Alexandra Robbins Quote
By treating patients like customers, as nurse Amy Bozeman pointed out in a Scrubs magazine article, hospitals succumb to the ingrained cultural notion that the customer is always right. Now we are told as nurses that our patients are customers, and that we need to provide excellent service so they will maintain loyalty to our hospitals, Bozeman wrote. The patient is NOT always right. They just don’t have the knowledge and training. Some hospitals have hired customer service representatives, but empowering these nonmedical employees to pander to patients’ whims can backfire. Comfort is not always the same thing as healthcare. As Bozeman suggested, when representatives give warm blankets to feverish patients or complimentary milk shakes to patients who are not supposed to eat, and nurses take them away, patients are not going to give high marks to the nurses.
By treating patients like customers, as nurse Amy Bozeman pointed out in a Scrubs magazine article, hospitals succumb to the ingrained cultural notion that the customer is always right. Now we are told as nurses that our patients are customers, and that we need to provide excellent service so they will maintain loyalty to our hospitals, Bozeman wrote. The patient is NOT always right. They just don’t have the knowledge and training. Some hospitals have hired customer service representatives, but empowering these nonmedical employees to pander to patients’ whims can backfire. Comfort is not always the same thing as healthcare. As Bozeman suggested, when representatives give warm blankets to feverish patients or complimentary milk shakes to patients who are not supposed to eat, and nurses take them away, patients are not going to give high marks to the nurses.
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