When did patients become "clients"?

[woahmelly]

Allnurses, when was the first time you heard someone referred to as a client instead of a patient.

So, I'm starting an ASN program in August but I am taking pharmacology right now. I've noticed that instead of referring to people as patients most of the recently published books refer to them as clients.

To me, a client is someone with whom you have a business relationship and it implies that there is a significant customer service aspect to that relationship. It's a phrase I thought I would leave behind after leaving retail.

[woahmelly]

Sounds rediculous to change patient to client but in LTC the term of "resident" is much more common than "patient."

I understand that. My friend works in LTC and always refers to "residents". I guess I'm just curious as to when the business/managerially directed term of client came into common nursing school usage.

[caliotter3]

This was used when I went to nursing school about 20 years ago. Difficult to get used to it then, and have never really become used to it.

[woahmelly]

HA!

There is a HUGE push to revamp hospitals to increase "customer" traffic. Better patient care equals better customer service and visa versa.

When you visualize your patient as your customer it changes the way you treat them, for the better.

But does it really? Maybe it's my cynical retail mind but to me a client is someone who is only there to make you money. In calling someone a patient, to me, it implies that there is a medicinal/ethical need to help them and care for them - not simply treat them as a means to an end.

**admittedly, I'm sure my tune might change after working in the "real world".

[caliotter3]

My understanding of this is that the direction of health care these days is to involve people in their health care. It is moving away from us, the HCP's, having all the power and dictating what will be done to heal them. The word "patient" means "those who suffer in silence". Therefore "patient" is incompatible with the philosophy that people are equal partners in the relationship and the word "client" more accurately reflects the viewpoint that they are consumers who are the primary decision-makers.

Erik

This is how it was presented to me in nursing school in the early 90's.

[livinthedreamRN]

It's all about customer service now. We have to worry about patient satisfaction scores constantly. I feel like this...If you came into the hospital sick and you went home feeling better than when you came in, your customer service was great!!! Now its all about the nurses keeping the "client" happy.

I was a hairdresser before I was a nurse, the customer service aspect is exactly the same.

[livinthedreamRN]

ooops. read above!

[6mostogo]

Maybe it's my cynical retail mind but to me a client is someone who is only there to make you money. In calling someone a patient, to me, it implies that there is a medicinal/ethical need to help them and care for them - not simply treat them as a means to an end.

You'll discuss this topic in your fundamentals class, not to worry. The problem with the term Patient is it causes you as a person to respond exactly as you describe above- which happens to be very patronizing. A patient is someone who is seen as weak or sick, unable to for themselves and requiring the care of the healthcare team. The team does this or that because the pt needs it. But does the pt really need it, or even want it?

A client is like a partner in reaching a common business goal. Yes, someone whose favor you curry to, but one who can say, "You might be the expert in this area, and I may be paying you a lot of money for your expertise, but I don't like the this project is going. Let's go in a new direction." As a nurse-advocate, it is our job to encourage this in our pts/client. We want them to ask questions, make informed decisions, not just whatever the dr thinks is best. When they go home, we want them to take control of their own health, instead of falling back on the same old habits and coming in again. The term is suppose to empower the pt/client.

Really, its just semantics. Doesn't matter in the long run what you call your charges IMHO as long as you remember that they are people and treat them with dignity. In LTC its taboo to call a resident "Granny" "honey" or even their first name unless they specifically ask you to call them so. Its also very patronizing, but there's always exceptions to the rule. An Alz pt may not remembered she's married, let alone her married name.

[ajhill00]

Very interesting. There was a lady that boarded her horse where I did, and she was telling a friend and I, that she had contracted HIV from a "client". We both were unsure of her profession, and thought it was in the medical field, but were confused when she used the term "client". We both were wondering if she wasn't in the medical field, but another type of profession.......

Now it makes sense. She probably was a nurse or in the medical field, as we originally thought.

[JenTheRN]

Oh boy. So what's wrong with calling people by their first names? I would much rather someone address me by Jen than by Ms. so-and-so, or I would be very upset if they called me Mrs.

I suppose it is different with the elderly population tho.

Oh and customer service. Yes. It's all about those Press Gainey scores.

[JenTheRN]

Oh and PS, maybe it's just me, but don't prostitutes call the men they serve clients?

[mazy]

In my neck of the woods, "client" is already old hat. Now we're required to call our patients "consumers." That just sounds so wrong. I don't understand what the problem is with "patient." I've been a patient, I work with patients, I believe in being a patient advocate. Hard to think of yourself as a 'consumer advocate." Smehow it cheapens the relationship and diminishes the job.

[JenTheRN]

Oh, another thought...sorry for all the posts. Let's just call people "people". That would solve everything.