Transforming patient feedback into strategic action plans.

Patients' perceptions provide valuable insight into areas for improvement and opportunities for strategic planning. Using both quantitative and qualitative research methods, the topics of what drives patient satisfaction, what delights patients, and what disappoints patients were examined. A case study approach was used to develop strategic recommendations for two market segments. For primary care patients, recommendations revolve around "provider caring" and "choice." For specialty patients, recommendations concentrate on "provider caring," "provider competence," and "office wait time."