Patient vs. “customer-owner”
Fam Pract Manag. 2008 Apr;15(4):11.
The article “Transforming Your Practice: What Matters Most” [January 2008] was well done, but I take issue with one point. The authors, in discussing what the business is about, say: “It is about human beings. Alaska Native people are not just patients; they are customers and owners of the business. As such, we refer to them as ‘customer-owners.’” The implication is that the people are more than “just” patients; “customer-owners” is more inclusive.
I think the authors have it backward. The term “patient” is defined in Webster's dictionary as a person who is under medical care. This concept is not anathema, though we are being conditioned to think so. If a physician is seeing a person as a patient first, the physician will be respectful, compassionate and intent on relieving suffering or assisting in the cure of the individual. This approach is not about business; it is about resonating with vulnerable human beings who need our care.
Until we remember to treat the human first and the business second, the public will continue to complain about our profession's insensitivity and the way doctors are no longer “connecting.” Think about the last time you were treated for a medical condition with sincere compassion, communication and competence. I'll bet the first thing that came to your mind was not whether you, as an owner and customer, were being delivered a core product.
WE WANT TO HEAR FROM YOU
Send your comments to firstname.lastname@example.org. Submission of a letter will be construed as granting AAFP permission to publish the letter in any of its publications in any form. We cannot respond to all letters we receive. Those chosen for publication will be edited for length and style.
Copyright © 2008 by the American Academy of Family Physicians.
This content is owned by the AAFP. A person viewing it online may make one printout of the material and may use that printout only for his or her personal, non-commercial reference. This material may not otherwise be downloaded, copied, printed, stored, transmitted or reproduced in any medium, whether now known or later invented, except as authorized in writing by the AAFP. Contact email@example.com for copyright questions and/or permission requests.
Want to use this article elsewhere? Get Permissions
More in FPM
Related Topic Searches
MOST RECENT ISSUE
Access the latest issue
of FPM journal
To avoid a negative payment adjustment from Medicare in 2020, practices must achieve a MIPS final score of at least 15 points for the 2018 performance period. Here's how to meet this performance threshold.