title: [Perceived quality: illusion or perception].
abstract: Patients as human beings determined by their structure cannot, while having an experience, distinguish between an illusion and reality, therefore they experience the different domains of existence and the different domains of reality. For them, the perception of service quality is experienced as a personal domain of reality, and this reality is a personal construction, generating as many realities as patients perceiving their experience with elements of their experience, whose distinctions that validate it are not necessarily shared or agreed. Health management must abandon the idea in that it is possible to build an objective quality service, to be able to make progress in building effective communication strategies and common consensus criteria for a quality service of distinction, in order to achieve effective satisfaction and patient loyalty.
authors.affiliation: Hospital Clínico Mutual de Seguridad C.Ch.C., Universidad Adolfo Ibáñez, Santiago, Chile. ccarcamo@mutual.cl
authors.forename: C R
authors.initials: CR
authors.lastname: Cárcamo
mesh_terms: D006801:Humans; D007088:Illusions; D007206:Individuality; D019359:Knowledge; D017060:Patient Satisfaction; D018802:Patient-Centered Care; D010361:Patients / Q000523:psychology*; D010465:Perception; D058996:Quality Improvement; D011787:Quality of Health Care; D011936:Reality Testing; D017749:Total Quality Management