This comes from the fact that:

  
    
      
        
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Patients are particularly good at identifying soft problems, such as attitudes, communication, and caring neglect, that are difficult to capture with institutional monitoring.One important way in which patients can be placed at the centre of healthcare is for health services to be more open about patient complaints. Each year many hundreds of thousands of patients complain about the care they have received, and these complaints contain valuable information for any health services which want to learn about and improve patient experience. See also
References
External links

Jadad AR, Rizo CA, Enkin MW (June 2003). "I am a good patient, believe it or not". BMJ. 326 (7402): 1293–5. doi:10.1136/bmj.326.7402.1293. PMC 1126181. PMID 12805157.a peer-reviewed article published in the British Medical Journals (BMJ) first issue dedicated to patients in its 160-year history
Sokol DK (21 February 2004). "How (not) to be a good patient". BMJ. 328 (7437): 471. doi:10.1136/bmj.328.7437.471. PMC 344286.review article with views on the meaning of the words "good doctor" vs. "good patient"
"Time Magazines Dr. Scott Haig Proves that Patients Need to Be Googlers!" – Mary Shomons response to the Time Magazine article "When the Patient is a Googler"