Patient as Customer model of healthcare - page 7

Our hospital has in the last couple of years initiated a number of changes. One of them is that in much of our correspondence from upper management the patients are refered to as 'customers'. ... Read More

  1. by   talaxandra
    I can't agree enough with the poster who said all this surveillance boils down to admin distrusting nurses (despite our record public trustworthiness rating).

    I'm all for patients being actively involved in their care, making decisions, weighing pros and cons - I strongly believe that this is not only the only ethically appropriate way, but also results in the best outcomes for the patients.

    I accept that health is not the highest or most absolute priority for many people, and that our belief (often) that it is comes out of our involvement in environments where that's the only presented paradigm. For real people, living with chronic illnesses, enjoying a traditional Christmas lunch with their family may be more important than sticking to food and fluid restrictions, for example.

    However, not all patients know what's best for them all the time. Not all patients have enough information, or are able to process information given to them, or are sufficiently capable of weighing pros and cons, long- and short-term consequences, well enough to be able to make these decisions.

    Some patients don't care about their fluid restrictions, for example. It doesn't matter how many times you remind them, educate them about how much fluid is in each kind of container, demonstrate a running total, explain why it's important, have them keep the fluid balance themselves, hire an aide to follow them around all day reminding them about the restriction (until the aide's threatened with violence and the doctors agree that maybe it's not that the patient can't remember about the fluid restriction), and it makes no difference how many times the excess intake leads to pulmonary oedema and middle-of-the-night MET calls and BiPAP and a nursing special and genuine fear of death, because tomorrow he's just going to exceed his restriction before morning tea.

    Okay - rant over. My point? He's not a customer. He doesn't know best. The people looking after him are not their to meet the needs he thinks need to be met, they're their to improve his physical (and, as much as was possible in this case, which was not much) well-being and get him well enough to get the hell out out of our hospital.

    He's a patient. And all the re-labelling in the world won't change that.
  2. by   VivaLasViejas
    I have one word for the "patient as customer" model: PHHHHHLLLBBBBBFFFFFFTTTTTTTTTT!!!:angthts::flmngmd::spbox:
  3. by   clee1
    Totally unmitigated bullsqueeze... brought to you by the "you want fries with that" school of management.