This has been a trend in "healthcare" over the past few years and I'm not sure it is the POSITIVE that was envisioned.
I believe that professional, compassionate care is an absolute right.
I am committed to patient self direction and determination. Healthcare should not be forced. Patients should be educated on their conditions and should, to the extend possible, direct their care.
Now, is the "patient as customer model" the best way to achieve this?
I think the "patient as customer model" has some serious flaws. When this model and the abuses are allowed to proliferate EVERYONE loses. (Including patients)
With this "model" has come a mentality of:
"The patient is always right". RIGHT.
"Service comes first".
I have found that frequent patients can really learn how to abuse the "system". I have been the "victim" of more verbal abuse from all these customers than I can care to count. I actually had one who told me "I'll just complain about you (in response to MD not ordering more narcs) and how mean and uncaring you are - and then you can just deal with that." I am not kidding.
I have also found that when patients are "always right" - the system frequently goes WRONG. It can markedly devalue the hospitals most precious resource. NURSES AND NURSING. In these facilities you spend more time kissing patient butt than wiping it. (Both are stinky and messy!)
I remain out of "nursing" in the traditional sense - and I am not sure I can ever go back and retain my soul. If I wanted to be a waitress, I'd head to Starbucks! If I wanted to try to work at Disney - I'd have applied for the Alice in Wonderland spot there - at least we all know what happened to Alice when she went down the rabbit hole!