Key words: Quality of care, Client satisfaction, Health systems
Assessment of client satisfaction is increasingly popular among health managers. However,
it is a matter that must be handled with care. The patient’s perception is easily distorted by
inappropriate information and cannot easily discriminate real from apparent quality of
care, particularly when sophisticated technologies are involved. More, patients are not
keen to consider the public interest. The private sector may well build its fortune on client
satisfaction, but this does not automatically mean that better quality of care will be delivered.
The public health system should not be a competitor on this ground. Paediatricians
should face the current rhetoric about quality by developing professional competence, communication
skills and information to the patients.