This document discusses factors that influence patient behavior and expectations, and strategies for providing quality patient care and satisfaction. Key points include:
1) A patient's past experiences, perceptions, and the information they receive can impact their behavior and expectations of care.
2) Patients expect welcoming service, caring staff, good information and guidance, understanding of problems, and clear explanations.
3) Providing respect, kindness, caring support, and addressing all doubts and concerns can help satisfy patients, especially those who are poor or from far away.
4) Explaining procedures, treatments, and tests helps make patients feel comfortable and satisfied with their care.
