I am all for a certain level of customer service. For starters, people most likely will not sue someone that they like. Secondly, it makes my job easier. To go above my patient's expectations is something that actually alters their perception of the actual care they receive. Unfair as this may be, most people equate "nice nurse" means "good nurse". They don't care that you are 30 minutes late with their meds, fail to advocate for them, or choose to play on facebook while they sit on the bedpan for an extra 10 minutes. They just want you to be sweet. For the most part, I love that my facility is known in my region as the place where you are treated the best. Yes, we also give great medical and nursing care.
Now are all of our nurses Susie Sunshine?? Absolutely not. But there are standards of conduct and we are all held to those standards. And yes, the entitled, demanding patients are a pain in the keester. However, they will always be that way whether you have a "customer service" component to your care or not.
For myself, I could have the most hateful nurse and doctor and not care one whit. As long as they know what they are doing and follow the standards of care, that is all I really want.
Just my perspective. Sorry to hijack this thread, carry on. :)