THE mental hospital, like the school, is an institution with a double clientele.Patients are the direct and immediate consumers, but the patient's family and the community are also involved and influence the patient's view of himself and what is expected of the hospital. Traditionally, mental hospitals have focused upon the direct consumer and been organized for his care, custody, and treatment. Being thus oriented inwards, the hospital tends to develop a special subculture' and to see many of its problems as emanating from and revolving about the patient. The indirect consumers then assume less importance. At times a disjunction of family and patient has been promoted. Currently the trend is to bring about a closer, co-operative relationship between family and hospital. The assumption is that this may be brought about simply because the mental hospital organization considers it to be desirable. This assumption is, we think, a product of the hospital's inward orientation, and is not in accord with the realities of the complex process of practices that occurs when one family member is transferred to the care of a bureaucratic organization.In general (at least in the state hospital setting where these observations were made) the relationship of the hospital and families is marked by distance, dissatisfaction, and mutual misunderstanding. Families tend to perceive the hospital as a difficult organization to deal with, one which frustrates families' rights, requests, and needs. Individual personnel may be respected on the basis of personal characteristics but many are seen as incompetent or malevolent. For hospital personnel, the problems that families present are felt to be reflections of more or less static attributes of the families, intimately related to their having produced a mentally-ill member. It is not uncommon to hear statements about the peculiarities of families, and jokes about the wrong family member being in the hospital. This paper springs from doubts that patterns as pervasive and enduring as these can be completely explained in terms of personal, psychological flaws of either party involved. Our point of view is that the family and the hospital are differently-organized systems with unique internal processes. The hospitalization of an individual gives them a member in common and initiates a relationship between them. This paper attempts to describe the conceptions each has of how the relationship should be structured and the incompatibility of these conceptions. As each works through its tasks in its characteristic ways different problems become salient for each party to the relationship. This paper is devoted to an examination of the relationship as a process occurring through time. We shall attempt to delineate the outcomes which occur and account for them in terms of at NORTH DAKOTA STATE UNIV LIB on May 28, 2015 isp.sagepub.com Downloaded from