest in, what consumers actually wanted. An analogous argument could have been made about the medical profession; care was often delivered from the physician's perspective without a great deal of input from patients or their families.

However, a number of factors have made physicians more interested in measuring and responding to patient's desires. One key factor is that physicians and other health professionals are now examining patient satisfaction as part of a renewed focus on quality and value in health care delivery. Managed care organizations (MCOs) became popular because employers needed to curb . . . [Full Text of this Article]

Resident Trustee
American Medical Association
Leadership Council Fellow
Ohio State University Medical Center
Columbus

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