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At some point healthcare turned into customer service. Maybe when people with business degrees took over leadership. It doesn’t make sense honestly.
It happens in nursing homes too. Unfortunately state comes in over every little complaint. I’ve had state investigate a complaint that they weren’t getting ice water within 5 minutes of asking when short staffed and there are patients/residents with actual emergencies to attend to first. Not saying they shouldn’t get ice water but they should also understand that they share a living community with others and sometimes priorities have to shift
BS! Hire more staff and no LTC resident complains to the state about not getting ice water in 5 mintues!
Been saying this for 30 years. It definitely was a adjuvant to to opiod crisis and has gained momentum since. All of this and then Covid has led to this moment of distrust on top of entitlement on top of incivility on top of I ability to lay in discomfort of not knowing with subsequent disasterous result
Customer service has a place in all entities, however there has to be a balance. As a business major and a past customer service trainer, we do not train that the customer is always right; the service provider has to take the responsibility to train the customers as well so that there is mutual respect, empathy and compassion. In any organization, the employee has rights and should be supported by HR. No one is absolved if they become abusive.
Although I agree with you on this, my nursing home has directly said we as CNAs can be used as punching bags. As long as the abuse is not resident to resident it is ok. Our "costumers" residents have learned that it is acceptable from our management and administrative teams. The floor staff at my home does not have any support at all from our in home management all the way up to the state level.
This subject resonated with me! I am a RN at a substance use disorder rehab. The “client” is always right is the attitude held by patients and management alike. I’m on admin suspension for trying to set boundaries with patients wanting meds early or late. I believe that because I voiced my opinion on this issue that this action is punitive.. I have yet to hear what the suspension is for or how long it will last. We are understaffed and under attack by patients and management. Thank you for letting me express myself.
HCAP increased this problem , based medical pay and incentives just solely on patient satisfaction scores NOT on health come outcomes. Patients need to hear the truth and not be sugarcoated just because providers are afraid of repercussion from administration when the patient doesn’t like what is said to them.
Remote nursing job
Somewhere the patient had a bad experience with someone within the medical team. Maybe told she had an appt she shows up and no doctor there that day or she came in on wrong apptionment day ect... I have come to accept that the majority of the people do not understand their insurance plan, they think the medical staff knows everything about their ins, and everythig that is covered. Maybe they are lonely and desperatly want conversation. Just be patient with them get the issuse resolved. If its that annoying go back to floor work if you enjoy that more?
Some places have incivility policies now to try to help with this, maybe you could suggest this? How can they say no to that?
The correct quote is: "In matters of taste, the customer is always right" so to shorten it down like that is to remove it from proper context and distort the original meaning. I agree, it has no place in healthcare.
I agree that “the patient is always right” does not belong in healthcare the same way it does in retail. Patients deserve dignity, compassion, and to be heard — but that does not mean they can abuse staff, demand unsafe care, bypass clinical judgment, or refuse safety protocols without consequences.
Healthcare is not customer service in the traditional sense. It is patient-centered care, and that requires boundaries. The ethical responsibility is to protect the patient, the staff, and everyone else in that care environment.
Good leadership should not ask healthcare workers to tolerate abuse just to protect satisfaction scores. Patient experience matters, but safety, medical necessity, staff protection, and clinical integrity matter too.
Compassion should never mean allowing harm.
I believe this all started when the "Big bosses" - government- decided to have the healthcare facilities give surveys. So, the government TAKES /KEEPS money from the facilities at the start of the year. Then the facilities have to earn it back. Paients return to hospital for same problem= hospital not getting paid, LTC Facilities dont make an 80% on a how are we doing survey= LTC facility not getting paid.... and so on and so forth. So, getting their money back is now based on customer service.
Any medical coding job in California