The elderly have, in their natural environment, a device where they can easily access a wide range of scalable services that meet their needs and expectations (medical services, maintenance services, leisure services, cultural services, experience record services, and call center).
The modern view of quality of care looks to the degree to which health services meet patients' needs and expectations [ 1], both as to technical and interpersonal care [ 2].
Quality is achieved when the service meets customer's needs and expectations [ 4].
The primary objective of service providers and marketers is identical, which is to develop and provide services that satisfy customer needs and expectations.
This relates to the optimization of the service production process and to making sure that staff are encouraged to provide effective, efficient, high-quality services that meet the needs and expectations of citizens.
Accessible care requires the provision of affordable, available and acceptable services, responsive to patients' needs and expectations [ 2, 3].
The implementation of quality management systems enables health care organizations to define and manage processes that ensure delivery of services that meet customer needs and expectations.
Quality of care seemed to be dependent on whether the nursing home could adapt and form uniqueness in the organization that closed the gap between the services offered and the needs and expectations of the residents.
Organizing health services around people's needs and expectations was strongly emphasized in the World Health Report of 2008 as one of the major four PHC reforms termed "services delivery reforms"[ 11].
In addition, a deeper understanding of the psychosocial effects TSC has on families is needed in order to be able to develop services that meet their needs and expectations.
