Patient view and quality assurance in outpatient nursing care

In the 1990s, the debate surrounding the issue of quality in outpatient nur sing care was given a remarkable boost. Also the conviction steadily grew t hat quality assurance should be more adjusted to values and expectations of people in need of nursing care, the addressees of such services. But a critical analysis is required to determine to what extent the role of "customer" or "consumer", a role often ascribed to them in this context, c arl actually be reconciled with their possibilities, expectations and inter ests. Based on the results of empirical studies, the following article show s that the patient's view, his expectations and evaluations largely depend on some specific consequences of being in need of care and using outpatient nursing care. The article goes into the divergent perspectives that, on th e one hand, are characteristic of patients and, on the other, of the nursin g staff and other bodies concerned with quality of care.