Improving healthcare practice behaviors: an exploratory study identifying effective and ineffective behaviors in healthcare.

Purpose: The purpose of this paper is to present the results of exploratory research designed to develop an awareness of healthcare behaviors, with a view toward improving the customer satisfaction with healthcare services. It examines the relationship between healthcare providers and their consumers/patients/clients.

Design/methodology/approach: The study uses a critical incident methodology, with both effective and ineffective behavioral specimens examined across different provider groups.