I had this happen with nursing school. they used a picture of me that was taken at clinical for some of their promotional material. Come to find out one of the things you sign at the beginning of the year is a disclosure saying they can use these any way they want to for their use. Oh well, guess I learned to read the fine print after that.
Lets be honest, the sick, non emergent people are what keep the doors open and give those every important numbers that keep us staffed every day. Yeah all sick people would be a lot more fun but its not the reality of what goes on.
The focus on the patient being a customer because "they chose our hospital". I hate doing orders "because the patient asked for it" Is it medically prudent at all to do that? Generally not, but we have to keep them happy and coming back for more.