If Disney Ran Your Hospital" (by Fred Lee): Perception is more important reality: " Patient perceptions of care are more important than the actual care they received.
A few years ago, while Andre Agassi was still in the peak of his career, Canon advertised their new 'rebel' camera with Andre, and the tagline: 'Image is everything.'This is true for healthcare too ! "
Patients assume their doctors are technically competent - and that all doctors are equally competent ( though this is not true !) All they can judge you by is your "bedside manner" - which is why creating the right perceptions is so important !