Doing the Right Things Right or the Wrong Things Well

The measurement and evaluation of healthcare services’ quality is faced with the challenge of describing its appropriateness. Is the right service rendered for the specific disease? Or do our measures quantify the efficiency of producing these services without first assessing if they were needed? Eventually, it is a question of accountability about the processes and outcomes of the care, which are expected to both demonstrate the social responsibilities of health care professionals and gauge the expectations of patients, families, and communities. The purpose of this chapter is to explore the determinants of what and why patients expect from healthcare and caring. Within the concept of accountability, the role of physicians as educators rather than exclusively healers of disease is explored.