Customer service vs. Patient care

In a competitive market where financial resources are limited, many of the popular approaches to improving the patient experience involve large capital investments in such things as hotel style amenities and expensive technology. The author argues that marketing based on a model of the patient as a...

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Autor principal:	Kathy Torpie
Formato:	article
Lenguaje:	EN
Publicado:	The Beryl Institute 2014
Materias:	patient experience customer service patient care Medicine (General) R5-920 Public aspects of medicine RA1-1270
Acceso en línea:	https://doaj.org/article/3681128d511b4ff986c61b93c4075544
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spelling	oai:doaj.org-article:3681128d511b4ff986c61b93c40755442021-11-15T03:52:33ZCustomer service vs. Patient care2372-0247https://doaj.org/article/3681128d511b4ff986c61b93c40755442014-11-01T00:00:00Zhttps://pxjournal.org/journal/vol1/iss2/3https://doaj.org/toc/2372-0247In a competitive market where financial resources are limited, many of the popular approaches to improving the patient experience involve large capital investments in such things as hotel style amenities and expensive technology. The author argues that marketing based on a model of the patient as a traditional ‘customer’ is ill conceived and contributes unnecessarily to the high cost of healthcare while lacking a true understanding of, or an appropriate response to, the most basic needs of hospitalized patients that lead to patient satisfaction. <strong>Experience Framework</strong> This article is associated with the Patient, Family & Community Engagement lens of The Beryl Institute Experience Framework. (<a href="http://bit.ly/ExperienceFramework" target="_blank">http://bit.ly/ExperienceFramework</a>) <ul> <li><a href="https://www.theberylinstitute.org/page/PXSEARCH#resource-list-all/?view_28_page=1&view_28_filters=%5B%7B%22field%22%3A%22field_38%22%2C%22operator%22%3A%22in%22%2C%22value%22%3A%5B%22PXJ%20Article%22%5D%7D%2C%7B%22field%22%3A%22field_20%22%2C%22operator%22%3A%22is%22%2C%22value%22%3A%5B%22%22%5D%7D%2C%7B%22field%22%3A%22field_40%22%2C%22operator%22%3A%22is%22%2C%22value%22%3A%5B%22%22%2C%22Patient%2C%20Family%20%26%20Community%20Engagement%22%5D%7D%2C%7B%22field%22%3A%22field_41%22%2C%22operator%22%3A%22is%22%2C%22value%22%3A%5B%22%22%5D%7D%5D" target="_blank">Access other PXJ articles</a> related to this lens.</li> <li><a href="https://www.theberylinstitute.org/page/Ecosystem-PatientFamilyCommunityEngagement" target="_blank">Access other resources</a> related to this lens.</li> </ul>Kathy TorpieThe Beryl Institutearticlepatient experiencecustomer servicepatient careMedicine (General)R5-920Public aspects of medicineRA1-1270ENPatient Experience Journal (2014)
institution	DOAJ
collection	DOAJ
language	EN
topic	patient experience customer service patient care Medicine (General) R5-920 Public aspects of medicine RA1-1270
spellingShingle	patient experience customer service patient care Medicine (General) R5-920 Public aspects of medicine RA1-1270 Kathy Torpie Customer service vs. Patient care
description	In a competitive market where financial resources are limited, many of the popular approaches to improving the patient experience involve large capital investments in such things as hotel style amenities and expensive technology. The author argues that marketing based on a model of the patient as a traditional ‘customer’ is ill conceived and contributes unnecessarily to the high cost of healthcare while lacking a true understanding of, or an appropriate response to, the most basic needs of hospitalized patients that lead to patient satisfaction. <strong>Experience Framework</strong> This article is associated with the Patient, Family & Community Engagement lens of The Beryl Institute Experience Framework. (<a href="http://bit.ly/ExperienceFramework" target="_blank">http://bit.ly/ExperienceFramework</a>) <ul> <li><a href="https://www.theberylinstitute.org/page/PXSEARCH#resource-list-all/?view_28_page=1&view_28_filters=%5B%7B%22field%22%3A%22field_38%22%2C%22operator%22%3A%22in%22%2C%22value%22%3A%5B%22PXJ%20Article%22%5D%7D%2C%7B%22field%22%3A%22field_20%22%2C%22operator%22%3A%22is%22%2C%22value%22%3A%5B%22%22%5D%7D%2C%7B%22field%22%3A%22field_40%22%2C%22operator%22%3A%22is%22%2C%22value%22%3A%5B%22%22%2C%22Patient%2C%20Family%20%26%20Community%20Engagement%22%5D%7D%2C%7B%22field%22%3A%22field_41%22%2C%22operator%22%3A%22is%22%2C%22value%22%3A%5B%22%22%5D%7D%5D" target="_blank">Access other PXJ articles</a> related to this lens.</li> <li><a href="https://www.theberylinstitute.org/page/Ecosystem-PatientFamilyCommunityEngagement" target="_blank">Access other resources</a> related to this lens.</li> </ul>
format	article
author	Kathy Torpie
author_facet	Kathy Torpie
author_sort	Kathy Torpie
title	Customer service vs. Patient care
title_short	Customer service vs. Patient care
title_full	Customer service vs. Patient care
title_fullStr	Customer service vs. Patient care
title_full_unstemmed	Customer service vs. Patient care
title_sort	customer service vs. patient care
publisher	The Beryl Institute
publishDate	2014
url	https://doaj.org/article/3681128d511b4ff986c61b93c4075544
work_keys_str_mv	AT kathytorpie customerservicevspatientcare
_version_	1718428859262566400

Customer service vs. Patient care

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