From Satisfaction to Wellbeing: Rethinking Public Healthcare Quality Through Doctor-Patient Work Alliances

This article examines the relationship between citizen satisfaction and wellbeing among at-risk cancer patients. Through interviews, the research identifies two distinct dynamics: service satisfaction tied to doctor-patient relationships and wellbeing linked to the formation of work alliances. While patients expressed high satisfaction with hospital doctors due to personal, continuous engagement, this did not consistently translate into improved wellbeing. The find-ings reveal that satisfaction metrics can mislead policymakers if interpreted as indicators of service quality. Instead, assessing wellbeing and doctor-patient work alliances offers deeper insights into the impact of public services, which may advance public service quality in healthcare and beyond.