title: Toward a world-class culture in primary care: listening to the voice of the customer.
abstract: This article on creating a world-class culture in primary care stresses the importance of customers. The concept of patients as external customers is addressed; the emphasis, however, is on healthcare professionals' responsibilities toward one another as internal customers.
authors.affiliation: Methodist Hospital of Indiana, Inc., USA.
authors.forename: D S
authors.initials: DS
authors.lastname: Benson
mesh_terms: D019058:Community Networks / Q000458:organization & administration / Q000592:standards; D003258:Consumer Behavior; D004496:Education, Continuing; D017598:Efficiency, Organizational; D006801:Humans; D007196:Indiana; D007400:Interprofessional Relations; D011320:Primary Health Care / Q000458:organization & administration / Q000592:standards*; D011787:Quality of Health Care; D017749:Total Quality Management