Patients opinions and views are increasingly being identified as major indicators of how well health services and health systems are performing, as well as providing guidance for further service improvement. The service users view is particularly relevant when trying to make health services more responsive to patients expectations. The lack of a solid conceptual basis and consistent measurement instrument for patient satisfaction has led, over the last decade, to a proliferation of surveys that focus primarily on patient experience, i.e. aspects of the care experience such as waiting times,...