Allan bad begun bis career with a large manufacturer of electronics equipment, where talking with customers bad been his passion. He had brought that passion to Quality Care. During his tenure, the HMO had instituted regular customer satisfaction surveys. Patients were asked bow they felt about the service they received: Were they waiting too long to see a doctor? Were they satisfied with the location and upkeep of the facilities? Did they want more information on health clubs or wellness programs? One survey had revealed the need for increased communication with pregnant members. Now expectant mothers received regular newsletters geared to provide timely advice and support during their pregnancies. Tbe company had also provideda dedicated toll-free number so that