In healthcare, dissatisfaction most often arises not from poor care, but from a mismatch between expectations and the outcome actually achieved.
Medical treatments aim to improve symptoms, function, or quality of life — not to guarantee perfection. However, patients may carry expectations influenced by online stories, AI summaries, or comparisons with other people whose circumstances differ. When outcomes fall short of these expectations, even a clinically good result can feel disappointing.
Research has shown that patient satisfaction is strongly influenced by expectations formed before treatment, not just by the objective outcome itself¹. When expectations are unrealistic or poorly defined, dissatisfaction becomes more likely — regardless of the quality of care delivered.
This is why pre-treatment discussions are critical. Honest conversations about what improvement is likely, what limitations may remain, and how recovery may unfold help align expectations with reality.
When expectations are clear and realistic, satisfaction is more likely — even if results are not perfect. When expectations are vague or inflated, disappointment may follow despite appropriate and skilled care².
Understanding expectation mismatch protects patients from avoidable frustration and supports more informed decision-making.
References
- Bowling A, Rowe G, Lambert N, et al. Quality of life and satisfaction following cataract surgery: a longitudinal study. British Journal of Ophthalmology. 2005;89(8):921–927.
- Street RL, Makoul G, Arora NK, Epstein RM. How does communication heal? Pathways linking clinician–patient communication
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- The Difference Between Risk, Complication, and Error
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- Why Most Medical Dissatisfaction Comes from Expectation Mismatch
- Dissatisfaction Is Not the Same as a Poor Outcome
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