Abstract Patients are our primary customers. It is therefore important to measure their health care expectations and strive to meet those expectations 100% of the time. When a patient’s expectations are not reasonable, it becomes imperative to educate so that, over time, reasonable expectations are achieved. Often, perceived medical outcomes are poorly defined and arise from experiences from family and friends. Therefore, an opportunity exists to set the expectation of medical care and subsequent outcomes through education. Patient satisfaction has shown to relate directly to how well the health care team has informed the patient and family of the disease process and its treatment and whether they were allowed to participate in treatment decisions. For quality improvement strategies, health care professionals strive constantly in improving and developing the standards of care. They meet the challenges required of health care providers to be effective leaders who foster a culture and develop partnerships that embrace innovation.

Quality delivery As consumer expectations rise, patient care becomes more complex, while resources shrink, leaving hospitals to find extraordinary means to define, organize, and staff quality assurance functions. Improving quality requires a unified hospital consensus about what quality means, who is responsible for it, and how to communicate those quality issues across the institution. Adaptation of a quality management method to organize performance improvement and eliminate poor quality is more effective than trying to “fix” the outcome after delivered. It requires a top management commitment to constant evaluation and innovation. Expectation setting for processes, monitoring performance against expectation, determining the cause and eliminating those deviations, and raising the bar for a higher level of expectation are