In an increasingly competitive healthcare environment, hospitals and other healthcare facilities are seeking new ways to attract and retain patients, including treating patients as customers and developing hotel-like amenities to create a comfortable environment for patients.
At the same time, healthcare facilities are becoming more patient- and family-centered, focusing on involving patients in making decisions about their care. In a partnership, the partners are assumed to have equal standing, while in a customer-focused relationship, the customer is typically at a slightly higher level and is “always right.”
(a) Are these two concepts — patient as customer (i.e. customer experience) and patient as partner (i.e. patient experience) — contradictory or complementary or both? (3 marks)
(b)How can health care facilities be both patient centred and customer-focused? – (3 marks).
(c) State one advantage and one disadvantage of positioning healthcare facility patients as customers (3 marks).
Follow up post to respond to posts by peers or course coordinator (1 mark)
At the same time, healthcare facilities are becoming more patient- and family-centered, focusing on involving patients in making decisions about their care. In a partnership, the partners are assumed to have equal standing, while in a customer-focused relationship, the customer is typically at a slightly higher level and is “always right.”
(a) Are these two concepts — patient as customer (i.e. customer experience) and patient as partner (i.e. patient experience) — contradictory or complementary or both? (3 marks)
(b)How can health care facilities be both patient centred and customer-focused? – (3 marks).
(c) State one advantage and one disadvantage of positioning healthcare facility patients as customers (3 marks).
Follow up post to respond to posts by peers or course coordinator (1 mark)
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